Filter By:

Insurance claim made

Awesome!!!!

5 out of 5, reviewed on Feb 20, 2018

I got 'policy I', with no excess. When i was travelling my phone was stolen, so I got a police report within 24 hours and lodged a claim - worried i wouldn't get much money back. Got an email within 2 days and i will receive the full amount - minus the depreciation. SO pleased with this. Will be using this insurance company again!

Was this review helpful? Yes

Comments
Cover-More Official

Hi there, Thanks for your 5-star review! We're thrilled to know you are very pleased with your Cover-More experience. Sorry to hear your phone was stolen but we're happy to have been able to proces... read more »

Verified Customer

Cover-More travel sim

1 out of 5, reviewed on Feb 15, 2018

We ordered the Cover-More travel sim for our trip. The sim worked fine in our home country but once we reached our destination it stopped working. We contacted Cover-More for assistance who were unable to resolve the problem, they reported that they were escalating the issue and would contact us with the resolution. We never received return correspondence from them. We have since completed our trip and have been home for over a week and have still not received a response. I have since contacted Cover-More again since returning home and have not received any satisfactory responses in relation to this issue.
Complete waste of money and incredibly poor customer service. We instead used a competitors sim which was less expensive and had no issues.
I do not recommend covermore from a customer service and accountability perspective. Very disappointed.

Was this review helpful? Yes

Comments
Cover-More Official

Hi Lauren, Thank you for providing us with your feedback about Global SIM. We appreciate you taking the time to do so as we continuously look to improve our products and services. We're very sorry ... read more »

Stress Free Insurance

5 out of 5, reviewed on Feb 15, 2018

Stress free online experience, simple to book, didn't require claim but would use again. Called them to make sure the information was correct and the quote before purchase process was great.

Was this review helpful? Yes

Comments
Cover-More Official

Hi Rebecca, Thank you so much for your 5-star review! We're thrilled to hear about your positive experience and thank for choosing us as your travel insurer of choice. We hope you have a wonderful ... read more »

Sydney

  • 1 review
  • 3 helpful votes
Private message

Insurance claim made

How can a traveller plan for engine trouble?

1 out of 5, reviewed on Jan 29, 2018

Our flight out of Hayden airport in Colorado should have connected with the Qantas flight out of Los Angeles with 7 hours to spare but the United flight from Hayden had engine trouble and we had to stay overnight in Steamboat Springs meaning we missed our flight, United paid for the hotel. Had to re-book our flights home for the next night with Qantas at considerable cost. My girlfriend's insurance covered her for this resulting in a full refund of the new airfare less the excess, Cover-More didn't. We could have left the day before if the weather forecast was bad but on a beautiful day how can a traveller possibly do anything about aircraft engine failure? Yes it is in the small print. Won't insure with them again.

3 people found this helpful, do you? Yes

Comments
Cover-More Official

Hi Tim, Thanks for taking time out of your day to provide us with your feedback. We appreciate hearing about your experience and are sorry to hear you weren't satisfied. Cover-More encourages all c... read more »

Difficult website ever. Will not accept destination at all.

1 out of 5, reviewed on Jan 28, 2018

I have not got a quote yet as the website will not accept my destinations. Have tried many times. Worse website I have ever dealt with. It's a shame I cannot just phone and get a quote from them. Not happy.

Was this review helpful? Yes

Comments
Cover-More Official

Hi Val, We appreciate your feedback about our website. Sorry to hear you had some issues with getting a quote online! You can enter in the destinations you want cover for by typing them into the qu... read more »

Newcastle

  • 1 review
  • 1 helpful vote
Private message

Insurance claim made

Don't Bother

1 out of 5, reviewed on Jan 24, 2018

I have always taken out Cover more, spent hundreds with this company but the one time something went wrong they refused to cover me. My first flight out of Australia was cancelled, there was an issue with the aircraft and therefore completely out of my hands. I lost days of accommodation, connecting flights and thousands of dollars. I got zero back. This is why we take out travel insurance, in case things like this occur. Never will I use Cover More again, nor will i ever recommend them to future travelers.

