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Terrible Customer Service
I obtained a CBA travel policy on 13th July for an interstate trip commencing 2nd August and subsequently cancelled it on 22nd July when the borders closed preventing us from travelling. I cancelled on-line per the Cover More refund process. I understood that credits would take longer than normal to action so I didn't follow it up until recently, however it has now been nearly 11 weeks with neither credit nor communication which I believe to be totally unacceptable. I emailed them for update a week ago and was advised by automatic email that t...hey would get back to me within 2 days. This didn't happen I also tried to call them on the "customer service" number to be told that wait times are in excess of 60 minutes. I also sat in line for 20 minutes to speak to a chat line to be told that the operator couldn't access CBA policies. The operator gave an alternative telephone number specifically for CBA policies which I have rung - again "wait times in excess of 1 hour" It would appear that their policy is to ignore refund requests or certainly put them off as long as possible. Update. This is now resolved. I decided to wait on the telephone until I was able to speak to an operator. Although the delay was quoted as in excess of 60 minutes in fact I got through within 20 minutes. The operator arranged full credit which went into my account shortly thereafter. Whilst thankful that this is resolved It is worth noting that I received absolutely no feedback from the requests made on line.
Not worth the paper the policy is written on
Visited far north Queensland, virgin cancelled our return flight due to Covid. Re-booked with Qantas, and had our claim refused because our claim 'doesn't fall within any of the defined events listed'
That was the whole point of taking out the insurance in the first place! To ensure we would be covered if we incurred an issue with our travel. Typical of insurance companies.so we are now over $1100 out of pocket, due circumstances beyond our control.
Will never use this company again, and certainly wouldn't recommend them to anyone.
Took out CoverMore for a trip. My $140 suitcase was damaged on the trip by the airline or baggage handlers. CoverMore paid $7. Appalling. Yes the policy was easy to set up. I did not feel it was good value. Yes they resolved within a couple of months.
Travel to Queensland, permit revoked at airport because of covid restrictions in Victoria . Told to purchase return ticket by authorities . Returned home and rang cover more and told no claim available , yet others have had refunds as stated on this site
Absolutely terrible product & company
Fair value but it’s true value became apparent when I was required to make a claim. A payment of AUD$286 for a Apple Mac, damaged beyond repair, (purchase price USD$999 plus taxes), less the excess, was calculated. Be wary of depreciation - 60% in my case. This was extremely disappointing and there is no way I’d use this company ever again.
What a disgrace. Don’t even bother!
What a disgrace. I used Cover-More for a three (3) month trip to the US & Mexico from Dec 2020 through Feb 2021. During the trip, I suffered irreparable damage to my Apple Mac on a flight. The laptop cost me $999usd plus taxes less than 3 years ago. The end result, after depreciation & my excess was a payment of $286aud. I’ve contacted Cover-Less in an attempt to have my claim reviewed and the 60% depreciation figure lowered. No reply after one week!
Cover absolutely nothing
I had purchased the annual multi trip premium policy for more than 2 years running and got stranded abroad due to covid when my policy was due for renewal. I phoned the office while I was still abroad with the purpose of (a) renewing the policy and (b) getting confirmation that I was indeed covered as my current policy had a clause which stated I would be covered for more than the usual 30 days if I was unable to return to my port of departure through circumstances beyond my control.
They refused to renew my policy on the grounds that I wasn't ...
Dont use if you're using to cover covid lockdowns.
Booked travel from North Queensland to Melbourne for the first state of origin a couple of weeks ago. Due to the way things are I added the travel insurance for the first time ever. As most peoole would be aware last Monday the NRL moved the game to Townsville and Melbourne went into lockdown again.
I cancelled the flights and was emailed a few days later that Qantas and Virgin would give me credit to fly in the future. I contacted cover-more and was informed the cover does not include covid outbreaks......that was the only reason I got it. Th...e lady on the phone informed me it was in the 24 page PDS (page 17) which you only get after you buy the policy. So the policy was completely useless. The only upside was that I was still inside the 21 day cooling off period and I got the insurance premium back. Typical insurance.....its almost a scam.
Peace of mind every time I travel
I have used Cover-more for years for holidays in Australia, the USA, and South Pacific. The last time I booked, I had just been diagnosed with an allergy, and the Cover-more team was really helpful in guiding me through the assessment process so that I was comfortable about my level of cover. Good value, easy to speak to an agent if you have questions, and they also tailored a package to suit travel on a freight ship to Cape York!
When COVID restrictions impacted travel they contacted me and offered a refund. I was amazed.
Covermore insurance was suggested by Flight centre who booked my holiday flying from Brisbane to Uluru, then Alice Springs to Adelaide and back to Brisbane. I was able to fly to Uluru and spent a week in N.T. but due to a Covid lockdown in Brisbane the S.A government locked me out of Adelaide,S.A. N.T. government was ok about me being there at the time. I was unable to go back to Brisbane as flights were full over Easter as well as Brisbane being locked down, so stayed put in Alice Springs a few more days. Flight centre said I had to pay an ext...ra $90 to get home, plus pay for accommodation in Alice Springs. Flight Centre said I should be able to get my money back through Covermore as it was no fault of my own. Covermore said there was a clause that excluded any payment due to a pandemic and government changes!! Wouldn't you think Flight centre would know this when recommending Covermore to me?!! Very dissatisfied and disappointed with Covermore's policy and paying the extra for it for no help in these perilous times!
