Ultimate Guide to XCover Travel Insurance
We have partnered with XCover to provide you with simple, stress-free protection for your trip. XCover’s digital claim process is simple and hassle-free with instant payment of approved claims and their friendly support team can help you with any questions not answered in this Help Centre. You can also visit XCover to find out more information.
Managing your booking
Who do I speak to about changes to my booking or changes to my XCover Protection?
If you would like to make changes to a travel booking or if you need to cancel it or make support enquiries, please contact us. If Ovago has cancelled, rescheduled or changed your booking, please contact us.
If you need to change or cancel your XCover Protection, please follow the steps in this article.
What if my trip is rescheduled or my dates change?
If we update your booking, we will also try to update your XCover Protection. Check your emails (or texts) for a confirmation from XCover. If you didn’t receive one, we recommend checking your protection details in your XCover Account.
If your itinerary is changed by another travel company or airline and not confirmed by us, your XCover Protection likely needs updating or it may need to be cancelled. Log in to your XCover Account to get started.
What happens if I need to cancel, cut short, or reschedule my trip?
If your travel plans have been disrupted, you can follow the steps below to make a claim:
- Check your wording in your XCover Account to see if you are covered if you cancel, cut short or reschedule your trip.
- Cancel or reschedule your flights, accommodation and other pre-paid bookings as needed. Keep documentation of this process. During the claim submission process you will be asked to provide details and documents to support your claim, e.g. proof of cancellation.
- Gather all the appropriate documentation. This helpful article has a guide to what documents you may need based on your claim reason. If you have this information ready, it will take you approximately 5 minutes to complete the claim form.
- Log in to your XCover Account, select the XCover Protection you would like to claim for and then select ‘Make a Claim’.
To view your XCover Protection details, invoice and certificate, simply log in to your XCover Account.
Managing your XCover Protection
Where are my XCover Protection documents?
To protect your privacy, your XCover documents are not sent via mail. To view your documents, wording and certificate, simply log in to your XCover Account.
Important! When you first visit XCover you will need to activate your account.
I can’t find any emails from XCover. What can I do?
After buying XCover Protection or when requesting a new password, we typically send an immediate confirmation email, however, it might take between an hour and a day to receive your email.
When you receive the confirmation email after you purchased XCover Protection you will need to click the link to activate your XCover Account.
If you can’t find any emails from XCover, this article contains instructions on how to solve it.
How do I log in to my XCover Account?
An account is automatically created for you when you purchase XCover Protection.
When you first visit XCover you will need to activate your account. This is an important step to make any future claim submissions hassle-free. Simply find the XCover confirmation SMS or email in your inbox and click the link to set up your XCover Account. If you can’t find your confirmation email, this article has instructions on how to solve related issues.
If you’ve already activated your account, simply log in using the email address you provided when completing the initial sign-up process to access your documents, make changes to your protection, or make a claim. You will need to complete the steps above for all XCover Protection products purchased.
How do I purchase XCover Protection?
You can purchase XCover Protection when booking your trip At that time, you’ll be able to see the benefits of the protection and read the wording. After purchase, you can view your protection wording by logging in to your XCover Account..
How do I make a change, cancel or get a refund for my XCover Protection?
Depending on your protection terms and dates, you may be able to change or cancel your protection. You can log into your XCover Account and click ‘Cancel/Modify’ on the protection you’d like to make changes to or cancel to see what options are available.
Key things to know about your XCover Protection
You may be covered:
- If you have to cancel, interrupt or cut your trip short because you or a close relative becomes sick or injured.
- For emergency medical and dental expenses, including emergency assistance and transport.
- For baggage loss and/or delay, depending on your country and protection terms.
Please check the XCover Help Page for generic information about your XCover Protection. For specific details, please log in to your XCover Account to see what’s covered.
What’s not covered?
You may not be covered if:
- You change your mind about going on your trip.
- You decide not to go on your trip due to wildfires, or a manmade or natural disaster.
- You decide to add a destination to your itinerary or change your final destination.
- The booking agent, airline, service provider or travel company reschedules your flight and you are unable to make the new flight, or you miss a connecting flight.