1 person found this helpful, do you? Yes

Comments
Cover-More Official

Hi Lauren, We appreciate you sharing your feedback about your experience. It is very important to read the PDS before purchasing travel insurance so you are aware of what is and is not covered. Our... read more »

Brisbane

  • 3 reviews
  • 1 helpful vote
Private message

Verified Customer Insurance claim made

Definitely recommend

5 out of 5, reviewed on Jan 17, 2018

Good value travel insurance that was easy to set up (I did it through the travel agent). The contact centre were very helpful when I spoke to them while overseas and the claims process was clear and easy to complete. Both my claims (delayed travel and medical) were paid out without a fuss - all I needed to do was submit the right documents.

1 person found this helpful, do you? Yes

Comments
Cover-More Official

Hi Emily, Thank you so much for the 5 star review! We're thrilled to hear you weren't left out of pocket as your two claims were processed quickly. We're able to process claims promptly when the ri... read more »

Byron Bay

  • 1 review
  • 2 helpful votes
Private message

Insurance claim made

Never ever use this company for travel insurance

1 out of 5, reviewed on Jan 17, 2018

We used this company for Travel Insurance, and after being stranded (due to cancelled flights) overseas in a remote destination, our insurance claim resulted in a pay out of approx $14.00, for accommodation and meals. Read the fine print customers, as this company is deceiving in policy !!!

2 people found this helpful, do you? Yes

Comments
Cover-More Official

Hi Cathy, We appreciate you taking time out of your day to share this feedback with us. For claimable events, the excess amount must be deducted as this is the first part of a claim we do not pay. ... read more »

  • 1 review
  • 3 helpful votes
Private message

Insurance claim made

not recommended

1 out of 5, reviewed on Jan 09, 2018

I am still waiting for covermore to answer my emails after 3 requests to find out what is happening with my claim....the service is appalling. It's cheaper and much more user friendly to go elsewhere
AVOID COVERMORE
OH and you can't phone them as they are having issues with their phone system....really!!!???

3 people found this helpful, do you? Yes

Comments
Cover-More Official

Hi Maryann,
We appreciate hearing your feedback so thanks for taking the time to provide it. We have sent you a private message requesting some further details so we can investigate.
Kind Regards,
Cover-More Travel Insurance

Bilambil Heights

  • 2 reviews
  • 2 answers
  • 1 helpful vote
Private message

Verified Customer

Cover heart conditions

5 out of 5, reviewed on Jan 05, 2018

I haven’t needed to claim. They also do medical only insurance, so if not worried about loss of items/ cancellation etc this was a good option. Very easy to set up.

1 person found this helpful, do you? Yes

Comments
Cover-More Official

Hi Norma, We very much appreciate your 5 star review! Thank you for letting us know that you found the policy easy to set up and that we were able to cover your existing medical condition. We look ... read more »

  • 2 reviews
  • 1 helpful vote
Private message

Insurance claim made

I've made 2 claims and had no issues

5 out of 5, reviewed on Dec 29, 2017

I've claimed over $200,000 + through Covermore and never had any issues. First claim my ex partner was stuck in a Las Vegas hospital for 2 weeks with Meningitis and the other, I was hiking a volcano and got a rare skin eating bacteria on my legs. I had to spend almost a month in the Phillipines needing around the clock care. I was travelling with my dad at the time, and all his expenses (hotel, phone bills, food etc) paid for and I even had my $15,000 evac plane covered. To top it off, as I wasn't able to walk, my flights with Qantas were upgraded to business, so I could have more leg room. I can't recommend them highly enough. Thanks again :)

1 person found this helpful, do you? Yes

Comments
Cover-More Official

Hi there, Thank you so much for sharing your claims experiences with us! We very much appreciate your 5 star review. It makes us very pleased to know we were able to be there for you and your famil... read more »

  • 7 reviews
  • 3 helpful votes
Private message

Assurance for those "What if's..."

3 out of 5, reviewed on Dec 21, 2017

I paid an extra 100.00 more or less because my son has Autism. Companies will not normally cover this condition. Matter of disclosure not that anything adverse will happen due to his neurology. Resented having to pay this much though. Happy to have the cover for my family but we did not claim. Therein lies the proof of the pudding.

