Cover-More Travel Insurance Reviews

I travel a lot and I have always paid my travel insurance with Cover-More.

Throughout the years, most of my policies have been there just in case. However, I launched two claims with them, and I'm most happy with the company.

My first claim was several years ago due to an unexpected change of flight schedule, which forced me to travel on a Christmas festivity, pay for the only hotel available in town, a five stars, so as to be able to get that flight. Claim and reimbursement were easy peasy, and got my money back in full.

The last claim was in the second half of last year. I became very sick while traveling through Northern Europe, I had to visit a hospital, two doctors, pay taxis for transportation, buy the medication myself, etc. Besides, my credit card was charged a commission for each transaction done in those countries. I hesitated when I came back because I thought that I would find grumpy people and lots of questions and delays or a reduced reimbursement. I had a zero excess policy, so that helped greatly, as well as me providing all the receipts. doctors reports etc. I launched my claim and, in less than a week, I got all my 1 money back, including the cc commissions. Mails arrived informing of the progress of my claim in a timely manner and the people I talk on the phone were really lovely.

My main complaint about CM is the pricing, which as become ridiculous in the last five years; at present, if you want your cancellation costs covered and zero excess you pay a lot. I am not sure whether the pricing is reasonable or not, but it is a bit of chunk of my holidays money. One of the things I like the least is that, unless in case of emergency, you have to pay your bills overseas and then claim them to be reimbursed, which can be a problem if you are traveling on a tight budget. Also, you have two natural months since the expire date of your policy to claim it, so if you are really sick or in hospital, how are you going to do so?

My mum got sick and died overseas whilst we were away on a family holiday in Ireland. I rang covermore as soon as she got sick, lodged a claim and told them my husband, 2 young children and I would need to postpone our flight back to Australia. Initially they were lovely, offering their condolences, then mum unexpectedly passed away whilst in hospital overseas. That was over 2 months ago and covermore are still 'processing' my claim, coming up with all types of vague reasons for not paying and for the delay in processing it. Everytime i ring them they make me go through the entire heart wrenching event. Never once have i been able to actually speak to my claims officer. All the condolences are gone and all i get now is the run around. I am now to the stage of referring it to the insurance ombudsman as i am entitled to be reimbursed for the additional expenses involved in postponing our return flights home due to mums illness and eventual death. Covermore state that they might reimburse the cost of one party to stay behind however they never told me this when I lodged the claim and it would also mean that i would be sending my 5yr old and 7yr old home to the other side of the world without me whilst their grandmother was in intensive care and then died. Insensitive, heartless and rude. Never again covermore.

We were sold Covermore insurance by Flight Centre in Frankston. The premium was 15% on top of the total travel package price, so not cheap.

Unfortunately we were robbed in Naples and lost Phones and Ipads. Pretty straight forward. We even got certified (In Italian) Police Crime report.

Making the claim was torturous and difficult.
They were slow to make an assessment, and when it came through it was only enough to replace 1 of the 4 devices lost. Not happy, as we always like "New for Old Polices, the same as we have for our Home and Contents (And Covermore.... don't tell us to read the PDS. That is patronising and not realistic). Flight Centre should have made the exclusions and depreciated claims process clear when selling it to us. It was too late after we had paid for the insurance and flights at Flight Centre. They also should have told us Covermore has a shockingly bad reputation for claims so we could consider their suggestion in an informed way.

Eventually Covermore stated they would pay us (By EFT to our nominated account in the claim form); a small part of our loss by a certain date. The payment didn't turn up. That was mid Dec 2016.
Many emails unanswered later, they admitted that the payment had not been made. they claimed it bounced. They didn't offer to resubmit it (in case they made an error with the bank details, and said they would mail a cheque which we should see in a few days.
It didn't turn up either. Many emails and calls. Eventually Cove-more admitted (alleged) that they had mailed it to an address unrelated to our address provided on the claim form. Why we asked? Ooops.. sorry they said.

So far (assuming they really tried to actually pay us) they have used incorrect EFT details, and mailed a cheque to an incorrect address.
So then they say, "give us another bank account" we say why, the one we gave you is fine. They insist so we do. They say the EFT will be paid urgently (the next business day).

