Coverwise - AVOID!
- Thread starter r1200rt
- Start date
Are they cheaper?
Cheaper than the competition?
I do not recall anyone recommending this broker in past threads on the topic.
"Coverwise Ltd is an International General Insurance Intermediary. Our head office is located in Gibraltar at Coverwise Limited, 2 Irish Town, Gibraltar, GX11 1AA. We are licensed and regulated by the Financial Services Commission. You can check our entry on the FSC website at http://www.fsc.gi"
Good luck getting any sense out of that broker from their offshore base.
I see the policies are underwritten by a division of Axa from Belgium. I would be contacting them at the UK office and then the UK regulator if no joy. You would need to exhaust Axa's formal complaints process before contacting the regulator.
"This insurance is underwritten by Inter Partner Assistance S.A. which is authorised and regulated by the National Bank of Belgium, with a registered head office at Boulevard du Régent 7, 1000 Brussels, Belgium. Authorised by the Prudential Regulation Authority (firm reference number 202664). Subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority.
Inter Partner Assistance S.A. UK branch office address is 106-118 Station Road, Redhill, RH1 1PR. Inter Partner Assistance S.A. is part of the AXA Group."
"Coverwise Ltd is an International General Insurance Intermediary. Our head office is located in Gibraltar at Coverwise Limited, 2 Irish Town, Gibraltar, GX11 1AA. We are licensed and regulated by the Financial Services Commission. You can check our entry on the FSC website at http://www.fsc.gi"
Good luck getting any sense out of that broker from their offshore base.
I see the policies are underwritten by a division of Axa from Belgium. I would be contacting them at the UK office and then the UK regulator if no joy. You would need to exhaust Axa's formal complaints process before contacting the regulator.
"This insurance is underwritten by Inter Partner Assistance S.A. which is authorised and regulated by the National Bank of Belgium, with a registered head office at Boulevard du Régent 7, 1000 Brussels, Belgium. Authorised by the Prudential Regulation Authority (firm reference number 202664). Subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority.
Inter Partner Assistance S.A. UK branch office address is 106-118 Station Road, Redhill, RH1 1PR. Inter Partner Assistance S.A. is part of the AXA Group."
I bigged them up previously
Start with:
A. Writing / emailing directly to the complaints channel. It’ll be shown somewhere in your documentation and / or on the intermediary’s website.
B. If nothing heard within seven working days, write / email to both:
1. The FSA in Gibraltar
2. Inter Partner, in Belgium
A. Writing / emailing directly to the complaints channel. It’ll be shown somewhere in your documentation and / or on the intermediary’s website.
B. If nothing heard within seven working days, write / email to both:
1. The FSA in Gibraltar
2. Inter Partner, in Belgium
I trust that is a tongue in cheek comment.
In our case last January, my year old Grandson was taken suddenly ill after transiting airside in Bangkok, the Thai medics were fantastic as were the airport staff and my daughter’s insurers, I put a thread here about it on the forum somewhere. I dread to think what might have been had we not arranged travel insurance, please get cover for every trip you would be mad to risk travelling without any.
Our next forthcoming January holiday to Thailand is insured with them.
Following with great interest.
I called them AGAIN. I was told "your claim was denied". They refused to explain anymore and said "someone from the complaints dept will call you"
I am not holding my breath as I have called and emailed them about TEN times now
Pretty sh*t customer service, and I will not be using Coverwise or Axa ever again
I am not holding my breath as I have called and emailed them about TEN times now
Pretty sh*t customer service, and I will not be using Coverwise or Axa ever again
An insurer has an obligation to inform you as to why a claim is denied. It’s called a notice or letter of repudiation.
Might you be willing to share with us what it is you are claiming for?
Might you be willing to share with us what it is you are claiming for?
update..
after many phone calls (getting a different anwer every time), multiple ignored emails and after raising a complant...12 weeks after I submitted my claim... it was denied. although the policy stated I had "trip cancellation cover" they are refusing to pay because I did not book any althernative travel after my trip was cancelled.
so...I would advise anyone to avoid Coverwise/Axa are they are fking useless and a nightmare to deal with in the event of a claim.
after many phone calls (getting a different anwer every time), multiple ignored emails and after raising a complant...12 weeks after I submitted my claim... it was denied. although the policy stated I had "trip cancellation cover" they are refusing to pay because I did not book any althernative travel after my trip was cancelled.
so...I would advise anyone to avoid Coverwise/Axa are they are fking useless and a nightmare to deal with in the event of a claim.
did you get a refund on the cancelled trip from the tour company, ABTA or credit card?
if BF cancelled the trip then they should have refunded you, and maybe given compensation if eligible. I had a significant refund when the Pont Aven was delayed. BF would not be liable for any accommodation you had not booked through them obviously. This is one of the drawbacks of booking travel elements separately rather than a package trip covered by ABTA regs.
You mention cancellation but not the reason for this. The cover in a travel policy is very specific on what constitutes a cancellation as an insured event with numerous exclusions and caveats.
You mention the complaints process and Axa has rejected any claim. Have you challenged this decision if you do not accept their interpretation of the policy by escalating to the regulator?
Brittany Ferries and your payment card are not going to refund you, unless the card has some sort of add on insurance product as part of the package.
I have looked at my Voyager travel insurance and this would not come under the scope of their cancellation cover as you had started your journey. The cancellation section is only for events that happen unexpectedly before you set off e.g. redundancy, illness. The situation would also not qualify under the travel delay or trip interruption sections, although an accident would. The policy defines a mechanical breakdown but only in the context of public transport delays.
