Notice from 1Cover Travel Insurance: 1Cover customers with travel plans impacted by Coronavirus (COVID-19) and the resultant travel bans.
These are challenging times for both travellers and the travel industry. We thank you for your patience as we all navigate our way through this crisis. We’re doing our best to support our customers during this unprecedented global event. For customers who are unable to use their 1Cover policy, please be assured that we’re here to help with some flexible options outside of our usual policy terms. However, due to high demand on our customer service team, there’s currently a delay of 2 to 4 weeks to hear back from us. Please bear with us while we work to get you sorted.
Not worth the paper its writing on (rubbish)
This useless insurance cover will pull out all excuses not to pay out a claim
In my.case using a pandemic clause
But my trip was 3 week before the W.H.O
Declared it so. March 11th
So don't use this company they are no good. Happy to take your money
- Comprehensive Travel Insurance
- Verified customer
Unacceptable of 1Cover to only offer shifting travel start date within 12 months from date of issue due to COVID-19
I took out comprehensive travel insurance in mid February costing nearly $1000. It soon became clear we would have to cancel the trip due to COVID-19, so just 28 days after purchase I asked to cancel the insurance considering the circumstances. 1-Cover said no because it was past the 14-day cooling off period. All they offered was to move the start date to within 12 months from purchase date and I had to advise them of the new dates by 14 May 2020. It was completely impractical to do that since we don't have any idea when borders will reopen and we will be able to travel again, so I am now unable to use the policy.
1Cover please reconsider and provide credit valid for 18 months as you have for others. Last six digits of policy is 2582037.
Comprehensive waste of money and time!
Chose to take out a comprehensive "cancel for any reason" policy with 1 Cover. This was in 2019 before any news of covid 19 appeared. Unfortunately it was a waste of money as it seems they are quite happy to forfeit their obligations to the customer even though it's a cancel for any reason policy. We travel multiple times a year and would continue to use this company had they looked after us. Now I will not be using them again nor will we recommend them to family, friends or colleagues. Sad thing is our friends took out a policy with a differen...t insurer at the same time for the same holiday (as we were going together) and that company honoured their claim and paid out. Clearly that company puts customers first rather than hiding behind policy and loopholes!
Credit voucher sent in less than 2 minutes
Due to COVID-19 was unable to travel overseas. Logged on to my account this morning, answered a few questions and received a credit voucher valid for next 18 months. Voucher arrived in my inbox immediately. Good service, thank you.
They paid out for my husband on a cruise ship around the pacific islands. Husband got very sick and required ICU on ship. They did come to the party and pay out to cover costs. Thank you. Auckland to Auckland Tonga pacific islands 2 years ago now.
Total lack of support
Requested a date change,told I couldn't do due to being too far ahead,bought policies months ahead before. Was offered a credit,and have heard nothing since,sent 20 + emails just auto reply.
Wheres 1 Cover ....Extremely poor customer service
I have used 1 Cover on numerous occasions and only claimed once and on that occasion they were prompt with reimbursement.
On this occasion I took out a comprehensive policy a year ago for a holiday this month....covid19....no holiday... called and called to request a refund and also emailed and emailed.
I called and emailed on 7th then 14th then 20th Apr.
to date 19/05/2020 I have had no response (except automated) from 1 cover,,,,, are they still in business?
This is extremely poor service I mean not even a call in over 2 months, how do you justify that?
if you are still operating here is my policy number 1C-AU-CPU2359309....just want a refund
No customer service.
I have been trying to contact 1 Cover regarding the cancellation of our tour. Phone calls go unanswered and you get the same automated response to e-mails. If this what they call customer service then all I can say is DO NOT use 1 Cover.
(Last 6 digits of policy No 402262)
Terrible customer service
No recommended in any way, easy to buy from but to much small print outs. The weasels didn’t pay for cancellation of flights because it was related to ccovid19 but not the main reason of the tour company cancelled. Wouldn’t even refund the premium.
I suspect they are broke as sending emails now bounces back error
I purchased 1 Cover for a trip to Japan,
I became unwell and was not able to travel ,This was before the Covid Virus and I still have not heard from anyone about my claim
Very unhappy customer
Travel insurance premium rip off
Unlike nearly all other insurances (Car, Home etc), and unlike many other providers of travel insurance, 1 Cover is refusing to refund the unused portion of the policy premium due to cancellation. The virus impacted our travel plans forcing us to return home 6 months early (a great cost which is also not covered), on requesting a refund of the unused portion of the premium I am informed they do not refund after the "cooling off" period. This to me is theft, as 1Cover are retaining the premium with no actual risk.
Lodged a query 12/3, response 4/5
The fact you cannot respond in a timely matter and are uncontactable is ridiculous.
Estimates on here of 4 weeks for contact are inaccurate.
Policy purchased September 2019 for travel June 2020.
Why would you not have a portal log in allowing people to request a travel credit with associated terms to be accepted rather than wade through and respond to what’s obviously thousands of emails one by one. Those that wanted a refund or had other queries would be able to get through rather than waste time waiting for your contact which seems to have a standard solution. I’ve used you before but never claimed. After you being quick to tell us no cover but being uncontactable for a solution - won’t be using you again.
