xCover review: Travel insurance

On March 21,2023, I purchased flight tickets for 5 passengers, and insured them through X-Cover with the following Claim reference: MDCAA-FVFXG-INS (see CONFIRMATION OF COVERAGE attached).

Two passengers, VAHDAT, MOHAMMADALI and SEMSARYAZDI, MAHNAZ got covid prior to the return flight and therefore missed the flight (see no-show confirmation attached).

X-Cover refuses to reimburse the return flight. I would like to suggest that this refusal is systematic and part of their effort to exhaust the customers from seeking their refund.

First, they refuse to respond to questions prior to making a claim. For example, I sent three emails on April 25, with the following title: “What is the process to cancel my flight?” to both [protected]@xcover.com and [protected]@xcover.com but they never responded.

Second, they make the process difficult. For example, on June 2nd, they asked for “Proof of cancellation,” which I immediately sent, however, again on June 7th they made the same request. For the second time, I sent the exact same document, and somehow this time it was OK. It seems that randomly rejecting documents is part of this systematic deterrence strategy.

Three, their required documents are not reasonable. For example, for COVID, they ask for A “doctor’s note” or official clinically certified test results that include, name, date of test, certificate signature, recovery date, practitioner address, and a separate official signature or stamp. It is like asking for a note with purple ink on a pink paper. It just does not make sense. Such an exhaustive list is only to deter customers, not to verify the validity of their claim. While most people do not visit doctors today for simple COVID symptoms, we provided unofficial tests as well as COVID prescriptions in the name of the patients. Yet, they refused to process the claim, despite the request being only for one way of an extremely inexpensive flight.

Finally, while the company does not provide a phone number for contact, their email responses are always generic, copy-paste material, which further confirms my claim that they systematically ignore customers.

The result of such behavior is encouraging passengers with symptoms such as COVID to board on planes and put others through risk.

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