• Hi Ingrid,

    I’m sorry to hear that you’re not happy with the outcome of your claim. I can appreciate why you’re disappointed in the outcome of your claim on this occasion, all luggage claims are subject to an excess and depreciation, the level of this excess can be selected when purchasing a policy.

    Keeping an open dialogue with our customers is how we improve our service, so thank you for taking the time to leave us a review.
    Sophie@1Cover
    Reply from 1Cover representative
  • How on earth can a piece of luggage be depreciated that much over 11 months?? Although my excess was $100, I still only received $4.60 back for an item worth well over $200 and the item required replacing whilst travelling ! Please explain that to me ?
    Reply from Ingrid
  • Hi Ingrid,
    We use international insurance standards to determine depreciation. Depreciation will apply starting from the time of purchase until the date of loss. Different rates of depreciation will apply depending on the type of item, age of the item, and the asset life of the item as the ATO defines.

    Of course, we consider all claims on a case-by-case basis, and our aim is to work towards a solution. If you’re unhappy with the outcome of your claim, you can choose to have the original decision reviewed by emailing your policy details with the subject ' Attn Sophie: Product Review' to me at info@1cover.com.au.

    Sophie@1Cover
    Reply from 1Cover representative
  • Hi Sophie, I have never had any other "item" depreciated on insurance in my life, from 1cover or any other insurance company. When an item has been accidentally damaged, (for example: my suitcase) I have always received back the cost of a comparable product. Minus the excess of course. I will take you up on your offer and send an email through to you shortly. Ingrid
    Reply from Ingrid