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Frequently asked questions
Cancel Covermore: Step-by-Step Guide
How to cancel your Covermore travel insurance and reclaim your money
Why you might need to cancel your Covermore policy
Covermore distributes travel insurance policies underwritten by Zurich Australian Insurance Limited, offering single-trip, inbound, and annual multi-trip cover across three tiers: Basic, Comprehensive, and Comprehensive+. Each tier provides different levels of overseas medical cover, luggage protection, travel delay limits, and optional add-ons such as snow sports coverage or amendment and cancellation costs protection.
Your reasons for cancelling may vary: your travel plans have changed, you discovered a cheaper alternative, you no longer require the cover, or you purchased the policy in error. Understanding your cancellation rights under Australian Consumer Law and Covermore's terms empowers you to manage the process effectively. Yafee has helped thousands of consumers navigate insurance cancellations with confidence and clarity.
Understanding covermore's role in your policy
Zurich Australian Insurance Limited underwrites the actual insurance product. Covermore acts as the distributor and administrator, meaning Covermore handles your enquiries, processes your cancellation, and manages refunds. When you cancel, you will deal directly with Covermore as your first point of contact, despite Zurich being the underwriter.
What coverage you hold under each tier
Your entitlements depend on your selected plan and any optional add-ons. Basic plans cover essential elements including luggage loss and limited medical expenses abroad. Comprehensive tiers increase medical limits, add personal liability cover, and may include amendment or cancellation costs protection. Only higher tiers typically offer optional coverage for losses if you need to cancel before your departure date.
Your legal position under australian consumer law
Before initiating cancellation, you must understand your legal foundation: Australian Consumer Law protects you whether you are a consumer or a small business purchasing travel insurance for business use.
Your 21-day cooling-off right
Covermore publishes a 21-day cooling-off period from your purchase date. Within this window, you may cancel your policy for any reason and receive a full refund, provided you have not yet departed or lodged a claim. This is a contractual right documented in Covermore's Product Disclosure Statement (PDS).
You need not justify your cancellation during this period. Contact Covermore, confirm your intention to cancel, and submit your request in writing. This 21-day window represents your strongest legal position. Yafee recommends acting immediately if you fall within this timeframe.
Cancellations after the 21-day period expires
Once 21 days have elapsed, you no longer hold an automatic right to a full refund. However, Australian Consumer Law continues to protect you if the policy is unsuitable, misleading, or fails to match what you were promised at purchase. If Covermore misrepresented cover limits, benefits, or exclusions, or if the policy contains defects, you retain consumer rights to seek remedies including refunds, replacement, or compensation.
Beyond the cooling-off period, Covermore will assess your cancellation under the PDS terms. They may deduct premium costs for the period you were covered and will typically refuse refunds if you have already travelled or partly utilised the cover.
Your legal position: escalation through AFCA
If Covermore refuses your cancellation request or treats you unfairly, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA is an independent dispute resolution body that investigates complaints about financial services providers, including insurance distributors. You can lodge a complaint at no cost to you. AFCA will assess whether Covermore has breached the Australian Consumer Law or its own terms, and may order the business to refund you or provide compensation.
How to cancel your Covermore policy step by step
Cancellation requires you to contact Covermore directly and submit your request in writing to ensure a clear audit trail and documented evidence of your cancellation date.
Step 1: gather your policy details
Before you contact Covermore, prepare the following information:
- Your policy number (found on your confirmation email or policy document)
- Your full name and date of birth as they appear on the policy
- Your email address and contact phone number
- Your purchase date and the date you wish the cancellation to take effect
- Your reason for cancellation (optional, but helpful for your records)
Step 2: contact Covermore by email or phone
Covermore offers multiple contact channels. Email is your strongest option because it creates a written record of your cancellation request and the date you submitted it. This evidence protects you if a dispute arises later.
