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1Cover Travel Insurance
Comprehensive, Domestic, Already Overseas, etc...Reviews
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In these days of Covid it is wonderful to deal with ethical people. 1Cover is such a company. They were kind enough to roll policy over until time I could travel. Efficient, pleasant and comforting to know they were there. Thank you 1Cover. They were rightly recommended.
- 3 reviews
- 4 likes
- Comprehensive Travel Insurance
- Verified
Hang up dial tone on all contact numbers for general support
As stated in previous comments from other unhappy customers. We too were given 18 months to use credit due to covid restrictions early last year. My wife and I are heading to Cairns on Monday and I have tried to book travel insurance for this trip using credit. I have tried two phone numbers and both hang up straight away. It's disappointing trying to contact the company for an enquiry and not getting through; I can't imagine how frustrating it would be if you have an emergency. I have used 1cover pre covid and was happy but this may change my mind.
I bought the comprehensive cover in February of 2020 for my family trip in March to New Zealand and Pacific Islands. This was prior Covid-19 being globally widespread as at the time it was only contained in China so we thought it would not affect our cruise. By March, news have gotten around that it was no longer safe to travel so we got the announcement from our cruise company that they were going to discontinue cruising until further notice and that they would offer us a credit refund.As soon as that happened we notified 1Cover to let them kn...
Read moreow that we would not be able to go on our trip anymore which means that our cover would practically have no purpose. Understandably they too offered us a credit refund and mentioned that there was a 12 month expiry date for it. We understood it was the logical and most sensible thing to do at the time so that it would reduce the loss for all parties so we accepted. Months passed by with the virus getting worse and our cruise company and plane tickets were aware of the situation and allowed us to extend our vouchers for another year which was a nice gesture. However, we have not heard anything from 1cover since March 2020 not even an update email. So last month as our credit fund is about to expire as it has been 11 months already and we still do not have the option to safely travel internationally, I decided to call and ask about our credit and what will happen to it but not a single person answered. I tried several times and received radio silence so I decided to send an email enquiry instead about the current situation.About a week later I got the most generic apology as they replied back offering me a credit voucher. Whoever replied to my email clearly did not understand that I already have that but my main concern is that it will EXPIRE before I can even get to use it. I replied back trying to explain again about my credit and was met with another useless reply as they gave me a lecture about how insurance policy works. I think most of us who choose to buy insurance policies know how they work and that would require something for us to insure in the first place - our trip that no longer exists -. Given the state of the current world we live in you would think there would be a little bit more kindness and support for each other but I did not get any of that here. The email support was of zero help and no one would even answer the phone. We chose 1cover in the first place given the high reviews and praise people gave them for their quality service but there was no quality from the service I received. Absolutely no understanding of the reality of the situation with no care for the customer but the money that they can take from us. Really disappointing and I wouldn't wish this kind of service on anyone.
Hi Lily. Sorry to hear about your experience. Please send me the last 6 digits of your policy number and I will arrange for your case to be reviewed. Thanks, Doug.
Hi Doug,thank you for replying back. My policy number ends in 582458
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I have used 1cover a number of times over the years and this year I had to make a claim while still overseas as my husband had an accident. They paid the claim without any drama. The thing that impressed me most was the personal phone call I received to check that we were ok and especially in this covid time if we were ok for accommodation etc and if we needed any assistance and advice to just call 24/7. That really is a great service and so reassuring. My husband needed some extra treatment due to injuries from the accident eg physiotherap...
Read morey and they paid that also. I certainly would recommend 1cover to anyone and will definitely be using them only from now on. The only suggestion I have is with the online claim form. After you had uploaded a document you could not see if it had uploaded properly and anything you wrote you could not see again incase you missed anything. I had many documents to upload so that was a bit difficult and a number didn't upload and 1cover emailed me to ask for them again. So you need to be able to see what you have submitted after you have done it.
