Commonwealth Bank Travel Insurance

Had a skiing accident overseas and had taken out snow sports travel insurance cover with CBA/Covermore. They were great when we called from Japan and handled my claim professionally and in a timely manner. They reimbursed me for all medical expenses and cost of the upgrade on my flight home (a medical requirement). We had kept documentation for everything so it was a very straightforward process for us. Show details

CBA CoverMore Travel Insurance - Claim Lodgement Procedures adopted by CoverMore Travel Insurance were Impractical & Unreasonable! 28 November, 2025 Air New Zealand Flight NZ 659 from Christchurch to Queenstown was cancelled due to operational problem. CBA CoverMore Travel Insurance required Claimant to send Claim Form to all involved Agents… Read more

ie Hotel, Airline, Tours to complete their section in applying for compensation.

These Agents refused to complete the "Agent" part in the Claim Form because they did not want to disclose their commercial secrets in operating their businesses.

I bought my air ticket from BudgetAir.com who is the Agent for Air New Zealand. When I sought help from BudgetAir.com to complete the "Agent" section, BudgetAir.com referred my issue to their mother company, Travix who refused to fill in the "Agent" section and requested me to contact Air New Zealand directly. I was thrown "back & forth" by BudgetAir.com.

CBA CoverMore Travel Insurance in this case had complicated the proceedings for the Claimant (me) in applying for compensation.

At the end I did not proceed with the compensation was because the claimable amount was slightly less than the Excess.

In addition to this case, I was also dissatisfied with CBA CoverMore Travel Insurance for a few travel policies being issued by them. The quality of their staff was poor - they misspelt my name, added a name, removed my middle name, changed my title and omitted part of my home address.

Previously I had voiced the incompetence of their subordinates to the Supervisor by phone, but nothing was improved. Only until last week when I arranged another policy for my upcoming travel, the policy issued was sound!

CBA gold card travel insurance was great – Had kidney stones in Europe. Rang the number. They noted my claim. Then a medical specialist rang to help. I was also advised I could go to any hospital. I kept my receipts and reports. I submitted claim when back home. No problem. 3-4 weeks later payment was sent. I actually felt supported throughout the entire experience. Show details

Exceptional customer service – The customer service of CBA Insurance is EXCELLENT. Not only did they recognise mistakes in setting up 3 overseas policies, they gave me full refunds, despite that two policies has been set up months prior. Their patience in correcting these policies was commendable. Show details

Commonwealth Bank Travel Insurance through Cover-More – It was relatively easy to take out Insurance cover on-line and was good value. I made a claim for Medical Expenses on 19th May 2024 and the claim was approved on 28th May 2024. Show details

I was really disappointed with CBA Travel insurance. We have the CBA Ultimate MasterCard because of their features and benefits around travel including travel insurance. We took out a policy for a skiing holiday in Japan. They have recently changed their travel insurance activation procedure by requiring two things to happen: 1. Activate the… Read more

coverage online prior to departure 2. Spend $500 in a single transaction on the trip prior to departure. (New requirement)

We did both months before our trip. Online activation is simple enough, and we purchased our airfares on the card. Single transaction over $500 with Qantas.

I decided to give them a call a few days before we left to get some advice on a possible pre-existing medical condition. As an after thought I mentioned that the required spend on the card (airfares) had come through as two charges on the same day and same time (one for each traveller). I just wanted to check they were happy that this would be considered the one transaction even though it came through as two charges on the same day. Thank goodness I asked because they would not accept that, and we would have wondered off travelling overseas blissfully unaware we were not covered!

So I then asked for my money back. Unbelievably they were not going to refund the full amount because it was past the cooling off period. So - there was no travel insurance cover or risk they were carrying. The policy was not triggered because of not having the $500 single transaction charge on the trip, yet they wanted to hold back a cancellation percentage when I asked for a refund!

After some pressure and escalation for management approval they did finally refund. So one star for doing the right thing refunding.

Very disappointing behaviour showing a lack of empathy towards loyal customers that have banked with them for decades. Be warned and make sure that you have fulfilled their preconditions for activation of your CBA Card travel insurance cover.

