Manage Covermore

How to cancel your covermore travel insurance and get your money back

What covermore is and why you might want to cancel

Covermore operates as a travel insurance distributor and administrator for policies underwritten by Zurich Australian Insurance Limited. You can purchase single-trip, inbound, or annual multi-trip travel insurance plans across three domestic and three international tiers: Basic, Comprehensive, and Comprehensive+. Each tier includes different levels of overseas medical cover, luggage protection, travel delay limits, and optional add-ons like snow sports coverage or amendment and cancellation costs protection.

You might decide to cancel your Covermore policy for several reasons: your travel plans have changed, you found a cheaper alternative, you no longer need the cover, or you purchased the policy by mistake. Whatever your reason, understanding your cancellation rights under Australian Consumer Law and Covermore's own terms puts you in control of the outcome. At Stopee, we help you navigate this process with clarity and confidence.

Who underwriters and distributes covermore policies

Zurich Australian Insurance Limited underwrites the actual insurance product. Covermore acts as the distributor and administrator, meaning Covermore handles your enquiries, processes your cancellation request, and manages the refund. When you cancel, you will deal directly with Covermore as your first point of contact.

What cover you actually have

Your specific entitlements depend on which plan you purchased and whether you selected optional add-ons. Basic plans cover essential elements like luggage loss and limited medical expenses. Comprehensive tiers increase medical limits, add personal liability cover, and may include amendment or cancellation costs protection on certain variants. Only the higher tiers typically offer optional coverage for losses incurred if you need to cancel before departure.

Your rights under australian consumer law

Before you take any cancellation action, you must understand your legal foundation: the Australian Consumer Law protects you whether you are a consumer or a small business buying travel insurance for business purposes.

The 21-day cooling-off period

Covermore publishes a 21-day cooling-off period from the date of purchase. Within this window, you may cancel your policy for any reason and receive a full refund, provided you have not yet departed on your journey or lodged a claim. This is a contractual right set out in Covermore's Product Disclosure Statement (PDS).

You do not need to justify your cancellation within the cooling-off period. Simply contact Covermore, confirm your intention to cancel, and submit your request in writing. The 21-day period is your strongest position, and Stopee recommends acting quickly if you fall within this window.

Cancellations after the cooling-off period

Once 21 days have passed, you no longer have an automatic right to a full refund. However, Australian Consumer Law still protects you if the policy is unsuitable, misleading, or fails to match what you were promised at purchase. If Covermore misled you about cover limits, benefits, or exclusions, or if the policy is defective, you retain consumer rights to seek remedies including refunds, replacement, or compensation.

Outside the cooling-off period, Covermore will assess your cancellation under the PDS terms. They may deduct premium costs for the period you were covered, and they will typically refuse to refund any portion of the premium if you have already travelled or if the cover has been partly utilised.

Escalation to the australian financial complaints authority (AFCA)

If Covermore refuses your cancellation request or you believe you have been treated unfairly, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA is a free, independent dispute-resolution service that investigates complaints about insurance providers. You can escalate to AFCA if Covermore has not resolved your dispute within 30 calendar days or if you remain unhappy with their response.

How to cancel your covermore policy

The cancellation process requires you to initiate contact, submit your request in writing, and then track the refund through to receipt.

Before you start: gather your information

Locate your policy documents and note the following details so your cancellation is processed without delay:

• Your policy number (appears on your confirmation email and policy schedule).
• Your full name and date of birth as registered on the policy.
• The email address or phone number associated with your account.
• Your intended travel dates (the dates your cover was supposed to start and end).
• Your reason for cancellation (optional but helpful for clarity).