1 person found this helpful, do you? Yes

Comments
Cover-More Official

Hi Korero, Thanks for sharing your experience. We're pleased to have been able to cover your son's autism. We appreciate you providing us with your feedback as we are always looking to improve our ... read more »

  • 1 review
  • 1 helpful vote
Private message

Insurance claim made

Never travel without these guys!!!!

5 out of 5, reviewed on Dec 21, 2017

Great value, and very easy to set up.
Customer support is a breeze, have had to claim injury twice in as many trips overseas and providing supply relevant information, paid claim no questions asked. I even discovered I'd lost an item of luggage once returned which I claimed and also had approved.
Recommend these guys to everyone I speak to regarding travel.

1 person found this helpful, do you? Yes

Comments
Cover-More Official

Hi Russell, Thanks for sharing your claims experiences and for giving us a 5 star review! We love hearing our customers' stories and to know we were able to help. We're very pleased that your claim... read more »

  • 1 review
  • 1 helpful vote
Private message

Insurance claim made

Zurich = diminished customer care

3 out of 5, reviewed on Dec 21, 2017

My partner & I have been Cover-More clients for years and always opt for the annual multi trip policy. We also pay a premium for a pre-existing medical condition. In all our years, we have only ever had one claim - for lost specs as I recall. It was paid promptly, no hassles. Then in September this year we embarked on a 6 week NZ/European holiday. On the flight over to NZ, my partner had a heart attack & ended up in Auckland Hospital where he was treated & released with a stent after 3 days. We flew home a week later not being able to continue our holiday.

We promptly put in our claim and were very thorough in our documentation. We downloaded everything that was required & took the doctor's form to our GP to fill out - which he promptly did. He stated that my partner had no known previous problems whatsoever with his heart. We sent it all off. Then, the delaying tactics started. We were informed, after the 10 business day delay, that we needed to prove that things we had claimed for (i.e. train tickets etc) were non refundable. We had already documented everything that had been refunded such as accomodation. Anyway, we dutifully complied by photocopying the train information from their sites & sent it all off. We waited & then another 2 weeks later they informed us that their medical assessment team needed a report from the doctor before the claim could be considered. What the hell was the doctor's form that we initially sent in all about then?

We waited longer than the 10 business days this time & in the meantime saw the doctor again. We asked about this new report & he said that they had received a request from Cover-More for a history & that Cover-More needed to pay for that report. So we waited yet again while Cover-More came up with the money. The long & the short of it is that after nearly 3 months, they settled the claim. They didn't short change us anywhere but we felt their delaying tactics were uncalled for. They should have instigated the doctor's report immediately or at least when they asked for more info from us initially. They treat each request separately so that they can apply this 10 business day delay for each new review. Another reviewer has mentioned this. Filing a claim & waiting for settlement is frustrating especially after having suffered the distressing situation initially. They are there to try & minimise their payout. I do not believe that they care at all for the customer.

Anyway, once they agreed to pay, the money arrived one day later. I can't fault them that. I believe that since Zurich has taken over the underwriting, the product has diminished. Interestingly, Choice Magazine, in the Dec/Jan. issue, reviewed travel insurance policies sold by travel agents. Choice deemed that if you buy comprehensive travel insurance through Flight Centre for instance, it's arranged by Cover-More & underwritten by Zurich, as are the NRMA & Virgin Australia policies. None of these brands scored high enough to be recommended.

Cover-More used to be good but the bean counters have set out their priorities which, unfortunately, seem to be savings first and customers second. We've since done a check & compared apples with apples. There are less expensive plans out there and they are highly rated. Cover-More doesn't cut it anymore on cost or service. Since our annual policy will be up for renewal in January, we'll be taking our business elsewhere.

1 person found this helpful, do you? Yes

Comments
Cover-More Official

Hi there, Thank you for taking the time to provide us with your very valuable feedback. We're very sorry to hear you have been unsatisfied with your latest claims experience. Claims arising due ... read more »

  • 2 reviews
  • 3 helpful votes
Private message

Insurance claim made

Covermore THE BEST

5 out of 5, reviewed on Dec 12, 2017

Have used Covermore before but this time I made a claim. The payment was in my bank account less than 2 weeks after I made this claim which was due to illness on a cruise ship. Excellent communication provided peace of mind. I would highly recommend and use Covermore for further travel. Thank you.

