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Insurance claim made

Very happy with CoverMore

5 out of 5, reviewed on Jun 20, 2018

You MUST read the PDS and try to understand it. It is difficult to imagine every scenario but the two times over past years that I've had to make a claim I've been very happy with the outcome. I had no issue regarding reimbursement after lodging the claims - both were for medical issues - nothing pre-existing. I was a bit anxious at times when having to deal with different CoverMore staff to bring them up to speed during discussions while I was overseas, but I think half of this was because of different time zones and different staff rostered on. I will continue to use them for further overseas trips.

Was this review helpful? Yes

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Cover-More Official

Hi Roxy, Thank you so much for your 5 star review. It makes us glad to know you are happy with your claims outcome for your medical issues. We encourage all of our customers to read our PDS, as it ... read more »

tuggerah

  • 1 review
  • 1 comment
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Insurance claim made

Do not trust cover-more. You have been warned

1 out of 5, reviewed on Jun 19, 2018

We took out Covermore as part of Virgin Australia ticketing process. Turns out our Virgin flight to LA was delayed by 10 hours and we missed our connecting flight to San Francisco. We booked a later flight to San Fran and Covernore refused to pay any of the $700 costs. They claim that because the plane was delayed due to mechanical/ engineering issues that the policy has an exception for that.

So if you book with Virgin and take out Virgins preferred/ recommended cover and the Virgin flight is delayed, you are not covered. Ironic!!!!

Avoid this mob and go with someone like TID instead.

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Cover-More Official

Hi Matt, Thanks for your feedback. We're sorry to hear about your flight delay and that you are unhappy with your claim outcome. It is important to read the policy documents before purchasing our ... read more »

Well its very misleading and somewhat deceptive to have a relationship with an airline ticketing process for insurance that doesn't cover the delay of said airline. Read the PDS you say. That is t... read more »

  • 5 reviews
  • 1 question
  • 5 answers
  • 13 helpful votes
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Insurance claim made

Covermore - Scammers

1 out of 5, reviewed on Jun 06, 2018

My wife and I paid for Coverrmore travel insurance before leaving for a holiday to Europe. I became seriously ill in France. I notified Covermore immediately as set out in their directions. They did nothing for 2 days in spite of having told me 3 times they had contacted the hospital to discuss my condition.
Then the delay tactics started. Firstly they said they appointed an agent in France. Then they repeatedly said they had been talking to the hospital when they hadn't. Then they told me they would have to contact all of the doctors I had consulted over the previous 3 years so they could confirm that I didn't have a pre-existing condition. In spite of having sent them emails with reports and travel documents they still haven't contacted all of those doctors.
Now that I am to be released from hospital today I have to pay over €10,000 in medical and hospital expenses. And Covermore is not anywhere to be found.
It looks like I will have to sue Covermore for compensation.
They are just scammers set up fleece they customers.

1 person found this helpful, do you? Yes

Comments
Cover-More Official

Hi there, We appreciate you reaching out to share your experience and are sorry it isn't on a happier note. We trust and hope you are recovering well from your illness. This is definitely something... read more »

travel insurance

5 out of 5, reviewed on Jun 06, 2018

every time i book to go overseas i feel so safe knowing this company give me the best cover at a great price considering my age .. never have to worry great cover

Was this review helpful? Yes

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Cover-More Official

Hi Brian,
Thanks for your 5 star review! That makes us very happy to hear. We appreciate you trusting us to protect your travel dreams. Happy travelling in future!
Kind Regards,
Cover-More Travel Insurance

sydney

  • 1 review
  • 1 comment
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Insurance claim made

Happy with claim result

4 out of 5, reviewed on Jun 05, 2018

Hi; I was holidaying with my son in the US when I suffered an unwanted and unexpected injury. I required hospital treatment and was given merciful medical advice from way back in Australia, Unfortunately our holiday had to be aborted as a result of my injury but Cover-More and their medical team was terrific throughout. I lodged a claim for losses when back in Australia with Cover-More who honoured nearly all of my claim. Cover-More were prompt in crediting my claim and that aspect along with their medical teams advice I cannot fault. Thank you Cover-More, I would certainly use you again. Regards Steve.

Was this review helpful? Yes

Comments
Cover-More Official

Hi Steve, Thanks for taking the time to share your claims experience with us. Sorry to hear you suffered an injury while on holidays in the US - we hope you have since made a full recovery! We're v... read more »

No Worries guys, I say as I see it, once again thanks for your service. P.S. I'm 100% now, back at work and saving up for our next trip, cheers from Steve.

