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No stars - Useless Service
Total waste of time. Cannot get through to company and when you finally do they can't assist. Don't waste your money. Not worth it. Spent days trying to contact them only to be told they can't help me and shouldn't be talking to me. What an absolute crock!
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MichaelSouth East Queensland, QLD
Horrible Communication & Totally Incompetent
Policy was easy enough to set up and this was the first and last time we will use CoverMore. The trip was cancelled due to COVID-19 and getting our claim approved was a nightmare.
We ended up doing all of the administration work between CoverMore and Flight Centre because CoverMore don't seem to take records of any emails or phone calls.
In the end, we worked our butt off to try and get our claim sorted and til this date, it is still on-going.
Ridiculous.
1 comment
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DianeSydney, NSW
An unhappy experience ...
Purchased travel insurance in October 2022 for a trip in March 2020, and specifically paid extra for the 'cancellation' section. On the policy, there is absolutely no reason, in Cover-more's view, for a cancellation. And No 18 is epidemic, pandemic. Disappointing that I emailed on 6 April to ask questions - and still waiting for a response. Tried phoning and waited 1 hr 10. So tried the 'Chat' - waited well over an hour for that. Disappointing as I've been using Cover-More for 20 years and have recommended it.
3 comments
Claims T.Cover-More Travel Insurance
Hi Diane,
We're sorry to hear about this. Can you please provide your claim number, so we can review this for you. ... Read more
Kind Regards CMI haven't even made a claim! It's policy No 719100767727. Purchased on 2 October 2022 for a trip on 16 March 2020. And I specifically made sure I had 'cancellation' as an essential extra on the pol... Read more
icy. I was asking the question - if any of the 4 sectors of my proposed trip do not give refunds or credits, would I be able to claim on my travel insurance policy? And because refunds or credits are being advised that they are taking 4 -6 months (which in itself is outrageous), how long does the policy last? "Tess" told me the policy didn't cover anything now because it's a pandemic! I've found out - NRMA are covering policies if they were purchased before January 2020. Mine being purchased in October 2022 should definitely qualify! I'm grateful that this is being looked into - thank you.Claims T.Cover-More Travel Insurance
Hi Diane
Thank you for your response,... Read more
Please expect a phone call or correspondence from one of our team members within 1- 2 business days Kind Regards Cover-more Travel InsuranceSimilar opinion? Write a review on ieatwords.com.au!
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BillPerth, WA
- 2 reviews
Cancelled Trip
This my first time my wife and I have used Cover-More travel insurance and we found it was very easy to set up, surprising given my ongoing medical condition. The policy was very good value in the circumstances. However given the COVID crisis we have had to cancel the trip before departure and Cover-More were great at this too, processing a refund for the remaining cover with no arguement.
1 comment
Claims T.Cover-More Travel Insurance
Thank you for your wonderful feedback.
Kind Regards
CM
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JillLaunceston, TAS
Great experience with cover-more
I submitted an online claim, it was an easy process. I received a response in under two weeks advising the full amount would be paid within 3-5 days. Very pleased, will buy this policy again.
1 comment
Customer Service TeamCover-More Travel Insurance
Thank you for your positive feedback.
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- Single Trip
- Verified customer
Policy Cancellation
Cover-More promptly agreed to refund the unused portion of our Travel Policy due to a "Do Not Travel" advise by Smart Traveller long after purchasing our Travel Insurance Policy. We are currently unable to travel anywhere in or out Australia.
1 comment
Customer Service TeamCover-More Travel Insurance
THank you for your positive feedback.
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glyn c.Perth, WA
Rubbish Insurance company
I was using covermore /Zurich with my Bank west Mastercard travel Insurance for a trip to Peru in May 2020,
I paid $304 for my existing medical Conditions sleep apnia ( Totally controlled by machine) and diabetes 2 tablet controlled ( No symptons or damage to body, eyes liver etc . These conditions were not deemed serious by Allianz and insureandGo no extra charge. The $304 dollars was paid in Oct 2022.
ON the advent of corona virus I contacted Cover more and was told I wasnt covered for anything connected with the virus, I could cancel my...Read more
3 comments
Customer Service TeamCover-More Travel Insurance
Hi Glyn,
We're so sorry to hear about your experience. We apologise for any inconvenience we may have cuased hwen calling our 1300, we're currently experiencing unprecedented volume of enquiries via our phone and emails. ... Read more
So we can organise someone to contact you, can you please provide your policy number?Thank you
My policy number is 719100767022
Purchased on the 2nd 0ct 2022
Customer Service TeamCover-More Travel Insurance
We have forwarded your policy information to our Bankwest Travel Insurance team to contact you. It may take 1- 2 business days to receive a phone call.