We've used Covermore for all our past Travels, never made a Claim, used for peace of mind.
APRIL 2020 Covid stopped trip, got cancelled 2 weeks prior to departure, via Flight Centre, Scenic Tours and Covermore all money was refunded, Very grateful no issues some delay , as was expected, thoroughly satisfied customer. Thanks Neil and Sharon
Query on policy inclusion or exclusion couldn't be answered by online chat
Question was regarding Cancellation Cost. I just wanted to confirm that the prepaid Motorhome hire in NZ would be covered under cancellation section as this is our major travel cost. Couldn't tell me and advised I go to a broker. I confirmed I wasn't asking with regards to insurance of Motor Home. First time user of Covermore will check elsewhere.
Useless phone system
Rang 4 times..3 times the phone calls cut off..then no knowledge of the policy at all on the phone .
Will try and cancel from inception now as they don’t provide support
Overall application form fairly straight forward but some quirky aspects are annoying such as putting in a second person wipes out information from applicant 1 Velocity number disappears multiple times
Awful if you need to make a claim
I have had my family yearly policy with covermore for years. When the time came to making a claim they did not want to pay for anything. They then said I could cancel my yearly policy as I had not been able to travel due to Covid. When I submitted this they asked for proof I had not travelled as this was a different department. Why bother having insurance when a company just wants to reject everything.
Questions & Answers
hi i looking at travelling to a few country's world wide , i looking at yearly insurance . i am in Australia 67 years when i leave Australia am i covered for covid 19 if get sick
Why do you keep a third of our travel insurance for June 2021,policy no 719000586914. When we queried your staff we were told to read fine print, all 83 pages of it.
Thank you for providing you policy number.
This has been escalated to the policies team, please expect a phone call or correspondence from one of our team members within 1- 2 business days.
Still waiting to hear from someone, anyone??. Is this company still in business or gone with the travel agents?
Hello. Is anyone there???
Hi, got travel insurance in Oct 2019, when I entered into this contract with you, covid-19 hadn’t been started yet! Our cruise was to be March 2020, which the ship company cancelled in March. Can we get a refund? Cruise company gone to an administrator.
Get an answer from our members and Cover-More Travel Insurance representatives
|Category||Travel Insurance||Travel Insurance||Travel Insurance||Travel Insurance|
|Maximum Age Covered||99 years old||99 years old||99 years old||99 years old|
|Overseas Emergency Assistance||$10,000,000||Not Covered||Not Covered||Unlimited|
|Accidental Death||$10,000||$10,000||$10,000||Not Included|
|Emergency Dental||$10,000,000||Not Included||Not Included||Unlimited|
|Pregnancy (max weeks)||Optional cover for up to the 24th week||Optional cover for up to the 24th week||Optional cover for up to the 24th week||Optional cover for up to the 24th week|
|Resumption of Journey||Not Included||Not Included||Not Included||Not Included|
|Hospital Cash Allowance||$50 per day, up to $1,000||Not Included||Not Included||Not Included|
|Overseas Emergency Medical & Hospital Expenses||$10,000,000||Not Covered||Not Covered||Unlimited|
|Loss of Income||Not Included||$1,500||$1,500||Not Included|
|Permanent Disability||Not Included||$10,000||$10,000||Not Included|
|Luggage & Personal Effects|
|Theft of Cash||Not Included||Not Included||Not Included||Not Included|
|Delayed Luggage||$200 after 24 hours||Not Included||Not Included||Not Included|
|Credit Card Fraud||$3,000 as part of Travel Documents cover||$3,000 as part of Travel Documents cover||$3,000 as part of Travel Documents cover||Not Included|
|Travel Documents / Passport||$3,000||$3,000||$3,000||Not Included|
|Maximum Single Item Limit||$200 (Any Items)||$300 (Any Items)||$300 (Any Items)|
|Luggage & Personal Effects||$3,000||$3,000||$3,000||Not Included|
|Rental Vehicle Excess||Optional Extra||$4,000||$4,000||Unlimited|
|Motorbike / Moped Coverage||Optional cover for up to 200cc motorbike||Optional cover for up to 200cc motorbike||Optional cover for up to 200cc motorbike||Optional cover for up to 200cc motorbike|
|Domestic Pet Care||Not Included||Not Included||Not Included||Not Included|
|Special Activities Packages|
|Cruise||Optional Extra||Optional Extra||Optional Extra||Optional Extra|
|Adventure||Not Included||Not Included||Not Included||Not Included|
|Snow / Ski||Optional Extra||Optional Extra||Optional Extra||Optional Extra|
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