Coverwise Reviews

Name: Coverwise
Address: 77 79 High Street Steyning West Sussex, West Sussex
Rating: 1.17

1.2 Rating 135 Reviews

4 %

of reviewers recommend Coverwise

1.2

Based on 135 reviews

Customer Service
Communication Channels	Telephone
Queries Resolved In	Over A Week

About Coverwise:

Coverwise Travel Insurance, prices from just £1.76 - Experienced at providing great value, comprehensive travel insurance. Coverwise – Low cost Travel Insurance offering great cover, easy and efficient online purchase, payment and policy issue, UK customer service centres, 24/7 medical assistance.

Location:

77 79 High Street Steyning West Sussex
West Sussex
BN44 3RE

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Anonymous

Anonymous // 01/01/2019

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“This is just another broker working for AXA. Yes, it is easy to sign up, maybe too easy. But when it comes to claim travel insurance (holiday cancelled due sudden health problems) they wash their hands, no help from them and send you to AXA portal, this is insurance company with notoriously bad reputation regarding claims, and by experience I can confirm they are very bad to deal with, and after long time they turned down genuine health claim. Recommendation is to avoid, coverwise do not provide the cover, only broker service and if something bad happens you really need the company to rely on. Coverwise together with AXA (the worst travel insurance company I ever dealt with) are definitely not to be trusted.”

Helpful Report

Posted 1 day ago

“I bought Axa travel insurance from cover wise and have claimed for travel insurance. Very bad experience with the claim and keeping rotating in circle of claim assessment and review from last 1+ month. I will not recommend to anyone else.”

Helpful Report

Posted 3 days ago

“This is a warning to others so that they don’t have the problems we have had with Coverwise/AXA travel insurance. Their pre-existing conditions are not clear, providing false information. We made a claim as I was very unwell with a serious condition and could not travel. However, because I had been treated for a small rash around my mouth the previous year (2023), which cleared up after 2 days of using ointment, they are treating this as a pre-existing condition for a policy I took out with them in 2004. Please be sure to inform them if you get a spot at the end of your nose, or a bout of earache, or any minor/temporary problem as they will not honour your claim. Besides this, they are rude, speak over you, send badly/misspelt correspondence and due to the dialect and call quality it makes communication impossible. The evidence they request to support the claim is never satisfactory and each request they make for further information differs, making the whole process a shambles. Mickey Mouse, unprofessional company, steer clear for your own good. They make you believe you are travelling with peace of mind but it is the complete opposite.”

Helpful Report

Posted 1 month ago

“I dread to think of anyone in real difficulty having to cope with these peoples awful attitude and system. I contacted them recently about a small claim. Before they eventually picked up, I had to listen to several long unrelated voice messages, followed by repetitive tinny grating music. When their person came on, there was very loud electrical interference on the line constantly throughout the call, and background noise of voices laughing and shouting so loud it almost drowned out what the person was saying . The person kept cutting out and coming back on .Their attitude was not good and voice not always clear. They did not want to explain only read from a crib sheet, sometimes they got distracted and read the wrong thing and then became garbled and snappy when I asked for an explanation. Overall it was the poorest customer service I have ever experienced and was really upsetting . I feel so sorry for any person who is in a vulnerable situation having to use this claims service,”

Helpful Report

Posted 1 month ago

“Unfortunately in my experience with a travel insurance claim it has been 3 months and I’ve had no update on my claim or when it will be assessed. I am having to now raise this with the financial ombudsman as AXA, who act on behalf of coverwise for claims, keep delaying assessing the claim. I’ve been told dates of when it will be reviewed by that just keep passing. Even after raising a complaint my claim is still being ignored. I would not recommend this company as this has been such a painful process in raising a travel insurance claim when it should be straightforward as all documentation and evidence has been supplied.”

Helpful Report

Posted 3 months ago

“Do not use!! I tried to make a claim for lost luggage only to be told that they do not pay out on luggage that has been checked into your airline. Total joke as this is usually when luggage is lost!”

