Worst customer service ever!
On 13th March 2020 I attempted to contact Covermore to cancel my policy, (within the cooling off period). I was not surprised when the phone was unanswered, so contacted via web chat. I was told that I could not cancel via web chat as I had purchased over the phone and must speak to an advisor, but would be contacted within 2 days. When I had no contact for 2 weeks I sent an email. Again, no response except for the form email. Since then, I have had emails agreeing to refund and asking for my date of birth and a statement that I have no claim a...gainst Covermore. I have responded now on several occasions, and heard nothing. I am now of the opinion that Covermore hopes I will just go away. I have received refunds from airlines, accommodation, and a cruise - all handled efficiently in a time of crisis. I can’t imagine how this company would handle a claim, when it is so difficult to process a simple refund.
As a follow up to our insurance saga, I am happy to report that Cover more have re considered our request for a full refund due to our cancellation because of Covid 19 and we have recovered 100% of our $1300 payment. Many thanks to the person who suggested we contact AFCA.org.au as they were instrumental in assisting a reassessment of our claim. I am very pleased with this outcome. Cheers.
In February we took out travel insurance with covermore & now are being ignored by them as we try for a refund. Lodged a complaint with AFCA this morning. Had enough of their lack of response.
On line portal is poor
I have no issue with CoverMore as such although my latest claim (due to the virus) is being stalled as my TA said it would be.
The on line portal is fine when submitting documents and claiming info but after that gives no update how your claim is going. Just says either further info requested without saying what or says further info received and expect hear within 10 days. No real claim updates at all.
- Single Trip
- Verified customer
Questionable Refund Policy
Purchased travel insurance with Covermore in 2019 for $2400+. Travel was cancelled due to Viking cancelling all cruises and the Indian Government stopping all eVisas. Requested a refund PRIOR to our intended journey START and was provided with a refund LESS 25% of the amount paid. We therefore have a loss of $600+. There is NO wording in the Covermore policy to explain cancellation of policies outside the cooling off period. The Covermore take of 25% is an arbitary figure dreamed up by them. We believe the refund should be 100% of the amount paid. Have received 100% refund from Viking. We have used Covermore on several instances in the past and we would think twice before using them in future.
- International Travel Insurance
- Verified customer
Bought the comprehensive insurance last year before Covid 19 , Cancellation for what ever reason was $3000.I paid extra for that. Now we can't travel till December and I cancel the Trip they turn around and use Covid as an excuse for not paying
Absolutely disgusting not even 1 star due
Unfortunately this was the Commonwealth Bank choice.
From start the service was disgusting, waited 3 hours on the phone many times finally was escalated to a team leader who had no idea what was happening and I received at least 6 different employees which was delayed months.
I finally got my claim rejected even though it was on medical reasons nothing to do with the COVID-19.
I’m now appealing the decision with the government department.
A very disappointing experience
Purchased travel insurance in December for our overseas trip in May. Had to cancel due to Covid 19, not our choice to do so. How unfair to charge us 25% cancellation fee for something which was not our fault. Numerous phone calls to try and reason with these people to no avail. Will not budge. They refuse to refund full amount. We requested to speak to a manager we were told that we would be called back in a couple of days. Days later no calls, they’ve shown contempt for their customers. Very poor business model in my opinion they take your money and don’t care.
avoid them like the plague!
Took out Covermore cancel for any reason insurance for a planned trip to Canada and Alaska in August, at a cost of nearly $1000. A few weeks later the world went mad, corona happened and the borders shut.
Flight Center and the travel provider have provided a credit for the deposit paid, however I've been told that Covermore will not offer a credit because they no longer sell the CFAR product. The only option available is a 75% refund.
I fail to see how this can even be legal under Australian consumer law, as they have withdrawn the product ...from market, and are not willing to give a full refund. Have attempted to ring covermore directly for clarification, left my number for a callback about 2 hours ago, not liking my chances of a call back. Not looking promising based on everyone else's reviews here. To be fair I will give covermore the chance to offer a 100% refund on unused services, before further action is taken. Don't let flight center sell you this rubbish product, do some research and get your own insurance.
quick to take your money then hide behind fine print. They stink
Used covermore for over 25years, they got thousands out of me. Should have just banked the money. When you need them they hide behind fine print. Never again. Waisted my time and money.
I wrote a review several weeks ago.
My daughter and I were supposed to travel to Burma in October.
Singapore Airlines cancelled our flights with a penalty. Hotels cancelled our rooms outright. Aunt Betty refused to cancel my daughters flight.
I requested a claim for the lost money through covermore, I was told I would be covered for cancellations but that is not what they cover for in reality.
Covermore read it and asked for information saying they would ring me.
The policy was good, however due to COVID19 I was not allowed to travel home to Croatia. Based on the policy conditions, I was allowed to extend the due date at free of charge. Due to the continuance restrictions I had to extend the date again. I had immediately reply that I was going to be charged $108. I referred them to the policy conditions and I never heard back. I emailed 3 other times including to the complaints team and no one bothered to write back. I find it disrespectful when a service provider will not return emails. The only thing ...I received was acknowledgement emails. I could have gone to the media with this however I am going home in 2 days and hoping there is no incidents. Thank you for providing cover and for being unprofessional.
- Corporate Travel Insurance
- Verified customer
Disgusted with refund policy
My trip to Europe was canceled due to Covid-19. Cover-more are only offering to refund a small portion of the travel insurance fee, or provide a full credit voucher valid for 2 years. This policy is extremely unethical and shows a poor practice which only benefits Cover-more. Clearly this highlights the level of GREED by Cover-more, who evidently do not look after their customers when it comes to providing a refund.
