Sneaky fine print & terrible service

Do not use, terrible service and waste of money. Having just been to Bali my partner and I had a couple of claims to make. For items stolen and for my boyfriend falling sick. I checked the PDS before buying the policy to see that on page 4 it states that luggage (including mobile phones) is covered up to $5K....but on page 45 it then details sub-limits and my $1900 phone was in fact only covered for $600! If they weren’t being sneaky then they’d have the sub limits with the benefits table! In regards to their terrible customer service; I called for an update 16 business days after putting in a claim to be told an email had been sent to me 5 days prior asking for further details, I had nothing in either inbox or junk mail, blatant lies to cover up that they hadn’t got back to me in the advised time frame of 10 days. We then received an email advising of an attached response, but no attachment and so I had to sit on hold to them for 20 mins to have it sent again. Finally, I was dealing with a claims investigator in regards to my stolen items, I was advised I’d receive a response to my claim by COB 4th Feb, I received nothing. I emailed the investigator asking for an update and by 10:30am the next day, still no response. I spent half an hour on hold to them to be told i will be receiving it now. 2 hours later and still nothing. I call again (another 30 mins on hold), this time to be told I will get an urgent call back from the claims officer. Another 2 hours later and still nothing! I call for a third time and finally get put through to the claims officer, who sounds unimpressed with my call and finally get the document sent through to me at 3pm. I have spent more than 4 hours on the phone to Covermore since returning from my trip, awful service! Do yourself a favour and steer clear of Covermore.

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