Cover-More Official

Hi Steve, we very much appreciate that. That is wonderful news! We're thrilled to hear you're 100% again and looking forward to your next adventure. All the best!
Kind Regards,
Cover-More Travel Insurance

Insurance claim made

Claim paid promptly and easily

5 out of 5, reviewed on Jun 04, 2018

Thirty words is a lot
I was pleased with the way my claim was processed.
Everyone was very polite and helpful
Eight words to go and I can stop writing!!

Was this review helpful? Yes

Comments
Cover-More Official

Hi Bob,
We appreciate your 5 star review! Thanks for taking the time to provide us with your feedback. We look forward to covering your travels in future.
Kind Regards,
Cover-More Travel Insurance

Insurance claim made

Scammers. Dishonest people worst experience ever

1 out of 5, reviewed on May 30, 2018

Avoid being insured by them. You are not covered for anything that may happened. Nightmare. Not good
Stay away, I got sick on holiday had to pay medical expenses and return home. I called them they approved when came back nothing was covered, they said dodctor overseas didn’t order you to come how ridiculous is that? Dogs

Was this review helpful? Yes

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Cover-More Official

Hi Milan, We appreciate your feedback, thanks for sharing this with us. Sorry to hear you were unwell while on holidays. We hope and trust you've made a full recovery. We've sent you a private mes... read more »

Kingston tas

  • 1 review
  • 1 comment
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Insurance claim made

A Really Great Insurance cover to Have

5 out of 5, reviewed on May 27, 2018

Our policy was very good value. We were on a 14 day cruise to the South Pacific .Call centre staff helped with the policy. We are very satisfied with the Customer support

Was this review helpful? Yes

Comments
Cover-More Official

Hi there! It's great to know that you found your Cover-More policy to be good value. We appreciate your 5 star review and for sharing your experience using our customer support.We hope you had a fa... read more »

Thank you We will most certainly having you protect us on our further adventures

Darwin

  • 1 review
  • 1 helpful vote
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Insurance claim made

Awful service- DO NOT USE THEM OR VERY CAREFULLY READ THE FINE PRINT

1 out of 5, reviewed on May 24, 2018

We have always booked our holidays through flight centre and used covermore on countless occasions over the years. On our recent holiday to Europe we had to change our flight because I was too sick to travel. A was seenat our hotel by a locum dr in France who gave me a medical certificate (most of which was in French ) when making our claim we submitted this but it has been denied because it did not contain the words ‘patient unfit for travel’. Outrageous. It was the first time we have ever made a claim and it will be the last time we ever use covermore.

1 person found this helpful, do you? Yes

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Cover-More Official

Hi Mim,
We appreciate your feedback in regards to your claims experience. Sorry to hear you feel this way. We have sent you a private message requesting some further information so we can look into it.
Kind Regards,
Cover-More Travel Insurance

  • 4 reviews
  • 6 helpful votes
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Insurance claim made

Excellent service

5 out of 5, reviewed on May 24, 2018

I have used Cover-More travel insurance for a number of personal and family trips over the last 8 years, fortunately, I have only needed to do one claim in that time period. Cover-More were extremely helpful, supportive and our claim was approved in no time. It is comforting to know that they do provide a good service and we will certainly keep using them in the future!

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Cover-More Official

Hi Lola, Thanks for your 5 star review and for sharing your experience with us! We're thrilled to hear you've been a Cover-More customers for 8 years. We appreciate you trusting us to protect your ... read more »

  • 1 review
  • 1 comment
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Insurance claim made

This is one of those businesses that you can’t trust

1 out of 5, reviewed on May 24, 2018

Having made a claim after returning from holiday to find wine cracked in my travel bag I was surprised at how long their claims process is. It’s been almost a month. Anyhow the reason I’m writing this is to help others. They claimed when I purchased insurance through flight centre that they cover up to 15k. When I made the claim these guys put a depreciation on my iPad of 57% so they could pay me half of what it’s worth. My clothes was well over 3k in value and they paid me $200 and then depreciated that at rate of 27%. These guys are taking advantage. Travel companies obviously get commission if they sell you cover more insurance because that’s the only reason you would recommend them. I wish I had read all these reviews before I went with them. I’m now out of pocket over at least 3k....insurance right yeah sure.

