No help whatsoever
We had travel insurance with Covermore through our CBA MasterCard and paid extra for a pre existing condition. Unfortunately my husband fell ill in London in late April this year and was admitted to hospital with gall stones that led to sepsis. Doctors told me to cancel our flights home to Sydney which I did, and immediately rang Covermore who assured me they would help me. However no help ever eventuated- they did NOTHING for us. Each time I rang them it was a different person - I was shunted from one to another. It was traumatic enough being ...stranded in London with a seriously ill husband, staying in a hotel with insufficient clothes, surviving on sandwiches from M&S Foods, and trying to obtain medical records from Sydney to prove it was not a pre existing condition. Finally, when doctors gave us the fit for travel letter 2 weeks later, we managed to return to Sydney. I had to arrange flights, wheelchairs, transportation to and from airport, a medical letter for Sharps permission to administer blood thinners on board, everything.... Covermore did nothing. Back in Sydney after a month I contacted them to make a claim- there were no medical costs due to the UKs NHS agreement with Australia but we were out of pocket with airfares and the hotel for me plus incidentals. This was another frustrating experience with this company. Pages and pages of forms to fill out, a letter from our GP, letters from Qantas because Covermore auditors would not accept e - tickets as proof of flight changes and costs. Finally, after much back and forth and me almost giving up, reimbursement was paid for airfares and hotel only. We are still out of pocket. In all honesty I could NOT recommend Covermore, they made me feel like a criminal making a claim from them. But mainly it was their lack of communication and their promises to help that were never fulfilled that I found so incredibly disillusioning. Next trip I will research travel insurers more closely and buy insurance through a travel agent as they seem to be able to deal with these matters more easily.
FAST AND EFFICIENT
My insurance was a free policy through Mastercard but I paid an additional $57 for cruise cover. I had a dreadful cruise where I got the flu and pneumonia and had to be admitted to the on-board hospital in an emergency. Made my claim online which was quite easy but time-consuming as I had numerous documents to scan and upload. Anyway, no human contact needed, Cover-More paid up within 10 working days. On the online claim form, there was a radio button to select whether the claim was for the insured or a companion. I'm impressed because my husband also had a medical bill which amounted to about the Excess fee and I just added in my notes to them that I felt it should be covered in the one claim and they did so.
Thank you Cover-More
Stretching things out
Trip of a lifetime, paid for in full. Admitted to hospital for a routine procedure 2 weeks prior to departure. The hospital procedure went horribly wrong and we lost our beautiful Mum. Covermore now looking for pre-existing health problems to help them avoid paying. Giving her partner the run-around, proof of this, proof of that, jump through hoops. Evidence of this, evidence of that!! Absolutely disgusted the way they are treating this claim!!
What a joke!!!!!!
Well had always believed that Covermore was one of the best insurance for older travellers however my Nanna has returned from trip and had to make a claim due to a stollen passport and what a joke!!!
As someone else has said in feedback it is the most drawn out process where they keen emailing saying 10 business days then ask a question then another 10 days again and nothing then only to have half her accomodation covered for her hotel room as she had to stay longer is just the company excuse to not pay!!!!!
Yes her friend stayed with her so sh...
Be prepared to spend ages filling-out the forms. Once on the Quote page, there is no link to the PDS (which you should read) the link is hidden at the bottom of the home page. Medical conditions; after answering many questions it won't accept payment until you accept the EMC, you go back, but there is no accept button, the Live Chat insists there is. There isn't. You have first 'confirm conditions' which is not explained. Then the accept button appears. Live chats advice was to start all over again. Very annoying. Time wasting.
Policy Number: 719100787549
- Medical Only Travel Insurance
- Verified customer
Efficient and Professional
Registered for travel cover three months ahead, when flight tickets purchased - a simple online process. Have previously used this facility through my bank credit card on nine occasions over the past nine years.
Having sustained an injury in France requiring corrective surgery, I contacted Emergency Assist by phone and explained the situation: I was asked to provide (by email) details of the injury/ diagnosis and copies of passports and return flight tickets for self and wife. Meantime, I had arranged a to consult a surgeon back in Australi...a at the earliest opportunity. Approval to repatriate (seven weeks ahead of our planned schedule) for surgery was provided within hours. When my airline could not provide seats to Australia within our preferred timeframe, Cover-More stepped up and arranged with another airline to have me and my wife home 12 hours ahead of the scheduled appointment with the surgeon. This service included a 215km shuttle to Paris and wheelchairs from airline checkin to the kerb of the taxi rank at Sydney Airport. I cannot fault the service provided (mostly out of office hours in Australia).
