Cover-More Travel Insurance Reviews 224

Every claim was paid in full without any hassles!
Strongly recommend Covermore, their service was impeccable.
They followed up and made the claim process easy.
Cannot praise Covermore enough!!!

Submitting my claim was simple, the form was easy to follow. Cover more kept me in touch with the progress of my claim and when it was approved, the excess was minimal.

Do not use Cover-More!
Started Claim in August - still not resolved in November
Online Claim is painful to use.
Each time you reply to their request for documentation you get an automated email that states 10 working days to process claims.
After repeated phone calls asking for a supervisor to phone me I got a letter from their internal disputes department advising me I had to supply more information (which was done same day) - following up on that complaint by phone I get told there is no supervisors that can call.
I get the same internal dispute letter again - same reference but no request for further information.
After waiting 15 working day I ring again - and told that internal disputes take 30 working days.

Update 21/11/2024 - You can see that Carol has asked for Information - but I cannot directly reply to her post.
Dear Carol - look up my name on your current claims
You should find multiple Customer Service emails and at least 2 In Dispute Emails..

Update 21/11/2024 3pm after replying to Trust Pilot who requested information on behalf of Cover-More there is now another post from Cover-More.
I am amazed how quick they reply outside of their normal customer service/complaints team... The power of social media is evident.

Update 22/11/2024 3pm
Received a call from Barry T. of the Customer complaints team who asked a couple more questions (mainly ones I have answered in writing before).
At the conclusion - Barry committed to paying the claim (less a very reasonable $100 Excess), acknowledging Cover-More could have processed in a more timely manner, and apologised.

Update 22/11/2024 4.15pm
Email received with an apology and a commitment to pay in 3-5 working days.
Consequently I have changed my review from one to two stars. I may go higher pending the prompt receipt of payment

Update 28/11/2024 1100
Email received saying they have made payment and that I should see the money in my account in 3 working days

Update 29/11/2024 0800
Payment received into Bank overnight.

Became ill and semi disabled in Indonesia. Insured by Cover-More through my CBA MasterCard.
Basically they provided little to no assistance, guidance or support necessitating us canceling our long sought vacation and organizing our own return to Australia for treatment.
We ended up not claiming as contacting Cover-More is challenging, and attempting to claim would probably just added to our stress and be an excercise in futility. We did however formally complain to CBA

Easy and quick claims decision! We had our flight cancelled and had to stay overnight. The airline didn’t cover our hotel expenses so we submitted a claim to Cover More. A week later we had a reply and an outcome. No issues at all. Very simple and efficient. Thank you!

Dealing with Cover-More has been simple and intuitive. From the application process to the claim process, the web interface has been clear, concise and efficient. The company has been true to its undertakings and my claim was processed and approved in a matter of weeks.

If you value a service that can actually help and support you, do not use this company. You have been warned.

When I fell ill overseas (flu)and missed a few pre booked accomadations, I tried to claim on the app as they advertise that they support people overseas while they are travelling. ***They do not do this*** every claim must have a AUSTRALIAN GP wrote a letter confirming that you have no prior medical conditions. So you will have to wait until you are home.

The pds is written like legislation, it's impossible to understand and when you ask for clarity they arrogantly tell you to read the PDS better.

Choosing covermore to support me in my time of need has caused severe distress and tainted my dream holiday I saved my whole life for. They could not care less. Email or phone they are cold and couldn't care less.

I will have to take the loss, both on my impacted travel as well as how expensive the insura ce was that i may as well have never tabken. If you are someone who seriously values immediate overseas support, avoid this awful wrought company like the plague.

This was our first travel insurance claim after many years of travel and we were very pleasantly surprised. Not only were the paramedic and case manager very helpful providing advice and a suitable hospital to attend they followed up to ensure we had received the required treatment and whether we required further assistance. We didn't feel like we were 'just another number'.
Fortunately our travel plans weren't further impacted and we successfully completed our trip.
Apart from a couple of ambiguous questions on the claim form, quickly resolved with a phone call, the claims process was simple and quickly assessed and paid.
Very positive experience and easy to recommend CBA/Covermore.

I spoke with Dayna, and she was amazing. Due to my wife's sickness, we had to cancel our holiday.. Covermore was quick to refund and easy to deal with.
Thanks again
Guenter

From the time I took out the Insurance Policy through to completion of the claim, I always found the employees I spoke to were knowledgeable, very helpful and approachable, to the extent I have taken out a further travel insurance policy with them.

Made a couple of claims following a recent trip, and both were handled quickly and super-efficiently.

Excellent service and CoverMore will be my ‘go to’ travel insurer going forward.

Very straightforward and satisfactory response to a claim relating to travel interruption due to severe weather. Easy to deal with and professional.

