I did not receive my Policy documents
You should receive your Policy documents within 5 minutes of completing your purchase. If you have paid via direct deposit (bank transfer) or a secure link provided by our staff, you may need to contact our Customer Service Team on 1300 409 322 (Mon - Fri, 9am - 5pm) to confirm we have received the payment.
If you have not received your Policy documents after 30 minutes, please try the following steps:
1. Confirm your email address is correct
The email address supplied during the checkout process will be displayed on the confirmation page - please contact us on 1300 409 322 or help@fastcover.com.au if the address provided is incorrect. Make sure to note down your policy number as well as a screenshot if possible.
Common mistakes:
- Using the wrong domain name, like user@example.co instead of user@example.com or gamil.com instead of gmail.com
- Adding extra characters or leaving out necessary ones, such as usern@me@gmail.com
2. Check your Junk or SPAM folders
Sometimes email providers such as Hotmail, Live or Outlook will place emails with attachments, or from senders you may not have seen before, into the Junk or SPAM folder. Please open the Junk and SPAM folder and click the refresh icon (circular arrow or press 'F5') to download the latest mail for that folder.
3. Have you previously marked an Email from Fast Cover as SPAM?
If you have previously received email from Fast Cover which you may have marked as SPAM, we may not be able to send you any email in the future, including your Policy documents. Please contact us if this is the case as we would need you to provide an alternative email address.
4. Check your other tabs - such as Other, Promotions, Social or Updates
Some email providers categorise emails into separate tabs. Please ensure you check all tabs, as it may be the case that your documents have been moved from your main/focused Inbox.
5. Search for Fast Cover using your email program/website
Using your email program or the website, use the search functionality to search for "Fast Cover", just in case it was accidently deleted or moved to another folder.
6. Ask us to resend your documents
If you have checked the above, and you can not find your documents, please ask us to resend your Policy documents. Before we resend your documents, you should add policies@security.fastcover.com.au and quotes@secure.fastcover.com.au to your address book, along with help@fastcover.com.au
Once you have added the above addresses to your address book, you can request for us to resend your documents by either
- Calling us on 1300 409 322
- Emailing us at help@fastcover.com.au - let us know your Policy number, name or email address and we will be able to search for your Policy
- Chatting with us - visit https://fastcover.com.au and start a chat by clicking the blue icon in the bottom right-hand corner
7. Check your provider's security settings
Some government departments or private email servers set up for specific businesses, may have strict security settings - please check with your IT department whether this may be the case.
8. Provide an alternative email address
If you have another email address, we can try to send the documents to that email address. Please let us know if this is successful and we will update the primary address on your policy to ensure you receive future correspondence successfully.
9. Download your Certificate and PDS from Your Policy on our website
You may also download your certificate by logging into https://fastcover.com.au/your-policy using your policy number, surname and date of birth.