After the sudden death of my father in law we had to apply for a refund of his travel for which he was departing on 15 days after he died.

After 5 months of a very long process with the travel agent, I then filled in all the forms with Covermore on their website. I provided all the documentation they requested.

9 days after submitting the claim we received a reply requesting further information. A death certificate with the cause of death and a medical certificate to be completed by my father in law's doctor also giving a medical history for him.

As my father in law died of a heart attack at home alone, it was with the coroner's office and I phoned the Coroner who kindly put a brief letter together advising any questions could be made to them as the cause of death would not appear on the death certificate for near twelve months.

We had to make an appointment with the doctor who also had to ring the Coroner for further details as he had no information at hand as this was a unexpected sudden passing. It turned out to be two trips to the doctor before the forms were completed.

I basically had to prove my father in law did not have a pre existing condition.

So when the refund advice arrived by email 2 months after submitting - it was wrong!! - I replied explaining it was wrong and actually set out the whole refund showing exactly what the refund should be. I also put my phone number for the person to contact me direct.....nothing.

After I didn't hear back, I phoned and was transferred to a nice staff member who was very understanding and said he would sort out the difference. But the refund was still incorrect.

Thankfully this time I had a direct number and this same staff member was really great at solving the refund and getting it correct - third time lucky - but three months later, alot of heartache to myself for the hassle I had to go through when they could have a note on their website titled something like 'With the Coroner's Office' or 'waiting on cause of death' which links to the 'Doctor's report'

Had I known I needed more paperwork completed, I would have preferred to have known prior to submitting the claim, instead of being advised a week and a half after.

I don't understand how I was able to calculate the refund due, yet the staff who do this day in day out took three attempts to get it right. Their generic email offering their sympathy wore thin after the third email, as it was worded exactly the same as the previous one and their lack of personal contact (all by email) unless I phoned them I consider very impersonal.

I even asked for the cheque to be made payable to the sole beneficiary of the will and sent through the probate copy as probate had been finalised months prior and all accounts in my father in law's name had been closed. When the first cheque arrived in my father in law's name, I gave up. I felt like I was talking to a brick wall.

We are regular travellers and I have used Covermore at least 10-15 times in the past and have never had a claim, so I guess I have had nothing to comment about, however the stress in trying to prove my father in law's innocence so to speak was quite traumatic and no one should have to go through or feel the way I did.

I will most definitely be using another travel insurer next time I travel.

It was quick and easy to buy the travel cover I was looking for. A person in my travel group said they will be using them so I decided to try Cover-More.
I filled out small the insurance quote and was provided with the insurance cover options for what I selected. Compared the choices and was able to select any extras I wanted. Once payment was done I received the email of the travel insurance I selected with details of what I chose and other important reading material. Pretty simple really. I didn't need to claim for anything so I cannot rate that part of the business.