Would not recommend
We bought a travel insurance in September 2019 to travel early March 2020 1 week before we were to leave i received a email telling me that i was not covered for covid 19 i cancelled my trip deciding it was not safe to travel i could not get a refund on my policy as they said only had a 20 day cooling off period i bought the policy on the same day i booked the flights I would not recommend this company and would not use them again.
very happy, again
we have used 1cover travel insurance several times over the years and we are very happy with the way we have been dealt with, our cruise to singapore in april was cancelled due to the covid19, like almost all travel insurance our policy was declared null once covid19 was declared by the world health organisation. it is almost impossible to speak to a customer service person, i think mainly due to the number of calls they are getting so i decided to email 1cover asking if there was no claim would they at least reimburse the premium we paid to ge...t our travel cover. i received a recorded email almost immediately telling me my email had been received and we would hear from 1cover shortly, 3 weeks later we have received our credit voucher for the full amount we paid which i think is fair enough. i realise the insurance industry as a whole could not pay out vast amounts of money as it could ruin the whole travel insurance industry we rely on for cover. we will also be receiving future credits from the airlines, cruise company and hotel accomadation in singapore, we have in the past had reason to make a claim on 1cover and found them to be helpful and prompt in taking care of our claims, that is why we always use 1cover travel insurance
THIEVES! Do Not Use This Company
I purchased comprehensive travel insurance on the 6th January 2020 for a 6 month world trip, prior to any knowledge of Covid. The cover cost $735.01. I made no claims during my travel, even when I lost money on flights and accommodation during my travel due to Covid restrictions and had to cut my trip short by 4 months and return to Aus. I still did not try to claim on any of those losses as 1Cover states in their policy that pandemics mean that they do not cover any claims. Which I believe is theft in itself.
The real problem here is, many oth...
- Comprehensive Travel Insurance
- Verified customer
Dismal customer service
We bought a travel insurance policy last July for a trip to Italy in April 2020. Despite attempts to call and emails before travel dates requesting cancellation and a refund, no response received, apart from automated emails. We had taken out out a separate policy in March with Good2Go travel insurance which we later cancelled and received a full refund after only 1 week. We have used 1Cover many times in the past but never again
Worst experience ever
This policy was not the cheapest but I was referred to them by a friend . I am just relieved that I am not in a situation where I needed medical help . They will not be using them again either . I regret the referral . This is the worst service I have ever had . I have done a lot of international travel and 1 Travel communication is pathetic . We were to cruise to USA on 8th April and spend another month over there on tours . The cruise and tour companies have been very quick to settle and can't fault them regards communication . I have made p...hone calls and now 1 Travels phones are not taking calls . I have sent so many emails and only get automated replies . This has gone on for way too long . Like many others , I am not fighting for a refund , I just want someone to communicate with me regards moving my travel dates . Where are you 1 Travel when you are needed .
Poor Communication. 8+ e-mails
After an initial phone call we were directed to email. After 8+ emails we received no reply, only a computer generated acknowledgement.
We have previously used 1 Cover for international travel and have been pleased with the service, though we have never made a claim. This time however we find communication very poor.
We were due to leave for Europe on May 11. We bought our tickets and insurance back in October 2019 (no sight of pandemic then and nothing on the "What you are not covered for" advertising info page).
We are NOT making a claim b...
Avoid - will not call back, will not answer emails. Disgusting! Will never use again
Bought travel insurance months ago for our USA trip in April which the tour company cancelled. I need help/advice but “1cover” wont answer the phone or call back and wont answer emails.
- Comprehensive Travel Insurance
- Verified customer
Trust is a valuable but fragile commodity and 1Cover has totally lost my trust.
Purchased 22/12/19 from 1 cover, Comprehensive Insurance $615.19 and pre existing condition cover $434.14. When Cathay Pacific cancelled my flights on 23 March I have continually tried to make contact
Questions & Answers
We wish to cancel our policy no1C-AU-DMN 2495934 as my husband is to Ill to travel now due to his Parkinson disease and Dementia. It is a princess cruise in November to Brisbane and at the moment I do not think this will be happening anyway. Please contact me me on email@example.com. I am sorry to have to cancel.
Customer Service R.1Cover
Hi Wendy, I have passed this on to the team and someone will be in touch soon. Regards, Doug.
Hello, we have taken up a travel insurance on 3/12/19 to travel to Europe and we were due to travel on 17/6/20. Due to Coronavirus Pandemic we will be unable to travel. We send you an enquiry about a refund 8 days ago and have not received any response since. Your website is now offering a refund credit option, which can be used within the next 12 months of the issue of the credit, however your full terms and conditions say 18 months. It is unlikely that we will be able to travel within the next 12 months. How do I claim for longer period? Is there going to be an opportunity to further extend the credit in the future should she covid situation does not improve?
Customer Service R.1Cover
Hi Leni, can you please send me the last 6 digits of your policy number so that I can pass it on to the team? Regards, Doug.
Why aren't 1cover refunding money for a risk that will never happen? After months no phone contact and useless bulk generated email. Other companies ARE returning the full premium and answering phones. Australian Seniors is one. Never when I read the clause about pandemics did I think that this would include stealing the full premium when I would never get off the ground. Good business model for the future guys. Theft and no service. Vote with your feet and tell all your friends how great this company is. Why cant we ring? Don't give us the rescuing people story any longer!
Asked the same question myself three weeks ago - no risk to the company because we can't even leave the house for a trip to a country whose borders are closed anyway. But have heard nothing other than I'm in a queue and they will contact me in turn. Very poor customer service.
Hi there. I have travel insurance with Insure and Go. They, too, were initially refusing to refund or offer travel credits. They are now offering credits (based on their shonky calculations), of about 20% of the premium. They too have lost well over 1500 loyal customers. Show me a decent Travel Insurance company. Good luck everyone. My issue is with AFCA. Pauline.
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