Purchased this policy in Jan 2020 for trip to Europe in Dec 2020. Every aspect of my trip was non refundable and looking at onecover website they encourage you to chase a refund every which way including through your credit card company, however when I enquired about a refund for this policy that won't be used, I was told credit option only. Other insurance companies have refunded policies. Don't understand why onecover will only issue a credit. Emailed for a credit (because they don't answer the phones) and received a credit for 18 months from...
Read more when I opted to cancel....not even 18 months from my original travel dates!! This policy will be unable to be used and when I do travel, I certainly will not use them again. So disappointing. Meanwhile, every single aspect of the rest of my non refundable trip has been refunded in full. Pretty ironinc that the insurance is the only one that will not refund. Disappointed.Related Articles
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- 5 reviews
- 5 likes
Before taking out a policy with 1Cover check their cancellation fees and any possible refund. I had to cancel my holiday, due to COVID 19 Virus, before it started and tried to get my money back on the policy I did not use. In March I was told no refund as it was outside the cooling-off period. I could, if I wished, claim for out of pocket expenses, this I did and it was refused due to the VIRUS. I was charged $301.97 costs. The policy cost me $960.82. It took eight months of negotiations. I never had an answer within 14 days as stated unless yo...
Read moreu count "we have received your Email". I have never used this company before and never will again. I was going to Antarctica & Sth America. I had another holiday booked with a different Insurance Co. for which I got a full refund no problems., also outside of the 14-day cooling-off period. 1Cover- (With regards to your request for a refund of the insurance paid to 1Cover. As your policy has been on-risk for pre-trip cancellation from 12th February 2020 until the international travel ban was announced on 18th March 2020, and you are outside of your 14 day cooling-off period, we are unfortunately unable to offer a full refund on your policy. The Australian Financial Complaints Authority (AFCA) provided advice on an appropriate calculation for a policy refund related to the COVID-19 outbreak (here): (From the time a travel insurance policy is purchased, some cover is generally provided for cancelation and unforeseen events. This means the policy is providing coverage or already ‘doing work’. For this reason, it is fair for an insurer to retain a portion of the premium in consideration of this cover.) Your request for a refund of the policy premium has been escalated to management here though. We are striving to offer customers affected by the COVID-19 outbreak some flexibility and taking into account your individual circumstances, I am pleased to advise that we can offer you a pro-rata refund of $658.85, if this would be an acceptable outcome to you. I should advise that in order to refund a policy, it must be cancelled, and you would not be able to make any claims or exercise any other rights under the cancelled policy. Please respond via reply email to confirm you wish to proceed with the cancellation of your policy and pro-rata refund of $658.85 and I will organise this for you. I hope I have explained the above clearly and that you feel your complaint has been considered fairly and in good faith. I have attached the complaints brochure for your review. If you feel that your complaint remains unresolved, or you are unhappy with how your complaint was handled, you can request escalation of your complaint to our underwriters to Stage 2. Please let me know if this is the case. Kind regards,)Hi Pixie, the COVID-19 pandemic has been an extremely challenging time for the industry and we've been doing our best to work with customers to provide flexible options. I'm glad to hear you are happy with your outcome. Regards, Doug.
Thank you Doug. I have no idea how to delete review. If you tell me how to do it I can give it a go. My only thought now is this should have not got to the stage where I felt a review was my only answ...
Read moreer. With all my medical problems I have never claimed a cent over the many years travelling O/S.
- 3 reviews
Twice 1Cover has proven to be gold standard - first with coverage for illness before travel, and recently with a refund related to Coronavirus. Both claims were handled quickly and professionally.
Hi howey45, I'm glad to hear you were happy with our service. Thanks for taking the time to leave a review. Regards, Doug.
- 2 reviews
- 1 like
I've been using 1Cover travel insurance for my overseas and domestic travel for 15 years and I'm very happy with the service they provide. Unfortunately I've had to make 3 claims in that time - one for an evacuation as the result of a hurricane, and two for unexpected illnesses. On two occasions I was provided with assistance, advice and support while still overseas, and with the most recent claim, when I was hospitalised the day before I was due to leave on our latest holiday, I was provided with great support from 1Cover when I advised them ...
