Cover-More Travel Insurance

Travel to USA Hurrican affected area – Just had a frustrating experience speaking to an employee from Cover-More. We have an annual travel policy from Cover-More. We have made plans to go to Florida and South Carolina on 10 November. The areas we are to go to are currently experiencing extreme weather conditions with millions of people being evacuated to evacuation centres. We called… Read more

Cover-More to find out where we stand should we need to cancel. No help whatsoever from the person on the other end of the line.

Q: "Could we speak to the person's supervisor (or someone capable of giving advice as to where we stand)?"

A: No - they are all at a meeting.

Q: "How long will the meeting last?"

A: Don't know.

(Comment: what a great place to work!! All supervisors are away at a meeting and no-one knows when they will be back!!)

We are in a dilemma as to what to do. One would think when one pays over $2000 for a policy that we would not be stonewalled by the Cover-More staff.

The story Cover-More tell is they cannot deal in hypotheticals. Try telling the 2 million people in Florida and the Carolinas people who have been evacuated that Hurricane Matthew is hypothetical.

We were really looking forward to our trip to Port Douglas and Palm Cove and then I picked up influenza A followed by pneumonia and then an outer ear infection and subsequently a middle ear infection. The doctor advised of potential for severe pain if I flew. Easy decision to regretfully cancel everything. Thankfully, the flights gave us some… Read more ·  1

credits, one accommodation did a full refund and there was one we were due to pay the day we cancelled. But, still a few thousand dollars of cost for cancelling. Thankfully, when booking our accommodation, they pushed the importance of taking out travel insurance, even for domestic travel. So, I clicked the box. Best decision this year. Submitting the claim was fairly easy, and we were reimbursed without challenge and within a week. I will be booking Port Douglas again soon and will click the travel insurance box even quicker this time. Very happy with Cover-More.

We recently used Cover-More Travel Insurance for a family trip to Thailand where, unfortunately, both of our young children became quite unwell. The situation resulted in multiple doctor visits to our hotel room, significant medical expenses, delayed travel back to Perth, additional accommodation and changes to our flights. By the end of it, we… Read more ·  1

were approximately $12,000 out of pocket, so having the right travel insurance was incredibly important.

Throughout the experience, the Cover-More team were professional, patient, understanding and genuinely supportive — both while we were overseas dealing with two sick children and after we returned home to Perth. The people we dealt with were exceptional and showed a great deal of empathy during what was a pretty stressful experience for our family.

There were certainly some frustrations with the process. The online system for uploading documents was clunky and crashed on us several times. We also had two separate claims being managed by two different claims officers because both children were sick, despite everything arising from the same family trip. This resulted in some internal miscommunication, duplicated correspondence and made an already complicated claim process harder to navigate.

That said, whenever we spoke directly with the Cover-More team, they were extremely helpful and worked patiently with us to get everything resolved.

Ultimately, our claim was covered, which is exactly what you hope your travel insurance will do when something genuinely goes wrong overseas.

The systems and internal coordination could definitely be improved, but the people behind them were excellent. We’re very appreciative of the support and understanding shown to our family throughout the entire process.

A very quick response and speedy settlement. A good value policy and recommended insurer. Since turning 80 I regularly use Cover More and have two future policies with them. Have not had a previous claim. Show details ·  2

Created claim Online, easy to follow to attach all required documents. Received notification within 9 days on approval of claim. Awaiting settlement to be received within 5 days. Show details ·  2

My Covermore Insurance claim experience – I had a laptop stolen in Hamburg Airport. I reported the incident to the Airport Police and was able to provide a copy of that report to Covermore. I also provided Covermore with a copy of my laptop purchase receipt and a full description of the… Read more ·  3

events and circumstances concerning the theft. I also provided Covermore with proof that our holiday had been paid for with our Combank travelcard. The laptop was never recovered but I'm grateful that the full value of the stolen item, less excess, was paid by Covermore insurance. This type of travel insurance is much cheaper than other options and obviously works when needed provided you are able to provide all the information necessary to process the claim.

