Dont rely on the included car excess ! – This was our first need to claim on travel insurance - although we have always taken it with Covermore.
The insurance cover states that they will cover the cost of out-of-pocket excess on car rental damage. They won`t - without a fight! We had a small ding with our car, getting it back into the Europcar depot in Lyon, France. Europcar charged us just over 1000 euros for repairs and when we returned home we put in a claim accompanied by all the paperwork. Covermore refused to pay the bill unless we supplied the original workshop repair invoice - something the customer is not given. We had 6 months trying to contact the repair garage in Lyon in our limited French before we could get the requested repair sheet. The garage said it was an `unusual` request but eventually sent it (all in french and largely illegible). Only after 9 months and a threat to go to comsumer affairs did we get a cheque from Covermore. Imagine if we had had to go back to a garage in Mongolia or Zimbabwe or somewhere remoter than France! Its easy to pick up with your tickets at the travel agency the car rental insurance part of it
- Insurance claim made: Yes
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Dear Mr Shuker, It does look like your claim has taken much longer than usual to finalise. Our standard time to assess a claim, if there are no issues, is less than 10 days. When claiming for Rental Car Excess, we also require a copy of the hire car agreement stating what the excess was or a damage report showing how much the damage should have cost. A claims officer would require this information to be able to pay the claim straight away.
We do understand that it isn’t always easy to obtain the required documents and sometimes there are language barriers. In retrospect we should have had you sign an statutory declaration, declaring this as this would have reduced the length of time taken to pay your claim. For this we do apologise.
We are however glad that you had chosen Cover-More as your travel insurance provider and were therefore able claim back the full amount of more than 1000 Euros. Thanks for the feedback though, we are continually striving to improve our processes.
Kind Regards, Cover-More Travel Insurance