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Alastair GillinghamPerth, WA
- 3 reviews
Be Careful When Booking Cover More Insurance Through Medibank
We booked a cruise to the Carribean on the 22nd January and after being offered travel insurance by our travel agent decided to shop around. My girlfriend searched the Internet and ended up at Medibank Midland Gate on the 3rd February where she was advised to purchase an insurance policy with cruise cover, cancellation and medical cover. Once she got home she checked the product disclosure statement and read in the small print about infectious diseases and also if the coronavirus became an epidemic or pandemic that there would be no cover if w...Read more
e were to contract the virus and require medical assistance. She returned to Medibank on the 6th February (3 days later) to query the small print and was handed a letter updated the 6th of February with an original issue date of 23rd January (a letter which she hadn't sighted) basically indicating the policy worthless in regards to medical in relation to the caronavirus and cancellation because of the caronavirus. The women at Medibank said she thought that we should still be covered because we bought the policy before the 6th February but said they can't deal with the policy in store as they are only an agent for the insurance company and to call the number on the bottom of this letter to get clarification. She has called the number on numerous occasions placed on hold for an average hour and a half to 2 hours and each time since the 7th February when it sounds like it's connecting it states there is a problem and disconnects the call. We returned to the store last week and spoke with the Manager and she said because the policy was purchased after 23rd January we wouldn't have any cover and the girl who sold my girlfriend the policy should have given her a copy of the original letter dated 23rd January which would have helped her to make an informed decision and had she received the letter we would have declined the policy. Conveniently the girl that sold her the policy doesn't work full time in the store and their system doesn't allow for them to know who uploaded the policy as there was no name attached. We asked the Manageress to contact Covermore on our behalf and she said she couldn't call them and we would have to keep on trying as she didn't have 4 hours to waste sitting in a queue on hold. We got rather irate we were very disgruntled that although they sold us the policy instore and were quick to take our money they had no control over changes or any means of contacting Covermore directly and said she would send an email to ask them to call us, that was last week. Today Monday we still haven't been called by them after trying to get through all weekend so I rang again this morning as soon as they opened and I was placed on hold again for another hour and a half and then disconnected again. We once again returned to the store very irate and once again we were told that we would have to speak to Covermore. The Manageress sent an email on our behalf but couldn't say whether they would be in touch in 5 days or 4 weeks she also wasn't sure if we would get all our money back as a refund or some as we were now outwith the cooling off period due to Covermore being unresponsive and could only apologise for the girl who sold us the policy that she hadn't given us a copy of the letter dated the 23rd January. So Medibank sold us an insurance policy for $525 on the 3rd February but were already aware that the policy would not cover our needs for medical cover or cancellation for the caronavirus. The policy was misold to her and she wasn't made aware of current DFAT updates at that time she also assumed we would be covered but would need to speak with Covermore and were not given the opportunity to cancel the policy during the cooling off period of 14 days because they couldn't cancel it instore and we were unable to discuss this policy with anyone at Covermore up until today's date and no one has made an effort from Covermore to contact us. The cruise company has already offered us a cruise credit for 100% and more than likely we will be offered a full refund at the beginning of April after the likely cancellation of the cruise with further compensation. I asked the Manageress of the store if Covermore had called for a conference call with Medibank to explain the process and wait times for customers and when we would likely hear back from them and she said they hadn't received any information instore. So the dilemma continues and currently we are awaiting contact from the insurer but with no idea when. If we haven't heard from Covermore within the next fortnight with an apology and a reasonable outcome we will be contacting the insurance ombudsman to raise a complaint against the company. Will update this site once we receive a response from the Insurer. Some feedback for Medibank if you are going to sell insurance just as an agent you need a better process and a procedure so the women who sold us the policy can be identified and held accountable for not disclosing critical information in the current situation when purchasing a policy. No letters were readily available for customers perusal on desks or window area when we purchased the insurance or on the 6th of February or when we attended the office last week and I made a point of asking where that information was displayed and on our return to the store today it was readily available and displayed for new customers on their front window. Alastair Gillingham6 comments
Claims T.Cover-More Travel Insurance
Hi,
We're sorry to hear about this. Can you please provide your policy number, so we can review this for you. ... Read more
Thank youPolicy number 7200 0003 2080 Ms Adele Love
Claims T.Cover-More Travel Insurance
Hi Alastair,
Thank you for providing your policy number, Please expect correspondence within 1 2 business days ... Read more
Kind Regards Cover-more Travel InsuranceSimilar opinion? Write a review on ieatwords.com.au!
