Cover-More UK Reviews 7

AVOID, AVOID, AVOID!!! Pressured into taking out Platinum Excess Insurance with a cleverly worded email detailing a huge increase in cost after the car hire pickup time I took out the cover due to a very high excess on the hire car insurance. On arrival to collect the car an administration issue made it impossible to complete the car hire. I telephoned the 'help line' to be told the policy had to be cancelled BEFORE the collection time. Tried to explain to the curt and very rude operator, that the issue only occurred during the attempt to collect the car to be told "I can't help you, we will not cancel or transfer the policy... have a nice day". DO NOT USE THIS COMPANY!!!

I submitted a travel insurance claim (Claim No. 246200) on July 9, 2025, involving a time-sensitive personal liability situation. Despite following all procedures and contacting Reactive Claims and Cover-More multiple times - including a formal complaint on July 16 and a follow-up to senior management (Covermore’s CEO and UK MD) on July 23 – I’ve received no acknowledgment or response whatsoever.

Due to their complete inaction, I was forced to make an out-of-pocket payment under threat of legal and police action from a property owner abroad. This caused a lot of financial stress!

I am deeply disappointed by the lack of professionalism, transparency, and basic customer support. I will be escalating this to the Financial Ombudsman Service and would urge others to think twice before relying on this provider for support in a crisis.

Cover More – you have failed to meet the most basic standards of service

I took out platinum cover with this insurance company for a car hire in Spain. I had to make a claim due to almost 1000 Euro bill I was hit with for a puncture on the last day of the car hire.

To my horror, I discovered that this company had used a third-party insurance company to provide the actual cover, a company called Defend Insurance.

I put my claim in with Defend Insurance on my return and waited. They said the claim should be dealt with in 5 days, 15 days at the most. Well it has been almost three months now and all I have had is automated emails telling me to be patient every time I chase them.

I checked and although they have an office in the UK, they are actually based in Eastern Europe. Ringing them is a waste of time, just a recorded message.

As a tip for anyone unlucky enough to have to make a claim with this company. You need to make a complaint and then wait 60 days before you can go to the financial ombudsman. So I would suggest getting that complaint in early, as this company doesn't seem to care about their customers. They just take money and then give the silent treatment if you need to make a claim.

I raised a complaint with both companies and they have gone silent. So now I'm waiting the statutory number of days until I can make a complaint to the Ombudsman. This seems like a scam and I can see many similar bad reviews on TrustPilot. I hope the FSC close this awful insurance company down before they steal from more people.

"Congratulations – you’ve guaranteed yourself greater peace of mind with our Platinum Excess Waiver.

Your policy number is: 60154252.

Attached to this email as a PDF document you’ll find your Platinum Excess Waiver Policy wording and Certificate of Insurance.

It’s important that you keep these documents safe as they explain what you’re covered for in detail and it also tells you what you’d have to do if you needed to make a claim.

If you would like to receive a copy of your documents by post, please send an email to infoinsurance-at-covermore.com stating your full address."

Purchased insurance via Cover-More's trademark company/business, icarhireinsurance.com. The actual insurance appears to be outsourced to a company in Prague.

July 23rd: Had an accident in Italy without any other vehicle or persons involved and no injuries. My first ever accident, and first ever insurance claim.

July 26th: Returned the car, paid the charges, got the required paperwork from the car rental company.

July 27th: Attempted to raise a claim as instructed, via the defend-online.eu form (which seems to be an entirely different company). I didn't have a credit card statement showing the payment made to the car rental, because it hadn't yet been generated by the bank. The webpage stated that if you didn't have all the documents, you could still submit and and add the rest later. You cannot, the form won't let you.

Using the only address I could find, customerservice at icarhireinsurance.com, I emailed to state this problem. They replied they couldn't help, and to contact carhireexcessclaims at defendinsurance.co.uk which I did. Had an autoreply, but never received any human response.

July 29th: Managed to generate a transaction statement from my bank instead. Submitted the claim. Received an automatic email (DEFEND#67611) that states claims are taking 15 business days to process but "Claims submitted through our website are processed within 5 business days."

August 15th: Emailed to ask if there were problems processing the claim. Got another autoreply email.

August 17th: 14 business days later no update.

August 19th: Received a reply noting that the claim had been logged into the system and issued with Claim Number 24070931, with a request for more information - a bank statement showing the exchange rate, and clarification why I hadn't been charged for some other bits on the bill.

August 22nd: Information provided as best I can and asked if this was sufficient. Got another autoreply email.

September 16th: Replied to ask if there was a problem with the information provided. Got another autoreply email.

There's no portal to track your claim progress sadly so it's just a case of sending the information and waiting. It feels like a very stressful, concerning black box process. All while the payment performed via credit card is being charged interest.

After booking a holiday though flight centre to Australia and getting insurance though cover more for me and my wife Brenda at a price of 1021.58 and after the holiday was cancelled due to Coronavirs we got the flight Money back which flight centre sorted out and was informed that they would claim are insurance money back as well but when it come to it covermore said we could not get are money back as we went over the 14 day claim back period which due to coronavirus which was beyond are control as we paid for it in 17/03/20 so we have lost 1021.58 and would of thought due to such a problem with coronavirus which was not are fault and they would of gave a refund for something that was no longer needed so I would not recommend this company for insurance as they have taken 1021.58 which has gone straight in to there account for something that was not needed and is a lot of money to lose being retired and over the age of 70 which took a long time to save for a holiday of a life time to see family which now is more than likely never to happen due to having to raise such a figure of money in the first place

I bought travel insurance from Covermore for a once in a lifetime holiday costing over £700. We then found ourselves in New Zealand having to head home as we were unable to continue our journey and the FCO had told everyone to go home due to Covid-19. We spent many hours whilst in New Zealand trying to contact them with no luck. We managed to book a flight home at our own expense. They have refused to pay the cost of this and the cost of the unused part of our trip that we can’t recover from Flight Centre. We also had to cut our trip severely and they have also not offered any refund for the unused portion. Would never recommend using them as they want their cake and eat it. They do not care about their customers.

My wife and I were due to fly to the USA for a fly/drive holiday in April 2020. It was an 'off the shelf' holiday with tweaks. Flight Centre arranged Covermore insurance for myself (66) and my wife (64) who had a stroke two years ago - £5500 holiday (Flight Centre) + £450 insurance (Covermore).

We have received a part refund from Flight Centre, but we have not received any refund from Covermore, who won't even reply to our emails or letters.