Had an issue with Cover-More? Get a real response.
How to submit a complaint with Cover-More
Do not send a vague complaint to Cover-More. Use the complaints email and tie the issue to delays, cancellations, and refunds from the first paragraph.
- Start in the right place: Use the complaints email for Cover-More so the complaint lands with a team that can actually review it.
- Anchor the facts: Include your policy number, claim number, documents, photos, and prior emails and explain what went wrong with medical emergencies, trip cancellations, and lost baggage.
- Name the complaint theme: Say if the issue is about delays, cancellations, and refunds so it is routed properly.
- Ask for a concrete outcome: Spell out whether you want a claim review, payment correction, refund, reassessment, or a clear written explanation.
- Keep it on one thread: Ask for a written reference or acknowledgement and keep all follow-up in the same complaint trail.
Most Cover-More complaints move through logging, evidence review, and then a written position on what the business will do next.
- Acknowledgement: You should get a case number, email, or some written sign that Cover-More has logged the complaint.
- Review: The business will usually look at your policy number, claim number, documents, photos, and prior emails and the part of the service tied to the complaint.
- Response: A useful answer should explain what Cover-More found and whether it will offer a claim review, payment correction, refund, reassessment, or a clear written explanation.
- Push-back if needed: If the reply is vague or misses the key point, answer on the same thread and restate the unresolved issue in plain language.
Common complaints against Cover-More
The complaint themes most likely to matter for Cover-More are below. Use the one that best matches your issue.
- Delays: Delays that create extra cost, inconvenience, or missed connections.
- Cancellations: Cancelled services or bookings, especially where the refund or follow-up is poor.
- Refunds: Money being held up, only partly returned, or hard to chase down.
- Poor communication: Updates arriving late, vaguely, or not answering the actual issue.
Cover-More complaints submitted through Ajust
Escalation is strongest when you keep the same written history and the same unresolved point in front of Cover-More.
- Escalate internally first: Ask Cover-More to move the complaint to a manager, specialist complaints team, or formal review path.
- Keep the same chronology: Do not restart from scratch. Re-send the timeline, evidence, and the outcome you still want.
- Move externally when the internal process stalls: If the business still does not deal with it properly, the practical next step is usually AFCA after the insurer's internal dispute resolution process.
Complaints about Cover-More do not have to end with the internal response, especially if the complaint still turns on delays, cancellations, and refunds.
- Main external path: AFCA after the insurer's internal dispute resolution process
- Why this route matters: ASIC or APRA may matter in the background, but AFCA is normally the consumer complaint route.
- Before you escalate: Keep your full Cover-More complaint trail together, including receipts, screenshots, emails, and any written responses.
Use one of these official Cover-More complaint routes first. If possible, keep the complaint in writing.
Cover-More Complaints FAQs
Which channel should I use to complain to Cover-More?
The best starting point is usually the complaints email. Use the route that already owns the service record or account history.
What happens after I submit a complaint to Cover-More?
Expect Cover-More to review the records, ask for more detail if needed, and then issue a written position or proposed fix.
What are the most common complaints about Cover-More?
Most complaints in this provider type revolve around delays, cancellations, and refunds. If your issue fits one of those patterns, say so directly.
What is the external complaint path if Cover-More does not resolve it?
The external route depends on the provider type, but for this business the main pathway is AFCA after the insurer's internal dispute resolution process.
You’ve done your part, now it’s time to hold Cover-More accountable.
Take the final step and submit a complaint that gets seen and responded to.