- Overall
6.0Overall
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Claims Experience
6Claims Experience
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Customer Experience
6Customer Experience
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Value for Money
6Value for Money
1Cover review by MAK1901
Prompt claim payment with little compassion
Following a recent trip to NZ where we were impacted by an avalanche, we had to lodge a claim. The process was simple and the claim was paid in a timely manner.I felt the matter was handled with little compassion, empathy or feeling toward us the customer with the email received being straight to the point saying here's what we think you should get. There wasn't a simple explanation around the cost breakdown and to be honest, I'm still a little unclear as to why some components of the claim were paid and others not.I know 1cover's response will be that they are happy to discuss my claim, but that would be missing the point. I just want the matter put behind me as it was a rather disturbing event.If their response email has been a little more customer focused I could have accepted their calculations and just moved on a lot easier.
1 comments on this review
Claim# 1CAU50020992.
I think I've worked how it was all calculated. As mentioned above, I'm pleased we did get a payout but I just felt the whole process was a little cold and it I would have preferred a clear overview in the covering email that was sent to me. The email also had attachments but didn't outline what it meant (ie, why a cancelled night wasn't covered, but alternate accommodation was)?
It's done and dusted now, and as stated in my review I knew there would be an offer for further assistance but I guess just a payment breakdown and a brief explanation will suffice.
Michael
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