1Cover Travel Insurance Questions & Answers

Hi Marie B. I am in the same position you are in. I am more frustrated that this company will not acknowledge any correspondence whether via phone, email or their message service. As you can read on this site many other travelers like us in the same position. Maybe time to add to the complaints on the afca website like others have been saying to. https://www.afca.org.au/make-a-complaint/complain.

Marie, they are now offering vouchers for 18 months credit or a major portion premium refund, or at least that was my experience after complaining to Dept Of fair trading, i did not claim on the policy as i knew i would have no chance of any refund of premium if i did and it was obvious they were not paying anything in relation to corona virus, i would contact ACCC.

I am waiting to hear from 1cover re my cancelled flight to Europe including a European river cruise.. I have not been notified of any offered vouchers or possible refund. This is frustrating. Surely, there has been time for the company to decide and communicate a policy to address the concerns of its clients. John.

I’m a customer that left the review

Hi Peter did you have any success in contacting 1Cover and if so what assistance did you get?? I have been trying various ways to contact them but to no avail.

Asked the same question myself three weeks ago - no risk to the company because we can't even leave the house for a trip to a country whose borders are closed anyway. But have heard nothing other than I'm in a queue and they will contact me in turn. Very poor customer service.

I’m still awaiting a response from them on this matter. I want to defer the policy but I don’t know if I can also. Still wanting answers. Technically they say 14 days to cancel. But don’t know if that is from payment or advising the,. Sorry unable to give any further information

It is imperative that we find out where we stand. Please continue to pursue this matter.. We had no reason to cancel the policy 14 days after purchase and of course we have no option about travelling now or in the foreseeable future. surely at this time the company has to either refund payment or offer to defer the policy,
I look forward to a response when you have the information.
Thank you.

Please continue to request a reply. We should not have to pay for a service not received even if the pandemic is cited for a reason. We would accept a credit or deferment of insurance cover to a time when it would be safe for us to travel Thank you.

https://www.afca.org.au/make-a-complaint/complain.
use the link above to make a formal complaint. Make sure you include your inability to contact them on the phone and your useless computer generated standard emails. They are VERY interested in this case. Please take the time to bring these people to justice.

https://www.afca.org.au/make-a-complaint/complain.
use the link above to make a formal complaint. Make sure you include your inability to contact them on the phone and your useless computer generated standard emails. They are VERY interested in this case. Please take the time to bring these people to justice.

Yes spot on I did just that and straight away was offered a "credit" why couldn't they have done that weeks ago ?
but long term past customers wont forget this....................

Yes I think that's could be against the law

Just made my complaint with AFCA Australian Financial Complaints Authority. Join those seeking redress. https://www.afca.org.au/make-a-complaint/complain.
use the link above to make a formal complaint. Make sure you include your inability to contact them on the phone and your useless computer generated standard emails. They are VERY interested in this case. Please take the time to bring these people to justice.

Suggest you look at 1Cover feed on Facebook. Lots of consumer posts on this topic - some satisfied, more unhappy at slow response from the company.

My issue, exactly. On the 1Cover site, they say you can cancel and get a full refund of your premium if you contact them before the start of your trip. Tried this but no answer.

Just made my complaint with AFCA Australian Financial Complaints Authority. Join those seeking redress. https://www.afca.org.au/make-a-complaint/complain.
use the link above to make a formal complaint. Make sure you include your inability to contact them on the phone and your useless computer generated standard emails. They are VERY interested in this case. Please take the time to bring these people to justice.

Lots of us trying to get them to respond but they’re staying silent. ACCC needs to take action!

Yes I need to speak to someone about my policy and no one is answering me but phone or messages

I don't get it. The time is up for telling us you are still rescuing travellers. If they are going to have any future business they need to reach out to all of us. I personally know of other insurers giving full refunds. I helped my father in law with his. I will be going with them next time.

No they won't cover either the trip cancellation or health costs for Covid19. We bought ours in Oct 19 and are not covered. We have however found we are covered with the insurance with ANZ Platinum and Black credit cards - if you paid with that you should give them a call.

Do we get a refund on our policy that we couldn’t use

MESSAGE TO PRODUCT REVIEW.
Please, stop sending these enquiries to ME.
I do NOT work for 1 Cover - I am simply a customer/client of theirs who dared write a review as a Product Review contributor.
Thank you!
(Apologies, Liz - as you will see, I can’t help you!)

Product Review - PLEASE NOTE!! I do not work for 1Cover. Sorry Caro, I can’t help you.

Thank you.

I would contact them. We had to change our destination on a previous trip and they very happily changed our policy but could be very different with this being a pandemic. If you read their fine fine print they do not cover pandemics

They will not but you can try

But it is classified officially as a pandemic.
Logically the only contact should be to the company directly to get the official company stance regarding YOUR policy rather than ask via a review site.

No cover for coronavirus as we found out, 1Cover are a rip off, good luck getting any help from them

"Lisa Kable, communications manager for the Insurance Council of Australia, told Guardian Australia in February that after Dfat made its announcement on 23 January about the risk of travel in relation to coronavirus it became a “known event” for insurers.

“If people are travelling and bought their travel insurance before it became a known event the majority of travel insurance policies should cover people if they contract coronavirus overseas, or if their trips have to be moved around countries or places.”
https://www.theguardian.com/world/2020/mar/10/how-will-the-coronavirus-affect-my-travel-plans-advice-for-australians

1Cover specifically excludes it, regardless of when you bought your insurance. We found this out after we were already overseas and the outbreak started. Disappointing considering most companies cover it and so much for "comprehensive"

Thanks

From what I’ve been informed and as per their pds anything associated with illness or cancellation from Coronavirus is not covered

Hi 1Cover, Can you please direct me to the source where the Coronavirus is deemed a pandemic? The companies that 1Cover refers their customers too (who and smart traveller) Have not yet classifed the Coronavirus as a pandemic... How can claims not be eligible when the criteria is not met?

You are not covered by 1Cover for any Coronavirus related event. This includes cancellation and medical. Or any lockdown costs. They have exclusions for it in their policy. Their insurance is fairly worthless.

Thanks RogetDodger.. yep pretty useless and I've been using them for years... Will go back to TID in future they are moving this virus if policy taken out b4 30th January. .. Happy healthy travels

Australian Seniors gave full refunds for my father in law. I should have gone with them too.