XCover.com Questions & Answers

Hi Maria, Thank you for sharing your feedback with us. We want to ensure that we are providing great service to all of our customers. We appreciate your feedback. It will help us to continue to make things better for our customers.

We have forwarded your feedback to the relevant team who may reach out with further information.

Once again, we appreciate your feedback.  The XCover Team

Hi, Thank you for sharing your feedback with us. In order to investigate we need more information, however, unfortunately, we are unable to find you in our system. Please either reply to any of our emails or log in to your XCover Account. If you are logging in for the first time you need to find the email confirmation email sent from us and click the link to set up your XCover Account. Make sure you check your spam folder if you can’t find your confirmation email. This step is required if you bought your protection using your Apple Account, iCloud email address or Safari web browser as Apple may hide and not deliver your email. Read more about how to resolve related issues. If you are still having issues, please respond to any of our emails with the following details: The full name entered when you purchased your policy. The email used when you purchased your policy. The site where you purchased your XCover Protection. The amount that you paid for your XCover Protection. The date of the purchase. Your location at the time of purchase. Your purchase ID (also called a Booking ID, Transaction ID, Invoice Number, Customer Reference Number, etc.) Once again, we appreciate your feedback. The XCover Team

Hi Elisabeth, Thanks for contacting us. At XCover.com we partner with a range of leading companies to provide protection that is typically purchased via our partners' websites and added at the same time that another product or service is purchased. At the moment, we don't offer policies via our website XCover.com, but you can check your options through our partner Turkish Airlines.

We hope this answers your question.

Thanks for contacting us, The XCover Team

Stay far away from this company. It is fraudulent.

I agree. But if, as you say , “Every damn company now days only care about themselves”, to what company should we switch to? Who can we rely on? Why is there no effective body that could make these companies answer for their negligence?

I wrote with frustration in my body and didn't think straight. There is probably good insurance companies around but I have yet to ever get a claim, not that I made a lot of them. There seem to be a clause for everything to prevent them from helping out. What I know is we got stranded on an airport in Greece and both the Airline and Xcover refused to help.

I'm disputing the Airlines decision and hopefully they will pay up for the delay. I guess there is regular checks on these companies but the main issue is that as long as they have stated somewhere in their policies that they won't cover for something for some ridiculous reason, there's nothing to do. They can just point to that line of text and refuse.

Hi Joakim E., Thanks for contacting us. We wanted to share the following regarding your request: Enquiries are automatically forwarded to the correct team to ensure a speedy resolution. XCover support is split into two friendly teams - Customer Support and Claims Support. From the time that you submit a claim until a claim is finalised, you will receive emails from the Claims Support team. At other times, for instance, when you buy new XCover Protection, emails will come from the Customer Support team.

We hope this answers your question. You can also check the other articles in our help centre for more information.

Thanks for contacting us, The XCover Team

You must cancel your original form of payment, to escape this fraudulent company.

Hi Belinda Thanks for contacting us. We weren’t able to find your booking in our system under the name and email address you supplied in your enquiry. The quickest way for us to find you on our system is to reply to any of our confirmation emails. These are sent by us when you purchase XCover Protection alongside items from our partners or when you make changes to your policy.

If you don’t have any confirmation emails from XCover, please firstly check your spam folder. If you use Gmail/Googlemail, please also check your Promotions and Social folders.

If there’s no XCover emails in those folders, please send us the following information:

• Your XCover reference number. This is the number that ends with “-INS”. It will be in the subject line of the confirmation emails that we send.

If you can’t find your INS number, please provide us with the following information:

• Name and email of the policyholder and/or purchaser or the XCover policy • Email address used when the original purchase was made • The date that you purchased XCover Protection • The site where you purchased XCover • A screenshot of your XCover information and the URL you visited when taking the screenshot. • Any other documents relating to your XCover Protection, such as the XCover invoice or the invoice for the underlying item.

Thanks for choosing us, The XCover Team

It is fraud. Cancel your credit card.

AGREE WHOLEHEARTEDLY!!

Hi Karen​,​ Thank you for sharing your feedback with us. Unfortunately, we were not able to find you in our system with the information provided in this review. Please either reply to any of our emails or log in at XCover.com with the email address that you used when your policy was purchased. Our team can then look into your case. You may also wish to review the documents within your XCover Account, including your policy wording.

Once again, we appreciate your feedback.