Julie.Central Queensland, QLD
Poor.
Sales person was not thorough in questioning me about my requirements - hence I bought a product that did not cover my needs by a long shot. I have emailed twice and am now on hold for the third time of 15 minutes with NO ANSWER. TERRIBLE SERVICE. I just want to cancel policy. I havent' even travelled yet
3 comments
Customer Service TeamCover-More Travel Insurance
HI Julie, we're so sorry about this experience.
It is important for us that we provide the right information at the time you purchase your policy to ensure you are making an informed decision. So we ... Read more
To be somewhat fair, peoples travel concerns re: Coronavirus are cause for delays. I have since made contact and cancelled policy.
Customer Service TeamCover-More Travel Insurance
Thank you for your feedback Julie.
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AnnMSouth East Queensland, QLD
- 2 reviews
- Single Trip
- Verified customer
Never again will I choose covermore travel insurance
Got Seasick on P&O Cruise 28&29th December 2022. Had to pay ship doctors before disembarking. Filed claim 06/01/20 - no pre-existing conditions just straight forward sea sickness. Covermore has given us the run around and we still have not been paid todate.
2 comments
Claims T.Cover-More Travel Insurance
Hi Ann, we're sorry to hear that. Can you please provide your claim number so we can investigate this for you?
1326716
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- Single Trip
- Verified customer
Very poor communication. Unsympathetic attitude.
I took out a silver plan with Covermore with regard to my trip to Australia which began 28th December until 5th February 2020. Obtaining the insurance was simple and without fuss. However most insurance companies devote more energy into selling policies than dealing with problems and Covermore are no exception. My problem arose out of the current Coronavirus emergency. I chose to fly to Australia using China Airlines and landed in Melbourne before the seriousness of Coronavirus outbreak had become public. During my stay it became obvious that...Read more
to use my return tickets could give rise to a serious danger of me coming to contact with a victim of the Virus which could then be passed on to me, especially as I would be in contact with many Chinese passengers all breathing into the same on board air conditioning system So I tried to contact Covermore for advice and to establish what my options were. In the event, none of the emergency numbers listed in my policy documents worked. I was able to speak to an Australian Covermore agent but he was unable to help as the insurance had been arranged in the UK. He offered to transfer me to a UK agents but after 20 minutes the line went dead. I went on line and found another number which I tried. A robot voice asked me to choose an option. Press 1 to buy insurance, press 2 to make a new claim and press 3 to talk about a notified claim. I pressed two and another robitic voice told me that this option was not available. I tried all three and each time I was told the same thing. So I decided not to press any number and eventually the robot voice said "No calls can be taken at this time" I tried another number but a recorded voice told me that the office was closed and I should call back during office hours. No easy from a country with an 11 hour time difference. After several days of trying various numbers I sent an email to Customers services asking for help and assistance. I received a brief response saying that Covermore are not covering claims arising out of the Coronavirus.??? The whole episode has left me with a feeling of disgust. I could easily have had a heart attack, with the surgeon awaiting insurance confirmation before operating and judging by my experience, I would have died before getting it. My advice is to have nothing to do with this company.3 comments
Claims T.Cover-More Travel Insurance
Hi, we're so sorry to hear about this experience. Can you please provide your policy number so we can investigate this for you?
Hi I have just realised that this was posted on an Australian site which was not my intention. However, my criticism still stands but aimed at the UK office. The policy number is 6953762
Claims T.Cover-More Travel Insurance
Thank you for providing us with your claim number. Please be advised we have forwarded your message to our UK team to contact you in regards to your claim.
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PeterP
- 3 reviews
CoverMore did not pay what the told me they'd pay for a stolen item
I had my mobile phone stolen overseas. I called Covermore to ask how to proceed and was advised that I would be covered for $1000. When the claim was processed I was told the claims officer got it wrong and we could only be reimbursed for $500!!!
I am very disappointed that due to an error of the claims officer i am now out of pocket!