I have also looked at my LV Britannia breakdown policy. This would provide some cover, potentially paying for a hire car and rebooked crossing to complete the journey. The £800 limit on the car hire element isn't very generous.
Neither of these policies seems to be helpful if you have a breakdown on the way to a ferry and decide to abandon the trip.
as footnote to this saga....my claim for "trip curtailment" was not approved as I did not "book onward travel"
But I'm getting a measly £75.
See below...
----------------
Dear XXXXX,
I write in response to your recent complaint received on 23 October 2025. I am very sorry that you have felt let down and this has caused you to make a complaint.
I would like to advise that complaints are taken very seriously. All feedback we receive is valuable and ensures we take the necessary actions to improve our service & product performance, so that our customers’ continue to receive the high standards that AXA strives to deliver. After completing a thorough review of your complaint, I would like to advise you that I will be upholding your complaint.
Background
I understand you were due to travel to Spain on 25 August 2025 but unfortunately due to an unforeseen circumstance with your vehicle you were unable to go on the trip as planned. A claim was submitted on 26 August 2025 for the additional expenses incurred and I appreciate you have grown dissatisfied with the level of service received, particularly the management of your case. I have reviewed the complaint and my findings are below.
Case Management
Thank you for sharing your concerns. I want to sincerely acknowledge your dissatisfaction with how your case has been managed, particularly regarding the lack of communication following the issuance of your decline letter on 19 September 2025. I fully understand your frustrations and the inconvenience caused by this experience.
I have reviewed your case thoroughly and noted that you sent numerous emails between 19 September 2025 and 20 October 2025, seeking updates on the status of your claim and whether the decline decision could be reassessed. Unfortunately, during this period, you were left without any response and in the dark for about a month. This is not reflective of the standard of service we aim to provide, and our Claims Team should have responded promptly to keep you informed and reassured throughout the process.
Furthermore, I understand that a callback was promised to you on 20 October 2025 to discuss the details of your claim. Regrettably, this promise was not fulfilled, which ultimately compelled you to submit a formal complaint on 22 October 2025, feeling that you had to constantly chase us for updates. This is unacceptable and indicates a clear failure in our case management and communication.
Please rest assured that all your feedback will be forwarded to the relevant management authorities. Our commitment is to investigate what went wrong in this case, address the issues, and implement measures to prevent such mismanagement from occurring in the future. We recognise that delays and poor communication are not the standards we strive to uphold at AXA.
Overall, I will be upholding your complaint and sincerely apologise for the distress and inconvenience caused throughout this process. Your experience is very important to us, and we are dedicated to making the necessary improvements to ensure a better service in the future.
Conclusion
After completing my thorough investigation and based on the above explanations, I would like to advise that I am upholding your complaint. In recognition of the service you have received, I have processed a payment of £75 to compensate for any distress or inconvenience we have caused you. I hope you can accept this with my sincere apologies. Please allow up to 10 working days for this payment to arrive.
I trust you will now find your complaint concluded to your satisfaction.
But I'm getting a measly £75.
See below...
----------------
Dear XXXXX,
I write in response to your recent complaint received on 23 October 2025. I am very sorry that you have felt let down and this has caused you to make a complaint.
I would like to advise that complaints are taken very seriously. All feedback we receive is valuable and ensures we take the necessary actions to improve our service & product performance, so that our customers’ continue to receive the high standards that AXA strives to deliver. After completing a thorough review of your complaint, I would like to advise you that I will be upholding your complaint.
Background
I understand you were due to travel to Spain on 25 August 2025 but unfortunately due to an unforeseen circumstance with your vehicle you were unable to go on the trip as planned. A claim was submitted on 26 August 2025 for the additional expenses incurred and I appreciate you have grown dissatisfied with the level of service received, particularly the management of your case. I have reviewed the complaint and my findings are below.
Case Management
Thank you for sharing your concerns. I want to sincerely acknowledge your dissatisfaction with how your case has been managed, particularly regarding the lack of communication following the issuance of your decline letter on 19 September 2025. I fully understand your frustrations and the inconvenience caused by this experience.
I have reviewed your case thoroughly and noted that you sent numerous emails between 19 September 2025 and 20 October 2025, seeking updates on the status of your claim and whether the decline decision could be reassessed. Unfortunately, during this period, you were left without any response and in the dark for about a month. This is not reflective of the standard of service we aim to provide, and our Claims Team should have responded promptly to keep you informed and reassured throughout the process.
Furthermore, I understand that a callback was promised to you on 20 October 2025 to discuss the details of your claim. Regrettably, this promise was not fulfilled, which ultimately compelled you to submit a formal complaint on 22 October 2025, feeling that you had to constantly chase us for updates. This is unacceptable and indicates a clear failure in our case management and communication.
Please rest assured that all your feedback will be forwarded to the relevant management authorities. Our commitment is to investigate what went wrong in this case, address the issues, and implement measures to prevent such mismanagement from occurring in the future. We recognise that delays and poor communication are not the standards we strive to uphold at AXA.
Overall, I will be upholding your complaint and sincerely apologise for the distress and inconvenience caused throughout this process. Your experience is very important to us, and we are dedicated to making the necessary improvements to ensure a better service in the future.
Conclusion
After completing my thorough investigation and based on the above explanations, I would like to advise that I am upholding your complaint. In recognition of the service you have received, I have processed a payment of £75 to compensate for any distress or inconvenience we have caused you. I hope you can accept this with my sincere apologies. Please allow up to 10 working days for this payment to arrive.
I trust you will now find your complaint concluded to your satisfaction.
Wow, your feedback is going to be forwarded to the relevant management authorities! Harsh.
That must make you feel proper satisfied.
That must make you feel proper satisfied.
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