- Work, personal or transport issues prevent you from going on your trip.
- You do not provide supporting evidence or necessary documents during the claim process.
- The event that causes your claim occurred before you bought XCover Protection.
- You are travelling against the advice of a medical practitioner.
For specific details about your XCover Protection, please log in to your XCover Account to see what’s covered.
Who is covered?
If other people were included in your initial booking with us they will also be covered by your XCover Protection.
Should you need to submit a claim for one or more of your travel companions in the future, you’ll have the opportunity to nominate a claimant and share details about what happened to them. To start a claim, simply log in to your XCover Account and select ‘Make A Claim’.
To see what your specific protection covers, please log in to your XCover Account to view your wording.
Is there an age limit?
To check if an age limit applies, please view your wording available in your XCover Account.
Does my protection have a cover limit?
Your XCover Protection has a limit per benefit. If your claim is approved, the payment you receive will be limited to the limit specific to the item or service you’re claiming for.
Your benefits and limits are specified in the certificate and wording in your XCover Account.
Making a claim
How do I make a claim?
Before submitting a claim, you need to gather all the details and documents to support your claim. This helpful article has a guide to what documents you may need based on your claim reason.
When you’re ready to submit your claim, log in to your XCover Account, select the XCover Protection you would like to claim for and then select ‘Make a Claim’.
The XCover claims process is quick and hassle-free, with payment or reimbursement for approved claims processed instantly. The dedicated team at XCover aims to complete 95% of claims within 3 days of claim submission, so keep a close eye on your emails to ensure there’s no delay.
For more information about claims submission, please check XCover Help.
What documents do I need to make a claim?
During your online claim submission, you will be asked to provide information and documents that support your claim. Clear and comprehensive documents will help us assess your claim faster. The documents required may depend on the type of claim. The following may serve as a useful guide:
- Documents required for claims related to trip cancellation/curtailment.
- Documents required for claims related to missed or delayed departure.
- Documents required for claims related to medical expenses.
- Documents required for claims related to theft or baggage loss, delay, damage.
Once you have these documents ready, it will take you approximately 5 minutes to complete the claim form.
Where can I see my claim progress?
To check your claim status and view a complete history of emails from the XCover Claims Team, simply visit the XCover Claims Centre. You can also log in to your XCover Account and navigate to ‘Your Claim’.
For more information about claim progress, please check XCover Help.
Is there an excess or deductible?
No, there is no excess or deductible to pay when making a claim.
To find out more, you can view your protection wording in your XCover Account. To get started, simply find the confirmation email from XCover in your inbox and click the link to set up your XCover Account.
Who do I contact if I have a medical emergency?
If your coverage includes 24/7 emergency assistance or a related benefit, you can contact XCover Assist to arrange hospital or other treatment.
You can find the number for XCover Assist within the ‘How claims work’ section of your wording in your XCover Account or access it by starting a claim and carefully selecting the options related to medical emergencies in the online claim form.
When would I need to get pre-approval before making a claim?
All medical reimbursement claims require pre-approval, including dental and related transport cost.
To start the pre-approval process, please visit the XCover Claims Centre.
Please check this XCover help article for more information.
Are pre-existing medical conditions covered?
To check if you’re covered for pre-existing medical conditions, please check your wording available in your XCover Account.
Who is XCover?
XCover is owned by Cover Genius, a leading insurtech firm who was recently ranked #1 in the Financial Times list of fastest-growing companies. Cover Genius has won dozens of industry awards in the US, EU, UK, Asia, India and Australia for its claims handling and customer support and has investment from one of the world’s largest insurers, Sompo. XCover Protection is backed by some of the world’s largest companies including Lloyd’s, Generali, Sompo, CNA and Munich Re.
How do I contact XCover?
If you have a general enquiry about your XCover Protection, most questions are answered in our Help Centre. If you would like to know more about what’s covered by your XCover Protection, you can view your wording in your XCover Account.
All XCover customer enquiries are evaluated by email. You can reply to any XCover emails for a speedy response.
Still need help?
If you have unanswered questions please get in touch with us