15 replies

dm12

Member since 08 Feb 2018

Total posts 103

Hi all, we've had a few issues with the travel insurance associated with a commbank issued credit card. Commbank links to Cover-more which is underwritten by Zurich. Essentially Cover-more declined a legitimate travel insurance claim and we've had to take Zurich to the Australian Financial Complaints Authority to get our money back, which we're very confident of achieving. However, during our investigations we found a substantial portion of complaints are against Zurich who appear to have a decline first - ask questions later approach.

I was wondering if any others who follow the forum have had similar experiences.

I would also encourage travellers to check who the underwriter of the insurance is and if its Zurich perhaps choose another insurer.

patrickk

Qantas

Member since 19 Apr 2012

Total posts 508

I tend to avoid card based insurance and use my main household et al insurer NRMA who also discounts multiple policies. My work insurance which is via Chubb which paid within a week.

tommygun

Delta Air Lines - SkyMiles

Member since 16 Oct 2017

Total posts 135

You can also go to the Civil & Administrative Tribunal in your state if you think you have a valid claim that's been denied. This tends to produce a favourable outcome prior to any hearing, because lawyers generally aren't allowed in a hearing and companies seem to be very wary of going it alone. You just need to remain immune to the several low-ball offers you'll get until the insurer knows you mean business.

richard89

Qantas - Qantas Frequent Flyer

Member since 21 Mar 2017

Total posts 33

This is fascinating thanks for posting dm12.


I'm in the market for a good QF focused credit card so this helps me in my hunt. I was of the understanding Covermore are a fab insurer but apparently not on reading this?

dm12

Member since 08 Feb 2018

Total posts 103

Originally Posted by patrickk

I tend to avoid card based insurance and use my main household et al insurer NRMA who also discounts multiple policies. My work insurance which is via Chubb which paid within a week.

Thats probably not a bad idea but I'm not sure to what extent the issue is with it being a card based insurance, or the underwriter of said insurance.

dm12

Member since 08 Feb 2018

Total posts 103

Originally Posted by tommygun

You can also go to the Civil & Administrative Tribunal in your state if you think you have a valid claim that's been denied. This tends to produce a favourable outcome prior to any hearing, because lawyers generally aren't allowed in a hearing and companies seem to be very wary of going it alone. You just need to remain immune to the several low-ball offers you'll get until the insurer knows you mean business.

Thats an option but AFCA is doing a good job of mediating and we're confident of a successful resolution. It was interesting as covermore lawyered up at our first query in an attempt to intimidate us.

dm12

Member since 08 Feb 2018

Total posts 103

Originally Posted by richard89

This is fascinating thanks for posting dm12.


I'm in the market for a good QF focused credit card so this helps me in my hunt. I was of the understanding Covermore are a fab insurer but apparently not on reading this?

We've found out they don't rate particularly well on travel insurance rating sites, and given our experience I wouldn't recommend them. I'm not sure who underwrites the travel insurance with the Qantas money Premier credit card, might be worth asking. I used to have one of them and was very good for points earning. We only dropped that card because we took out a mortgage and needed to reduce sources of liability. I would recommend investigating that card, it might work for you.

Dan22

Qantas - Qantas Frequent Flyer

Member since 07 Aug 2013

Total posts 86

Hi - I have same issue with CBA Covermore insurance through my credit card. I didn't escalate it but to the level you have buy basically my flight got cancelled for a full 24hrs and I lost roughly first nights accomodation and a flight I separately purchased for Day 1 of travels. Their response was as per our t&c we don't cover costs due to airline flight cancellations if resulting from technical issue only hijack etc. I had a letter from airline I received when, but they wanted me to obtain more specific information from the airline as to what caused the cancellation and made it so hard I gave up. I still feel I'm robbed - if insurance doesn't cover losses incurred what good is it.

Assume they reject yours as it did not meet their t&c's? For me its clearly stated that they can reject you on certain grounds which is why I gave up caus it's black and white - i.e they don't pay cover cancellations resulting from airline technical issue - which is bull as it leaves me out of pocket and the airlines didn't reimburse me either.

Last editedby Chris Chamberlin at Jun 09, 2020, 11:58 AM.

GB18

Member since 24 Oct 2018

Total posts 16

I've had very good experiences with the AMEX insurance via my Velocity Platinum card on domestic flights with regards to accommodation for cancelled flights and damaged baggage (including surfboards) always paid within a few weeks of claim.

Internationally I take out a separate annual policy so I'm covered for the high risks associated with snowboarding particularly backcountry snow.

tommygun

Delta Air Lines - SkyMiles

Member since 16 Oct 2017

Total posts 135

There is a rule I think that airlines must provide accommodation, meals and alternative flights when you are travelling on a return ticket and you get stuck by cancellation at the port of return. Perhaps others can add to this?

Metoo

Qantas - Qantas Frequent Flyer

Member since 25 Nov 2016

Total posts 91

I switched from Covermore to 1Cover and it was a good choice. This is backed up by a credit card insurance, usually Amex. The companies work it out after a claim is made. I would never rely on a credit card insurance policy only.

Dan22

Qantas - Qantas Frequent Flyer

Member since 07 Aug 2013

Total posts 86

Originally Posted by tommygun

There is a rule I think that airlines must provide accommodation, meals and alternative flights when you are travelling on a return ticket and you get stuck by cancellation at the port of return. Perhaps others can add to this?

They did provide accom and those benefits to non locals at Perth the night it got cancelled. But my issue was the accom I lost the following night I was supposed to be at my destination as well as a flight downgrade from SA to Mango to accommodate my disruption

SMM

Member since 01 Feb 2013

Total posts 7

Covermore notoriously bad and I would never use insurance linked to a credit card as it is always substandard.

Bindibuys

Qantas - Qantas Frequent Flyer

Member since 26 Feb 2016

Total posts 4

Just keep hounding Zurich. We have a company travel policy with them, boss injured overseas, kept knocking claims back, we kept back at them, ended up it took over 4 years, but he got a huge payout, along with the 156 weeks of weekly benefits. Their turn over of staff was unbelievable.

Ian_from_HKG

CX

Member since 05 Jun 2012

Total posts 56

tommygun, perhaps you are thinking about EU261, which doesn't cover flights by non-EU carriers flying into the EU but does cover all international flights departing from EU airports? That does mandate care (regardless of fault), and also mandates compensation in certain more limited circumstances which fall within the airline's control

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