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Comprehensive, Domestic, Already Overseas, etc...Reviewer Photos & Videos
totally upsetGippsland, VIC
- 2 reviews
Lock of compassion
Just wanted to advise people that even though you pay for travel insurance as everyone has been told that you will not be compensated for monies lost during COVID-19. Before we cancelled we were going to change our travel dates but when I contacted 1Cover they said that they would refund the cost of the policy as they are not insuring anyone going to China. We opted for a refund but when the travel agent was not going to refund us Consumer Affairs advised to claim on travel insurance which I did. As 1Cover rejected our claim we thought thats...Read more
okay at least we get the money we purchased the policy back as it was in a previous email. WRONG - they are now saying that because we made a claim they wont refund. Never did anyone tell us that this would happen otherwise we would never have submitted a claim - this is totally wrong and taking advantage of people that don't understand it when it was Consumer Affairs who advised us to claim. Where is the empathy towards people that are losing a lot of money that like us can not afford to do so but have wasted our time and hard earned money on. I would advise anyone that are considering using this company to carefully make sure you fully understand - mind you they never answer the phones to you and take days and days to reply. where is the law that states you must refund for services that you are unable to provide - this is Australian Consumer Law - are 1Cover above the law in this country. Totally unacceptable customer service.1 comment
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PedroSouth East Queensland, QLD
- Comprehensive Travel Insurance
- Verified customer
Do not rely on them! They just want your money!
I thought my travel was going ahead and it won't be affected, so, I bought the premium insurance (around $700), however, 10 days later I found my flights were cancelled, so I decided to cancel my travel insurance as Why should I pay if I can't even use it?! So I tried to call them many times to cancel it, spent over 1h waiting on the phone for many times and none has ever replied to me. After sending many emails, and 12 days later, now they reply to me saying I have no right to get a refund due to being after the 14 days cooling-off period?!
G...Read more
uess what? I did ask to cancel before the 14days, but NONE has ever replied me?! Now I have no money to pay even for my food/rent and now they want me to not get a refund? It most be a joke! Do not rely on them, they just want you money!2 comments
Just to let you all know, they have reviewed my policy and I will get a full refund as mentioned in the last email I had with them.
Customer Service R.1Cover
Hi Pedro, thank you for your patience and for updating your review. Regards, Doug.
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Better than nothing
I travel a lot and I've been using this company all the time, even recommending it to my friends. Recently I bought 2 travel insurances from them for my cruising on March7-March 18(Voyager) and another one for my trip in Phils on March 21. As soon as I came back from cruising, with the corona virus situation, I rang them up to cancel the policy and asked for a premium refund for my upcoming travel, since my flight has been cancelled already. A customer service staff got my name, number and my request and told me someone will get in contact wi...Read more
th me. I waited for days but no call from them, so I went online and message them, got an automated reply/email confirming receipt and again someone will contact me. They finally contacted me through email and since they can't give me a refund, they offered me an insurance credit(amended policy) to be used on a later date. As I know I will be travelling again in the near future(brother is ill) once this pandemic is over, and not to add anymore stress that I don't need, I settled for the credit.1 comment
Customer Service R.1Cover
Hi Marita. Sorry for the delay in getting back to you and thank you for taking the time to leave a review. Regards, Doug.
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Dave ThomsonPerth, WA
- 18 reviews
When do we get our money back???
We were told to email support which we did and guess what no one's answering I wonder are you guys even aware the damage your causing your own company by not refunding what is not your's to keep???
yes you can cite rule 47 section 3 paragraph 4 but morally ethically and not to mention common sense why are you dodging the issue ? guys be aware if you dont do the right thing here you'll find a class act is just around the corner so come on DO the right thing before you lose even more custom, over to you 1 cover...
1 comment
Customer Service R.1Cover
Hi Dave, sorry for the delay in responding to your message. We've been doing our best to get through a huge backlog of customer enquiries. If you have emailed us, we will respond to you. Thanks for your patience. Regards,
Doug.