Thanks for choosing us, The XCover Team

Hi Conan Thanks for contacting us. We weren’t able to find your booking in our system under the name and email address you supplied in your enquiry. The quickest way for us to find you on our system is to reply to any of our confirmation emails. These are sent by us when you purchase XCover Protection alongside items from our partners or when you make changes to your policy.

If you don’t have any confirmation emails from XCover, please firstly check your spam folder. If you use Gmail/Googlemail, please also check your Promotions and Social folders.

If there’s no XCover emails in those folders, please send us the following information:

• Your XCover reference number. This is the number that ends with “-INS”. It will be in the subject line of the confirmation emails that we send.

If you can’t find your INS number, please provide us with the following information:

• Name and email of the policyholder and/or purchaser or the XCover policy • Email address used when the original purchase was made • The date that you purchased XCover Protection • The site where you purchased XCover • A screenshot of your XCover information and the URL you visited when taking the screenshot. • Any other documents relating to your XCover Protection, such as the XCover invoice or the invoice for the underlying item.

Thanks for choosing us, The XCover Team

Hi Jan V Thank you for describing your experience. We want to ensure that we are providing great service to all of our customers, so we appreciate your feedback so we can make things better for our community.

We advise all our customers to check their policy wording, which can be found in your account. Log in at XCover.com with the email address that you used when your policy was purchased. The policy wording will provide detailed information on all the inclusions and exclusions.

We have also forwarded your feedback to the relevant team who may reach out with further information.

Thanks for choosing us, The XCover Team

I would write a scathing review on their website and also on Trust Pilot However I have read a lot about this company and I fear it is all a scam.

You could take them to court, which I did and won. external link 

Also report them so they could lose their trading license. The more people do, the sooner scam companies like Xcover will be gone from Australian soil. external link 

Hi Jo B Thanks for contacting us. We weren’t able to find your booking in our system The quickest way for us to find you on our system is to reply to any of our confirmation emails. These are sent by us when you purchase XCover Protection alongside items from our partners or when you make changes to your policy.

If you don’t have any confirmation emails from XCover, please firstly check your spam folder. If you use Gmail/Googlemail, please also check your Promotions and Social folders.

If there’s no XCover emails in those folders, please send us the following information:

• Your XCover reference number. This is the number that ends with “-INS”. It will be in the subject line of the confirmation emails that we send.

If you can’t find your INS number, please provide us with the following information:

• Name and email of the policyholder and/or purchaser or the XCover policy • Email address used when the original purchase was made • The date that you purchased XCover Protection • The site where you purchased XCover • A screenshot of your XCover information and the URL you visited when taking the screenshot. • Any other documents relating to your XCover Protection, such as the XCover invoice or the invoice for the underlying item.

Thanks for choosing us, The XCover Team

Hi Nicole, I had a very similar experience from using XCover booked through Luxury Escapes. I agree that Luxury Escapes should not use XCover. I called Luxury Escapes and mentioned I was trying to claim through XCover and the man I spoke with said 'oh no need to do that, I'll call the motel and see if we can change your booking to buy now choose dates later'. I had already been trying to get my money back through XCover due to unavoidable cancelation due to illness. XCover did respond by email a day after my policy expired and that email said as I had purchased through a third party I would need to go through Luxury Escapes. Luckily for me Luxury Escapes was able to organise for me to change by dates. XCover are awful, I sent them scathing reviews on their 'how did we do' tab but then there is no send tab, so I copied the information and emailed it to them. Maybe Luxury Escapes could assist you, without them changing my booking to allow me to change my dates I would have been out of pocket for the whole trip purchased. I think it needs to be on Luxury Escapes to stop using this company and if you can't get your claim from XCover then Luxury Escapes need to do something about it. Have you called Luxury Escapes, if not then I'd recommend you do. They got back to me the same day and then also by email.

I had to jump high and low, stayed more than persistent and pushed this to the very end and finally they would start an internal investigation which could take up to a month. Only then they accepted my claim and gave a refund. Good luck.

Thanks Rene, who was there the internal audit with, xcover them ? I got luxury escapes to escalate. Manger there going to try. Thx for you comment though, that helps

Did you go to aca ? I am seeking legal action as I am out of pocket for medical expenses $4000

Reading these comments makes me feel sick to the stomach, how can Luxury Escapes support these cowboys? Has anyone had any positive outcomes?