MISLEADING AND FRADULENT
Purchased this travel insurance before the pandemic was declared and purchased cancel any reason cover as detailed when I purchased the insurance. Come to find out the cancel any reason cover was just plain cancellation cover and the exclusions don't allow you to cancel at all.
The only reason i purchased insurance through Cover-More rather than RACV was because of the cancel any reason cover detailed on their website (which has now been removed). Now I've been told the only way to get this is through a travel agent.
Their advertising is fraudulent and misleading. Their customer service is atrocious and blamed me for not realising it wasn't cancel any reason like it stated.
The policy is worthless
There is no point to paying for this insurance as it is basically worthless. You are not covered in times of pandemic, nor if travel agents and the companies insolvent.
Refusing to provide a full refund
We booked our international flights in 2019 before the Corona Virus pandemic was known to us. We have been refused a FULL refund as we did not cancel the policy during the 15 days cooling off period. They are only providing a partial refund. Cover more have not provided us with a service, but instead have just taken nearly half of our money that we paid. We are unable to fly international due to this Corona virus and the government restriction of overseas travel. I am unable to even leave our state, let alone the country. This is not my decisio...n to cancel our flights. Qatar airlines have provided a full refund for their cancelled flight, but Cover More aren’t even providing a full refund even though they have not provided us with a service. They advised the reason why they are unable to provide the full refund is because they deduct the non-refundable government charges and taxes that they have paid and are not recoverable even though the government is the one stopping us from leaving the country, not our choice. The reason why we take our insurance is to protect us, as consumers, but instead just take our hard earned money. Very very disappointed and annoyed.
Covermore took 25% off my refund
Due to Corona virus I can't go overseas in June. My tdavel agent is organising full refund from an airline, but I am to get partial refund from Covermore as my policy was from end of last year. This is the first time I got my travel insurance and got ripped off without even leaving the country. They keep referring to the policy, but I can't justify them stealing 25% of my money for nothing.
Appalling Treatment of Customers
Policy No 720100143269 - Still waiting on a response to my last email which contains full details of my issue with your company. Please attend to this matter urgently otherwise my next product review on this site will expose your company for its complete disregard of your own published PDS when dealing with cancellation of a policy.
Refund only 25% of what paid
I paid $1200 for Cover More insurance for a trip due on 5 June 2020.
Obviously this is not going to happen.
Cover More now advises me that I either get credits for future travel, which we are not sure of, or for a refund we lose about 75% of monies paid. Not fair as no risk for any claim. Policy number is 7190 0106 8616
Non Existent Service - Stay Away From Covermore
I am in the habit of posting good and bad reviews as deserved.
On this occasion, I had a simple question for Covermore. To satisfy me, all that was required was a simple e-mail, with virtually a 'Yes' or 'No' answer. That was about 5 weeks ago. Since then, I've sent several messages with absolutely no reply from any of them.
I presume I would have got the same response from a phone call. However, I couldn't get anyone to answer the phone.
I do realize it's a busy time. However, I would have expected an acknowledgement, at least. In any case, 5 weeks should be more than enough.
Whatever the reason (excuse) from Covermore, it isn't acceptable.
Do yourself a favour, insure with anyone but Covermore.
Waste of money
This policy was a complete waste of money. I took out cover in Dec before Corona Virus and took out cancellation cover for further protection, I tried to make a claim for $500 cancellation free from my accommodation and its not covered for anything. The policy is totally worthless and a complete and utter waste of money. The person on the phone even had the gall to tell me the policy is excellent yet i cant claim one cent??? Should have booked with BUPA, they have been helping their customers and were cheaper too... never again Covermore!
I had travel Insurance with Cover more for a trip to Europe this year they don't cover a pandemic and as I took out my insurance last year they only REFUNED part of my insurance I paid not the full even though I never made a claim . I had used many times before BUT NEVER AGAIN would I use them .
Booked a travel insurance policy last year for a carnival cruise which was meant to depart on the 3rd of April, 2020 but was cancelled due to covid 19. Rang up in early March querying possible cancellation- told about pandemic clause (never mentioned when booking). Cruise eventually cancelled a few weeks later by carnival, tried to contact covermore on several occassions and couldn't get through. Emailed them and received no response. Paid for insurance I couldn't use and didn't even get the chance to change the dates for future travel as no response from covermore. Will never use them again!!!
- Single Trip
- Verified customer
Customer service is appalling!!!
I had to cancel my overseas trip due to a medical condition and therefore was unable to travel. All medical certificates have been supplied as per Cover Mores requests. My claim has been in with Cover More for nearly 2 months and I am still none the wiser what exactly is happening with it. When I have chased them up previously I have been told they have contacted me via email only to find they have sent emails to the wrong email address. Each time I submit a follow up request I get an email advising they will contact me within 10 business d...ays. I have now been on hold for 2 hours with them and I'm not exactly sure how to go about getting this resolved. I do understand the current workload with the Corona Virus but my claim has nothing to do with this. I also got an email asking me to rate the this company, needless to say I will never insure with them again!
- Single Trip
- Verified customer
Absolutely no correspondence following a skiing accident in Canada this January. Upon returning home I was issued a bill from the hospital, and have had no responses to emails whatsoever, it has been over 10 days. I called over a week ago, waited on hold for 3.5 hours, only to be told I would be 'called back'.... yet to receive the call back. I was left on hold for 3 hours yesterday, only to realise at 7:30 pm the call centre had been closed, yet they left me (and I'm sure many many others) waiting on hold. Terrible service! Still waiting on hold right now, its been 5 hours!, please please please do not use cover-more!
