1Cover Travel Insurance

I know this is from 2020 during covid but since 1 Cover have seen fit to ignore my email and not answer their phones I feel compelled to share my thoughts on this company. I requested a refund or credit after paying for travel insurance to NZ due to border closures with covid. I sent an email and the reply was they will get back to me as soon as… Read more

possible. I then tried to phone to talk to someone and there was no answer. I've still had no reply and they still have my money even though the policy could not be claimed against and was not fit for purpose. So if you want to be ghosted and loose your money then by all means go with this company. My wife and I have travelled extensively since then and I will never use or recommend 1 Cover.

The team was patient and reassuring while I gathered the necessary documents for my claim. Email communication was fast and clear. It was really easy to upload files on the platform. My claim was resolved quickly and I was impressed with the entire process. The team's responsiveness, patience, and clear communication made a big difference during a stressful time. Show details

Very slow, incompetent handling, still waiting for reimbursement, never again. My 4 year old had gastro in Bangkok, very distressing as a solo parent of 2 young kids up for 2 nights in a row changing endless sheets, towels.. you get the drift.… Read more

Called a doctor because I was worried as he was so small and had uncontrollable symptoms. She attended, they gave 3 different meds and said go to hospital if he gets any more dehydrated. We were due to fly to Chiangmai but he was still symptomatic and in no state to go to an airport. So while dealing with that I also had to change our flight booking, extend one more night and pay our hotel, notify the hotel in Chiangmai that we wouldn’t arrive that day (non refundable understandably). Had medical report confirming diagnosis and receipt from doctor, medication, extra night accom receipt, change of flight info, charges etc everything.... it’s was all very stressful, unexpected extra charges on the trip etc but I made it work financially by changing some plans cancelling tours. It was about $850… not a huge amount for most but enough to make a difference. Then the claims process began.

It is open shut in as far as evidence and costs. It’s all there. But I’ve been asked for same documents repeatedly, each time they start their 10 day document review window, then request for more info.. and more info… and more info.. med report says 4 year old with gastro but doesn’t say he’s not fit to fly.. wow.. wrote to doctor to highlight they failed to include the ridiculously obvious which they amended… each time a 10 day delay. They wanted not only the receipt of payment which was apparently insufficient but also my bank records showing me withdraw the cash… lucky I had on this occasion as I usually change Australian dollars at money exchanges and I’d say they were banking on that so they didn’t have to pay due to lack of evidence of cash because a formal receipt from the provider isn’t sufficient which is just beyond belief as most people change money.

Now I’ve been told our claim has been randomly selected for investigation?!? Likely because I wrote to the medical practice highlighting that they didn’t include ‘not fit to travel’ and to please review as the insurer said it was insufficient. So now that process can take anywhere up to 3 months I was told yesterday. They’re relying on the medical practice in Bangkok to verify that I haven’t made this all up I guess, they will not proceed until they get a response. I get immediate responses from the medical practice on WhatsApp so I don’t know how it’s already been 10 business days and they still don’t have a response. The medical practice told me they haven’t heard anything from the insurer so I genuinely think this is just trying to drag out the claim which couldn’t be more open and shut.

We had plans in Chiangmai, I had no desire to be stuck in a hotel room in Bangkok with a sick child for almost 3 days. It’s been incredibly stressful with no end in sight. I put in a formal complaint with them and that can take up to 45 days for a response. I will never use this company again, mistook it with another similar sounding company that Cover ‘more’ that were excellent to deal with in the one claim I had 13 years ago. God help us if it was a hospital stay or severe injury… I think we would likely still be stuck in Bangkok. Do yourself a favour and use any other provider. Will be fully pursuing this with AFCA, the governing body for Travel Insurers as it’s been a shockingly stressful and unnecessarily drawn out process, incompetent is a compliment at this stage.