3 comments
Customer Service TeamCover-More Travel Insurance
Hi Peter,
Can you please provide your claim number?
Claim Number was: 1328395
Claims T.Cover-More Travel Insurance
Thank you for providing your claim number. We note that you have been sent correspondence in regards to your claim outcome previously, please follow the advice at the end of the letter.
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Cancellation of trip
We have always used Cover-More and have never had any problems and when we did claim previously money was forthcoming.
We booked for a holiday from the 5 to the 20th Jan 2020 on the 18 May 2022. We booked flights, car rental and took out Cover-More Travel insurance for this period.
My wife has cancer and took a turn around the 12th Dec so we had to cancel. Airlines and car rental refunded money in full but it cost us $73 to cancel the Travel Insurance which we had not even used.
It is very ironic that everyone else refunded us in full for whom we had the travel insurance and then cost us to cancel the Travel Insurance which we did not use.
A response would be much appreciated.
Policy # 7191 0088 7579
1 comment
Customer Service TeamCover-More Travel Insurance
Hi, we have sent your feedback to our refunds department for further review. Someone will be in touch with you shortly.
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AlexSouth East Queensland, QLD
Not a single f**k was given
My husband and I booked our first year anniversary to Phuket. About a month after we had booked and paid for our trip my father-in-law was entered into hospital suddenly becoming very ill very quickly. He was given 3 to 6 weeks to live due to his liver cancer. I will also add that we knew we had the cancer but he was never ill or sickly. At that point he got administered into hospital it was 6 weeks before we were meant to leave for our first year anniversary trip. I immediately went to Flight Centre and cancelled the trip. I got my money back ...Read more
on everything but the flights. Which was about $2,000. My father in law passed away 2 days before the 6-week mark. It's taken CoverMore more than 5 months decline our claim. Due to my father-in-law going to hospital in the last 2 years about his liver.... I hope something like this happens to them so not only do they have to worry about mourning I loved one but also money troubles. My family and I will never ever use cover more again. We ( my family & i) have spent over $100,000 in the last year on holidays and they were our cover needless to say that was our last trip and covered by them.3 comments
Customer Service TeamCover-More Travel Insurance
We're so sorry to hear that we have disappointed you.
We'd like to look into this for you, can you please provide your claim number?
1277750 thank you
Claims T.Cover-More Travel Insurance
Thank you for providing us with your claim number, a claims officer will be in contact with you shortly.
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MarionSouth East Queensland, QLD
Prompt service, good outcome
I was very pleased with the service and the company advising me on the progress of the claim. The positive outcome. I always use CoverMore insurance when I require local insurance.
1 comment
Claims T.Cover-More Travel Insurance
Hi Marion,
Thankyou for your feedback. We look forward to travelling with you when you next travel.
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Matthew WhitmoreGippsland, VIC
Shocking service still fighting For payment 18 months later
Had an accident whilst on holidays in America, needed medical attention, upon returning home I received a bill of 1200 dollars from hospital in Idaho, as per covermores instruction I got a report from my local doctor to prove I didn’t have an existing injury, and paid my excess . It took 12 months and 30 odd emails to get covermore to pay and when they finally did they didn’t pay the full amount, it’s now been 18 months and I’m receiving invoices from a debt collection agency for the remaining amount . If you want a nightmare go with covermore
3 comments
Claims T.Cover-More Travel Insurance
Hi Matthew,
Sorry to hear of your experience. To allow us to review your claim and concerns would you please provide us with your claim or policy number. ... Read more
EB.policy number is 718000573245 existing claim number is 1229441 only partial payment was made
Claims T.Cover-More Travel Insurance
Hi Matthew,
Thankyou for providing these details to us. You will be contacted by your Claims Officer shortly. ... Read more
EB.Similar opinion? Write a review on ieatwords.com.au!
LindsayGreater Melbourne (Outer), VIC
Excellent cover, easy to set up
Numerous previous policies, first time using online ourselves. Online policy application was very simple and clear to set up. The system guided you through the booking process. Premium for additional medical was reasonable.
1 comment
Customer Service TeamCover-More Travel Insurance
Thank you for positive feedback.
We're glad to hear that your online purchase went smoothly.