Helpful Report

Posted 4 months ago

“Really bad organisation - I called them to let them know I was experiencing some eye inflammation due to dry eye which I was taking eye drops for (the equivalent of taking antibiotics for a chest infection lets say), the optician said I didn't need to let them know but I wanted to be honest as I had a trip coming up and was worrying that things may escalate such as getting an infection. I expected to have to pay a little more to cover this slight possibility, but instead was told I would now not be covered for anything to do with my eye (later on it was revealed that what she actually meant was that specific condition in my eye rather than anything to do with my eye - so basically inflammation), which I accepted in the end. But whilst I didn't know this, I had to take out another policy with Love it Cover it which were absolutely fine about it the eye inflammation for a reasonable price! I check back in with Cover Wise 3 months after my flare up, and even though the inflammation is gone, I am no longer covered for eye inflammation. I wish I hadn't done annual with them, as had I learned this from just the one trip, I'd have been long gone and stuck with Love it Cover it. It makes me think if you disclose hayfever, you'd get the same treatment! I have a friend who unfortunately was unfortunately going through cancer treatment last year who was never told with their provider that they weren't covered for support they may need abroad from their provider (thank god!) It's just really silly in my opinion, I've been with Cover Wise a few years, never had to claim anything and just feel it is extremely back to front to punish honesty. I can't get out of my annual policy so just a warning to all - be careful with what you are honest about if it is just minor and likely to be a one time thing, and I certainly wouldn't recommend going annual.”

Helpful Report

Posted 4 months ago

“Very polite when it comes to take your money and set up the policy. When you mis your flight they will find any reason to say you're not covered. Following missing my connection flight, I contacted them to make a claim, the agent decided straightaway that I'm not covered. Apparently Coverwise has not panel and discuss cases by case. Instead the agent who answers the phone can decide that it's not covered. Never insure with them again.”

Helpful Report

Posted 4 months ago

“I had a damaged luggage with one of the wheels forcefully detached and with cracks at the bottom. I made my complaint with the airline and shared with AXA. I sent them the documents they required and photos of the damaged luggage to point out that I can’t use it due to it being 25kg and can’t stand on its own and a possibility of the cracks to get wider and eventually all my stuff coming out of it while traveling. They’ve declined my claim twice and they said it’s not covered on my policy which says - damage to suitcases (unless the suitcases are entirely unusable as a result of one single incidence of damage). Therefore, they expect me to travel back to London with this damaged suitcase not to mention the difficulty and stress. I wasn’t asking much as I need to buy a new one. You might be giving them 5 stars at the start because it’s quick and cheap but wait until you make a claim because they’re totally unreliable, useless and not helpful at all. Will be cancelling my auto renewal.”

Helpful Report

Posted 6 months ago

“I went into hospital while on holiday I couldn’t get hold of anyone on the emergency number and so had to pay for a scan and operation out of my own money. While in hospital my sister in the uk managed to talk to someone and passed the number onto me. After leaving hospital I had to return home asap as they had found another urgent problem. I spoke to an agent who advised me to get a fit to fly certificate and then to book my own flight home as it would be much quicker than they could do. As it stands I’m £4,000 out of pocket on my cards and every time I contact them they ask for the same receipts which I have sent 3 times now. I have asked to speak to the person dealing with my claim but they tell me it’s not possible. Nobody from this company has ever been in touch with me and I believe now that it’s just one big scam and I will never see my money. To top it off I’m now getting constant calls from the hospital all times of night telling me that the insurance company has told them that I must pay the balance and claim it from them, something that is impossible being a pensioner and it was my trip of a lifetime before I got too old.”

Helpful Report

Posted 9 months ago

“Reading reviews I held no hope that I would get a refund for my holiday. I had a family issue before leaving so couldn’t go. I spoke with them and sent all documents required. At first they declined my claim as an error occurred by them but once resolved they actually paid out. And it didn’t take long. All staff were very helpful always answered the call. So from my point I have no issues. Thank-you AXA cover-wise. 5* from me!!”

Helpful Report

Posted 10 months ago

“This is an update of my experience with coverwise after nearly two years we have a result I got the runaround so sent in the big guns my wife she got the ombudsman involved and finally the claim was paid. So please do not give up. And you don’t mess with the boss.”

Helpful Report

Posted 11 months ago

“I had to visit a hospital during my travel in 2021. Called them literally 32 times to follow up - the customer service gave me the number as I have lost count. I filed a case to ombudsman to put pressure and get compensation. 1,5 years later I still haven’t received a penny from the insurance. The case is still open and I am still waiting. I don’t know how this company has 4+ stars in the trustpilot. But I know I couldn’t find any google reviews.”

