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Reviews

4.3

4,496 reviews
5
(2,977)
4
(857)
3
(149)
2
(119)
1
(394)
  • Value for Money
    3.8 (320)
  • Transparency
    3.5 (263)
  • Customer Service
    3.8 (306)
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Reviewer Photos & Videos

totally upset

totally upsetGippsland, VIC

  • 2 reviews

Lock of compassion

published
Transparency
Customer Service
Value for Money
DestinationEast Asia (e.g. China, Japan, South Korea)
Claim MadeYes
Type of ClaimOther
Claim DateMarch 2020
Claim ApprovedNo
Insurance Cover ForSenior
See all answers
1 comment
1Cover
Customer Service R.1Cover
Pedro

PedroSouth East Queensland, QLD

Do not rely on them! They just want your money!

published
Transparency
Customer Service
Value for Money
DestinationEurope
Claim MadeNo
Insurance Cover ForAdult
See all answers
2 comments
Pedro
Pedro

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.

1Cover
Customer Service R.1Cover

Hi Pedro, thank you for your patience and for updating your review. Regards, Doug.

Better than nothing

published
DestinationSouth-East Asia (e.g. Bali, Vietnam, Thailand)
Claim MadeNo
Insurance Cover ForAdult
1 comment
1Cover
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 Thomson

Dave ThomsonPerth, WA

  • 18 reviews

When do we get our money back???

published

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...

Transparency
Customer Service
Value for Money
DestinationEurope
Claim MadeNo
Insurance Cover ForSenior
See all answers
1 comment
1Cover
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.

Mark

MarkRichmond-Tweed, NSW

  • 6 reviews
  • 2 likes

Consumer law

published

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.

Transparency
Customer Service
Value for Money
DestinationSouth-East Asia (e.g. Bali, Vietnam, Thailand)
Claim MadeNo
Insurance Cover ForAdult and Child
See all answers
1 comment
1Cover
Customer Service R.1Cover
Bev

Bev

  • 2 reviews

Do not use this company

published

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.

Transparency
Customer Service
Value for Money
DestinationNorth America (inc. Hawaii)
Claim MadeNo
Insurance Cover ForSenior
See all answers
1 comment
1Cover
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

Ihave l.

Ihave l.

  • 4 reviews
  • 2 likes

Other travel insurance companies are giving full refunds

published

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.

Transparency
Customer Service
Value for Money
DestinationSouth-East Asia (e.g. Bali, Vietnam, Thailand)
Claim MadeNo
Insurance Cover ForSenior
See all answers
2 comments
1Cover
Customer Service R.1Cover
Ihave l.
Ihave l.
P Campbell

P CampbellRichmond-Tweed, NSW

No response to emails

published
Transparency
Customer Service
Value for Money
DestinationEurope and South-East Asia (e.g. Bali, Vietnam, Thailand)
Claim MadeYes
Type of ClaimTravel Delays/Cancellations
Claim ApprovedNo
Insurance Cover ForSenior
See all answers
2 comments
1Cover
Customer Service R.1Cover
P Campbell
P Campbell
Carmen

CarmenGreater Melbourne (Metropolitan), VIC

  • 2 reviews

Not good cover

published

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.

Transparency
Customer Service
Value for Money
DestinationSouth-East Asia (e.g. Bali, Vietnam, Thailand)
Claim MadeNo
See all answers
1 comment
1Cover
Customer Service R.1Cover
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Tracey

TraceyGreater Melbourne (Metropolitan), VIC

Do not buy insurance through these people

published

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!

DestinationEurope
Claim MadeYes
Type of ClaimOther
2 comments
1Cover
Customer Service R.1Cover
Tracey
Tracey

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!!

Mark S

Mark S

  • 4 reviews

Thieves

published

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.

Transparency
Customer Service
Value for Money
DestinationAustralia
Claim MadeNo
Insurance Cover ForAdult
See all answers
3 comments
1Cover
Customer Service R.1Cover
Mark S
Mark S
1Cover
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

Peter

PeterGreater Melbourne (Metropolitan), VIC

  • 2 reviews
  • 1 like

1Cover Are Scammers - Beware Of Their Fake Posts

published

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.

Customer Service
Value for Money
DestinationEurope
Claim MadeNo
Insurance Cover ForAdult and Teenager
See all answers
1 comment
1Cover
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

Bad customer service.

published

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.

Transparency
Customer Service
Value for Money
DestinationNorth America (inc. Hawaii)
Claim MadeNo
Insurance Cover ForSenior
See all answers
1 comment
1Cover
Customer Service R.1Cover
RJMcGray

RJMcGraySydney, NSW

Very happy with 1cover service

published

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.

Transparency
Customer Service
Value for Money
DestinationSouth-East Asia (e.g. Bali, Vietnam, Thailand)
Claim MadeNo
See all answers
1 comment
1Cover
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

Kate

KateSydney, NSW

Pointless

published

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.

Transparency
Customer Service
DestinationSouth-East Asia (e.g. Bali, Vietnam, Thailand)
Claim MadeNo
Insurance Cover ForAdult
See all answers
1 comment
1Cover
Customer Service R.1Cover
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DON’T USE THIS INSURANCE COMPANY

published

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!

Transparency
Customer Service
Value for Money
DestinationEurope
Claim MadeNo
Insurance Cover ForAdult
See all answers
1 comment
1Cover
Customer Service R.1Cover
Doc

DocDarling Downs, QLD

Useless Insurance Buyers Beware

published

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.

Transparency
Customer Service
Value for Money
DestinationNorth America (inc. Hawaii)
Claim MadeNo
Insurance Cover ForAdult
See all answers
2 comments
1Cover
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

Doc
Doc

You have been reported to the ACCC.

Tumbleweed

TumbleweedAustralian Capital Territory

  • 9 reviews

1 Cover travel NON insurance

published
Transparency
Customer Service
Value for Money
DestinationAfrica
Claim MadeNo
Insurance Cover ForAdult
See all answers
5 comments
1Cover
Customer Service R.1Cover
Tumbleweed
Tumbleweed
1Cover
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

Avoid this company like a pandemic

published
DestinationEurope
Claim MadeNo
1 comment
1Cover
Customer Service R.1Cover
Catbear 7

Catbear 7NSW, 2250

  • 10 reviews

Always Value for Money

published

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.

Transparency
Customer Service
Value for Money
DestinationAustralia
Claim MadeYes
Type of ClaimCar/Rental Hire Excess
Claim Resolution Time<1 week
Claim DateMarch 2020
Claim ApprovedYes
Insurance Cover ForAdult
See all answers
1 comment
1Cover
Customer Service R.1Cover

Review collected in partnership with 1Cover

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Questions & Answers

Marie B.

Marie B.asked

Travel Insurance

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
Vic
Vic

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.

Mark S
Mark S

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.

Maria K.
Maria K.

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.

Wendy

Wendyasked

Travel Insurance

1Cover are you still in business?? if so do the decent thing and answer your client emails

3 answers
Peter
Peter

I’m a customer that left the review

Wendy
Wendy

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.

1Cover
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.

Ihave l.asked

Comprehensive Travel Insurance

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
P Campbell
P Campbell

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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