Read morethat I had to cancel our entire trip. All of the claims officers were friendly and knowledgable, and helped me through the claims process, and each of my claims were resolved with a good outcome for me. I would highly recommend 1Cover and found their policies to be excellent value for money. I can understand that people affected by the COVID-19 pandemic are frustrated and upset because their travel insurance policies don't cover pandemics, but if you're after peace of mind regarding unexpected illnesses, injuries, etc, while travelling, I don't think you'll find a better company.Hi Lara, thank you for your kind words and taking the time to leave a review. Regards, Doug.
- 5 reviews
I've used 1Cover, three times and have yet to make a claim. It's comforting to know that there is a backstop if something goes array. It's easy to apply for and and takes very little time. Compared to other companies, it seemed good value. There were no issues getting a credit when my travel plans went crazy with Covid. Couldn't be happier
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I have been using OneCover for ages. Will never use them any more.
Took our policy premium and turned around saying never cover any pandemic.
I put in a travel insurance in Feb 2020 for a European trip in Sept 2020. It was no sign of pandemic affecting Europe at that time. OneCover took my insurance premium and said nothing. When I made a claim for not travelling in view of Australian government advice and could not get refunds. The claims officer said I should know there were pandemic in Feb 2020 (Not true - No one expected that. WTO said it...
Read more was safe to travel and the viruses affected China only). My reason is why you accepted my insurance cover and took my money in Feb 2020 if you knew there were pandemic or at least gave me a warning that my insurance will cover nothing if I go ahead if you guys had more information than I had about the pandemic at that time. The MINIMUM you can do is to refund me the premium you took understanding that I would not get any protections for the coverage. It is a scam.Hi Aussie, pandemics have been a general exclusion on our policies for many years as outlined in the PDS. There were travel alerts on our website (including links in the quote path) as far back as Jan...
Read moreuary 28 that highlighted the pandemic exclusion and that the Coronavirus had become a known event. https://www.1cover.com.au/travel-advice-news/coronavirus/ Nevertheless, you are welcome to have the outcome of your claim reviewed by sending your details to info@1cover.com.au. Regards, Doug.
I purchased comprehensive travel insurance with 1cover which cost me a whopping $1154.14 pre-covid. I was meant to depart for my trip on the 26 April 2020 but the Government had put in place restrictions that meant we could not leave. Not only did 1cover not provide any assistance with helping get refunds from any of the bookings being cancelled. They did not even provide a refund for the policy which could not cover anything. They are extremely unethical business, taking advantage of Australians through this difficult time. How do you take peoples money, not provide any service and still take our money. Please avoid this company at all cost! They are not worth it. You cant even contact them by a phone call.
Hi Luke, sorry to hear this. Please send me the last 6 digits of your policy number and a team member will be in touch to review your options. Regards, Doug.
- 6 reviews
This company refuses to answer the phone - they are hiding. Why even have a phone number that tells you they wont take a call. I send in emails on the advised email address but just get answered with the automatic response. Cant believe it is this bad.
I want to know the definition of a large boat as I want to use my credit. I am going on a ship 72 pax and 25 crew (62 ft long) out of cairns on 4th November but they wont evacuate if the boat is small. I cant even find out if this ship qualifies.
Unbelievable. Please answer me.
now 2 weeks after I wrote this review and not contact at all.
Hi Ruth, sorry to hear you are not getting a response via email. Please send me the last 6 digits of your policy number and I'll escalate your query with the team. Regards, Doug.
Hello Doug, I have been asking a question and only getting automatic answers. I want to travel on a ship ex CNS and back to CNS for a week on the 4th November 2020 (staying in Australian waters). I...
Read more need to know the definition of a large ship as mentioned on page 76 of your terms and conditions - with reference to remote evacuation. The ship I want to travel on is called the Coral Discoverer and carries 72 pax and 25 crew and is 62ft long. I previously purchased your cruise insurance for a trip last April for the Kimberley only to find out after the trip was cancelled that you would have never covered me because the boat was considered too small. I cancelled that trip before it happened but you would not give me a refund because even though I rang to ask if I was covered for remote evacuation I cannot remember the day I phoned . (my phone bill is not itemised. Would you be able to remember a date of a phone call in April. Now that I cannot get my money back I would like a credit please... $184.50Now 2 weeks later and I have had no response. I cant believe how bad this company is - even though I have had the "Doug" response. Must be an automatic response - so bad.