Step-by-step cancellation

1. Visit the Covermore website and locate the contact or cancellation page.
   • If you cannot find a dedicated cancellation link, scroll to the footer and look for "Contact us," "Customer service," or "Policy administration."
2. Contact Covermore directly via phone, email, or online chat.
   • By phone: Call Covermore's customer service line and request cancellation. Have your policy number ready.
   • By email: Send a written cancellation request to the customer service email address. Use the subject line "Policy cancellation request" and include your policy number in the first sentence.
   • By online chat: Use the live chat feature if available to initiate your cancellation. Ask the agent to send you a confirmation email of your request.
3. Confirm your cancellation in writing within 24 hours if you initiated cancellation by phone or chat.
   • Pro tip: Always follow up a verbal cancellation with an email that states: "I wish to cancel my Covermore policy number [your number] effective immediately" and your full name. This creates a written record.
4. Request a written confirmation of your cancellation request.
   • Covermore should email you a cancellation confirmation or reference number. Keep this for your records.
   • If no confirmation arrives within 2 business days, follow up by email and ask for immediate acknowledgement.
5. Monitor your email for refund status updates.
   • Covermore will notify you by email when your refund has been processed and will advise the expected timeline (usually 5-10 business days for bank transfer).
6. Verify the refund has reached your account.
   • Check your bank statement for the credit. If the refund has not appeared within the stated timeframe, contact Covermore again and request a refund status update.

Warning: Do not delay sending your written cancellation request. If you cancel by phone, Covermore may claim they never received your instruction if you do not follow up in writing. Email creates an irrefutable record that protects you.

What to expect after you cancel

Cancelling a travel insurance policy is not instantaneous, and understanding the timeline helps you plan accordingly.

Processing timeframes

Covermore typically processes cancellations within 5-10 business days from the date they receive your written request. However, review data shows significant variability. Some customers report refunds appearing in their bank account within 3 business days, while others have waited 3-4 weeks. The timeframe depends on your bank, whether Covermore requests additional documentation, and the volume of cancellations Covermore is processing.

If your cancellation falls within the 21-day cooling-off period, you should receive a full refund. If you are cancelling outside the cooling-off period, Covermore will calculate any premium deductions for the period you were covered and refund the balance.

What happens to your cover

Once you submit a cancellation request, your policy does not terminate automatically. Your cover remains active until Covermore confirms cancellation in writing. If you travel before the cancellation is finalised, your cover will still apply. If you do not travel and Covermore confirms cancellation, you lose all cover retroactively.

Pro tip: Only submit a cancellation request once you are certain you will not be travelling. If you think you might still take the trip, wait until you have confirmed the trip is cancelled before contacting Covermore.

Refunds: how much you will receive

Your refund amount depends on when you cancel and whether your policy qualifies for cancellation costs cover.

Refunds within the cooling-off period

If you cancel within 21 days of purchase and have not departed, you receive a full refund of your premium. Covermore may deduct a small administration fee (typically $10-20) if expressly permitted by the PDS, but this is uncommon in retail travel policies. In most cases, you get back everything you paid.

Refunds after the cooling-off period

Once the 21-day window closes, Covermore calculates your refund using the following formula:

Refund = Full premium - (Daily premium rate × Number of days of cover used)

For example, if you paid $200 for a 14-day trip and you cancel after 3 days, Covermore will deduct the cost of those 3 days and refund the remainder. The exact deduction depends on the daily cost, which varies by plan and individual circumstances.

Claims under cancellation-costs cover

If your policy includes amendment or cancellation costs cover (available on Comprehensive and Comprehensive+ tiers), you may be entitled to claim the cost of unrecoverable expenses if you need to cancel before departure. This is not a refund of your insurance premium; it is a claim on the cancellation-costs benefit within your policy. To succeed with this claim, you must provide documentary evidence of supplier refund refusals or unrecoverable costs (such as non-refundable accommodation, flights, or tours).

This claim process is separate from policy cancellation. You can claim cancellation costs while keeping your policy active, or you can claim and then cancel. Stopee advises keeping your policy active if you believe you have a valid cancellation-costs claim, as cancelling first removes your ability to claim.

Common mistakes to avoid when cancelling

Cancelling travel insurance feels straightforward, but small errors can delay your refund or result in refund denial.

Not cancelling in writing

Many customers cancel by phone and assume the job is done. Covermore representatives may not log your cancellation correctly, or the company may deny receiving your instruction if a dispute arises later. Always cancel in writing via email and keep a copy of your cancellation message. This is your proof that you acted within the cooling-off period or that you formally requested cancellation on a specific date.