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MarkRichmond-Tweed, NSW
- 6 reviews
- 2 likes
Consumer law
Dear 1 cover, Australian consumer law stipulates that companies must not accept payment for services if there are reasonable grounds for believing they will not be able to supply those services . As government has banned departures and airlines have canceled flights you are unable to provide a travel insurance service . Best you refund all those policies that haven’t and won’t be leaving the ground . You could have offered credits earlier and most would have taken it but now people can lawfully demand a refund and unfortunately your reputation is in tatters. You had plenty of opportunity to do the right thing by customer’s, especially those that were loyal . I guess greed reared it’s head in the boardroom, a brain fart never smells good.
1 comment
Customer Service R.1Cover
Hi Mark, we've been working with our customers on a case-by-case basis to assess their specific circumstances. If you have not emailed the team, please do so via [email protected] so that they can as... Read more
sess your situation. If you have emailed us, thank you for your patience as we continue working through the backlog of requests. Regards, Doug.Similar opinion? Write a review on ieatwords.com.au!
Bev
- 2 reviews
Do not use this company
We booked travel insurance for our USA/Canada trip beginning 28 May but of course had to cancel due to the coronavirus. Have sent five emails requesting cancellation and return of major portion of funds, but haven't received a reply. This despite using them for our last ten trips and not submitting a single claim. Makes us suspicious now that had we claimed in the past we wouldn't have received any sort of response. Will not be using them in the future that is for certain.
1 comment
Customer Service R.1Cover
Hello Bev,
We have been inundated with emails and our consultants are currently working through the requests. There will be delays in responding to your query but we will aim to get to it as soon as we can. Regards, Sophie
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Ihave l.
- 4 reviews
- 2 likes
- Comprehensive Travel Insurance
- Verified customer
Other travel insurance companies are giving full refunds
My wife and I and my father in law have been booked to travel Asia in May. My father in law booked with Australian Seniors Travel Insurance and got a full refund of his $403 no questions asked. We (my wife and I) took out travel insurance with 1Cover. Can't even get in contact with them. Nothing answered. How can you take all that extra money for my wife for her conditions and not give any of it back seeing she will never get off the ground. Vote with your feet folks - they are underwritten by Lloyds. I wonder who gets to pocket the money? Lloyds or 1cover. Remember both names for the future folks.
2 comments
Customer Service R.1Cover
Hello Ihave I,
Appreciate your disappointment that we don't cover epidemics, pandemics or outbreaks in relation to your purchase date, These are unprecedented times in the world and we hope to work wi... Read more
My holiday hasn't begun - you covered me for nothing! That's stealing. If I cancel my car insurance today I get a pro rate refund for what's left. What risk did you take? None. No service then gi... Read more
ve back the money. My holiday is in May. It's not begun!!!! It will never begin. What did you do with the money. Other companies who don't cover pandemics either are doing the right thing. Good luck for your survival lolSimilar opinion? Write a review on ieatwords.com.au!
P CampbellRichmond-Tweed, NSW
No response to emails
After following a recommendation by Choice, we booked travel insurance with 1Cover back on October 4, to cover our long-planned for 7-week trip to Europe and Vietnam beginning April 14, now cancelled of course. They have not responded to my emails - different story taking my money. Other companies are stepping up in these desperate times. The Insurance Australia Group "will refund travel insurance premiums for holidays that have been cancelled or cut short" as a result of the corona-virus pandemic (includes NRMA, CGU and SGIO). Other big insur...Read more
ers, including Suncorp, QBE and Allianz, are working on support measures for customers as well, and customers who have not gone on their trip "will get a full refunds of premiums". We are pensioners up against a Lloyds-backed company, who are profiteering from this health crisis - one example of a company seemingly feeding off the world's misery.2 comments
Customer Service R.1Cover
Hello P Campbell.
We sincerely apologise for the delays, frustration and inconvenience that this is causing you. There will be delays in responding to your query. Consultants are currently working on ... Read more
The world has closed down, and the government has even isolated us in our homes. I can't understand why we can't cancel our insurance (as stated on your site) and receive a full refund. We can't go, t... Read more
herefore there is no risk to your company. We're already hit with major cancellation costs, yet your company takes our money to cover a trip we cannot take.Similar opinion? Write a review on ieatwords.com.au!