Don't bother with Cover-more
Had to cancel our trip due to the COVID-19 as a result cover-more will not refund 100% of the funds even though there is an international travel ban on with the potential to last up to next year. Even though our trip is not until the end of the year they decided to withhold funds from the refund.
Cover-More Profiteering from the COViD-19 at Customer Expense!
Policy purchased Nov 2019 for an upcoming trip to the USA in September! Policy type Premium! Air Canada cancelled flight effective April sighting potential travel restriction which couldn't be verified if they would still be enforced at the time of our planned departure! We have been forced to change/cancelled & alter travel plans losing our booking fees with the Criminal Syndication AirBnB who have upheld cancellation policy as it was deemed a change of mind cancellation! "Our Flight were Cancelled via no choice of our own" When accepted our p...olicy Cover-More had upsold us the cancel for prior to departure policy to the value of $10,000.00. At no time did Cover More stipulate Pandemic or Epidemic when they sold us this policy in November 2019! Cove-More is now refusing to cover any losses relying on the General Term! What happens if the location decided to allow passage/travel as the region deemed open for travel? This insurance company is clearly profiteering from this event and will clearly increase its revenue throughout FYE20/21 due to not honouring the majority of policies in the market! This claim is supported via this simple example! If CoverMover Sells $1million in policies for travel and set aside $300K for possible claims arising from the Sale they would have $700K for OPEX! Now, let's add the general clause Pandemic / Epidemic exclusion this means the insurance company could set aside (declined) 95% of the claims on the grounds of the general clause meaning they would now have $950K for OPEX. Insurance is a fraud I struggle to understand why I would take-up further policies when companies like Cover-More will clearly benefit from a black swan event at the expenses of the general public. This has been made worse when Cover-More will only refund a proportion of your policy claiming they have provided cover yet they are excluding you from making any claims due to the General Term Pandemic / Epidemic! To rub further salt into the wound if you decide to lodge a claim which is 99% likely to be declined you will no longer be entitled the proportional refund! I challenge anyone who thinks that the insurance companies are not benefiting from everyone missed fortune! What is the real advantage of paying for additional policy outside of medical expenses when travelling on before the time of travel? Why is the ACCC allowing the general public to be defrauded via insurance giant who lobbies the Government YOY for an increase to insurance premium without real justification! I feel ashamed that I've allowed myself to be ripped off and deceived via CoverMore! My action plan Never Use CoverMore and lobby my local minister for regulation change to prevent these fraudulent activities from continuing! Will I advocate the general public do you need to pay in advance? Are you getting the right advice is the Insurance Giant looking after you?
Over a month with no refund
Policy purchased on the 8/3/20 and then cancelled via email on the 22/3/20 within 15 working day cooling off period, received an automated response only, follow up email received another automated response “reply in 2 working days” 3 weeks later and still no response, another follow up email, got another automated response message. Please refund my $228 asap, it has been too long already.
We have used Cover-More several times and held them in high regard. The problem this time is the appalling management of the 'contact' system. Sent email... no replies. Decided to ring... waited 100-min and gave up. Tried leaving a message for a call back by phone twice. Both times they did ring back after an hour or two but when I could not answer they leave a message to ask me to call again. So the process started all over again. Tried chat and eventually got a helpful person. But had to sit at my computer of hours to get that answer. Started...off I was 80th in line. And the 'expected time' indicator on the chat fluctuates wildly. Of course, the chat means you are sharing the one person with several other customers and you are lucky if you get half a dozen exchanges in every 15-min! Does this company realise how much time they are costing their customers in time? It might be ok if you are retired but this is sheer arrogance to expect working people to make the time to simply contact their insurer. So, without commenting on the insurance side of their business, I say the management of communications is terrible. They need a system whereby you can 'book a call at a certain time'. A little bit of thought and the company would save a lot of frustrated customers. Yes, I am sorry for their predicament at this time, but there is no excuse for weeks and weeks of such terrible inefficiency.
- Single Trip
- Verified customer
Extremely Poor Customer Service
Had to return half way through my trip due to unforeseen circumstances and called to see if it was possible to get a refund for the other half of the trip I'm no longer using the insurance for (it was 4 months ,so I paid quite a bit). Would have understood if I called and they quoted the policy, however the customer service from multiple staff completely lead me to believe that a refund was possible. Over a month of me trying to chase up the status of the return 3-4 times (they even asked me to send my flight return details) and I finally get a...n email today saying that a refund is not possible because of the policy. Complete waste of time. Cover seems fair for price, but customer service is absolutely poor and my experience has been infuriating. Wouldn't recommend or use again for those reasons.
Missing in action
I took out a 10 week policy in Oct 19 with $25,000 cancellation cover. My trip was cancelled by my tour operator before any travel bans in place. I have tried to do an online claim and it says my details are not correct (which they are not), I have tried to call and never get through and have emailed twice with no response. I have always used covermore but have not previously had to claim, extremely disappointing service.
Avoid at all costs!
Spent almost a thousand dollars on a 6-month travel insurance policy with CoverMore. Had to return to Australia after just three weeks due to Coronavirus. E-mailed CoverMore from Colombia four weeks ago to ask what my options might be with regard to returning to Australia (ie whether or not this would be covered by my insurance policy - apparently not) but got no response. E-mailed them again two weeks ago after returning to Australia to cancel the remaining five months of my policy. Still no response.
Have Cover-more disappeared
Purchased Policy 720100213823 on 06/03/20. Emailed to cancel policy on 21/03/20 just within the cooling off period and got an automated message. I have since emailed three more times and have not received anything other than the automated email from them. I have used this company for prior travel insurance and not made any claims. Why are they ignoring me as they’ve had nearly four weeks to reply or contact me and are they doing the same to everyone and profiting from our cancelled plans...??
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