- 16 reviews
- 7 likes
I understand Covid-19 is not covered by any travel insurer, however the premium paid should be refunded but NO. No service should be No pay, but these thieves won’t refund my Measly $70.47. Shame on you lot taking advantage of travellers and I will NEVER recommend you thieves. Times like these bring out the best DON’T THEY? SHAME!!
Hi Kay, we are working with customers to achieve happy outcomes. Please email info@1cover.com.au with your policy number for a review of your case. Regards, Doug.
Your a joke Doug. No response from you. I think robot reply. However, I got call and received promise to get refund of premium from Sia. Thank you, but what a horrible way to get response. Premium Only. Nothing else due to Virus non cover.
Hi Kay. I arranged for Sia to give you a call, rather than going back and forth here. Regards, Doug.
Purchased a cruise travel insurance and the cruise line decided to divert back to the departure port which caused us to miss 2 ports of call and our airplane ticket. They don't want to pay!
Hi Sabrina. Sorry to hear about this. If you're unhappy with the outcome of your claim, you can email complaints@coffre-fort.com.au
Regards, Doug.
Hi Doug, we already emailed the complaints department and they refused to pay or gave us a back our money for the cover. Could you help us with this?
Hi Sabrina, unfortunately, if it has been through the complaints process, there's nothing more I can do. – Doug.
- 2 reviews
Took out travel insurance but can’t now travel because of virus company will not refund only credit
Would not recommend I may never use the credit and they keep over $600 for nothing
Not a smart way to treat customers other companies are refunding look elsewhere
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Questions & Answers
Hi l booked travel insurance for an Australian holiday in June /July in 2020 which did not happen.
We have rebooked our holiday for 2 weeks in August this year. Can our insurance payment be carried over to cover this holiday. Last digits of the policy are 2433096.
Regards Graeme Porter
Hi Graeme, Sorry to hear about your trip being cancelled. During these challenging times and the extraordinary circumstances of the coronavirus (Covid-19) pandemic and travel bans, we are offering flexible options for our customers.
You can change the dates or amend your policy start date to be up to 12 months (365 days) in advance of your policy issue date.
If you're unable to travel within this timeframe, or you are unsure when you may travel again, you may be eligible for a travel insurance credit so that you can buy a policy when the time is right for travel and you've confirmed your new details.
You can request a credit by logging in to the Policy Manager here:
https://www.1cover.com.au/login/?redirect=%2Fpolicy-manager%2F
I hope this addresses your query. If not, the best way to contact us is directly here: https://www.1cover.com.au/contact/form/ rather than via a third party website.
Warm regards,
Natalie | Social Media Team
Hi i took out a policy on 28th October, 2019 for yearly travel insurance. Were you offering an extension or partial refund on the policy ? I tried contacting you numerous times but you were too busy. Many thanks Michelle
Hi Michelle, thanks for your query.
We understand that COVID-19 and the resultant travel restrictions has caused significant disruptions for thousands of our customers’ travel plans. During these challenging times we are offering flexible options by way of credit vouchers and in certain circumstances partial refunds. As customers circumstances are far ranging, we have been assessing each written request individually.
If you were unable to travel on your policy, you may be entitled to a travel insurance credit-voucher to use for future travel. You can request a credit by logging in to the Policy Manager here:
https://www.1cover.com.au/login/?redirect=%2Fpolicy-manager%2F
I hope this addresses your query. If not, the best way to contact us is directly here: https://www.1cover.com.au/contact/form/ rather than via a third party website.