Was this review helpful? Yes

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Cover-More Official

Hi Matty, Your feedback about your claims experience is much appreciated. We're sorry to hear about your disappointment. For claimable items, we do have to take depreciation into consideration. Thi... read more »

Cover more have now asked me to gain receipts for each of my clothing items. More delays and running around. At the start they said provide an estimate for each of you don’t have receipts. Becau... read more »

  • 1 review
  • 1 helpful vote
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Insurance claim made

Travel Insurance Claims Warning - Dont usr Cover-more.

1 out of 5, reviewed on May 23, 2018

Travel Insurance Claims Warning.
Don't ever take out travel insurance with either Cover-more.
Cover-more's modis operandi is to delay claims for as long as possible. They only communicate by email with all responses taking 14 days or longer. All requests for information (in my case from the travel agent, doctor, specialist and airline) are not handled at the same time but separately to extend the whole process. Any queries regarding the information is not handled person to person but instead an email is sent out asking for the same information again. Any phone call to speak to someone about your claim takes an obligatory 30 to 45 minute wait time.
By the way it's not just me who thinks they are lously. A recent Choice Insight product review ranked them 128th out of 144 products tested with an overall score of just 47%.

1 person found this helpful, do you? Yes

Comments
Cover-More Official

Hi Michael, We appreciate your feedback and are sorry to hear you've had this claims experience. We certainly do not intentionally delay claims processing as this would be a strain on our resource... read more »

Melbourne

  • 8 reviews
  • 1 helpful vote
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Insurance claim made

Avoid!

1 out of 5, reviewed on May 23, 2018

I took out travel insurance with Cover-more when my mother insisted constantly that I get it. I got it whilst i went to Europe. While travelling i lost my $2000ish watch. When i got back, i claimed the watch and ended up getting $351 back for the watch. They factored in depreciation, wear and tear and all these other rubbish factors in order to reduce what they had to pay me. NEVER AGAIN!

1 person found this helpful, do you? Yes

Comments
Cover-More Official

Hi Olly, Thank you for your feedback and sorry to hear you are unsatisfied with the outcome of your claim. We have to take depreciation into consideration for claimable items, as our policies can p... read more »

Verified Customer Insurance claim made

Amazingly simple and fast

5 out of 5, reviewed on May 22, 2018

We booked a trip to Noumea in March but our flights were cancelled last minute due to a cyclone. We are still waiting for the airline to refund our flights they promised but Cover-More finalised our refund for Accommodation and transport to the airport in about two weeks with no hassles whatsoever they sent us an email to say we would hear from them in ten days and we did the refund was in our account a few days later. We have used them many times before but never made a claim. I would definitely recommend them to anyone. Fantastic

Was this review helpful? Yes

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Cover-More Official

Hi Lesley, Thank you for taking the time to leave us a 5 star review! We're so glad you have been happy with your claims experience and we appreciate you sharing this feedback. We love that you wou... read more »

Verified Customer Insurance claim made

You need travel insurance!

4 out of 5, reviewed on May 22, 2018

We travelled to Europe last Nov-Dec. We had to cut our trip short by a week due to my ill health. We were really worried about getting any of our money back from the travel insurance, but it was relatively easy. It has taken 5 months but that is mainly my doing because of my health issues.
The only complaint I have, is that, even though there were 3 incidents to claim for, they were treated as 3 seperate issues and we had to lose 3 x $100 of excess.

Was this review helpful? Yes

Comments
Cover-More Official

Hi Lidia, We appreciate your 4 star review! Thanks for sharing your Cover-More experience with us. We're happy to have been able to process your claim. Sorry to hear about your ill health, we hope ... read more »

Insurance claim made

Excellent

5 out of 5, reviewed on May 21, 2018

I recently used Cover More Insurance for a cruise that we were taking. I insured for a preexisting condition. Unfortunately we had to leave the cruise early and fly home urgently. We put in a claim and the claim was settled promptly. We will use them again as we found them very professional and helpful.

Was this review helpful? Yes

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Cover-More Official

Hi Paula, Thanks for the 5 star review! We very much appreciate you taking the time to share your claims experience with us. Sorry to hear you had to leave your cruise early, but we're glad we were... read more »

sydney

  • 2 reviews
  • 2 comments
  • 2 helpful votes
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Insurance claim made

Travel Agents Cancellation fees Not Covered By travel Insurance?

