We apologise unreservedly about the long wait times that many of our customers are experiencing when telephoning our call centres and emailing our customer service teams.
We have never experienced the current contact volumes which are significantly higher than even at our peak pre-COVID-19 volumes.
We know that Australians are keen to start travelling overseas again and we really appreciate the fact that you are turning to Cover-More for our COVID-19 cover. However, the time that our customer service representatives are spending with each customer has increased by an average of 80% as most customers have detailed questions about our cover and their individual circumstances.
Please know that we are doing everything we can to rapidly employ more customer service representatives and claims officers and to extend our hours of operations.
We have clear and detailed information about all aspects of our COVID-19 cover and all features of our international travel insurance.
Please again accept our sincerest apologies for any inconvenience or frustration you have experienced and thank you for your ongoing support and patience.