Warm regards,
Natalie | Social Media Team
My wife and I took out travel insurance for a trip too Hawaii iNovember 2019 the policy no is IC-UA-CPN2478636. You offered us a credit but have not heard a word from 1cover since you said we were Nbn entitled to a refund this is about the 17 time we have purchased international travel insurance from you and you can’t even keep us updated to what is happening with our $599 we paid you in November 2019. I am now nearly 73 years old and have not been well for some months now and cannot see myself travelling in the near future so I will ask you once again if we could please get a refund (or partial)of our $599. Or a reason why we can’t have a refund
Sincerely yours
Steve and Irene Cahalin
Hi Stephen, sorry to hear this. I will escalate your case with the team and somebody will be in touch soon. Regards, Doug.
Thank you for replying to us we have been loyal customers for many years we will looking forward to discussing our unfortunate situation
Steve and Irene
how do I use a credit note to pay for insurance on a new policy
I'd just contact the company when you are ready to get more insurance.
Hi Judy, you can send an email to info@1cover.com.au with the details of your new trip. Regards, Doug.
Get an answer from our members and 1Cover representatives
Details
| Category | Travel Insurance | Travel Insurance | Travel Insurance | Travel Insurance |
|---|---|---|---|---|
| Underwriter | Lloyd's | Lloyd's | Lloyd's | Lloyd's |
| Maximum Age Covered | 74 years old | 101 years old | 74 years old | 74 years old |
| Medical Coverage | ||||
| Overseas Emergency Assistance | Unlimited | Unlimited | Unlimited | Unlimited |
| Accidental Death | Not Included | $25,000 | Not Included | $25,000 |
| Emergency Dental | $500 | $1,000 | $500 | $500 |
| Pregnancy (max weeks) | 24 weeks | 24 weeks | 24 weeks | 24 weeks |
| Resumption of Journey | Not Included | $3,000 | Not Included | $3,000 |
| Hospital Cash Allowance | Not Included | $5,000 | Not Included | $5,000 |
| Overseas Emergency Medical & Hospital Expenses | Unlimited | Unlimited | Unlimited | Unlimited |
| Loss of Income | Not Included | $10,400 | Not Included | $10,400 |
| Permanent Disability | Not Included | $25,000 | Not Included | $25,000 |
| Luggage & Personal Effects | ||||
| Theft of Cash | Not Included | $250 | Not Included | $250 |
| Delayed Luggage | Not Included | $250 | Not Included | $250 |
| Credit Card Fraud | Not Included | $5,000 | $1,000 | $5,000 |
| Travel Documents / Passport | Not Included | Included as part of Credit Card Fraud Cover ($5,000) | Included as part of Credit Card Fraud Cover ($1,000) | Included as part of Credit Card Fraud Cover ($5,000) |
| Maximum Single Item Limit | Not Applicable | $3,000 (Computer or camera) | $3,000 (Computer or camera) | $3,000 (Computer or camera) |
| Luggage & Personal Effects | Not Included | $15,000 | $5,000 | $15,000 |
| Ancillary | ||||
| Personal Liability | $5,000,000 | $5,000,000 | $5,000,000 | $5,000,000 |
| Rental Vehicle Excess | Not Included | $5,000 plus optional additional cover up to $8,000 | Not Included | $5,000 |
| Motorbike / Moped Coverage | Included for bikes up to 50cc | Included for bikes up to 50cc | Included for bikes up to 50cc | Included for bikes up to 50cc |
| Domestic Pet Care | Not Included | $500 | Not Included | $500 |
| Special Activities Packages | ||||
| Golf | Not Included | Not Included | Not Included | Not Included |
| Cruise | Not Included | Optional Extra | Not Included | Optional Extra |
| Adventure | Not Included | Not Included | Not Included | Not Included |
| Snow / Ski | Not Included | Optional Extra | Not Included | Optional Extra |
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Simplicity
Remote evacuation/medirescue
Solved a big problem !
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Hi Rusty, Sorry to hear about your experience with 1Cover. The best way to contact us is via email info@1cover.com.au. Response times are currently within 24 to 48 hours on business days and within ...
Read more72 hours over the weekend. Can you please provide me with the last 6 digits of your policy and I can have someone from our customer service team contact you.