Waiting too long to cancel within the cooling-off period

The 21-day cooling-off period is not a suggestion; it is a hard deadline. If you send a cancellation request on day 22, you no longer qualify for an automatic full refund. Count from the date of purchase (shown on your confirmation email) and ensure your written cancellation arrives before day 21 ends. Pro tip: Send your cancellation email on day 15 or earlier to build in a safety buffer for email delivery delays.

Failing to follow up on cancellation confirmation

Covermore sends you a cancellation reference number or confirmation email. If you do not receive this within 2 business days, follow up immediately. Some customers assume their cancellation is processed simply because they sent an email, only to discover weeks later that Covermore never actioned the request. Always obtain written confirmation before you consider your cancellation final.

Not checking the PDS for specific terms

Each Covermore plan has slightly different cancellation terms set out in the PDS. Some plans may have shorter or longer cooling-off periods, or different deduction rules. If you do not read the PDS, you may have unrealistic expectations about your refund. Request a copy of your PDS from Covermore (or download it from their website) and review the cancellation and refund section before you submit your cancellation request.

Attempting to cancel if you have already claimed

Once you lodge a claim against your policy, you cannot cancel and expect a refund of your premium. If you have already claimed for luggage loss, medical expenses, or any other benefit, Covermore will refuse your cancellation request. Review whether you have made any claims before you attempt to cancel.

Pricing breakdown for covermore plans

Refund amounts depend on your plan tier and how much cover you have used. Here is an overview of Covermore's plan structure to help you understand what you purchased and what you might receive back.

Premiums are quote-specific and vary based on your age, trip length, destinations, and optional extras. The ranges shown are typical for standard travel scenarios. Your actual premium may differ.

Choosing whether to cancel or keep your covermore policy

Not every situation calls for cancellation. Consider these factors before you decide.

Reasons you should cancel

• Your travel dates have moved and you no longer need cover for the original dates.
• Your destination has changed and the new location requires different cover or is excluded from your policy.
• You have found a significantly cheaper policy that covers the same trip (and you are still within the cooling-off period of the new policy).
• You purchased the policy by mistake and have not yet travelled.
• Your policy is unsuitable or was sold to you based on misleading information.

Reasons you should keep your covermore policy

• You are outside the 21-day cooling-off period and the refund would be minimal after deductions.
• Your trip is departing within the next 7 days; cancellation and purchasing replacement cover introduces risk.
• You have optional add-ons (snow sports, adventure activities) that you use, and other insurers do not offer the same cover at similar cost.
• You have not travelled yet and wish to preserve the option to claim if your trip is disrupted due to illness, injury, or other covered events.

What to do if covermore refuses your cancellation

Occasionally, Covermore will refuse a cancellation request or dispute your refund entitlement. You have several escalation options.

Ask for a written explanation

If Covermore denies your cancellation, request a detailed written explanation citing the specific PDS clause or reason. Do not accept a verbal refusal. Insist on a written response so you have documentation for any future dispute.

Review your PDS and check your facts

Re-read the cancellation and refund section of your PDS and confirm that Covermore's refusal is correct. If you believe they have misapplied the terms, reply in writing with your interpretation and request a reconsideration.

Lodge a complaint with covermore internally

If the customer service team refuses your cancellation, escalate the matter to Covermore's complaints department. Send a formal written complaint that sets out the facts, the relevant PDS clause, and your desired outcome (full or partial refund). Covermore must respond to your complaint in writing within 30 calendar days.

Escalate to AFCA

If Covermore does not resolve your dispute within 30 days or if you remain unhappy with their response, lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA will investigate at no cost to you and may order Covermore to refund your premium if it finds in your favour. You can lodge a complaint with AFCA online at afca.org.au or by phone.

Stopee encourages you to exhaust internal complaints first, but do not hesitate to escalate to AFCA if Covermore is unreasonable. AFCA has the authority to compel insurers to remedy unfair treatment.