Disgusting ethics – I was given a quotation for $936 suddenly email came for exactly the same coverage product etc over $2,700 I called and left several messages before someone did eventually get back to me. The conversation was recorded and the person agreed that the person on the phone gave me a wrong quotation. No apologies and pretty much told me that if I want… Read more

to be cover I would have to pay $2,700. That give you an idea the sort of company commonwealth bank is. A total rip-off

Lousy uncaring service – I hurt myvleg stepping out of a pool in Flores. I the couldn't walk. Went to their hospital the next day. Xrays couldn't tell anything. I rang my specialist who advised I come back to Australia "sooner rather than later". I had to buy a new airfare from Bali and had to purchase 1 nights accommodation in Bali. I was wheelchaired all the way from… Read more

Flores to Brisbane on my own. My friends stayed on in Flores. I spend all the next day after the hospital visit lying on the bed talking to flight centre..my specialist and cover more insurance. I sent them all the necessary paperwork and the approved the claim. When I arrived home I tried to claim. They wanted all the info and documentation again. The form was almost impossible to fill in. They wanted My doctor to fill in pages of info and of course I would have had to book an appointment with him and pay. Because it was a $500 excess I would have only received $400 back. I am a university trained professional woman who had difficulty with the forms...I can't understand how anyone would be able to do better than me. I finally gave up. It wasn't worth my time or any more money to get the rest of the information. This was after they had already approved it!!! I feel like taking to an insurance ombudsman.

Had to cancel overseas trip due to medical reasons and cover more insurance were amazing.We received a full refund less $500 excess The staff were great help over the phone and on line .Much sure you have all your statements and receipts. Would highly recommend them for travel insurance Show details

Terrible claim procedures and do not answer emails at all when needing help – I am on holiday in Greece, my luggage was lost for 4 long days from around midday 5 July to 8 July 8pm. I rang the emergency helpline who were great they told me I could spend the $500 delayed luggage allowance to buy essential things and no excess applies to delayed luggage claims. So I spent the money and bought my essential items. I had a… Read more

wedding in Athens on 9 July so after this I attempted to try and fill the online claim form on my phone which was very difficult to do and took several attempts (actually many hours) to finally being able to submit the claim on 26 July. On 7 August I was notified that my claim had been approved minus the excess. I then sent an email back telling them I was upset and that I had been advised from the Emergency assistance staff no excess applies to delayed luggage claims. I then sent another email attaching the PDS page where it writes no excess applies. I also rang CBCovermore on 9 August and asked again had a mistake been made and they told me yes, and that the claim would have to be reassessed again. I was told to complain to customer service if I want, so I did who then sent me an email that they are sorry and I would have to contact cover more direct. Who have not been replying to the emails I have been sending them. As of 17 August no email acknowledging the error Still waiting for an answer. NEVER USE COVERMORE!!!!

WORST BANK, WORST INSURER – I’d give ZERO if I could! Avoid like the plague! This is an absolute scam - they will try to find every loophole around paying you out, even if you have met all criteria, then they will say it’s been escalated to disputes- well it shouldn’t be- there shouldn’t be a dispute if you would just do your goddamn job properly and read the evidence… Read more

provided to you!!! Worst decision of my life to both use CBA as a bank- and to use them for my travel insurance. Be warned!!

Cover Less – I've been a Commonwealth Bank customer for over 10 years and have had various products with them, including different premium credit cards. I June 2024, I’ve made my first insurance claim ever using CBA Ultimate Award credit card. Unfortunately, it was nothing but frustration. I spent hours on the phone and talked to at least 7-8 different people.… Read more

Nobody could clearly advise me how to make “Purchase Security” claim and if the induction cooktop that I purchased just one week ago and accidentally damaged can be covered. Finally, I’ve managed to get to the Cover More (or Cover Less?) that was still called “Travel Insurance” and could not clearly explain much about the “Purchase Security”. They requested me to fill in the form, and after a few days requested a bank statement. I attempted to make few email enquiries about the progress was simply ignored by this company. Customer service staff on the phone was not very helpful at all and even was not really polite. Finally, my claim was declined because “Purchase Security” does not cover “furniture, furnishings or household appliances”. In fact, if you read between the lines, it pretty much covers nothing, and these people will always find an excuse how to reject your claim. All in all, as a customer who has a home mortgage, personal and business banking with CBA, I can only recommend my bank to consider more reputable insurance company that treats their customers with respect and does the job instead of pretending that they are providing CBA customers with so-called “Purchase Security”. Very sad and disappointing.

Change credit cards to a bank that offers proper insurance – Had to re-arrange a trip due to the death of my father and they are bending over backwards not to assist, this insurance is appallingly dodgy and CBA should be ashamed of using this. I have been travelling for more than 13 years and the only time I needed the insurance they are letting us down badly. Their handling of claims is amateurish to say… Read more

the least but with a single objective, wear you down with lame, convoluted PDS interpretations and unsubstantiated 'reasons' so you give up. They aren't even able to make sense of their own PDS and resort to even more ridiculous 'excuses' not to pay. They either have some rather inexperienced and limited individuals responding to claims or are deliberately acting in bad faith.

