1Cover Travel Insurance

We had a really disappointing experience with 1 Cover Travel Insurance. My husband became extremely during the night before our flight to leave Spain from what we thought was food poisoning. We went to the local hospital to get treatment where they gave him fluids and medication to stop the vomiting. We had to change our flights and book an… Read more

extra night's accommodation until he was well enough to travel home. When we tried to claim against our travel insurance we were asked for full medical records due to a gastric band that was mentioned in the medical reports. We felt like we had to go through the third degree and then had the claim rejected after weeks of waiting. I am sure anyone with food poisoning within 12 hours of an international flight would certainly be delaying the flight home, regardless of having a gastric band, however this did not even seem to be a consideration. We did not get a call to discuss before the claim was rejected, apparently because we didn't mention this procedure from 16 years prior it was a technicality that allowed them to reject the claim. Before this claim we had used 1Cover for all our travel insurance for several trips per year over several years. I guess my advice to others is to make sure you remember to mention even the things you don't think are a big deal so they can't find loopholes to get out of paying out. It would have been nice to have the opportunity for a review of this decision. I have lost a lot of faith in travel insurance since this situation, considering we had been loyal customers for such a long time. I don't feel like this claim was fairly dealt with and I don't have confidence that we will be taken care of in future.

Worth their weight in gold. Seem less process right from the start after an unexpected trip to the ER in the US. They had to do a lot of tests as it was my heart, so the bill was huge. 1 Cover handled everything directly with the hospital. I had used 1 Cover several times before this and I am currently in the US again and would not ever use anyone… Read more ·  1

other than 1 Cover. So refreshing to not have push back from an insurance company. Thank you 1 Cover and thank you Fred.

Tried booking annual multitrip policy. When you try to change excess from $200 to $100, application process starts again from the beginning. No contact phone numbers, but get a delayed email response with incorrect phone contact details. Left call back message. No one calls back. Bought travel insurance policy elsewhere. if you want to change or query any policy issues, go elsewhere. 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

My international flight from Sydney to Los Angeles was cancelled after take-off due to a safety issue. The captain advised the aircraft fuel gauge was faulty and did not want to risk continuing the flight over the Pacific Ocean. After returning to Sydney, I was forced to purchase replacement flights at the airport at significant expense because… Read more

the airline's rebooking arrangements were not suitable for my travel plans. I needed to arrive in the USA in time to celebrate Thanksgiving with my family.

Despite the cancellation being completely beyond my control, my travel insurance claim was rejected because the event did not fall within a narrow and specific list of covered triggers under the policy. After progressing the matter through the insurer's internal complaints process and then AFCA, the decision was ultimately upheld based on the policy wording. 1Cover would not even entertain a partial settlement in good faith to resolve the claim. My advice is simple: read the PDS carefully before purchasing any travel insurance policy. Marketing terms such as "Cancellation Cover" included may not provide the protection you expect unless your circumstances fall within specific defined events. I have been a 1Cover Travel Insurance customer for many years, without making a claim, but based on this experience, I will not be purchasing a 1Cover policy again.

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 ·  1

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.

We were in Fiumicino about to travel back to Australia when one of our daughters fell ill with a gastric bug. We obviously couldn't travel so I contacted the 1Cover Claims and Emergency Assistance Team. They answered immediately and were extremely friendly, responsive and helpful throughout a number of calls organising alternative flights and accommodation. No detail was too much trouble, well done team, ten out of ten! Show details ·  1

I had a very positive experience with 1Cover following a ski accident in Japan. Given the circumstances, I couldn't be happier with the communication, support, and ongoing assistance provided by the team from day one. Their professionalism and regular updates made a stressful situation much easier to manage. This experience reinforced just how… Read more ·  1

important it is to have comprehensive ski cover when travelling. I’m extremely grateful for the care and support I received and would highly recommend 1Cover to anyone planning a ski trip.

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 ·  1

If I could give 0 stars I would. We had to cancel our overseas trip due to my husband having a stroke. supplied all the details they were after, they have now come back asking for a letter from his GP as the letter from hospital was not enough. and to upload digital documents. as a senior citizen I don't know who do to it and with my husband in intensive care I don't have the brain space to learn so A1 give me my refund and stop dicking around Show details

I needed to cancel my travel insurance policy, which I had set up three months ago. It was still more than 5 months til I was to depart. 1Cover wanted to charge me over $350 to cancel, falsely claiming the prorata cancellation costs were clearly stated, which it isn’t! Upon complaining, they eventually agreed to reduce that rip off down to $100! Do yourself a favour and DO NOT use this company!! Show details

If I could give a rating of less than 1 star I would. We had used 1Cover previously due to their competitive prices. I won’t be making that mistake again. After contracting influenza type A overseas, we contacted 1Cover to seek approval to book an additional hotel room so other family members could isolate. 1Cover advised this was acceptable so we… Read more

booked the room. When we lodged the claim we provided the medical certificate and other documentation such as proof of purchases etc. On each occasion they requested more and more documentation, which became increasingly difficult or impossible to source (this went on for months). Eventually they refused to acknowledge the conversation we had with them overseas giving us approval to book the additional room and did not refund us for the costs. Never again.

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.

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 ·  1

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 ·  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

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

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 ·  1