1 out of 5, reviewed on May 17, 2018

We had a family trip booked for United States in February 2018. 2 weeks prior to departure my son broke his leg and was unable to travel. Covermore acknowledged the legitimacy of the claim and covered some of our expenses but has refused to cover the $1200 of cancellation fees charged by Flight Centre. We knew Flight Centre charged these fees but naturally assumed they would be covered by travel insurance. According to Covermore it is clearly stated in there PDS that these cancellation fees are not covered. I have included below the 2 separate sections of the 60 page PDS that i was supposed to put together to conclude that they do not cover these expenses. I have spoken to many, including a sales consultant who sells these policies and know can believe that these fees are not covered. Makes you wonder what else isn't. I have taken this as high as i can with Covermore but still no joy (don't get me started on the appalling service and misinformation). I actually bought the policy through NRMA who were very quick to pass the buck to Covermore who are apparently behind most policies.
The sections of the PDS I was directed to were
We refer you to the section of your ‘Comprehensive’ Travel Insurance Product Disclosure Statement (PDS) and specifically to the section 3 titled ‘Amendment or Cancellation costs’, where it states:

If due to circumstances outside Your control and unforeseeable at the Relevant Time:

2. You have to cancel the Journey (where You cannot rearrange it prior to leaving Home) We will pay You
a) The non-refundable unused portion of all travel costs prepaid in advance including the travel agent’s commission (the travel agent’s commission is limited to the lesser of $4,000 or the amount of commission the agent had earned on the pre-paid refundable amount of the cancelled travel arrangements). (Writer emphasis)

We now refer you to the section of the policy headed “General Exclusions’ were it reads:
We will not pay for
17. Claims involving consequential loss of any kind including loss of enjoyment or any financial loss not specifically covered in the policy.

Clearly from this i should of realised.

1 person found this helpful, do you? Yes

Comments
Cover-More Official

Hi Craig, Thank you for taking the time to provide us with your feedback. We're glad to hear we were able to cover your trip cancellation costs from your family being unable to travel. We hope your... read more »

You did not cover our cover our cancellation costs (only some). I don't appreciate the misleading spin you have put on your response. It just reinforces my opinion of covermore. We are still out of... read more »

  • 1 review
  • 1 helpful vote
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Insurance claim made

Disgusting

1 out of 5, reviewed on May 14, 2018

Covermore is the worst Insurance Company I have ever dealt with especially when making a Claim..it's taken 9 months & have rejected our claim because we had to cancel our trip due to my father passing away suddenly 3 days before travel..Customer support were arrogant and rude.

1 person found this helpful, do you? Yes

Comments
Cover-More Official

Hi Reece, We're very sorry to hear about the loss of your father and offer our sincere condolences. Thank you for raising this with us. We have sent you a private message requesting further details... read more »

  • 1 review
  • 1 comment
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Insurance claim made

Wonderful service wouldn’t be without it.

5 out of 5, reviewed on May 13, 2018

I took out travel insurance with Covermore, I have used them every time I went overseas, this is the first time I have had to claim. I had an accident overseas, broke my ankle. I can’t fault the company whatsoever. I had a nurse checking up on me constantly to see when I was able to fly back home and check on my health. Nothing was a problem, I was flown back business class. When I returned back to Australia I had a few bills to claim again nothing was a problem. I submitted a claim, received a reasonable amount back. Nothing was a problem, I will definitely use them again when I travel next. Kim

Was this review helpful? Yes

Comments
Cover-More Official

Hi Kim, Thank you for your 5 star review. We very much appreciate you taking the time to share your positive experience with Cover-More. It makes us very happy to know we were there for you when yo... read more »

Thank you.

Insurance claim made

Misleading Policy booklet!!! So called PDS policies,even the Cover More team cannot agree!

1 out of 5, reviewed on May 11, 2018

Took out an insurance policy with Cover- More with extra “Cruise Cover”. Will never purchase travel insurance with Cover-More again, and extra for Cruise Cover is a joke.
We went on a cruise to Fiji and due to a cyclone missed the Prebooked Port of Lautoka and Suva.

In the policy booklet it says (v) Missed Port
If during the period of insurance you are on a journey from or to Australia and due to an unforseeable circumstance outside of your control you miss

a) your Prebooked Port; or

b) Your prebooked connection, where you have allowed the minimum connection time between transport as stipulated by your transport provider.
You can claim.
Now if you refer to section a) your Prebooked Port; or

What does the word OR mean?? It mean either this happens OR that happens!!

