Travel insurance company Cover-More has extended an olive branch to customers, offering full premium refunds to those unable to travel because of Australian Government bans resulting from the COVID-19 pandemic.
The company has been under some scrutiny by consumers upset at not receiving full premium refunds.
Judith Crompton, Cover-More's CEO for Asia Pacific, said full refunds for about 250,000 customers will be available commencing in late July, as the company completed a user-friendly system for the complex refund process.
This process will include single and annual policies purchased from travel agents and partners, as well as those purchased directly from Cover-More online.
"We would have liked to start our full refund process earlier, however, we want to ensure a low-touch process that is as efficient and seamless as it can be. The last thing that concerned and disappointed travellers need right now is more confusion, hassle or inconvenience," Ms Crompton said.
Ms Crompton said that Cover-More's team of IT, underwriting and product specialists have been designing and building the core IT infrastructure to enable a simple, user-friendly full refund process for the past eight weeks.
"At this stage, full refunds will be available to eligible customers whose travel dates fall between March 24 and September 17, 2020. If required, we will extend this timeframe in line with Australian Government advisories."
Details of Cover-More's travel insurance premium refund process are as follows:
- Cover-More Travel Insurance confirms 100 per cent premium refunds, amongst other options, are available to customers who are unable to travel due to Australian Government travel ban in response to COVID-19.
- At this stage, full refunds are available to customers whose travel dates fall between 24 March and 17 September 2020. If required, this timeframe will be extended in line with Australian Government travel advisories.
- Customers who have already received a partial refund will be eligible for a top-up payment to the full amount.
- Customers who have already opted for a credit note will be eligible to receive a full refund instead of a credit note if they prefer. More details will be available shortly.
- Customers with Annual Multi Trip policies will be eligible to receive a pro-rata refund based on the term remaining, back dated to March 24, 2020. More details will be available shortly.
Flight Centre - Give us our refunds page admin Adam Glezer, of Melbourne, welcomed the news from Cover-More insurance.
The Facebook page was set up to provide support and information to travellers trying to secure refunds from the travel industry as a result of COVID-19.
A number of page members had expressed frustration with Cover-More.
"I reckon it's great they've actually come to the party, they've realised it's a really tough time for Australians, they know that every dollar counts and I do look at it as a win for the consumers," Mr Glezer said.
"I'm delighted ... they are now offering the 100 per cent.
"I am genuinely hoping that the other companies, the travel agencies and airlines that are currently not doing the right thing by customers, follow suit and start doing the right thing and refunding customers as they should be," he said.