"24/7 assistance" is a blatant lie!
Contacted Cover-More seeking assistance with a medical emergency overseas... it's been 4 days and I'm still waiting for their "24/7 in-house emergency medical and travel assistance team." to get back to me. It doesn't matter now as I'm back in Australia and have been forced to seek treatment locally.
Go somewhere else for travel insurance. This company is a joke.
Easy online claim process and communication
I had to claim for damaged suitcase whilst travelling overseas. Very easy online process to create a claim and upload photos. Communication was received when it was due and the claim paid in a very timely manner.
Was not happy
It took me a long time to get my policy. First they kept saying my age was wrong. Secondly they kept saying put a value in but there was no section to put a value. it took me about 40 minutes to get my policy when it should have taken me about 10 minutes.
Wow, could they be any more inefficient with claims processing?
I've used Cover-More 4 or 5 times in the past and till now never had to pursue a claim. Their online portal for purchasing a policy is efficient and they process your payment promptly and efficiently and send you through the policy letter right away... unfortunately that is where Cover-More's efficiency ends.
The 10 business day response to claims goes out to the last day.. then they will send you an email asking for more more information with another 10 business days response. Then another one with another 10 business days response, before ...you know it the claim has been months. When i call up and ask how we can speed this process up I'm met with "there are other claims in front of yours you know". Still no resolve, but won't be choosing Cover-More ever again, there are far better options with far better customer service than this.
The best service in the market.
My teenage son missed a domestic flight after checking in with Virgin because security detained him. I was forced to book and pay for a new flight. After giving a full account and supporting evidence, Cover-More honoured my claim on behalf of my son. I pay tribute to their professionalism in processing the claim and shall take all travel insurance cover with them in future. I do not hesitate to recommend all prospective travellers in Australia to do the same with Cover-More. Well done!
Very efficient and speedy claim approval
I recently had to cancel an overseas business trip due to a medical condition and submitted a claim for expenses incurred. I followed the on-line claim form and submitted the relevant documents and was fully re-funded all monies (minus excess) in a very speedy and efficient manner. I would highly recommend Cover-More Insurance to anyone.
So very disappointed!!!!!
I have used covermore insurance many times for overseas travel . On our last trip overseas I took out my cover paid my $2000 plus amount and was told it was fully comprehensive, and even if I wanted to cancel my trip a day before travel I would get all my money back . My brother had been diagnosed with stage 4 bowel cancer a month before I booked my trip but was having treatment with a 3 -5 year outlook. I was given the ok by his doctors to go on my holiday . I went on my trip and 4 weeks into a 9 week holiday my brother became gravely ill ..., I had to make an emergency flight home which I paid for , unfortunately my brother passed away while I was in transit . On my return I put in my claim for flights home and loss of 4 weeks planned holiday . No refund !!! Explanation, I had a family member with a pre existing condition!!! This was never explained!!! Apparently if you have a family member with any pre existing ailment and this can even be blood pressure and that person has a stroke , and you need to come home ,you will not be covered !!! This is truly ridiculous!!! I could understand if I had a pre existing condition as I am the traveller but now you have to consider any family members as well ? I will never use cover more again !!!!
- Premium Travel Insurance
- Verified customer
Do not waste your money or time with Covermore
From what the company states you can claim for to what it will actually pay is a very big grey area.
They have worded the policy In such a way that they will despuite the claim regardless off all the information they requested to you to comply with your claim.
When I hear that 75% of claims are settled that is misleading and false and needs to be addressed by the ACCC and Insurance Omburdsman. I was paid $34 of a claim that I actually had no receipt for. But Covermore were willing to pay the $34 for a Doctor but would not cover the rest o...f the claim that was $2300 due to not being well enough to continue onward travel. This $34 apparently is considered a settlement. After spending hours assembling the most rediculous amount of information to process the claim. The claim process is arduous and supposed to be online but conveniently keeps crashing and not saving the information. It’s all set up to make it too hard for people to claim and most likely just give up or miss the deadline to claim. I was called to say it was approved and would be processed in a few days for the full amount. Then called 30 minutes later by the same gentlemen to tell me he was sorry but made a mistake and it would not be approved . What sort of business are they running. It became clear to me that the paper the policy is written on is worth more than the policy itself. I have been a loyal customer with Cover more since 1997 and never had a claim. I get about 3-4 policies a year as I travel frequently.