First person I spoke to at Cover More said yes I can make a claim, to get in touch with the cruise line and retrieve a letter telling Cover More of missed ports.
I did this and rang back Cover More to be told aggressively “no you cannot claim for this only if you have section a) AND b) as above.” Now apparently the” word” is AND not OR
I said “ well the person I spoke to last week said the opposite,” and I asked to speak to the manager. I then spoke to the team leader who assured me that I had been given the wrong information from the first advisor, and he would look into it and ring me back.
I have received no phone call or further information about my claim. I have tried to ring today and got put on hold for so long I gave up.
Customer service is BAD. They need to reword their PDS because it is MISLEADING.
I wasted my time getting in touch with the cruise line for a letter for missed ports, and not to mention that the cruise line went out of their way to do this on the request of Cover More.
Poorly organised customer service, and even the Cover More team cannot agree on their so called PDS policies.

Was this review helpful? Yes

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Cover-More Official

Hi there, We appreciate you taking time out of your day to provide this feedback to us. We're sorry for any confusion caused. So we can investigate this matter for you, we have sent a private mess... read more »

1 of 96 pages


Questions & Answers

I am thinking of booking flights to the UK to visit an elderly relative next year for a special birthday. If I had to change or cancel my flights (eg they became ill or sadly passed away) would I be able to claim back the flight costs?

Em1 asked on Jun 17, 2018

Answer this

Hi Em1, thanks for the question. Generally speaking, we can only consider claims by you arising from the health or death of a relative or your business partner who live in Australia and are not travelling with you, if at the relevant time that person:
• had not been hospitalised in the previous 2 years for a condition that was directly or indirectly arising from or related to the condition that caused the claim;
• did not reside in a nursing home or require similar home care assistance;
• was not on a waiting list for, or did not know they needed surgery, inpatient treatment or tests at a hospital or clinic;
• did not have a drug or alcohol addiction; and
• did not have a Terminal Illness.
Claims caused by the health of other people (those people not listed above) are not covered by the policy. So as your relative lives in the UK, it is unlikely cover would be available. However, you are always welcome to submit a claim for consideration as our team assess them on a case by case basis.
Kind Regards,
Cover-More Travel Insurance

Hello My wife, 3 kids and mother in law are due to fly out to USA next week for three weeks. My wife’s dad has become very sick and has been hospitalized awaiting surgery for a heart condition. A lot of tests are hold ing up and pushing back surgery dates all the time. We have a policy with you. Will we be covered if we are not able to go. We will not be able to leave him and go enjoy a holiday if he is still this sick and unstable. Cheers

Dick asked on Jun 10, 2018

Answer this

Hi Dick,
Thank you for reaching out to us. We're very sorry to hear about your circumstances and hope your father in law is doing okay. For policy specific questions, it'll be best to contact us directly on 1300 72 88 22. We will then be able to discuss your policy coverage specifically. If you do need to make a claim, you can submit it via our website here: https://www.covermore.com.au/claims. We wish you and your family all the best!
Kind Regards,
Cover-More Travel Insurance

Hi Dick, We were in the same situation as yourselves recently. Our trip was booked for September 2018. My father has become ill, we have decided to resign our jobs and move interstate to care for him(even have letter from my employer stating such action). We booked our holiday thru Flight Centre who helped us retrieve half of our money back from Qantas for our flights. When claiming for the remaining cost of flights, USA flights and USA train costs we ran into a brick wall with Cover More. Their email which I received this afternoon states our claim has been DENIED due to:
Section 3: Amendment Or Cancellation Costs
2. The disinclination of You or any other person to proceed with the Journey or deciding to change plans
Upon reading other complaints on this forum regarding sickness or death within families it is hard to see that they will cover you.
We are going to pursue this further on principal.
Good Luck, Sheree

7/6/18 I have heard that from last night, there are a lot of insurance providers offering full cover for Mt Agung again. Are you one of those companies?

cclol asked on Jun 07, 2018

Answer this

Hi there, thanks for your question! Our advice remains unchanged in that we are still considering this volcanic activity in Bali to be an ongoing and known event, and policies taken out after 2pm on 18/09/17 will not have cover for this event specifically. Any changes to this advice will be updated on our website here: https://www.covermore.com.au/world-events-and-travel-service-provider-claims-advice. Please keep in mind that should you choose to take out a Cover-More policy, cover would still apply as standard for new and unforeseen events, unrelated to this current volcanic activity.
Kind Regards,
Cover-More Travel Insurance

See all 235 questions about Cover-More Travel Insurance