Dear Vicki Smith, A refund on an insurance policy is usually a pretty simple process. Were you talking about a claim though? Since you have mentioned that you need something from a doctor you may be talking about a claim. If you could email me at community@covermore.com.au with more details (policy number, date of birth etc) we are happy to help and look into this further.

Kind Regards, Cover-More Travel Insurance

Claim No 637913 - making a claim because I had booked travel arrangements but have been unable to travel due to illness and injury. The travel arrangements were in September and I feel I have given ample time to allow this process to be carried out in a timely manner. The amount of insurance paid would be nearly more than the claim itself. How much in staff time is being taken up to assess a relatively small and simple claim????

Dear Vicki Smith, We received your claim on 28th of May and wrote to you on the 31st May asking for a medical certificate and a medical authority to be completed so we can fully assess the claim. Without knowing what the medical condition is we are unable to complete the assessment of your claim. You then asked us to contact the doctor to get the information ourselves, however we were still awaiting the medical authority so the your doctor would be able to pass on information to us. We have written to the doctor requesting the information required and will follow up today to see if they are able to provide the medical information to us. Whilst we do our best to help our customers with gathering medical reports when we can, the claim is usually finalised much faster when the medical report is provided with the initial claim.

Whilst we understand you want your claim processed quickly, we do need to know the medical condition and know the reasons why you couldn’t travel to assess your claim. Again, we will tray and contact your doctor to help you attain this information.

Kind Regards, Cover-More Travel Insurance

Why has it taken from the 28th May to 29th June to start the claim process? Please advise of the inefficiencies of the customer service and claims section. You very well know that a doctors advices are concerned and you have left it this late to do anything about it??? You are processing these sorts of claims all the time. no excuse for poor service.

Here is the time line for the above: 28 May - lodge claim and received email regarding doctors advices.

31 May - my email to Covermore explaining the reasons.

No response from Covermore to my email of 31/5.

After numerous phone calls and emails to Sarah - to which I received no responses too. I then again contacted Covermore 29/6 only to be told nothing had been done. It was after this contact that Covermore decided to do something about it.? No attention was paid to this claim until I made contact on the 29th of June. Please explain.

Dear Vicki Smith, I have discussed this with the claims officer involved and it seems there may have been a miscommunication. A letter was sent out by Cover-More on the 31st May asking for the required medical information to assess the claim. Our claims officer did receive an email from you but thought that you were still going to provide the medical authority and that the email wasn’t requiring a response. Therefore the claims officer was waiting for your response with the documentation. If this was not clear then we do apologise.

We are still trying to contact the doctor and get the medical information for you. If you have any further questions on your case, please call and ask for the Claims Team Leader. They will be able to assist you more effectively. We also, would like to finalise your claim as quickly as possible for you.

Kind Regards, Cover-More Travel Insurance

Another poor excuse - precisely a miscommunication from lack of communication. Where is Covermore's follow up procedures???? No responses to any of my emails or phone calls. It takes a couple of minutes to respond to an email or phone call to prevent this very poor and unprofessional claims process. I would hate to think of Covermore having to handle a more advanced claim. I would never use this company again.

Could you please advise the progress of this claim?

Despite once again I have emailed and phoned but no responses. Shocking customer service.