1Cover staff are always understanding , patient and compassionate and can never do enough for you. Unfortunately I have had the misfortune to make a couple of claims on my current 12 month holiday and both times were settled in full as per policy.… Read more ·  1

Alf was my recent customer service contact and he is doing a great job. I have travelled a number of times in recent years and always use 1Cover travel insurance. It is easy to buy online and great value. Claims are resolved promptly and paid. Kind regards Kevin

I have used 1Cover several times but this was the first time I needed to make a claim. Submitting the claim online was easy. One query was made about something I had missed, and then I received notification of approval 13 days after submitting the claim. I am very happy with the service I received. Show details ·  1

When my claim was initiated, I was lying in sickbay part way through a cruise through Nova Scotia. The advice and service offered to my wife was prompt, comforting and reassuring. Distance and time differences proved problematic however these issues were overcome. The communication with my wife in the waiting room outside my ward was warmly… Read more ·  1

received and much appreciated. The assistance through my hospitalisation, convalescence and return to Australia was concise and well organised. Perhaps at little more communication between 1cover medical staff and Airline medical team in relation to the airline's own procedures and duty of care could have made preparations of our return trip a little smoother. A big thank-you to the 1cover representative who phoned and enquired about our wellbeing and my medical condition only a very short time after landing back in Australia. On going communication regarding personal claims and overseas medical expenses were trouble free and supportive. The many claims that were lodged were amalgamated into one claim for settlement. Compilation proved time consuming, as ours was an unusual case of cancellations and interruptions, which required input from many varied organisations and companies within the world of travel. Fred's and his teams' patience was "a virtue". Thanking you for the support. I have travelled internationally many times with this being my first claim due to trip interruption due to personal circumstances. During times of uncertainty and difficulty, it was comforting and reassuring to have a voice of assistance to rely upon. Thank you all at 1cover for your patience and support offered to my wife and myself. Should we venture in the future on another international adventure, 1cover would be for us the logical choice to contact for our travel insurance needs to insure a peace of mind so that we could immerse ourselves and enjoy the sights and experiences of the travel at hand.

Would I use them again? Yes, I would. As insurance companies go, these guys are pretty good. After our recent trip to Europe, I made a claim on some non-refundable accommodation that we were unable to use because the airline (KLM) was unable to get us there and I also claimed on some additional travel costs we incurred (thanks again KLM). It… Read more

took plenty of to and froing with 1Cover, lots of explaining and providing supporting documentation seemingly multiple times, but in the end, they came through.

I think they and most insurance companies take the approach that they make claimants jump through lots of hoops in the hope that the people will give up, or at least that the fraudulent claimers will be unable to provide the required evidence. So, the lesson in all of this is keep everything relating to your travels, every email, text message, screenshot…and when it comes time to claimbe polite but persistent.

I’ve heard plenty of bad reviews of travel insurance companies and some of their premiums are diabolically expensive. Cover1 was reasonably priced and came through on the claim so I really can’t fault them.

The customer service leaves a lot to be desired. I logged into my account to check the progress of my claim ([Details Removed]). The portal says a decision has been made on one claim but doesn't say what the decision is at all and says to check my email for more information. I checked my inbox and there are no emails from 1Cover about this claim.… Read more

I've checked my spam folder and every other folder and can't see anything. I presume the claim was rejected so this is a very convenient way for 1Cover to do this - no email means no appeal or complaints process for us to escalate our claim through.

We had an urgent situation develop when overseas and I called 1Cover's emergency line. I asked for advice on coverage under our policy and whether our situation would be covered. The agent didn't seem interested in assisting us and just told us to lodge a claim. She added the "24/7 emergency line" was only for medical issues which shocked me. I sent a follow up email to their "help@1cover.com.au" address noting the query was urgent in the subject line. I had to make a financially costly decision in a very short timeframe and ultimately chose to return home thinking I'd get some coverage with my policy. I got a response to my email about two days later, after I had already arrived home, saying I would not be covered. Imagine if it was a different type of emergency!

This is an extremely disappointing experience for what was an expensive $400 policy. From the website and policy information presented online, we thought we were paying more for a high quality product. We were only away for 3 weeks (aged 39 and 40). This isn't just about the claim outcome but by the overall service provided - we would have made a different decision had we had the full information to consider and then wouldn't have needed to make the claim for 1Cover to consider in the first place.

We had planned a holiday to New Zealand and due to a medical incident we could not go on our trip. We contacted 1Cover and they were very helpful. Once filled in the claim form with copies of documentation they processed our application within 10 days. They kept us updated all the way. Recommend very highly. Show details

I have used 1Cover in the past, but this is the first time I have had to make a claim. I was very impressed with the speed and contact/communication we received from 1Cover. They took action almost immediately and within a period of 3 weeks the compensation was agreed to. As with most insurance companies there was a fair amount of paperwork… Read more ·  1

involved that had to be collected and passed on. Whatever was missing they reported back to me within a few days. The only negative was the difficulty in loading the documents onto their site, as some of them did not register from their end, so I ended up emailing them instead. Other than that, I would definitely use them again.

