Review Time
We purchased a Covermore travel policy through our CBA credit card account for a 21 day fly-stay-cruise holiday package. Due to an emergency at home while on our holiday (our home burnt down in a bushfire) we needed to end our trip early and fly home. We lodged a claim for our emergency flights, travel to the airport and the unused portion of the cruise. Some of the required justification documents were delayed due to our travel agents conditions on releasing information, once our Covermore consultant received the documents our claim was approved and paid out within 48hrs. We were impressed with the professionalism of the Covermore consultants who dealt with our claim and the speed that our claim progressed to finalisation.
After falling ill on the last day of our trip and experiencing food poisoning and severe dehydration, I needed immediate medical attention upon arrival. There was no time to contact the support team for advice. Two weeks later, I submitted my medical claim online, and it was fully reimbursed within just 10 days. The entire process was incredibly straightforward and stress-free. I also want to highlight a previous experience from a year earlier during a natural disaster, when our cruise and flights were canceled. I reached out to the support team feeling distressed and unsure of my options. Even after our call was disconnected, a representative was able to find me through the app and called me back. Although no claim was needed, the assistance, reassurance, and genuine empathy I received were outstanding. With their guidance, I successfully canceled and rebooked my flights directly with the airline. Knowing that the service truly cares about its customers makes a significant difference! Highly recommend.
I had a straightforward claim that, unfortunately, has been denied, which seems to be a typical issue with insurance providers. We started the complaint process, but they have been evasive and unresponsive to our calls. We now have escalated the matter to a relevant authority and are considering legal options. This company has been a complete disappointment, and I will never use their services again, encouraging others to avoid them as well. Our vacation, which was the reason for the claim, was ruined, and their handling of the situation has only made it worse.
At first, the claim was not addressed. After a month, we reached out to the service and learned that a claim assessor had not yet been assigned. Once that issue was resolved, the claim was processed swiftly, and we received reimbursement for the policy amount.
I tried to claim for medical treatment received during a cruise. The service insisted that I provide medical history that has nothing to do with my claim. All I needed was a straightforward reimbursement. I have reported this to the financial complaints authority. I've never encountered such issues with other travel insurers.
One star feels too generous. We had arranged a trip to Africa set for September 2025 and obtained travel insurance with the company, declaring an existing heart condition. On August 23, 2025, I suffered a stroke and was hospitalized. After being released for three days, I was readmitted the following week. The doctors determined that I was unfit to travel as my condition worsened. We notified the company and filed a claim in early September 2025. We provided GP and hospital reports, and in December, they requested reports from my cardiologist. I promptly authorized the release of the information, but due to the holiday season, he was on leave until January 22, 2026. On January 12, 2026, I raised a complaint with the company's internal reviewers and was informed that nothing could be processed until they received the cardiologist's report. I will now wait the required 30 days from yesterday before filing a formal complaint with the relevant authority. By then, it will have been five and a half months since we submitted the claim. Buyer beware.
I strongly endorse this travel insurance for everyone. 1) It's a fantastic value policy. 2) The sign-up process is straightforward, with clear information to guide you in selecting the best policy for your needs. 3) I had to file a claim, and the response was incredibly quick, with clear communication throughout the process. 4) This is the only travel insurance provider I would consider.
While on holiday, we faced an unexpected tragedy with the death of my partner's father, who was also my children's grandfather. We had to cut our trip short and change our flights to return home. Over the phone, we were informed that we could claim up to $10,000 minus excess, but a death certificate was required. Upon returning, the service requested a medical form detailing my father-in-law's health history for the past year, which his medical center refused to provide. I submitted the death certificate, which noted a 'Sudden Cardiovascular Event', yet they are withholding the remaining funds until their form is completed. Now, I need my father-in-law's estate representative to schedule an appointment with the GP to formally request access to the medical records, but the GP has no available appointments for weeks for anything non-urgent. Dealing with the loss was already difficult, but now I’m facing added stress to retrieve my owed money, and their lack of sensitivity to the situation has been incredibly frustrating. I would never use their services again!
While on vacation, we experienced a sudden loss in the family (my partner's father, my children's grandfather). We had to cancel our trip, change our flights, and return home. Initially, we were informed over the phone that we could claim up to $10,000 minus the excess, and a death certificate would be required. Upon returning, the service requested a medical form detailing my father-in-law's health history for the past year, but his medical center refused to disclose personal information. I provided the death certificate, which noted a 'Sudden Cardiovascular Event,' yet the service won't process the remaining payment until their form is completed. I now have to arrange for my father-in-law's estate representative to request a medical appointment to access the records, but the GP has no available slots for weeks. The stress of this situation, compounded by the loss of a loved one, has been overwhelming, and their insensitivity has made it worse. I would never consider using them again.
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