- Visit the Covermore website and locate the Contact Us page
- Send an email to their cancellation team, clearly stating your policy number and your intention to cancel
- If you prefer to call, ask for a reference number and the name of the staff member handling your request; write this down immediately
- Request written confirmation of your cancellation by email within 48 hours
Step 3: confirm your cancellation in writing
If you spoke to Covermore by phone, follow up with a written email confirming the details discussed. Include:
- Your policy number and the date of your phone conversation
- The reference number or staff member's name provided by Covermore
- Your request to cancel effective immediately or from a specified date
- A request for written confirmation of the cancellation and your refund amount
Step 4: track your refund
Covermore must process your refund within the timeframe specified in the PDS (typically 14 to 28 days). Your refund will be returned to your original payment method. If you cancel within the 21-day cooling-off period, you are entitled to a full refund. If you cancel after 21 days, Covermore will deduct premiums for the period you were covered and any claim costs.
Yafee recommends that you keep all correspondence with Covermore, including emails, phone notes, and screenshots of your policy document, in case you need to escalate to AFCA.
Understanding your refund entitlements
Your refund amount depends on when you cancel and whether you have used any part of your cover.
Refunds within the 21-day cooling-off period
If you cancel within 21 days of purchase and have not travelled or made a claim, you are entitled to a full refund of all premiums paid. Covermore will return this amount to your original payment method. This is a statutory right under Australian Consumer Law and does not require justification.
Refunds after 21 days
Once the cooling-off period has expired, Covermore will calculate your refund as follows:
| Cancellation scenario | Refund entitlement |
| You have not travelled and have not made a claim | Covermore deducts a pro-rata premium for days you were covered; the remainder is refunded |
| You have travelled but not made a claim | Covermore deducts the full premium for the period you were covered; no refund |
| You have travelled and made a claim | No refund (the policy has been used) |
| You purchased optional add-ons but did not use them | Add-on premiums may be refundable if you cancel before travel; confirm with Covermore |
Request a detailed breakdown of your refund calculation from Covermore before you accept their decision. If the calculation appears incorrect, escalate to AFCA.
Comparison: when to cancel versus when to keep your Covermore policy
Your decision to cancel depends on your circumstances, the timing of your cancellation, and your refund entitlement.
| Situation | Cancel | Keep |
| You are within 21 days of purchase and have not travelled | Yes, if you no longer need cover (full refund) | Only if your travel plans remain unchanged |
| You are beyond 21 days and have not travelled | Only if you can reclaim a meaningful portion via pro-rata refund | Yes, unless you have alternative cover |
| Your travel date is imminent (within 7 days) | Only if you can receive a pro-rata refund before departure | Yes, keep cover to protect your trip |
| You have already travelled but not claimed | No (cancellation refund will be minimal or zero) | Yes, keep in case a claim arises later |
| You have found cheaper alternative cover before travel | Yes, if you are within 21 days; no if beyond | Only if you cannot secure alternative cover in time |
| Your travel plans have changed and you will not depart | Yes, within 21 days for full refund | No, unless Covermore offers amendment at no cost |
What happens after your cancellation is processed
Cancellation is final and requires careful timing; once completed, your cover is removed and you lose protection for any subsequent events.
Your cover ends immediately upon cancellation
From the moment Covermore processes your cancellation, your policy is no longer active. You will not be covered for any incidents, claims, or emergencies that occur after this date. If you are cancelling because your travel plans have changed, ensure no travel will occur after your cancellation date.
Refund timelines and payment
Covermore will return your refund to your original payment method within the timeframe specified in the PDS. This is typically 14 to 28 days from your cancellation date. If you paid by credit card, the refund appears as a credit to your card account; if you paid by bank transfer, it returns to your nominated bank account. Allow up to 5 business days for your bank to process the returned funds.
Retaining your cancellation documentation
Keep all cancellation correspondence, including confirmation emails, reference numbers, and your policy document. This evidence is essential if Covermore disputes your cancellation or if you later need to lodge a complaint with AFCA. Yafee recommends photographing or scanning these documents and storing them securely for at least two years.
Common mistakes to avoid when cancelling
Cancellation is straightforward when you follow the correct process; mistakes often arise from miscommunication or lack of documentation.