I have recently had an insurance claim approved by CoverMore via my CBA complimentary credit card insurance. When taking out the policy, I declared several pre existing medical conditions. Most were accepted without additional fee. However 2 were subject to what I considered a reasonable surcharge. Unfortunately prior to departure on a recent… Read more ·  1

trip, one of my pre existing conditions flared up, and required immediate treatment.

Two years prior I also had to cancel travel plans, and submit a claim with CoverMore, which was also promptly approved once they received all medical reports that were requested.

For the recent claim, I received a phone call from Greg S who was the claims officer managing my claim. Greg immediately put me at ease and explained that he had approved the claim, but just needed to clarify a couple of matters, one of which that I had understated the refund due to me for cruise tickets. Greg amended the considerable amount in my favour. Greg’s sincerity and empathy alleviated the stress that I may have otherwise experienced.

Just a couple of tips. Declare all pre existing conditions, and don’t fudge or overlook any. CoverMore’s website easily allows you to accept any surcharge, or elect not to have the condition covered. Also to avoid having a claim delayed, ensure you forward all relevant documents, including medical reports, when submitting the claim.

Congratulations again CoverMore 10/10, and thank you.

The CBA Credit Card Travel Insurance was taken out when we booked our holiday. Unfortunately, about a week before we were to fly from Australia to the UK, we needed to cancel the trip. The medical factors were outside of our control and while we were extremely disappointed, medical problems are best sorted out in Australia rather than in… Read more ·  1

unfamiliar countries in the middle of a guided tour.

After putting our claim in, Cover-more Travel Insurance were in constant contact with us and kept us informed about the progress of our claim. There were more medical documents required and again after submitting those, Cover-more were contacting us every week or so keeping us updated whilst the claim went through the process.

Once the medical team had assessed all of the documents sent through, we were informed that our claim had been approved. The insurance money was received within a day or two of the notification.

Traditionally insurance claims are normally a fight, however our experience was extremely smooth with constant contact from Cover-more via emails and phone calls, ending with a justified outcome. I can certainly recommend Cover-more Travel Insurance and will definitely continue to use this company for travel insurance in the future.

Regards Jeff Newcastle. NSW Australia

Accident in rural France in a Hertz car June 26. Shocking communication experience subsequently with HERTZ FRANCE P/L as they made no contact until I received a bill for over A$2000 for repiars and a zero list or mention of what the cost of repair work was done. I had no contact with HETZ until this demand. That Is ZERO correspondance. Also no… Read more ·  1

quesetions or interest of how and why the accident ocurred. This was all about 9 months after the incident. Then I was sued for not paying HERTZ as I still tried to find out the details and what was going on. CBA Travl Insurance received all the limited information and ccorrespondance I had but only when I contacted the debit collectors in Australia (AMPAC) did I get a background to HERTZ demands. AMPAC were great and saw my problem) CBA were also very helpful and they asked for more details as they could not pay out on no cliam documents. At the accident the police and firebrigade attended and filed reports but I got no copy and hence my insurer had nothing to go on. CBA accpeted the pathetic communication issue with HERTZ and paid my claim out to me and then I on-paid to the debit collector in Australia and thus HERTZ France. CBA staff helped me wonderfully when I was in a hopeless situation with HERTZ. CBA came good and all of this is a lesson for any Australian hiring a car in France.

No hassles reimbursing my claim I got influenza on a cruise, and the medical expenses were quite high. I filed a claim, and Cover-More was excellent to deal with; they reimbursed me promptly and without hassle. I'd definitely take out cover with them again. Show details ·  1

Recently I required medical treatment whilst overses. I of course had the required supporting information/documentation and it did not matter that it was not in English as Cover-more, being a proffesional company handled that. I also had a more comprehensive claim some time ago and in both incidences, I was completely supported by Cover-more with… Read more ·  1

no hassles at all. Of course, it is important that you supply supporting documentation as detailed in the Cover-More pdf. I would never travel overseas without a Cover-More Travel policy in place as you never know what could go wrong and the Cover-More support has been excellent.