No use for Snowboard equipment – Do not bother insuring if you are skiing or snowboarding as items are not covered if they are “in use”. Commbank advice told me to lodge a police report, which I did, then they told me not to lodge a claim. Show details

Be very Careful – When taking a International Travel Insurance out with CoverMore through CBA I scrutinised the PDF and all information I could gather regarding being insured for COVID while on a Cruise. Their pages on "Travel Insurance and COVID" states that they cover on board medical expenses on a multi night cruise if Cruise Cover is included in your policy.… Read more

After buying the insurance I discovered that this was not in the case if you get the insurance through CBA cards. It will state in the PDF of Cruise extras in the last sentence regarding claim for COVID 19 :No.28 (c) you were not travelling on a multi-night cruise at the time of testing positive to COVID 19. Meaning there is no cover. I spoke to Cover-more consultant who reaffirmed this point. They were very helpful and I was able to cancel my policy as was still in the 21day cooling off period. I am assured I shall receive my refund So be very careful as it was one little sentence, up to that point I believed we were covered for COVID on a Cruise

I can't even activate my insurance – I have tried multiple different times to activate my international travel insurance that's comes free with my credit card, every single time I provide the travel dates and location and then I'm taken to a blank screen that does not load. The AI bot was completely useless and not at all able to help either. Don't offer travel insurance if customers can't even use it CBA, poor form. Show details

Zero rating – Husband hospitalised in Morocco. Ran around getting documents for insurer to get hospital paid before husbands discharge but although covermore assist verbally advised claim was approved insurer made no real attempt to contact the hospital. I was forced to pay ‘treatment’ costs (immunoglobulin) during his stay then to pay the hospital cost… Read more

$20,000. No help offered. Then message received when we were on the plane they could book flights for us. Too late!! Then no wheel chairs at airport. Told to walk up the ramp at airport just 3 weeks after being in hospital with paralysis. We could have requested a medi vac but tried to keep our costs to a minimum given the dreadful response on hospital payment. Full Claim form lodged on 4/12. No acknowledgement or response until 11/1 - which we didn’t receive. Still waiting on claim of $30k to be paid as at 21/3 although verbally approved in Morocco on 20/10. Covermore Continually replies to wrong email not the one lodged with claim form. Have told them 5x to correct email. No advice as to progress of claim at any point. Although receipts for everything were lodged we were asked for credit card statements over 2 months after claim officially lodged. Terribly stressful. CBA site doesn’t work. Formal written complaints to cba and covermore are ignored. CBA washed its hands of it. Who knows a travel insurer worth insuring with?

Nightmare to Claim – We had to cancel our trip 2 days prior to departure due to a medical issue which ended with me being hospitalised. Supplied the hospital admission/discharge forms, a letter from my surgeon etc. Been waiting 3 months so far and still no resolution - their correspondence says 10-20 business days each time and directs you to use their portal to… Read more

respond and check on the status, but said portal hasn't worked once in the last 3 months. The entire process feels intentionally difficult to navigate and I highly doubt I'll see any money returned. Will never use again.

Online claim site constantly down, Difficulty claiming – Website constantly down when I try to manage a claim that was started, directs you to phone number who tell you it's easier online but will email you form. Tried to manage claim up to 10 times online, it simply doesn't work! The whole process seems to revolve around making it difficult to lodge a claim Show details

Do not travel without insurance - – Great service at a difficult time . We have used them several times over many years . The care provided was excellent and the claim process uncomplicated . We would recommend them to anyone Show details

Close your CBA account and go elsewhere – A Royal Commission has not deterred this company from selling dud policies. Travel Insurance taken out 5 months before pandemic was useless and not worth a cent. Claim denied so now out of pocket thousands. Only way to talk to this bank is to leave and go elsewhere. Been with them for life but when you lose so much money in one hit due to dud insurance agreements, go elsewhere. Policy taken out in good faith well before pandemic means nothing. Show details

I'm impressed by how smooth the handling of my claim was! – I lost my $2000 phone whilst travelling, and when I came back I made a claim. Although the police report was in another language, and the ink was very light among other details that insurances might argue about, still my claim was approved without any questions or arguments in the predefined timeframe, despite being in the middle of the coronavirus crises. I think I'm going to stick with them for good. Show details

Government travel ban, worldwide pandemic, doctors reccomendation for safety of pregnant wife= NO CLAIM – My wife is pregnant. Australia has travel restrictions. The world is literally on lockdown due to this virus. Our obstetrician provided us a letter stating my wife is unable to fly. Commbank has requested that they are unable to provide insurance cover unless our doctor admits my wife into hospital and discharges her We are now paying to visit the… Read more

Obstetrician to have an additional form completed on our behalf, obviously spending money is the only way to recoup your money. As mentioned in other reviews here, it seems like the pandemic, government travel bans, the safety of my unborn child and pregnant wife are not valid enough reasons to process our claim. We needed a holiday break, not more anxiety for a trip we paid for and not had the opportunity to enjoy. Shame on you CBA