CarmenGreater Melbourne (Metropolitan), VIC
- 2 reviews
- Travel Insurance
- Verified customer
Not good cover
Yes easy to set up, not a good cover. I took out my policy before the out break and was told not cover. But my friends were covered with different companies.
1 comment
Customer Service R.1Cover
Hi Carmen,
I understand your disappointment in regards to coverage of epidemics and pandemics. These are certainly unprecedented times on how this is effecting the world. Keeping an open dialogue with... Read more
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TraceyGreater Melbourne (Metropolitan), VIC
Do not buy insurance through these people
I bought full comprehensive insurance for my Mum through your company. I can’t believe the lack of customer service. As soon as the Coronavirus had come out rather than have some compassion like all the other Airlines, hotels, cruise lines and other insurance companies have offered their customers. Your stance was we have a clause in our contract that stipulates we don’t cover pandemics!! A little news for you not do any of the other companies but they are showing why they will still be in business after all this settles. I feel like I need to warn everyone not to use your service because you won’t be Round!
2 comments
Customer Service R.1Cover
Hi Tracey,
Appreciate your disappointment that we don't cover epidemics, pandemics or outbreaks in relation to your purchase date, These are unprecedented times in the world and we hope to work with o... Read more
I am not sure why you have stipulated purchase date on your response?? The cover was taken out on the 11 October 2022. Just another way you are trying to cover up the way you do business with your customers!!
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Mark S
- 4 reviews
Thieves
Took out a policy for UK and Europe in December, of course they have a pandemic disclaimer and many thousands out of pocket, the thieves will not refund my premium, i cannot fly, i cannot travel to the countries i was going to due to govt travel restrictions yet these thieves won't refund my premium, they are insuring you for nothing if you can't travel, i was urged by email to make a claim despite having no chance of any refund due to the pandemic so they could swallow my premium. The decent thing to do would be to refund people's premium as they have no risk if you can't travel but of course these grubs won't hear of that.
3 comments
Customer Service R.1Cover
Hi Mark S,
Appreciate your disappointment. If you have not emailed the team in regards to your request, I suggest that you do so [email protected] to see if they can assist in any other way. Consulta... Read more
Not sure why we have to chase premiums for travel that is not going to eventuate Sophie, reputable insurance companies like IAG have paid out on corona until a certain date and are refunding premiums ... Read more
for those who now are unable due to a Govt travel ban and cancelled flights, 1Cover urged me to make a claim to validate the premium despite there being no chance of any compensation further adding to 1cover's disgusting behaviour.I have contacted Dept of Fair Trading, you are a disgrace.Customer Service R.1Cover
Hi Mark S,
I understand the process that you need to take and apologies that I can't assist any further. Regards, Sophie
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PeterGreater Melbourne (Metropolitan), VIC
- 2 reviews
- 1 like
1Cover Are Scammers - Beware Of Their Fake Posts
1 Rip Off Cover as I like to call them does not refund your money when cancelling online. You only get a refund if cancel within 14 days taking out the policy. If you cancel online you’ll not be refunded. They are trying to trick people, so beware with FAKE POSTS.
I’ve tried on so many occasions to contact them as so many other people without luck and they don’t respond to messages via their contact form.
I will not rest until I get a full refund for a policy that was taken in Dec 2022 and can’t be used, due to border closures and cancelled trip without making a claim.
1 comment
Customer Service R.1Cover
Hello Peter,
I acknowledge that you have tried to contact the team and we apologise for the delay in responding. Consultants are currently working through the email requests and will respond to you as soon as possible. Regards, Sophie
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Bad customer service.
Took out a policy prior to pandemic being declared, but knew that they would not cover pandemics. Our trip was cancelled and I have been trying to get in touch with them to get a refund for my policy. Given that I am NOT MAKING ANY CLAIM, and cannot even use the insurance I believe I should get a full refund. According to the ACCC this morning companies are obliged to refund your policy amount. I have emailed 1Cover and asked for the refund, but no reply. I will be going down the road of contacting the ACCC now.