Biggest scam out there
Had a serious illness supported by all docs and cover more just gave me the run around and wanted me to deal with Ava (some robot at the airline co.) who also gave me the run around in robot talk. NOT GOOD ENOUGH, don't go there
We had a straight forward case. Flights got cancelled due to weather and had to pay $2800 to get home. After 2 months cover more finally decided they would pay $900... Not even half. Absolutely pathetic outcome from a pathetic company. My partner was in the exact same boat but was insured with Allianz. He got $2500 back within 3 weeks of claiming. That's how straight forward it should have been.
The reason I call them a scam is that they claim as I received a Qantas point refund of 55 000 points then that is the equivalent of receiving $1400. What an absolute joke. They can provide no reasoning for this but simply made up this figure from the top of their head. I have nothing good to say about them, go with Allianz.
- Verified customer
Great to deal with
We have used covermore often for travel insurance. My hubby and 2 sons claimed when their deep sea fishing trip had a few days cancelled. They were amazing in dealing with the claim.
Just recently we have used covermore when traveling to Cook Islands. I was comforted to read we could assess an Australian doctor if required by phone covered by covermore.
We have had a great experience dealing with covermore
Web Page Suggestion
Process was good, but if you can please put a larger separation between the assessment commencement line for a first applicant and the commencement of the second applicant. I miss it every time because it sits separate from the first person and immediately above the second applicant. Just a small improvement suggestion only!
Cover more are just like any other insurance company they are quick to take your money but as soon as you make a claim they make it hard to get money back
I am disgusted with Covermore
My claim number is 1290809. My claim was lodged and I was not assigned a Claims Manager until I called 11 days after to ask for an update. The next day I got an email it has been sent to Investigations. Absolutely appalled, humiliated and insulted. I have written to Customer Relations and will eventually write to the AFCA - but what a terrible terrible experience.
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Questions & Answers
what cover do you recommend that would cover you if a flight starting your trip is cancelled and you miss a cruise boarding time.
Customer Service TeamCover-More Travel Insurance
Please note that we are unable to provide you with personal advice.
Cover-More Premium plan includes cover for Amendment and Cancellation of trips due to unforseen circumstances, however please note that Policy Wording applies. To have a read on the full outline of this benefit please go to https://www.covermore.com.au/sites/default/files/pds_cmh_2019-06-19.3.pdf page 44-46
My wife and I are about to increase our over seas travelling in our retirement.
We have been to the U.K , x 2, Rome, U.S.A x 3 , Canada x 3, Fiji x 2.
Thats in the last 10 years. We are in our 60, s barely, and we want to be insured comprehensively whilst over seas. In the last 10 years we have not had one event of illness or accident requiring any claim at all. We have always had Covermore, but it feels like Covermore increasingly adopts a pattern of behaviour. Firstly, once you have a pre existing illness, your rubber stamped for exclusion even if you have had rectifying surgery.
Example. Prior to the travelling I have indicated, I had a Triple By Pass done. Blood flow was restored and I was out of hospital 4 days later. Apart from that I developed a clot and I am on warfarin.
We want full coverage from Covermore for everything other than Heart related and Vascular illness such as clots. Why ?
Ive had the surgery and there is no genuine concern for me regarding my heart, and im on blood thinners and have been since 2009.
Like I said. We have traveled the world in that time, so I would like comprehesive coverage for everything else.
Seems simple doesnt it.
But today as we booked for our 39 day trip to our son in Canada through Flight Centre, talked about arrangements for our Alaskan cruise in May, then 4 weeks in the U.K for a wedding in July 2020, and a 3 week mediterian cruise 2021, we were advised that the problem can be Covermore linking a unrelated illness or event if during the occassion any action is offered in concideration of the prexisting illness being mitigated by those giving treatment, as I said, not being directly as a consequence of that illness.
Example. A traveller with Covermore gets Pneumonia totally unrelated from any Heart or Vascular pre history, but when the traveller develops Pneumonia, the treating people take precautions tto ensure it doesn't effect their heart.
Sounds strange doesn't it.
So Covermore, don't bury us yet. Here's your oportunity. My wife and I would like to leave Australia in 3 weeks for Full Coverage , with my Heart Disease and Vascular Disease excluded for me.