Was this review helpful? Yes

Comments
Cover-More Official

Hi Rozzie Roz, Thank you for your 5 star review! It makes us very happy to hear about your experience claiming with Cover-More and we're so glad you weren't left out of pocket. We appreciate you ta... read more »

Ormiston

  • 1 review
  • 1 comment
  • 5 helpful votes
Private message

Insurance claim made

Unacceptable Delays

1 out of 5, reviewed on Dec 10, 2017

Today marks five months since I first submitted my claim to Cover-More Insurance. The trip we planned needed to be cancelled because my husband was diagnosed with a heart blockage that required hospitalisation and treatment less than a week before our trip was scheduled. I delayed submitting his claim until all of the documentation asked for by Cover-More was accumulated, thinking that this would expedite the claims process.

Over the past five months, I have been advised that Cover-More Insurance had not received documents that were sent in the original submission. Since the claim was sent in one complete envelope, this could not be true. When I tried to follow up on the status of my claim on the “online portal”, the information listed was commonly inaccurate; for example, it would show that information was being requested when I knew that it had already been sent. When I called the 300 number, I was informed that emails had been sent to me showing the disposition of the case. I never received these emails, even though I was looking for them. It was suggested that my spam filter must have dumped them. Eventually, I asked the customer service person to send me an email while we were on the telephone. The email came through without incident.

Both my husbands primary care physician and his Specialist sent information that was requested, and when I learned that the information had not been “received” by Cover-More, it was suggested to me that there must not have been a proper cover-letter or claim number sent with the FAX (untrue). Each submission, once it was “received” (which translates, of course, to having been acknowledged by Cover-More to have been received) underwent the 10 business day processing time. Only after the initial 10 days for the individual submission had expired would the information be turned over to the “medical evaluators” where another ten business days were required for medical evaluation.

In addition to all of the medical questions, my travel agent who had booked the airline tickets had the same experience; submitting information and much later being told that the information had not been received. Cover-More also only processes one issue at a time, to that the ten day period must elapse for airline tickets, bank statements, etc. before going on to the next category. Today, I was told that the complete medical records for my husband, which were asked for only after his doctor’s statements, his specialist statements, and the receipt for his hospitalization were received had now passed through the initial screening (of what, I don’t know) and had been passed on to the “medical evaluators”. I did not receive an adequate explanation as to what the initial screening might entail if it was not medical in nature.

The nice man with whom I spoke today said that another 10 working days would be required for the current process, and that he could not assure me that there would not be additional information needed at the end of that time. Because this claim is rather large, I assume that the hoops we have to jump through are more than usual, but this process has been upsetting and infuriating.

5 people found this helpful, do you? Yes

Comments
Cover-More Official

Hi Diane, Thank you for taking the time to provide us with your valuable feedback. We are very sorry to hear you have had this experience when claiming. This is something we would like to investiga... read more »

The majority of my claim was settled within a couple of days following my complaint, though the airline ticket remainders are still outstanding. Unfortunately, though I did advise the people I tal... read more »

Lemon Tree Passage

  • 2 reviews
  • 1 comment
  • 3 helpful votes
Private message

Disgusting. Discriminate on age basis.

1 out of 5, reviewed on Dec 05, 2017

Will not sell multi-trip cover to persons over the age of 75. Their agents, NRMA, apologised profusely but said there is nothing they can do about this. Go to Australian Seniors Insurance. They do cover people of this age and over.

3 people found this helpful, do you? Yes

Comments
Cover-More Official

Hi there, Thanks for providing us with your feedback. We're sorry to hear you feel this way and we appreciate you getting in touch to let us know. We are able to offer Single Trip policies for trav... read more »

Thanks for the reply. That lifts you up to two stars.

  • 1 review
  • 3 helpful votes
Private message

Insurance claim made

Go elsewhere

1 out of 5, reviewed on Nov 30, 2017

Made a claim on a mobile as it was stolen overseas. Only got $500 for a new iphone 7 I had for 2 months. I can’t even buy a new phone for this amount. What’s the point of buying insurance if you can’t even replace your device. Unhappy customer.

