Refund FAQs for Customers Impacted by COVID-19

Customers who have a policy with a departure date from 24 March 2020. These dates align with the Australian Government’s international travel ban.

Customers who were set to depart from 24 March 2020 AND who meet one of the following conditions.

• Have a domestic or international single trip policy that is yet to be cancelled.
• Have already received a partial refund and require the remaining portion of premium to be returned. Further information regarding partially refunded policies can be found below.
• Have an Annual Multi-Trip policy with a proportion remaining as at 24 March 2020. Further information regarding Annual Multi-Trip policies can be found below.
• Made a cancellation claim for COVID-19 that was declined.

Customers who have already elected to convert their policy into a Cover-More Credit Note can request a cash refund.

A customer must not have commenced the journey or have made a claim against the policy, other than a cancellation claim for COVID-19 that was subsequently declined.

If you’ve already received a partial refund on a Single Trip policy, you don’t need to apply to receive the balance. We’ll refund the remaining portion via the payment method you used to purchase your policy.

This means that if you purchased via your credit card, then the payment will be automatically processed back onto the same card. If that card has expired or is no longer valid, you will need to contact our call centre on 1300 72 88 22 to arrange an alternative payment method.

If you purchased your policy via one of our preferred partners, they will facilitate the refund for you. This may take up to 15 business days due to processing timelines.

If you are yet to cancel your policy and have not travelled or will not be travelling within the above dates you can email [email protected] or contact customer service on 1300 728 822 to request a refund.

If you are yet to cancel your policy and would like a credit note you can advise your travel agent or email us directly on [email protected] so we can organise this for you.

For an Annual Multi-Trip policy that has already commenced, a partial refund will be offered based on the number of months left on the policy as at 24 March 2020.

If the start date of your Annual Multi-Trip policy is from 24 March 2020 a full refund will be available.

If you would like to apply for a refund, you must advise your agent or contact us directly via our refunds email [email protected] so we can assess each policy individually.

Refunds may take up to 15 business days.

Yes, we are. Credit notes are available for single trip policies with a travel date from 24 March 2020.

Credit is for 100% of the value of the policy and valid for two (2) years from the original date of departure.

If you choose a Credit Note and you change your mind at a later date you are still eligible to receive a full cash refund and the Credit Note will be considered void. Please note that this will only be valid for two (2) years from the original date of departure.

If you are yet to cancel your policy and would like a credit note you can advise your travel agent or contact us directly on [email protected] so we can organise this for you.

Credit notes that have already been issued can be converted to a refund.

You may have previously agreed to different Terms and Conditions whereby the credit note was not refundable for cash. We have now updated these terms and are retrospectively applying them to all credit notes issued from 14 April 2020.

If you would like a cash refund of your credit note, contact your agent or email us on [email protected].

Credit notes are valid for two (2) years from the date of departure for the travel insurance policy you have cancelled. You can buy new travel insurance with this credit note within that two (2) year period. You cannot transfer your credit note to anyone else. You can ask Cover-More to refund to you any value that you have not used to buy new travel insurance in that two (2) year period.

The credit note is valid for multiple policies up to the value stated on the credit note. If the premium of the new travel insurance is greater than the value remaining on the credit note, you must pay the difference. If the premium of the new travel insurance is less than the credit note, the amount will be recorded on the credit note, and you can use that amount to buy more travel insurance up until the date of expiry of your credit note.

The new travel insurance policy’s conditions may differ from the travel insurance policy you cancelled.

If you buy new travel insurance, we may re-assess any ‘existing medical conditions’ you may have, or additional cover options you may request.

You cannot make a claim under the travel insurance policy you have cancelled, and you cannot claim under any new travel insurance policy until you have purchased such a policy (by, for example, using your credit note).

You can redeem your Cover-More credit note through your preferred travel agent or Cover-More directly by emailing us on [email protected].

We will continue to monitor the situation and amend our policy accordingly. We will update our website if there are any changes to our credit note and refund policy.