FAQs: Managing your Cover-More travel insurance policy online 

To log in to manage your policy online, you will need access to your Certificate of Insurance and the mobile phone associated with your policy.

You will be asked the enter details appearing on your Certificate of Insurance. We will then send a one-time password to the mobile number associated with your policy, to verify your identity.

Once you receive the password, enter it in to begin managing your policy online.

Please ensure you enter all 12 digits of your policy number.

Then, ensure the primary traveller’s name is entered in exactly as it appears on the Certificate of Insurance.

If you still cannot log in, please contact 1300 728 822 during Australian business hours for assistance.

If you do not receive the one-time password to your mobile phone, please ensure the mobile number listed on your policy is accurate. Then, click “Resend Verification Code”.

If the code still does not come through, please contact 1300 728 822 during Australian business hours for assistance.

No, you cannot make changes to your policy once you’re commenced your trip.

You can, however, make changes right until the day before the travel start date shown on your Certificate of Insurance.

Have you already started your trip or are you heading off today?

You will only be able to make changes to your policy online before your travel start date shown on your Certificate of Insurance.

After this date, please contact 1300 728 822 during Australian business hours for assistance with amending your policy.

You will be able to edit the following elements of your policy online, as long as you log in before the travel start date noted on your Certificate of Insurance:

• Traveller name
• Traveller contact details (Your email address can also be amended after you have commenced your trip)
• Travel dates
• Travel insurance plan (e.g. Changing International Comprehensive Plan to International Comprehensive+ Plan)
• Options to vary your cover (e.g. Adding Adventure cover, Cruise Cover, Snow Sports or Motorcycle/Moped cover Cancellation cover or increased Luggage Item Limits)

To amend any other elements of your policy, please contact 1300 728 822 during Australian business hours for assistance.

Unfortunately, you will be not able to edit the following elements of your policy online:

• Your destination
• Any existing medical conditions
• Previously purchased options to vary cover
• Dates (once you have commenced your trip)

Please contact 1300 728 822 during Australian business hours for assistance with amending the above details.

The premium for your policy is influenced by your travel destination. Our priority is to ensure that you have the appropriate coverage for your specific needs, regardless of where you are in the world. For this reason, we don't offer the option to change destinations online.

However, if you contact 1300 728 822 during Australian business hours before you begin your trip, we can help you amend your destination.

If there have been changes to your medical condition since the initial assessment, if you have developed a new medical condition, or if you did not let us know of an existing medical condition, it is important we arrange an assessment or re-assessment.

These changes may have an impact on your eligibility for coverage, and our priority is to ensure that you have the appropriate and updated coverage to meet your needs.

If you need to update or inform us regarding a medical condition, please contact 1300 728 822 during Australian business hours for assistance.

Yes, you can edit your travel dates if you would like to travel for a longer period of time. This can only be edited before the travel start date on your Certificate of Insurance.

The maximum coverage period for a single policy is 12 months, so you cannot extend your travel dates to more than 12 months from the travel start date noted on your Certificate of Insurance.

Unfortunately, you cannot decrease the length of your trip online. To do this, please contact 1300 728 822 during Australian business hours for assistance.

Insurance policies are interpreted according to the law of the Australian state or territory in which they are issued. The amount charged is calculated to cover the risk and any relevant government charges (e.g. GST and stamp duty), which vary between states and territories. This is why the state of residence field cannot be edited using the portal.

If you need to amend your state of residence, please contact 1300 728 822 during Australian business hours for assistance.

To add an additional traveller to your policy, you will need to cancel the existing policy online. Then, proceed to purchase a new policy through our website.

Please note that refunds typically take 2-10 business days to appear in your account, depending on your bank's processing time. We understand that this may cause some inconvenience, and we apologise for the inconvenience caused. We are actively working on implementing a feature that will simplify this process in the future.

To remove a traveller from your policy, you will need to cancel the existing policy online. Then, proceed to purchase a new policy through our website.

Please note that refunds typically take 2-10 business days to appear in your account, depending on your bank's processing time. We understand that this may cause some inconvenience, and we apologise for the inconvenience caused. We are actively working on implementing a feature that will simplify this process in the future.

You have the flexibility to vary your policy online by adding coverage for additional activities. However, if you wish to remove or modify the level of cover for any previously included additional activities, it is important that we discuss your options with you.

Our priority is to ensure that you are able to select appropriate coverage for your trip, , helping to keep you protected when travelling and when participating in those activities that can be covered by your policy.

That’s why you’ll need to contact 1300 728 822 during Australian business hours for assistance with this.

You can customise your policy online through adding options to vary your cover.

However, if you would like to modify the levels of cancellation cover or luggage limits that were previously included in your policy, it is important for us to discuss your options with you first to make sure you have the appropriate cover.

That’s why you will need to speak to our customer service team on 1300 728 822 for assistance with amending your cancellation or luggage limits.

Yes, you may cancel your policy online. However, you can only do this before the travel start date noted on your Certificate of Insurance, upon confirming you currently do not intend on making a claim, have a pending claim, or a completed claim with us on your policy.

Once you cancel your policy, you will receive an email confirming your cancellation.

The most convenient way to purchase a new policy is through our website. By visiting the website, you can easily obtain a quote and complete the purchase process in one transaction. Once the payment is submitted, the policy documentation will be emailed to you.

However, it is important to note that if you have already cancelled your policy, you will not be able to submit a claim for any previous events. In the event of an error or if you believe the policy was mistakenly cancelled, please inform us when submitting a claim. Our claims team will take this into consideration when evaluating your eligibility.

You will receive an email containing your Certificate of Insurance when you first purchase your policy, and every time you make changes to your policy online and through contacting the customer service team.

To reduce confusion, it’s best to delete or archive all previous emails and keep the most recent email containing your Certificate of Insurance for your records. Before doing so, please ensure that latest email accurately reflects all the changes you intended to make.