Practical checklist for cancelling covermore

Use this checklist to ensure you do not miss any steps.

• ☐ Locate your policy number on your confirmation email or policy schedule.
• ☐ Check your purchase date and calculate whether you are within 21 days.
• ☐ Download or request a copy of your PDS and review the cancellation terms.
• ☐ Confirm your cover has not been used (you have not travelled or claimed).
• ☐ Prepare your cancellation email with policy number, full name, and clear statement: "I wish to cancel effective immediately."
• ☐ Send the cancellation email to Covermore's customer service address.
• ☐ Save a copy of your cancellation email for your records.
• ☐ Wait for written cancellation confirmation from Covermore (usually within 2 business days).
• ☐ Note the cancellation reference number in your records.
• ☐ Monitor your bank account for the refund (expect 5-10 business days).
• ☐ If no refund appears after 10 business days, contact Covermore for a status update.
• ☐ Keep all confirmation emails and correspondence until the refund is received.

Customer reviews and real experiences with covermore cancellations

Understanding what other customers have experienced with Covermore cancellations helps you set realistic expectations.

What customers report about refunds

Review sites and consumer forums show mixed outcomes. Customers who cancel within 21 days typically report straightforward refunds without delay. One reviewer noted: "Cancelled within the cooling-off period and received my full refund within 4 business days. Easy process."

Conversely, customers cancelling outside the cooling-off period report longer processing times and more detailed documentation requests. Another reviewer stated: "Cancelled after the cooling-off period and Covermore asked for proof of my hotel refusal before processing my refund. Took 3 weeks total, but I did receive a pro-rata amount."

Common frustrations

Several reviews mention delays in receiving cancellation confirmation and slow communication when chasing refund status. One customer commented: "I emailed cancellation and heard nothing for 5 days. I had to phone them to confirm they received my email." This emphasises the importance of following up in writing and not assuming silence means approval.

Positive patterns

Customers who provided complete documentation upfront and cancelled in writing reported faster outcomes. Those who were proactive in following up and keeping records noted that disputes were resolved faster when they could point to written evidence of their cancellation request date.

Comparing cancellation policies: covermore versus other travel insurers

To help you decide whether Covermore is the right choice for your next trip, here is how their cancellation terms compare to other major Australian travel insurers.

Covermore's 21-day cooling-off period matches the industry standard in Australia. Their refund processing times are competitive, though some competitors offer longer cooling-off windows. If extended amendment cover is important to you, Comprehensive+ plans offer this, but you pay a premium.

Getting help from stopee

Navigating the cancellation process alone can feel overwhelming, especially when timelines and technical PDS language are involved. Stopee is here to guide you through every step.

Whether you need clarity on your cancellation rights, help drafting a cancellation email, or support escalating a dispute with Covermore to AFCA, Stopee has helped thousands of consumers cancel travel insurance policies, recover refunds, and understand their entitlements under Australian Consumer Law. Our expert advisors know the common pitfalls, track the typical refund timelines, and will advise you on the strongest approach for your situation.

Visit Stopee today to review your specific cancellation scenario, access templates and step-by-step guides, and connect with support if Covermore is not responding fairly. Stopee empowers you to take control of your cancellation and secure the refund you deserve.

Contact information

To cancel your Covermore policy directly, use these contact methods:

• Phone: Call Covermore's customer service line (check your policy document or the Covermore website for the current number).
• Email: Send your cancellation request to Covermore's customer service email address (listed on the Covermore website or your policy confirmation).
• Online: Log into your Covermore account on their website and look for a policy management or cancellation option.
• Post: Write to Covermore's postal address (listed on your policy schedule) if you prefer a formal, traceable method.

For complaint escalation or if Covermore refuses your cancellation, contact the Australian Financial Complaints Authority (AFCA) at www.afca.org.au or call 1800 931 678.

Stopee remains your trusted partner in cancellation navigation. Our mission is to empower Australian consumers with clear, actionable advice and unwavering support when facing difficult cancellation disputes. With Stopee by your side, you are never alone in recovering what you are entitled to.