Very happy instant response upon initial contact.Easy policy to set up online, the cost has certainly been worth it.My claim has been attended to very quickly, probably been even Quicker if I wasn't so ill and unable to send documents in correct format. Plus they were in a foreign language.I have used this company several times in the last few years and shall definitely continue to do so. Show details ·  1

I have used 1Cover on multiple occasions, never made a claim and was generally quite satisfied. Last year during a trip to Europe, I incurred an injury. I emailed to ask for advice. I received an email informing me that the emergency team will be in contact. I was in pain for 12 days. I received no follow up call or email. I'm disappointed with the service. They let me down. I will buy from another insurer in the future. Show details

Rude and officious staff that spoke quickly, became impatient when I asked if she would slow down and needed to ask her that repeatedly, to which she got offended. Also, when I resisted the whole “as per the product disclosure statement that was sent to you on page blah blah”, I said “yeah yeah I know you would have sent a lot of T&C out to me,… Read more

but I’m just after the information, please”, she berated me “did you want me to HELP YOU OR NOT”. Telling me you have all these exclusions isn’t “helping me”, and pushing “as per the rules” is protecting yourself. I asked her to be mindful of showing empathy and compassion when dealing with customers and the stressful situation that they are in and she just kept bellowing over me “I am! I am!”. Rude and basically unprofessional and unkind people to travellers in difficult situations

Claim made with all required documents, still has not reached an outcome after two months of back and forth. Will edit if the outcome is positive ✨️ Edit : claim approved, 1000 nzd car rental excess damage, 200 excess and 100 dollar not accepted so got 700 nzd back. Good enough Pros : cheap, claim actually got approved, got sent the money pretty quick after the claim got concluded Cons : slow (three months of email back and forth) Show details

This insurance was recommended to us by our daughter as the travel insurance company she always uses. Josey was extremely knowledgeable and a pleasure to talk to. Show details

Fantastic service, easy to sign up and good price. Having had to use it this trip due to falling and needing stitches, 1Covers process to claim was very easy and approved within 3 business days. Payments do need to be made upfront and it does take 2 weeks to pay out is the only disappointment, but it's still covered. $1000 in medical bills for $86 insurance and $100 excess is great value any day. Show details ·  1

I have used 1 cover for OS travels in recent years. Fractured my wrist in Chile recently and claimed on my return home. It was a quick, smooth process. My claim was processed and approved within a few days by Amy with no problems. Show details

We had to cancel our overseas prior to departure due to medical reasons.1 cover approved our claim in full after relevant information was submitted to them in a timely manner. Show details

I was very happy with 1Cover Comprehensive Travel Insurance. The policy was good value. As we had to cancel our holiday due to unforeseen circumstances our holiday was fully covered by our travel agent & 1Cover Insurance all bar the $200 excess. The policy was easy to set up. The claim process took approximately five & half months only due to our… Read more

travel agent waiting on different suppliers but that process was finalised 1Cover was very quick. I have used 1Cover twice now for travel insurance. I would highly recommend them.

I would just like to say thank you to One Cover. It took approximately six weeks from cancelling our holiday to Vanuatu to receiving full refund. It just goes to show how important holiday insurance really is. In my case, Medical problems prevented our holiday, One cover were very understanding and guided me through the claim process, very… Read more ·  1

promptly and each of my emails was replied to the next working day. One Cover is one of the most reasonably price insurance. I feel confident that you have our back and we will insure with you on future holidays. Thank you Steve. Warilla

Due to an injury before travel, I needed to cancel my trip booked to China. Once I had all the necessary documents required, it was a quick, easy process. I have travelled many times and had travel insurance with 1Cover; now I have further peace of mind that it works when required. Show details

During a recent overseas trip I slipped over and broke my glasses upon returning home. I put a claim in with one cover which was dealt with very quickly. Super happy with the service and recommend them and use them every time we travel. Show details

I am writing this to express how well one cover handle our claim due to my wife having a medical condition which stopped her from travelling overseas recently. One cover handled this claim within 5 weeks. Staff members assisted us through the process and documents needed to satisfy the claim I have to say that the comprehensive travel amount we… Read more

paid for the trip was money well spent. My wife and I have used one cover insurance on numerous occasions over the past 10 years when we have travelling abroad to the Mediterranean, Canada, and Asian countries. The process of buying the product required for our trip was easy to complete online.