Thanks for nothing - at all.
Linda.
1 comment
Customer Service R.1Cover
Hi Linda,
I regret that we provided you with bad service and a poor customer experience, it is the exact opposite of what we pride ourselves on. We value our customers and understand how important it ... Read more
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RJMcGraySydney, NSW
Very happy with 1cover service
We had to cancel our policy due to the restrictions on travel. We cancelled online and received a refund within a couple of days, so easy and no need to wait on the phone for hours. When we can travel again we will definitely be getting our policy through 1cover.
1 comment
Customer Service R.1Cover
Hello RJMcGray,
I’m glad to hear that you found our service easy to use. We look forward to serving you again in the future.
Thank you for choosing 1Cover and for taking the time to leave us a review, we really appreciate it. Regards, Sophie
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KateSydney, NSW
Pointless
Booked in November for March travel pre-pandemic. Does not cover for pandemics. At all. Not just cancelling bookings but won’t cover you if you get sick. Even if you booked before it became a known event. Pointless policy. A number of other insurers are reasonable enough to provide cover if purchased prior to the event, despite what the 1cover rep will respond here. Will never use again and be sure to tell anyone who’ll listen about this poor customer care.
1 comment
Customer Service R.1Cover
Hi Kate,
Appreciate your disappointment that we don't cover epidemics, pandemics or outbreaks in relation to your purchase date, These are unprecedented times in the world and we hope to work with our... Read more
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DON’T USE THIS INSURANCE COMPANY
These people are crooks - they steal people’s money! They don’t care about their customers! They should be called NO COVER! Their PDS states they will not cover you for any epidemic or pandemic! Their costumer service is absolute crap. I will not use them ever again!
1 comment
Customer Service R.1Cover
Hello Katherine,
I'm so sorry that we disappointed you with our service, We are continually trying to improve our methods to provide the best possible service for our customers. We truly appreciate yo... Read more
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DocDarling Downs, QLD
- Comprehensive Travel Insurance
- Verified customer
Useless Insurance Buyers Beware
Buyers beware. 1cover WILL NOT COVER YOU for epidemics/pandemics. I purchased comprehensive insurance in October 2022 for an April 2020 USA trip. Useless insurance that won’t pay for anything related to coronavirus. Not even illness. Same goes if you get influenza during flu season. DO NOT BUY.
2 comments
Customer Service R.1Cover
Hello Doc,
Appreciate your disappointment regarding our general exclusions. We hope to work with our customers and suggest that you email [email protected] to see if we can assist further with your policy. Regards, Sophie
You have been reported to the ACCC.
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TumbleweedAustralian Capital Territory
- 9 reviews
- Comprehensive Travel Insurance
- Verified customer
1 Cover travel NON insurance
We have bought many policies with this lot after a poor experience with another lot - this lot is also a bunch of crooks. We understand that pandemics are not included BUT would have expected that ALL medical would be covered no matter the cause - the fact that it isn't shows the moral vacancy of these companies - you are insured as long as nothing happens. Like many others we will never insure with them again as they are causing untold harm, distress and financial concern for anyone who is unlucky enough to have a policy and need it. We rea...Read more
d through the T and C before buying but there was no pandemic when we bought this in October last year and there is no honour left in these companies. I too hope they go broke but I do feel for the staff who are just towing the companies bottom line and basically biting the hands that feed them.5 comments
Customer Service R.1Cover
Hello Tumbleweed,
Appreciate your disappointment that we don't cover epidemics, pandemics or outbreaks in relation to your purchase date, These are unprecedented times in the world and we hope to work... Read more
Sophie, we had spoken to your offices many times and been told repeatedly that we were on our own with this and all costs no matter how it panned out - first we just wanted to be covered if we went OS... Read more
and anything at all happened health wise - when you said no to that I felt disgust inside me that will never go away. I will see if my partner wants to waste more time emailing you about everything being cancelled now but there is so much anxiety in all our lives we are trying not to spend energy on dead ends - which is what your company is. All you are saying here is give us another chance to prove you have wasted your money ($250 that we could really use right now).Customer Service R.1Cover
Hi Tumbleweed,
I understand your situation and we are more than willing to help. Please email your request as consultants are currently working through these now. Regards, Sophie
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Avoid this company like a pandemic
This company should be called NO COVER!