We are alive and travelling with increasing frequency, are you going to be a reliable , trustworthy partner with my wife and I, or is it best for you, Covermore to stay at home, because you may not be fit for purpose , I hope you can be a reliable trustworthy travelling companion for a very busy future, not mill stone around our necks.
Please contact us if you want to share a future.
Mark and Lynn King
If you are in your sixties, albeit barely, make sure you have letters from your GP stating you are fit for travel, and also have a dental checkup before you leave on your trip. If a health issue does occur while youre away then the insurance company will attempt to link it with a pre existing condition, as is their right to protect their interests. If you are young and break your leg skiing then that is straightforward, no argument - but dare to be a senior who has had a couple of health issues then watch out. Be totally transparent with them when you take out the policy, read the fine print and shop around for the best cover. There are travel insurers who specialise in cover for mature travellers.
Customer Service TeamCover-More Travel Insurance
Hi Mark and Lynn,
So we can determine wheter we can provide cover for your existing medical condition and provide you with a quote for your upcoming trip, can you please private message us your contact number and preferred time of call?
|Category||Travel Insurance||Travel Insurance||Travel Insurance||Travel Insurance||Travel Insurance||Travel Insurance||Travel Insurance|
|Contact Number||1300 72 88 22||1300 72 88 22||1300 72 88 22||1300 72 88 22||1300 72 88 22||1300 72 88 22||1300 72 88 22|
|24-Hour Phone Contact||No||No||No||No||No||No||No|
|Online Live Chat||No||No||No||No||No||No||No|
|Maximum Age Covered||99 years old||99 years old||99 years old||99 years old||99 years old||99 years old||99 years old|
|Overseas Emergency Assistance||Unlimited||Unlimited||Unlimited||$10,000,000||Not Covered||Not Covered||Unlimited|
|Accidental Death||$25,000||$25,000||Not Included||$10,000||$10,000||$10,000||Not Included|
|Emergency Dental||Not Included||Not Included||Unlimited||$10,000,000||Not Included||Not Included||$10,000,000|
|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||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||$3,000||$3,000||Not Included||Not Included||Not Included||Not Included||$1,000|
|Hospital Cash Allowance||$50 per day, up to $6,000||$50 per day, up to $6,000||Not Included||$50 per day, up to $1,000||Not Included||Not Included||Not Included|
|Overseas Emergency Medical & Hospital Expenses||Unlimited||Unlimited||Unlimited||$10,000,000||Not Covered||Not Covered||$10,000,000|
|Loss of Income||$10,400||$10,400||Not Included||Not Included||$1,500||$1,500||Not Included|
|Permanent Disability||$25,000||$25,000||Not Included||Not Included||$10,000||$10,000||Not Included|
|Luggage & Personal Effects|
|Theft of Cash||$250||$250||Not Included||Not Included||Not Included||Not Included||Not Included|
|Delayed Luggage||$750||$750||Not Included||$200 after 24 hours||Not Included||Not Included||$1,000 after 12 hours|
|Credit Card Fraud||$15,000 as part of Travel Documents cover||$15,000 as part of Travel Documents cover||Not Included||$3,000 as part of Travel Documents cover||$3,000 as part of Travel Documents cover||$3,000 as part of Travel Documents cover||$7,500 as part of Travel Documents cover|
|Travel Documents / Passport||$15,000||$15,000||Not Included||$3,000||$3,000||$3,000||$7,500|
|Maximum Single Item Limit||$4,000 (Cameras)||$4,000 (Cameras)||$200 (Any Items)||$300 (Any Items)||$300 (Any Items)||$4,000 (Cameras)|
|Luggage & Personal Effects||$15,000||$15,000||Not Included||$3,000||$3,000||$3,000||$7,500|
|Rental Vehicle Excess||$6,000||$6,000||Unlimited||Optional Extra||$4,000||$4,000||$2,000|
|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||Optional cover for up to 200cc motorbike||Optional cover for up to 200cc motorbike||Included up to 200cc|
|Domestic Pet Care||Not Included||Not Included||Not Included||Not Included||Not Included||Not Included||Not Included|
|Special Activities Packages|
|Cruise||Optional Extra||Optional Extra||Optional Extra||Optional Extra||Optional Extra||Optional Extra||Not Included|
|Adventure||Not Included||Not Included||Not Included||Not Included||Not Included||Not Included||Not Included|
|Snow / Ski||Optional Extra||Optional Extra||Optional Extra||Optional Extra||Optional Extra||Optional Extra||Not Included|
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