3 people found this helpful, do you? Yes

Comments
Cover-More Official

Hi Jetty, Thank you for your feedback. We're sorry to hear your mobile phone was stolen while on your trip overseas! Some of our premium international policies have luggage item limits up to $500 f... read more »

BRISBANE

  • 14 reviews
  • 2 comments
  • 10 helpful votes
Private message

Insurance claim made

Wonderful service

5 out of 5, reviewed on Nov 28, 2017

I put in a claim for damage to a ring, quote was $240.00. It was approved without question, then when I went back for the repair to be made, the jeweler told me it would cost more. I rang Covemore to explain and asked if the claim could be re-opened for a higher amount. It was accepted, and the claim for the higher amount was accepted by Covermore.(Didn't go back to the first jeweller) I am very impressed.I have dealt with Covermore quite a bit and unlike other reviewers have never found the staff on the phone to be anything but polite and helpful.

1 person found this helpful, do you? Yes

Comments
Cover-More Official

Hi there, Thanks for your 5 star review! We're thrilled to hear you were very happy with your experience using Cover-More and that you were able to have your ring fixed. We look forward to protecti... read more »

Melbourne

  • 2 reviews
  • 2 helpful votes
Private message

Insurance claim made

very poor, do not trust

1 out of 5, reviewed on Nov 28, 2017

very dissatisfied with covermore.
found myself in a very tricky situation in Madagascar during plague outbreak in October. Covermore will not cover the subsequent expenses involved in making own way back to Australia nor did they provide any support in decision to do so. They also appear to be avoiding my claim for loss of camera equipment stolen in transit

2 people found this helpful, do you? Yes

Comments
Cover-More Official

Hi Colin, Thank you for providing us with your feedback. We're sorry to hear you are dissatisfied with your experience and this is something we would like to investigate for you. We have sent you a... read more »

1 of 94 pages


Questions & Answers

I have taken Travel Insurance for a cruise to Tasmania next Tuesday 13/2. This was taken out through the Travel Agent & I have had to ask for proof that I actually have cover. I have been given a Policy Number but nothing to say what I am covered for. I would appreciate a copy of the Policy.

Lynne asked on Feb 10, 2018

Answer this

Hi Lynne,
It's great to hear you've got your travel insurance sorted for your upcoming trip! Please give us a call on 1300 72 88 22 about this.
Kind Regards, Cover-More Travel Insurance

Can you pleaseDvise how you determine what is a "disabling injury, sickness or disease". Is it related to the length of time one is ill, the severity of the illness, hospital admission or what? Disabling is a very ambiguous term ch needs clarification before I can consider your policy.

Bluebell asked on Jan 25, 2018

Answer this

Hi there,
We appreciate you reaching out to ask us your question. Our PDS states that a disabling injury, sickness or disease means "a disabling injury, sickness or disease which first shows itself during the Period Of Insurance and which requires immediate treatment by a qualified medical practitioner or dentist." Travel insurance is designed to protect you from the unexpected, so it does not cover things like routine medical check-ups or appointments etc. Our policies can include coverage for some existing medical conditions, but a medical assessment must be completed to determine if coverage is available - this can be done online during the quote process or by calling us. We hope this has provided clarity, however feel free to contact us directly on 1300 72 88 22 with further questions.
Kind Regards,
Cover-More Travel Insurance

Thankyou, but this does not define what the word "disabling" means. That is the issue which needs clarification and after my experience with another company who refused to assist my solo travelling son when he came down with glandular fever, I am now trying to work out what the terms and conditions actually refer to and mean, The word disabling can be interpreted in many ways, from temporary pain to permanent affliction. Your answer isn't really helpful.

I have an elderly mother 92 years old in a nursing home if she becomes ill before we go are we covered to cancel our trip. Also if she was to pass away are we covered to come back home?

royboy asked on Jan 15, 2018

Answer this

You need to check your cover with Insurance company

Hi there,
Thanks for taking the time to ask your question. For policy specific questions, it's always best to get in touch with us directly on 1300 72 88 22 to discuss.
Generally speaking though, we can only consider claims by you arising from the health or death of relative who live in Australia, if that person did not reside in a nursing home or require similar home care assistance. They also must not have 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. We'd strongly recommend you read the PDS available on our website so you are aware of the terms of coverage.
Kind Regards,
Cover-More Travel Insurance

See all 225 questions about Cover-More Travel Insurance