Unfortunately, I am forced to write the below complaint due to the extreme misconduct, insincere and inhuman treatment of myself and my family during the coronavirus pandemic. We are at the mercy of both Air New Zealand and their insurance provider Cover-More.
I have reached out to Air New Zealand both by phone and email, my request for compensation was denied. I filed an insurance claim with Cover-More which too was declined. I am now releasing my complaint across the social channels of both parties, the insurance ombudsman along with the av...iation governing bodies. We are unquestionably out of pocket unfairly and I want to share our story to try and help others avoid the same mistakes. We were amongst some of the unfortunate Australians left to fend for themselves when our flight was cancelled due to Covid-19. It should be noted we both booked our trip with Air New Zealand and purchased Cover-More insurance in December 2019 BEFORE the coronavirus pandemic. We had a planned trip booked for the end of March; however, we had to move it forward so we could say goodbye to my terminally ill father-in-law (during our trip he, unfortunately, passed away). We had to take this trip as my husband had already lost his mother in the past 12 months and did not want to miss saying his goodbyes to his last surviving parent.
I unfortunately took out an annual multi-trip policy for travel to the U.S. only days prior to the government advising that international travel for Australians was banned due to Covid-19. I have since tried contacting Cover-More on multiple occasions by phoning, emailing various customer service contacts and via their Live-Chat, to see if I can adjust my policy to delay the start date or get a refund as I'm quite clearly unable to use it in any way currently. I've endured ridiculous wait times on the phone and live-chat,only to be cut-off wi...thout ever getting through to anyone. My emails simply receive the same automated response saying someone will get back to me and yet my request remains ignored. This has gone on since March. I'm incredibly frustrated and annoyed. I think it's outrageous that this company can keep my money for a service they clearly are not able to provide while travel restrictions remain in place for Australians. My advice is steer well clear of Cover-More. I intend making a complaint with their regulatory body to try and get a reasonable resolution. Ignoring customers is thoroughly unacceptable. One week later: I accepted the offer of mediation through this website, as a reasonable way of contacting Cover More and resolving my issue. Aside from a bot response within a couple of hours saying a team member would get back to me within 1-2 business days (I heard that before), I had absolutely no contact or response from them. I will now contact the ACCC to see what can be done. I cannot express how angry I am with Cover More. Their non-response during Covid-19 beggars belief and unlike other corporations who have responded to customers needs during this time, this company has obviously decided that totally ignoring their customer base is the appropriate way to hang on to their money. It's disgraceful.
Disappointing customer service, worthless policy
Called customer service in March 2020 to cancel my unused, no claim policy due to COVID and requested a refund. After waiting 3 weeks I contacted again with no response. Then received a generic email promising a full refund but with no time frames given. I followed up with 3 emails over the last few weeks without any reply or acknowledgement. I am very fed up with CoverMore and I will be contacting AFCA about this terrible service.
Absolutely disgusting to do business with during a global pandemic
I have no good words to say about Cover-More Travel Insurance. Yes, I understand we are in a global pandemic and yes, I completely understand that there are many people who are wanting their insurance refunded/credited. In saying that hire more people to deal with the high volume. Cover-More should have had a backup plan for when something like this happened. I emailed in March for my refund. No reply. I phoned in April and after being left on hold for 2 hours I gave up. Emailed again, nothing. Tried the live chat many times, nothing. Disgusting!!! Absolutely disgusting. If a global pandemic can happen once it can happen again. Maybe be better prepared next time Cover-More.
Shady and unprofessional
I paid extra for cancellation cover. After calling for help and discussing our need to cancel my claim was rejected. Covermore denying giving any advice as THEY had no recording. Lost over $12k and our family holiday was destroyed. Dont use them, disgraceful service.
PN 719001108232 Took out insurance in Jan for travel in June and then COVID19 hit Was unable to travel due to government cancelling all flights and now cover more charging me a cancellation fee of 25 % for each member of my family for insurance I never used ,how do you justify a fee for a service you did not provide it was not my choice to cancel ,if it’s not illegal it should be, please refund my money, and to top it off I just on hold for 32 mins and then cut off
I won't ever book Cover-More again
International flights have been cancelled and All Nippon Airways have offered a full refund. However, Cover-More are only offering credit or 75% refund for the unused policy. Why 75%? It makes no sense.
Questions & Answers
Stuck between a rock and a hard place. Left the country to USA 14th March. To cancel for any reason would require 48 hour notice. Everything was still ok for travel. Get to the USA and everything is shut. Told to come home.
Would love to hear from anyone who was in a similar situation, who had done part travel.
Michael and Christine ,
We had insurance through your company for a flight from Brisbane to Queenstown New Zealand return in April 2020, we were asked for our banking details which we supplied to Flightcentre they specified the amount we would be refunded and we have seen nothing in the way of funds refund or any Communication from either your company or flight centre.
Please advise as to when your company is refunding us or if you have refunded flightcentre as this is beyond a fair deal we did nothing but are having our funds with held.
Michael and Christine Ritter.
Our airfares for Italy in August September have been cancelled by Emirates and we will
Receive a full refund. Our covermore travel CFAR insurance will only refund us about half what we paid Insurance was for 10k cover but we had only paid about $3000. Can you help us please? Judith
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