Helpful Report

Posted 1 year ago

“Not fit for purpose. We have tried to claim for our loss of holiday due to technical issues regarding security and air traffic control issues meaning we missed the flight. We tried to contest initial decline letter that inferred it was because we missed the flight. We tried to challenge. All our supporting docs from airline and holiday company confirming not our fault and t technical issues were sent to coverwise and we realised after a month they had not looked at the information, confirmed when we spoke to a very vague customer service advisor Next decline letter came citing vague acknowledgment of additional info but sticking to original decision. We did NOT miss our flight!!! Technical issues prevented us from reaching our tour. We are going to complain. DO NOT USE Coverwise!!”

Helpful Report

Posted 1 year ago

“I bought a travel insurance for AXA via coverwise. I submitted the claim since June 23. The claim department is terrible and extremely unprofessional. I have been asked the same question several time (ie submit receipts, air tickets etc). It wasn't a joke, it was again and again. I have to call them many times to get an update. I have been to customer complaint and they were amazing. However there isn't much change in claim department. Doing the same process again. Asking me those stupid repeated question. Despite of their promise to settle the claim by 1 week but no response. Please do not use this service.”

Helpful Report

Posted 1 year ago

“"You need to carefully read your policy not once, but twice, or even three times, because there may always be situations where you are not covered. Make sure to understand the definition of a 'trip' (typically from home to home, not to a different country). Check your dates meticulously, as even a deviation by just an hour or a day can render your entire trip uncovered. Avoid ordering insurance online without due diligence, as clicking and accepting a contract inadvertently is a risk (instead, speak with a representative who can explain the terms, your plans, and the dates in detail). Ensure you thoroughly review coverage for every activity you plan to do, as some activities might not be covered or may have limitations. In the future, before embarking on any trip, consider calling your insurance company with a list of places you intend to visit, activities you plan to engage in, and the specific dates. This will allow you to obtain verbal and written confirmation of your coverage. It's likely that similar considerations apply with other insurance companies. However, when you invest in a 'silver package,' you expect to travel with peace of mind. I learned the hard way that I was not adequately covered during my last trip because of the definition of trip, inadvertently putting my financial security. Nevertheless, the insurance company was within their rights, as the policy's interpretation could indeed exclude coverage. Therefore, it's crucial to exercise caution and due diligence."”

Helpful Report

Posted 1 year ago

“Don’t bother ! Made a claim a month ago due to personal medical reasons, was sent an email telling me what to provide ( airline cancellation, medical notes ect) still haven’t heard a thing back! I’ve tried emailing & phoning. The phone line will either do a silent tone or just hang up after 1-1.30mins on hold!! Accepted the 1.6k loss and learned my lesson 😠!”

Helpful Report

Posted 1 year ago

“minus 5 stars absolutely awful! Flight was cancelled, supposed to be covered by my policy. Claim declined, reason - "your flight was not delayed". In the same decline letter stating that cancellations due to strikes are covered. This is just a joke! Multiple emails and calls with no result. This company is a scam. Why they even allowed to operate?”

Helpful Report

Posted 1 year ago

“Still waiting for a simple cancellation refund from May. just don't use them.”

Helpful Report

Posted 1 year ago

“Terrible company together with AXA travel insurance should not be allowed to operate as a travel insurers, the ombudsman should sort these companies out, their behaviour is contemptuous. Contracted norovirus the night before my return flights to uk from S.A and was unfit to fly and also had a baby with me. Did all the things they required when I phoned them, provided doctors report, flight cancellation record, flight rebooking records. On return to uk nothing heard for weeks contacted them and they now asked for access to doctor clinic records in S.A and my doctors records in uk (for norovirus). Did this and still no progress for weeks, contacted again and they said don’t know why there’s a delay I’d complain if I was you (that was from them !!! ) so I did. They acknowledged the complaint and said it was being dealt with, two weeks later no response, contacted them again to be told it’s with the medical review team and should get an answer within 10 days. No response two weeks later, contacted again and was told they wanted the last 5 yrs medical history from my GP, (at an additional cost of £50 and a two week timescale this was not asked for on my return to uk) I had already given them permissions to access my GPs records and the S.A clinical service records and provided them with my GP s letter (at my cost of £50 )saying I had no illness when I travelled and was now ok. Avoid this cynical bunch they should not be allowed to operate and are a disgrace to any reputable insurance companies. Do not encourage these companies penalise them by withdrawing your business and spread the word.”

Helpful Report

Posted 1 year ago

Coverwise is rated 1.2 based on 135 reviews