Recently had to cancel a NZ trip due to a traumatic experience and claimed on my Covermore Insurance. I received excellent service each time I phoned or made contact. The staff were polite, helpful and quick with responses to my questions. Because of this, I would definitely recommend the company. Show details ·  1

We have had several travel insurance policies with Cover More. Since they have outsourced their call-centre, the customer service has been terrible. We will not use them again. We have not had to make any claims, and I hate to think what the service will be like if we had to do that. Show details

COVER LESS !!! This company uses Philippineo call centres. They speak poor English and can not comprehend customers that speak English. All they do is quote word for word from the PDF statement. Infuriating and useless. Go elsewhere. Show details

Do not purchase travel insurance with this company. I purchased an upgraded policy prior to a trip to the USA. Following a traffic accident and injury, which Cover-More has agreed did occur, I had surgery and 6 months off-work. Cover-More's Commitment to Customers policy gives them 9-10 working days to reply which drags-out the claims process.… Read more

However, at one point, I had not received any reply for 33 business days (even after prompting them) and started the complaints process. A very quick claim denial occurred after this. Hours of time by myself, GP and Surgeon was spent jumping through every extra request for documentation that Cover-More required, for them to ignore e-mail contact and then deny the claim once I began to formally complain. I have never made a travel insurance claim before but for a company to agree as part of their claim denial that I had a policy, was seriously injured, had surgery, and had loss-of-income to then deny the claim on a technicality is unethical and immoral. From my experience, I highly recommend not purchasing travel insurance with Cover-More.

This is the first time we’ve ever needed to claim on travel insurance and I was a bit apprehensive about the process. It was actually easy to lodge online. Covermore requested a couple more documents and the claim was approved within a week of supplying them. Show details ·  1

Excellent service. Initially unable to lodge a claim on the online site. Immediately sent a hard copy of the application. I was promptly advised at all stages of the claims process, and the claim was finalised within 7 working days. Every indication of an ethical and efficient organization. Show details ·  1

My husband had a fall while hiking in Switzerland & Cover-More travel insurance covered all of his emergency expenses including helicopter evacuation, hospital care, medications & public transport. Once he reported his situation their emergency healthcare professionals were in regular contact with him right through to our arrival back home. While… Read more ·  1

it did take a couple of hours to complete the online claims process, all Cover-More service level agreements were met & our approval/reimbursement timeframe was good. It was a great relief to receive the approval notification as emergency evacuation & healthcare in Switzerland is VERY expensive. Thank you. We appreciate it.

We used to cover more for international trips a number of times. This trip was domestic and unfortunately had to be completely cancelled due to illness. Taking out the insurance has always been straightforward and clear. The client process is also straightforward and a simple as could be reasonably expected. The claim was processed quite quickly and the money fully refunded. If we have to travel again, cover more will have the insurance. Show details ·  1

My claim was a complex major loss situation. The CoverMore advisor I had did an excellent job of walking me through what I had to do. I have 2-3 followup claims to make and I feel more confident with them going forward. Show details ·  1

Thank you cover more travel insurance for honoring my client within 9 working days due to cancellation of my trip due to my dad's passing.. thank you for understanding my situation. May God bless you all. Kind regards Luther Kelada Show details ·  2

Though the amount of information I had to supply was huge the process was very fair and efficient. In the end they paid me exactly what was due and we’re very nice to speak to. Thanks. Show details ·  1

My wife and I missed a connecting flight in the Phillipines due to bad weather. Cover-more were fantastic re embursing our business class air fares food and accomodation. Thank you Cover-more I would never travel without you Show details ·  1