Not cancelling in writing or by tracked method
Verbal cancellations over the phone leave no evidence. Always follow up with a written email to Covermore confirming your cancellation request, the date, and any reference number provided. This creates an audit trail that protects you if Covermore later claims they never received your cancellation request.
Cancelling during a claim
If you have already submitted a claim to Covermore, do not cancel your policy. Cancelling during a claim investigation may delay or jeopardise your claim outcome. Wait until your claim is fully resolved, then cancel if necessary.
Assuming your refund has been processed without confirmation
Do not assume your refund has been processed simply because Covermore confirmed your cancellation. Monitor your bank account or credit card statement. If your refund does not appear within the stated timeframe, contact Covermore immediately with your cancellation confirmation and reference number, and request a refund status update.
Cancelling without confirming the refund amount
Always request a detailed refund calculation from Covermore before you accept their decision. Verify that the amount deducted for days covered is accurate and that no unauthorised fees have been applied. If the calculation appears incorrect, ask Covermore to explain each deduction.
If Covermore refuses your cancellation or disputes your refund
Escalation through formal channels protects your rights when Covermore fails to honour your cancellation request or offers an unfair refund.
Step 1: request written explanation from Covermore
If Covermore refuses your cancellation or offers a reduced refund, request a written explanation of their decision, citing the specific clause in the PDS or your policy terms on which they rely. This forces them to justify their position and provides evidence for any later dispute.
Step 2: lodge a complaint with AFCA
If Covermore does not resolve your dispute within 30 days, you can lodge a free complaint with the Australian Financial Complaints Authority (AFCA). You can make a complaint online at afca.org.au or by post. Provide AFCA with:
- Your policy number and Covermore's reference number
- Copies of all correspondence with Covermore, including your cancellation request and their response
- A clear description of why you believe Covermore has acted unfairly or breached the Australian Consumer Law
- The refund amount you are seeking and your reason for this claim
AFCA will investigate your complaint at no cost to you and will make a determination within a specified timeframe. If AFCA rules in your favour, Covermore is obliged to comply with the determination.
Your rights if you escalate to AFCA
AFCA can order Covermore to refund you in full, provide partial compensation, or replace your policy at no cost. AFCA's determinations are binding on Covermore (up to certain limits) and represent your strongest avenue for resolution outside court. Yafee emphasises that escalating to AFCA is free and does not require legal representation.
Key contact information and next steps
To cancel your Covermore policy, contact Covermore directly using the channels below. Always request written confirmation of your cancellation within 48 hours.
Covermore contact details
Visit the Covermore website to access their Contact Us page, which lists email addresses, phone numbers, and postal addresses specific to your inquiry type. Cancellation requests should be directed to their customer service or policy administration team. Request a direct email address for cancellations to ensure your message reaches the correct department.
Australian financial complaints authority (AFCA)
If Covermore refuses your cancellation or you dispute their refund calculation, lodge a complaint with AFCA:
- Website: afca.org.au
- Phone: 1800 931 678 (free call)
- Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
AFCA investigates complaints about financial service providers, including insurance distributors, at no cost to you.
Summary: taking control of your Covermore cancellation
Cancelling your Covermore travel insurance requires you to act within strict timeframes and follow documented procedures to protect your refund entitlement. Your strongest legal position exists within 21 days of purchase, when you are entitled to a full refund without justification. Beyond this period, Australian Consumer Law continues to protect you if the policy is unsuitable or misleading, but your refund entitlement decreases based on your usage.
Contact Covermore in writing, provide your policy number, and request written confirmation of your cancellation and refund calculation within 48 hours. Track your refund carefully and escalate to AFCA if Covermore refuses your request or offers an unfair amount. Yafee has helped thousands of consumers cancel travel insurance policies and reclaim their money by following these clear, legally grounded steps. Your cancellation is final once processed, so ensure your travel plans have genuinely changed before you proceed. Keep all documentation for at least two years in case a dispute arises.