Trip.com and Xcover Insurance Company – Strolling and delaying to refund for cancelled policy 4kdsb-lb9al-ins

I had purchased travel insurance with Trip.com which was from XCover on 2 August 2025 policy 4KDSB-LB9AL-INS. When I read through, I realised
1. it didn’t cover for my actual holiday to Laos. The policy was for Thailand only. Bangkok, Thailand was my transit to Laos stop over only. Although, I was stopping in Bangkok, Thailand two night on my way to Luang Prabang, Laos and returning back to my original destination respectively.
2. it didn’t cover for my son who was travelling with me. And
3. Trip.com does NOT on-line and/or hot-line after sales services for XCover.
As the policy was no good for my purpose I tried to cancel the above policy with XCover. XCover wrote back on 5 August 2025 directing me to contact Trip.com for the cancellation purpose. (For further information of my communication with XCover please refer below.) Accordingly, I tried to cancel the policy through Trip.com. I discovered that Trip.com does not have dedicated after sales services on-line and/or hotline for XCover insurance. I had no choice but to put policy cancellation notice to Trip.com via complaint board on 6th August 2025. I had purchased travel insurance for the period covering from 5 August-14 August 2025 as we (my son and I) were going on a holiday to luang Prabang, Laos via Bangkok, Thailand. I reiterate Bangkok was our transit only where we were stopping on our way to Luang Prabang and when returning back to our respective destination.
XCover finally wrote back on 26 August 2025 asking to confirm if I want to cancel the policy to action for refund of US $47.61. Please note again, we have already completed our holiday to Laos and returned back to our respective destination on 14 August. Therefore, we do not need policy anymore.
I had an email back from XCover on 27 August 2025 confirming that they have cancelled my policy. However, action for refund will take 5 working days. In XCover 27 August 2025, email para 3 saying I need to contact Trip.com to cancel original purchase Note: I booked all my air tickets, hotel bookings and insurance through Trip.com. Therefore, they should have my bank information for the refund through which I paid for the insurance purchase. Hence, this complaint against trip.com as it does not have dedicated on-line and/or hot-line service for XCover insurance after sales services.
My communication with XCover, and Trip.com via complaint board for the cancellation and refund below is self-explanatory.
However, for your convenience I reiterate that I do not need travel insurance as I have already returned back to my destination on 14 August after completing my holiday. I cannot say more clearly than this that I DO NOT NEED XCover POLICY THUS I WOULD LIKE EITHER XCOVER AND/OR TRIP.COM WHOEVER IS RESPONSIBLE TO ACTION FOR FULL REFUND FOR THE COVERAGE (US$47.61) TAKEN OUT OF MY BANK ACCOUNT IMMEDIATELY.
I would like to hear from XCOVER AND TRIP.COM that they have refunded (US $47.61) for my cancelled policy.
Thank you for your assistance and help.
Yours’ sincerely
Kabindra Khadga
Hi XCover team
I am writing further to XCover team email below to confirm to cancel my policy 4KDSB-LB9AL-INS and action for refund immediately without further delay. I gave XCover a notice to cancel my policy on 4th August 2025, subsequently to the trip.com via complaint board on 6th August 2025. For further details with respect to my policy cancellation notice to XCover, and trip.com via complaint board please refer below, I have included all my communication with XCover, and trip.com via the complaint board.
However, for your convenience I reiterate that I do not need XCover insurance policy as I have already returned back to my destination on 14 August after completing my holiday. I cannot say more clearly than this that I DO NOT NEED XCOVER POLICY ANYMORE THUS I WOULD LIKE XCOVER TO ACTION FOR FULL REFUND FOR THE COVERAGE (US$47.61) IMMEDIATELY that you have taken out of my bank account.
Please note on 5th August 2025 XCover informed me at para 5 that my XCover Protection cannot be reinstated once it has been cancelled, in XCover’s wording “Please note that your XCover Protection cannot be reinstated once it has been cancelled.”
I reiterate yet again that I sent cancellation notice to XCover for the policy on 4 August 2025 subsequently to the trip.com via complaint board on 6th August 2025. I am quite curious to know what is holding XCover and/or Trip.com from refunding immediately for my cancelled policy.
I look forward to hearing from XCOVER AND TRIP.COM that you have refunded (US $47.61) for my cancelled policy.
Your’s sincerely