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disappointed
had quite a few trips in the past few years and always insured with covermore and never made a claim and end of last year had a mild heart attack and had a stent fitted . Im planning another trip beginning in 2020 and enquired about insurance and was refused because of the above problem. If i knew that was their attitude i wouldnt have signed up in the past
5 comments
Customer Service TeamCover-More Travel Insurance
When completing a Medical Assessment to determine whether we can cover the medical condition or not, multiple factors are taken into account these are the conditions declared, the age of the travelle... Read more
r, the duration of your trip, area of travel and the policy type. We'd like to look into this matter for you further, can you please provide your assessment number?dont think i got one
Customer Service TeamCover-More Travel Insurance
Thansk George, can you please email the following information to [email protected]:
-Full Name ... Read more
-DOB - Travel Dates on the subject line please put Attn: Product Review TeamSimilar opinion? Write a review on ieatwords.com.au!
Paul S.Perth, WA
Hassle free
I have used cover-more at least 5 times now. I found the process simple and in my one and only claim (Stone chip in rental car window) they were quick and efficient. Highly recommended
1 comment
Customer Service TeamCover-More Travel Insurance
Thank you for your feedback.
We're glad we're able to assist you. :)
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Geoff
- 2 reviews
Dont waste your money
Cover more - should be Cover Less
My flight was delayed by 1 hour, which meant I missed the last connecting flight to my destination. This in turn meant a rebooking on the next available flight 12pm next day, overall an 19 hour delay. Cover- Less only note the 1 hour delay, not the other 18 hours - what a joke, save your money, use alternate insurance.
3 comments
Claims T.Cover-More Travel Insurance
Hi Geoff,
To allow us to investigate your concerns could you plesae provide us with your claim or policy number.
Claims Team.
Thanks, but your team has reviewed - their response below
Tuesday, 26 Mayember 2022... Read more
Geoff Burgess 9 Timber Rdge Port Macquarie NSW 2444 Dear Mr Burgess Cover-More Travel Insurance claim number: 1310453 Thank you for your email on 14/11/19. We note that the entire delay for all flights were over 12 hours due to the weather conditions as explained in the letter from your transport provider. However, please note that we look at the reason of your claim. The reason of your claim is your first flight being delayed for 1 hour. This in turn made you miss a connecting flight. Please note that the first delay is the cause of the claim. As the cause of your claim is a delay of only 1 hour and the policy require you to be delayed at least 12 hours, we cannot cover the additional transport costs incurred. Please also note that the section of the policy headed Additional Expenses provides cover for Additional transport and accommodation expenses only. We are therefore unable to provide cover for the meals being claimed. Get in touch If you have any questions regarding your payment or claim, please call us on 1300 72 88 22. Yours sincerely Pontus A. Claims Officer Cover-More Insurance Services Pty Ltd Note: when processing travel insurance claims, Cover-More acts as an agent of the insurer.Claims T.Cover-More Travel Insurance
Hi Geoff,
Thankyou for reaching out to us. We will have a member of the Claims Team contact you to discuss your claim.
EB.
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Questions & Answers
Jennifer Carpenterasked
I have a return Virgin booking to Brisbane from Launceston in July. Do I just assume it no longer exists? Credits available?
2 answers
check online - Virgin website
Claims T.Cover-More Travel Insurance
Hi Jennifer,
Please contact our customer service team so we can further assistance
Kind Regards
CM
Richard Durhamasked
I have just purchased cover for an 8 night cruise from Melbourne around Tasmania to Melbourne. The Cruise company contract requires me to be insured. After I had paid my money I received an email confirming the cover. It stated that I did NOT have cruise cover. This is the ONLY thing that I need. I did not see where to apply for cruise cover when I was filling in the insurance application. How can I have cruise cover added? Richard Durham Policy Number [details removed]
3 answers
Customer Service TeamCover-More Travel Insurance
Hi, thank you for reaching out to us. So we can locate your policy, can you kindly provide your travel dates and date of purchase? Please note that for Domestic Cruise you will need to select "Domestic Cruise" when purchasing online and select "yes" on the cruise Add On. - KM
Thanks for your email, KM. It has all been solved. I telephoned CoverMore and fixed my problem. No further action is required. Thank you
Richard Durham
Customer Service TeamCover-More Travel Insurance
Thanks for the update Richard.
We hope you you lovely time on your upcoming cruise.
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Claims T.Cover-More Travel Insurance
Hi Michael,
We're sorry to hear about this. Can you please provide your claim number, so we can review this for you. ... Read more
Kind Regards CM