Following an injury that required hospitalisation, Covermore medical team instructed me to book a Premium Economy flight to return home. We paid the considerable amount on our credit card. They confirmed the reimbursement amount that we were entitled to via email.
The Claims Officer Kathryn handling our case wrongly categorised our claim which initially held up our reimbursement. We then had to lodge a dispute through the system.
The Claims Officer Kathryn subsequently apologized via email and rectified the claim category but then forgot to process the payment. This required yet another phone call from us the next week to follow up why we still hadn't received it. We were assured that the payment had been escalated which meant payment would reach our bank account in 3 -5 Business days. It did not.
We have had to make numerous phone calls and emails since. You only get to speak to a call centre in the Philippines and it is impossible to speak with a Claims Officer, Claims Department, or Head Office in Sydney for accurate information. The same Claims Officer Kathryn finally rang me yesterday profusely apologetic and assured that the payment would be in our bank account within 24 hours. She assured me that she would personally oversee that it happens and that she would send me an email to follow up. I have received no email and still no reimbursement.
We are now 32 business days (over 6 weeks) since we lodged our claim and still no sign of any money.
We strongly recommend AVOIDING Covermore as a travel insurer. The service is appalling, the information is misleading, and the communication is frustrating to the max. Most importantly, you'll be waiting a long time for the reimbursement that you are owed, so we hope you don't have a large amount on your credit card accruing interest while you're waiting for Covermore to honour the insurance that you paid for. We took out INTERNATIONAL PREMIUM by the way. What a joke!

So as an update, suddenly within two hours of lodging a formal complaint online by 5pm (ACST) today with the Australian Financial Complaints Authority against Zurich Australian insurance Ltd. who underwrite Covermore, the money is mysteriously in our bank.
AFCA informed me that they had already sent the details of the complaint to Zurich & asked them to respond by a certain date. And Boom! There's the money in our account just after 7pm. Anyone who has difficulty getting their money from Covermore, do lodge a formal complaint with AFCA. This is an official and effective pathway to get the money that's rightfully owed to you without the continual delay tactics.

UPDATE: And as a response to Carol from Covermore’s response below, we were told at least 4 times that our claim had been “Escalated”. And nothing happened and we still had to wait. Your “Escalation Team” couldn’t work any slower if it tried. “Escalation” meant anything but, in our experience. The matter was only resolved, not due to your “Escalation Team”, but because the Australian Financial Complaints Authority (AFCA) contacted you and only then did Covermore transfer the money we were owed within a couple of hours. Strange, that……

STAY AWAY!!! Absolutely heartless pathetic company.
Total rip off. Had my claim denied to refund flights, 2 months I’ve been waiting with mess around. All that to be denied ! I have just found out about medical issues and my child is suicidal but they give no crap. Horrible pathetic company. Scammers praying on people who’s trying to do the right thing by having insurance.

What an absolute disaster of a travel insurance company. PEOPLE DONT USE THEM!!
Firstly if you try and directly use their website to lodge a claim it doesn't save it. This claim of mine has been ongoing for 2 months. No one contacts you to give you an update, and when you call them they have no clue. They keep going in circles!!! disgusting service rude Team members too Her name is Alona

I made a claim almost two months ago and still haven’t received it. I’ve just been resent the same emails. I got sent an email saying that my payment has been deposited into my account but still have nothing after 2 weeks even though i was told it would be in my account in 3 days. Shocking

My husband and I recently used Covermore and we had a great experience. We lost some documents whilst traveling which was really stressful but the team couldn’t have been more helpful. Everything got sorted for us so quickly and made what could have been a difficult experience so stress free.
Thank you Covermore, we will use you again.

The worst of the worst. My wife was injured in an accident in Asia and they were of no help in finding medical assistance. It took them 24 hours to get back to us while on holiday a number of times
We arrived in Seoul the nearest major city (of 12 million) and they had no contacts there so they recommended we travel 45 minutes in a train to get to a hospital that a couple of their patients had been to. We ended up walking down the road to a major hospital 300 metres from our hotel.
When we got back to Australia and put in our claim there so called 10 days to assess a claim is really 10 days delay every time you talk or correspond with them, So 2 months later we are still waiting to get paid $4000 in costs and numerous correspondence and 2 calls to the call center gets you know were.

We have travelled with covermore for over 20 years and had over 50+ trips so no thanks for being a loyal customer.

When you travel you expect the insurer to have medical support world wide if you get into trouble , with Cover More you are on your own.

I am absolutely appalled by the lack of support I received from Cover-More during my recent trip to India. Despite facing serious personal safety concerns—including having my passport and phone taken to a basement of an airport without any support, being sexually harassed in the streets, and witnessing public masturbation by men—Cover-More offered me no assistance whatsoever.

My mental health deteriorated rapidly under these conditions, yet I was told it was not medically necessary for me to leave. The company showed a complete disregard for the holistic nature of my well-being, focusing only on physical injuries. If I had broken a leg or, worse, come home in a body bag, my claim might have been approved without question. However, when it came to mental trauma and personal safety, I was left to fend for myself, having to make emergency flights on my own with no support.

Comprehensive insurance with Cover-More does not cover your personal safety. After over 10 years of using their services, I am utterly disgusted by this experience and will no longer be using them.

Please avoid at all costs.

Still have not heard back from Cover-more.....even though they answered this review. Cannot believe this!! have used Covermore many times...asked for a quote couple of weeks ago, but due to storms emails not through properly...quote was $1800....rang today to redo and quote is $8000!!!