Cover-More Insurance (SCAM - DONT USE THEM)

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.

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