Coverwise Reviews

Name: Coverwise
Address: 77 79 High Street Steyning West Sussex, West Sussex
Rating: 1.16

1.2 Rating 143 Reviews

3 %

of reviewers recommend Coverwise

1.2

Based on 143 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Awful. Unhelpful when needing to make a claim. They will find every loophole and T&Cs not to pay the claim. The areas that they will cover are so limited that it is ridiculous. Apparently an airport shutting down (Heathrow fire) is not covered. So the excursions I had booked not covered in cancellation policy. Very unhelpful customer service agent - rude, argumentative and not at all friendly - put the phone down on me when I was trying to ask him something. Called back and spoke to Samuel, who while he could t help was at least polite about it. Very poor show. Won’t be using again. Awful service. They are cheap but don’t be fooled to think you are covered as they don’t pay out. Thankfully it wasn’t an US medical bill I was trying to claim for. Hate to think what might have happened then. Won’t be using again, and advise others not to make the same mistake as me.”

Helpful Report

Posted 2 weeks ago

“Absolutely awful experience with Coverwise Travel Insurance. My claim was related to mental health, and despite providing black and white evidence from a psychiatrist confirming that my condition was not pre-existing at the time I purchased the policy, Coverwise wrongfully denied my claim. I repeatedly tried to explain this and provided clear medical proof, yet Coverwise refused to reconsider, sticking to their original excuse that my condition was pre-existing even though the evidence shows otherwise. To make matters worse, they have missed the legal eight-week deadline to resolve my complaint, forcing me to escalate the case to the Financial Ombudsman. Their handling of this situation has been beyond unacceptable. If you are considering Coverwise for travel insurance, think twice. They will gladly take your money but will not support you when you actually need them.”

Helpful Report

Posted 2 months ago

“have used Coverwise many times for travel insurance and whilst the prices are good there is a reason. Wo betide you if you make a claim! I claimed on 9/10/24. They will do all they can to delay a resolution and make it extremely difficult all along the way. Constantly ignoring information, requesting multiple times the same information. Taking ages to respond and have the nerve to blame it on high volumes of claims!!! Oh so that makes it ok does it. You pay. You claim but don’t expect a payout as we will wear you down eventually so you give up! Speak to us? No chance, put through to a heavily accented USA citizen who insists you are at fault! Was told by Bernard at AXA that even though I hadn’t been to see my doctor since 2012 before this incident I MUST provide 2 years past history!!! He was like a cracked record repeating this and would not listen when I explained how could I? I downloaded and sent the information from an active NHS account from the portal. It is clearly stated it will be accepted. The documentation sent frm the NHS portal shows quite clearly that i had not had any medical needs since 2012 until 2024!!! This is ignored and asked for again and again!! Awful Awful Awful.. Date of experience: 09 October 2024”

Helpful Report

Posted 3 months ago

“I have had a very similar experience as other customers and would NOT recommend using this company. We had to cancel our holiday due to a sudden new acute serious illness requiring Hospital admission but felt reassured as we had insurance. Coverwise/Axa refused to pay the claim as they said that I had not declared a pre existing medical condition of a bereavement (no treatment received) an infected spot and a procedure related to a declared condition. I required a few weeks off work and a sick note for a close relative bereavement nearly 2 years prior to taking out the insurance. A bereavement is NOT a pre existing medical condition. There is a huge difference between pre existing medical conditions and declaring every GP consultation in the 2 years prior to taking out the insurance. To add insult to injury AXA suggested that I had not been honest in declaring the above so called pre existing medical conditions. NB I had declared that I was taking HRT and was charged an extra premium for the MENOPAUSE, another outrage in itself. It is hugely unfair that Coverwise/Axa do not make it clear to people when they are taking out insurance that they want people to declare every single GP consultation in the last 2 years as well as pre existing medical conditions By not being clear they are causing the vast majority of people to be left uncovered and vulnerable. BEWARE The whole claim process was also incredibly difficult/ frustrating and inefficient just as others have described. I too will be taking this up with the Ombudsman.”

Helpful Report

Posted 3 months ago

“BUYER BEWARE DO NOT USE THIS COMPANY Terrible customer service. No empthy, no support while abroad. Claim refuse no reason given and not answering emails, waiting on complaint process to finalise then reporting to OMBUDSMAN BRYER BEWARE”

Helpful Report

Posted 4 months ago

“AVOID at all costs holiday cancelled due to a flood in my house only for them to say this isn’t covered”

Helpful Report

Posted 4 months ago

“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 4 months 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 4 months 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 5 months 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 6 months 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 8 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 8 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 8 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 8 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 11 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 1 year 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 1 year 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 1 year 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

Coverwise is rated 1.2 based on 143 reviews