Kabindra Khadga _________________________________________________________________________________
Hi Khadga,
Thank you for your patience while we were working on your enquiry. We have experienced a recent increase in customer support requests, which has affected our response times.
In order for our team to assess your request as efficiently as possible, we would like to kindly ask you to confirm if your wish to cancel your policy 4KDSB-LB9AL-INS and receive a refund of the amount paid for the coverage (US$47.61).
Please note that once the policy is cancelled, we are not able to restate the coverage again.
Our team will proceed with the cancellation request once we receive your confirmation.
We hope this answers your question.
You can also check the other articles in our help centre for more information.
Thanks for contacting us,
The XCover Team
__________________________________________________________________________________
Hi XCover Team,
I am writing further to your email below of 19 August 2025. As per my complaint to the complaint board on 6 August 2025 to cancel my policy and refund, I would like you to immediately action my request. For further details please refer below my communication with Trip.com, XCover and finally to the complaint board.
Please note, I do not need your travel insurance anymore as my son and I have already returned back from our holiday to Laos via Bangkok from 5 August to 14 August 2025.
I will once again make this complaint to the complaint board.
I look forward to hearing from you at your earliest convenience.
Yours sincerely

Kabindra Khadga

Hi Khadga,
Thank you for your patience while we were working on your enquiry. We have experienced a recent increase in customer support requests, which has affected our response times.
We've checked your policy, and we can confirm that it currently only includes coverage for the policyholder, and no other travelers are listed under the protection.
Unfortunately, it's not possible to add additional travelers to or remove existing travelers from a policy after it has been issued. Your protection only covers the travelers who were included at the time of booking.
However, if you need to update the name of a traveler already on the policy, we can help with that. Please refer to this guide for updating names for the next steps.
Best regards,
The XCover Team
KK – Trip.com via complaint board for cancellation XCover on 6 August, 2025.
Hi.
4KDSB-LB9AL-INS
CANCEL XCover TRAVEL INSURANCE AND REFUND AT THE EARLIST POSSIBLE OPPORTUNITY
Further to my request to XCover on 4th August to cancel my travel Insurance, subsequent XCover reply back on 5 August directing me to you “Trip.com” for the same. As per XCover only you can cancel the policy as I bought the insurance cover through you and only you have my personal details. We (my son and I) are going to Luang Prabang, Laos on a holiday from 6 August to 13 August, 2025. Thailand is our transit only, we are stopping over one night each on our way to Laos, albeit. It transpired XCover insurance did not cover for our holiday in Laos. Furthermore most importantly it did not cover for my son. Your website and telephone services did not offer any after sales services for XCover customer services and cancellation. Thus, I am requesting through complaint page to cancel my XCover insurance and refund as soon as possible.
In brief, there is no after sales services for XCover travel insurance that Trip.com is selling. For your information, in the print out of Insurance policy, I could not find my son’s name thus, I could not figure out whether he was covered under the insurance. I spent considerable amount of time through Trip.com website and telephone hot line to modify my policy to include my son as per XCover website without any success. I went back to XCover website to modify my travel policy, but it keep directing me to Trip.com for after sales services. Finally, I had enough and I decided to cancel the Insurance policy through XCover website on 4 August. But, Xcover came back on 5th August saying I can cancel only through Trip.com. Please refer below for further details and XCover response to my complaint and insurance cancellation request.
I look forward to hearing from you at your earliest convenience with XCover travel insurance cancellation confirmation and with refund for the same.
Yours faithfully

Kabindra Khadga
KABINDRA KHADGA – email to Trip.com via complaint request insurance cancellation of XCover of 6 August 2025
Hi,
1. The policy cover for my travel to Thailand only. Actually, I am going on a holiday to Luang Prabang, Laos. Thailand is my transit only, although I will be stopping over for a couple of nights on my way to Laos and returning back.
2. The Trip.com does not have dedicated helpline for assistance if and when needed. Following your website it directed me to Trip.com for assistance and modification.
3. As per your website, I went to Trip.com website to modify to include my son on the policy. But, there was no option to do it.
4. I had a chat with your AI Ellen at "asks questions for answers". After few questions and answers back and forth, it insinuated me to purchase new insurance at $5 a month to put me to helpline assistance.
5. Reluctantly, I considered buying $5 insurance to get help from you contact centre. But, it didn't accept my card payment. And the list gone on.
Thus, I would like to cancel my travel policy with you and request for refund at your earliest convenience.
I look forward to hearing from you with my refund confirmation asap.
Thank you
Kabindra
XCover response to Kabindra Khadga to cancel travel insurance on 5th August 2025
Hi KHADGA,
Thank you for your patience while we were working on your enquiry.
We have experienced a recent increase in customer support requests, which has affected our response times.
Please contact Trip.com to cancel your protection. Unfortunately, we are unable to cancel your protection through XCover.
We also don't have access to the details of cancellations and refunds processed by our partners, so we encourage you to contact Trip.com for any updates.
Please note that your XCover Protection cannot be reinstated once it has been cancelled.
Let us know if you have any other questions or if there’s anything else we can help you with.
Thanks for contacting us,
The XCover Team