Pointless, not real insurance – Just finished going through the process of attempting to claim for items stolen from a hire car. Basically so many wriggle words in the PDS that almost nothing was covered, got a $5 approved reimbursement.. pathetic. Show details

Another bank deception – Been a member of the Com bank for 40 years, and after they recommended their credit card travel insurance,then to find out afterwards that it doesn’t cover the Coronavirus.I felt that the bank has continued on there misleading ways.BUYER BEWARE.Considering I activated the policy six months ago,before paying $27,000 for our holiday. Show details

Thanks for nothing – After choosing this card insurance, thinking that it was a reward for being good customers for decades I have just found out like many others that it is useless now with the corona virus problem. If I read the small print correctly, you go OS get sick and they can relate this to the virus you are wiped. If you hear of problems in the media and go… Read more

you are wiped. This also applies if the Government gives a warning and you go. Also we paid nearly a $1000 extra to cover any pre-existing conditions, I wonder if they will refund us this? I thought all policies were supposed to be transparent and easily understood by the average person. Never again will I use this service. PS I think we are covered for werewolf bite but will check the fine print.

Absolutely useless - don’t use it – Activated the policy prior to Corvid-19 outbreak. Policy does not cover medical claims or disruption to travel (if I go and am affected by the virus) or cancellation (if I don’t) ... I also note that the cover doesn’t include loss of ‘valuables’ ... which makes me wonder what they actually do cover ... I’m still going on holidays, will manage the… Read more

risks (having done the research on Japan they’re relatively minor) and will cancel all CBA accounts when I get back (including affiliated banks) and encourage as many others of my friends and family to do the same.

Honoured 100% of my claim without debate – While others have criticised this insurance, I only have high praise. I travel frequently and always read the PDS carefully whenever I purchase insurance. This time I took the free travel insurance as it offered everything we needed. When my father sadly died requiring a sudden return from our trip the call centre staff were sympathetic and… Read more

helpful. Yes you have to book and pay your own way home, but I expected that, and yes the claim form is a little arduous to complete, but they did not dispute any of my expenses and paid promptly once the death certificate was provided. If you read the PDS and it has what you need then I highly recommend this travel insurance.

Zero zero zero star...Don't use commbank's travel insurance "Covermore by Zurich Australia – I recently went OS on a family holiday and used CommBanks Travel Insurance provider Covermore. Covermore is a Zurich Australia underwritten company. We, unfortunately, had items stolen from our checked in Qantas luggage on our return trip. Upon lodging a claim, Covermore handed me a list of hoops to jump through in order to review/deny my… Read more

claim. I obliged and jumped through the time-consuming hoops.

After a lengthy Covermore delay, I called to find out what was happening with my claim. The following day, it was declined. Covermore claimed the airline is responsible for items/luggage that has been checked in.

The airline, states items such as electronics are not covered by the airline's luggage insurance and Covermore should be supporting the claim.

As a consumer of both the airline and the insurance company (Covermore/ aka "Coverless") you are left with both companies (QANTAS and COVERMORE) pointing the finger at each other. This obviously leaves the consumer stuck in the middle with no resolution.

Would I use Commbanks Travel insurance again (CoverMore)? Not a chance.

If I had have researched other travellers experiences, prior to using Covermore, I would have used someone else.

Other reviewers have had the same experience. Loophole after loophole in order to deny ones claim.

If I was Commbank, I would disassociate myself from this company ASAP. It only leads to bad press. #covermore #coverless

Absolutely Useless Policy – Phone was stolen with cash inside the wallet, whilst the phone on table with arm touching it. Provided evidence of the fact of the withdrawal amount as they requested this. Came back with a response stating that the cash must have been on my physically and denied cash aspect of claim. The phone they only compensate for purchase price and not… Read more

the rrp. Makes it difficult when the phone was a one off sale or a gift as they only give the purchase price. Never again!

Google is considered a '3rd party provider' (so no compensation) – When I lost my flight ticket due to no fault of my own (the airline, WOW air, shut down overnight with no warning and no compensation for customers) I called the Commbank Insurance people. They told me that Google is considered a 3rd party provider, so they could not refund my ticket. They said this was written on page 46 of their booklet. This… Read more

seems like a good way of getting out of paying insurance to customers. Nobody reads 46 pages of an insurance policy, let alone 1 page, and Google is probably the go-to provider for 9 out of 10 people, so to call it a 3rd party provider is not appropriate. They are the main provider. This is not reasonable. I'm disappointed with this insurance policy.

Doesn't cover COVID on cruises or domestic trip cancellation over $3,000. I have had to take out other travel insurance for most of my trips. Show details

wrost insurance no one came back after sending claim, now i get it why they give free with credit cards as its useless Show details