Hang on to your money and avoid this company like a pandemic. Paid extra cover for my son with an existing medical condition to be covered for a Europe trip for June 2020. Our policy was taken out in December 2022. Spent $780 for 6 weeks to not be covered anything relating to Coronavirus as excluded from their policy
I'm now looking at cancelling our trip or rescheduling for next year. The airlines are changing their policies by waiving fees for date changes and travel vouchers for those wanting to ca...Read more
ncel. 1Cover are not interested in assisting their customers even if wanting to make changes to travel dates, except if you pay for a new policy. They are not answering phones nor responding to call backs. I can just imagine if needed to make a claim how terrible their service would be. Leave a negative feedback if you to have experienced similar experience wanting to cancel or change dates. 1Cover needs to be more accommodating to their customers in this unprecedented event. My printed policy is to be used as a substitute for toilet paper.1 comment
Customer Service R.1Cover
Hello Peter,
Appreciate your disappointment. These are unprecedented times in the world and we hope to work with our customers on these issues. Suggest that you email [email protected] to see if we c... Read more
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Catbear 7NSW, 2250
- 10 reviews
- Domestic Travel Insurance
- Verified customer
Always Value for Money
I have used 1 Cover on many occasions over the past few years. It has always been very easy to arrange, on line. I have always believed the travel cover was good value for money for my needs. My most recent trip away resulted in me making my first ever Claim on 1 Cover re the excess associated with a minor rental car accident. 1 Cover handled the Claim process most courteously and expeditiously, and left me very pleased with their service. Communication by the Claims Officer was exemplary. 1 Cover is a most professional organisation in my view, with excellent processes.
1 comment
Customer Service R.1Cover
Hello Catbear,
Big thanks for the kind words and continuing loyalty, it means the world to us. I am so pleased that we could assist with your claim and that you found the process easy and straightfor... Read more
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Review collected in partnership with 1Cover
Questions & Answers
Marie B.asked
I am also wishing to change my dates booked river cruise and touring for August this year. Qantas has since cancelled out flights and given us a credit which we will use next year. Our river cruise has also given us a credit for next year. I was advised by 1 cover that we cannot get a refund or a credit as we had to do that within 14 days of taking out the cover. I took it out in September, 2022. I always go with 1 cover and have never claimed. All I want is refund or a credit Why won't they discuss it further with me. The girl who took my call wouldn't put me through to anyone else and was very rude
12 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.
Wendyasked
1Cover are you still in business?? if so do the decent thing and answer your client emails
3 answers
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.
Customer Service R.1Cover
Hi Wendy,
Rest assured, we are still in business. Our team is working through the massive backlog of emails. We're sorry for the delay. If you've sent an email, we will get back to you. Thanks for your patience. Regards, Doug.
Ihave l.asked
Why aren't 1cover refunding money for a risk that will never happen? After months no phone contact and useless bulk generated email. Other companies ARE returning the full premium and answering phones. Australian Seniors is one. Never when I read the clause about pandemics did I think that this would include stealing the full premium when I would never get off the ground. Good business model for the future guys. Theft and no service. Vote with your feet and tell all your friends how great this company is. Why cant we ring? Don't give us the rescuing people story any longer!
1 answer
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.
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Customer Service R.1Cover
I’m sorry to hear that you’re not happy with the outcome of your claim. We consider all claims on a case-by-case basis, and our aim is to work towards a solution. If you’re unhappy with the outcome of... Read more
your claim, you can choose to have the original decision reviewed by emailing your policy details to [email protected]. But please be aware that we are currently working through a huge backlog of enquiries, and it may take up to 4 weeks to get a reply. Regards, Doug.