Guess what... no payment. Emails and calls later, they claim (is anything they say true, or all lies?) they haven;t yet cancelled the cheque and won'y EFT until they do.

That is different to what they promised in writing, and anyway, they are so incompetent they can't process an EFT or correctly address an envelope. What hope is there they will know or care how to cancel a cheque.

So in desperation we escalated to the ombudsman.
We get emails and calls from Covermore now... to ask us to withdraw the complaint.
"Not till we get paid thanks" we reply.
Next we get an email from the ombudsman checking as they were told by Covermore that the mater was resolved.

So not only grossly incompetent or fraudulent, but Covermore Insurance is happy to mislead the Financial Services Ombudsman. Is that legal?

Needless to say, that latest (fourth) promise of EFT payment the next business day has not occurred.

This would be the worst company I have ever dealt with. We arrived in the US, and my wife suffered a medical emergency. We saw a medical professional and paid for the bill and medication. Arrive home after the holiday, made a claim, and this is where the disaster starts. We are almost going on to 3 months with continual delays from Cover-More. Their customer service is extremely rude, when we ring up to get an update on where the claim is, they are abrupt and say 10 business days you'll get a response. Sure enough, 10 business days past and we get an email to say its been referred across to yet another department... this has been going on and on... try and ring a manager and complain, and they'll put you back in your place and become quite aggressive.

This company obviously works on the model of take customers money, hope they don't claim, WIN, if they do claim.. delay them over and over until they give up WIN... read any review about this company and it's all consistent, rubbish service, rude staff.

Go with another company please... don't use cover-more.. save the heartache...

Surgeon told my husband we could not travel even wrote them a letter now they wont pay us the $12,000

Purchased through Flight centre as their preferred Insurance company.
Had to make a claim after cancelling my trip due to Mental health Issues.
Customer service through my claim was non existent. The process is incredibly invasive, timely and unprofessional with hidden loop holes that Cover More happily use. Claim was rejected based on a "pre-existing" condition, however no actual medical records stated this they simply relied on a GP statement that they chose not to follow up or research. They discriminate against Mental Health and are completely ignorant in the matter.
Their sales representatives are incompetent, under trained and plain rude.

If you are discriminated against with a mental health condition by Cover More get in contact with Beyond Blue or Laura Lombardo. Take your matter further.
http://www.piac.asn.au/staffprofile/laura-lombardo
https://www.beyondblue.org.au/about-us/about-our-work/discrimination-in-insurance/stop-insurance-discrimination

They have lost me as a future client and will never recommend them to a fellow traveller again.

Their excess limit is ridiculous (AUD$250)and they won't have your back when you need to claim minor expenses for luggage delay or medicals. This means that if you spend less than that amount on any emergency they won't cover you. What is the point of a policy when you still have to pay for these type of expenses? I had two claims of around AUD$180/each for luggage delay and medical emergency but CoverMore won't pay it cuz it does not seem relevant to them. I would've been better off without this policy or by buying insurance that covers "minor" expenses, there are many out there but I went along with my agent's advice an now I regret it.

Smooth, efficient, prompt claim payment and customer service was very professional.
We could not find one of our bags containing our clothing items and were happy with claim outcome.

Denied claim for accidental damage to out waterproof camera stating it was due to a mechanical fault. This decision was made by Cover-More without inspecting the camera or waiting for the outcome of the report from the authorized repairer/manufacture which confirmed damage was not a mechanical fault. Will NEVER use Cover-More again.

Very affordable insurance. Very easy policy to understand. Peace of mind that the cost of our cruise and our whole family was covered. Didn't need to pay for a whole lot of extras.

I'm a travel agent and highly recommend covermore to all my clients. They are great to deal with and provide the best cover in the market. I can't recommend them enough!

Always use cover more when we travel. Only had to make one claim, was relatively easy and paid quickly. Stolen bag and contents, got damaged bag back minus contents. Paid out for contents but not damaged bag which was disappointing but overall happy we had insurance. Easy to deal with and communication good.