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Aug 28, 2023, I purchased Xcover insurance via Tourradar.
Received a confirmation email w/"xxx-INS" policy purchased.
Followed their email to log in to view documents.
Saw the policy coverage was Aug 30, 2023-October 23, 2023
(Oct 23 is the start of tour but the tour ends Oct 27th).
Aug 28, 2023, I went on their website and asked why my policy was not thru the end of tour?
Aug 29, 2023, I received an email from Xcover stating I needed to set up/activate my account with them before they could respond to my question/enquiry.
I set up my account and then asked my question regarding dates on my policy.
Aug 31, 2023 I received an email from Xcover and it said I needed to request via their "claim".
I thought it was odd but followed their instructions.
Sept 1, 2023 After investigating more on travel insurance, I decided to cancel insurance w/Xcover and look into buying a policy that would cover both airline and tour costs of my trip.
Sept, 1, 2023, received an email from Tourradar stating my "request" to Xcover was forwarded. But, did not state what request. My initial one about dates or was it my cancellation request?
Sept 4, 2023 received an email from Xcover stating my request was a "claims" inquiry and they forwarded to their claims department.
Again, ws it for my initial date request question or my cacellation request?
This is where my complaint starts with this company as well as Tourradar.
Sept 5th, Tourradar CS stated they contacted Xcover and said "Unfortunately, because you have submitted a claim and therefore used your poicy, it is non-refundable".
My reply back was "I had to file a claim to ask about date change and not an actual $ claim."
Sept 8th, Xcover sends me a text stating update regarding my claim.
I clicked on the link, it was to take survey of their company and had nothing to do with my claim.
To sum up my complaint, I followed their insturctions to submit my question about my travel insurance dates via their claims. In doing so, they stated I activated my account and therefore no refund for my cancellation request.
This to me is unacceptable excuse to not process my cancellation request.
Also, another issue was I never received the "documents" they stated having the coverage plan and emergency number to contact them (which I would need to submit to the tour company to complete their request).
Thank you for allowing me to air my complaint against Xcover at this time.
Desired outcome: Please process my request for cancellation of travel insurance as I did NOT make a $ claim. Only an inquiry as to why my insurance from you only covered up to the start of my tour and not to the end of my tour.
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Hi Frustrated4Sure
Thank you for sharing your feedback with us.
Unfortunately, we are unable to find you in our system. Please either reply to any of our emails or log in to your XCover Account. If you are logging in for the first time you need to find the email confirmation email sent from us and click the link to set up your XCover Account. Make sure you check your spam folder if you can’t find your confirmation email. This step is required if you bought your protection using your Apple Account, iCloud email address or Safari web browser as Apple may hide and not deliver your email. Read more about how to resolve related issues.
If you are still having issues, please respond to any of our emails with the following details:
The full name entered when you purchased your policy.
The email used when you purchased your policy.
The site where you purchased your XCover Protection.
The amount that you paid for your XCover Protection.
The date of the purchase.
Your location at the time of purchase.
Your purchase ID (also called a Booking ID, Transaction ID, Invoice Number, Customer Reference Number, etc.)
Once again, we appreciate your feedback.
The XCover Team