Help & support
For eligible cards, check that you met the minimum prepaid travel cost and activation requirements before leaving Australia.
Check the excess shown on your Certificate of Insurance.
Check that your insurance includes cancellation cover before making a cancellation-related claim.
Claims resulting from, or made worse by, an undeclared existing medical condition are unlikely to be covered.
Your claim will be managed by XCover:
Ensure you have your Trip reference (ending in -TRP) and your policy number (ending in -INS) at hand.
To make a claim, please use the CommBank App. You will need to navigate to:
1. Products & Features,
2. Travel,
3. More Travel Services, then
4. Make a claim or Manage.
Keep in mind you’ll be transferred to the XCover website. Any further Personal Information (including health information) you provide to XCover directly will be handled by XCover in accordance with the XCover - Privacy Policy.
Call XCover, 8am–5pm Mon–Fri and 9am–4pm Sat (Sydney/Melbourne time) using the phone number displayed in your activation e-mail.
Your claim will be managed by Cover-More:
Call Cover-More, 8am-5pm Mon - Fri and 9am-4pm Sat (Sydney/Melbourne time)
Within Australia: call Cover-More on 1300 467 951
From overseas: call Cover-More on +612 8907 5060 (call charges may apply)
Reply to your trip activation e-mail from XCover, or get in touch with us at support@xcover.com and let us know what went wrong. Make sure to include a description of your claim, and all supporting evidence. Please note that we might request you to fill out a form to help us understand your situation better.
Always include your policy number (-INS), trip reference number (-TRP), and contact details when you contact us, so we can help you as fast as possible. Need an extra hand? Reach out to us using the phone number provided on your Travel Insurance Hub.
Post them to:
CommBank Travel Insurance
c/o Cover-More
Private Bag 913
North Sydney NSW 2059
Australia
Include your policy number and contact details.
When XCover settles a claim, we consider:
We aim to settle your claim as fast as possible. Providing relevant information and evidence when first submitting a claim will help us assess your claim faster. Visit https://www.xcover.com/en/help/travel-claimdocs to see which document might help support your travel claim.
Approved claim payments are made by bank transfer to the account details you provide. You'll receive an email asking you to confirm or update your bank details before payment is processed in your CommBank Travel Insurance Hub.
When Cover-More pays a claim, it considers:
Cover-More aims to settle claims as quickly as possible. Providing relevant information when first submitting a claim may help. Cover-More will call or email to confirm the outcome. Successful claims may be paid into a chosen bank account or by cheque.
Cover is provided by XCover.com, a trading name of Cover Genius Pty Ltd (ABN 43 159 983 598, AFS Licence No. 490058), and underwritten by Allied World Assurance Company Ltd (ABN 54 163 304 907), for Commonwealth Bank of Australia (CBA). Limitations, exclusions (including for pre-existing medical conditions and persons aged 80 years or over) and eligibility criteria apply. You may need to upgrade your travel insurance in order to have a comprehensive or extended level of cover. Before acting on this information you should consider the appropriateness of the product with regard to your personal circumstances.
See the Card Insurances Combined Product Disclosure Statement and Financial Service Guide and Card Travel Insurance Target Market Determination for details.
For World Debit Mastercard, see the World Debit Mastercard Combined Product Disclosure Statement and Financial Service Guide and World Debit Mastercard Insurances Target Market Determination.
For Qantas Business Rewards, see the Qantas Business Rewards Combined Product Disclosure Statement and Financial Services Guide and Qantas Business Rewards Target Market Determination.
For purchasable Travel Insurance, see Travel Insurance Combined Product Disclosure Statement and Financial Services Guide and Travel Insurance Target Market Determination.
Commonwealth Bank and its related bodies corporate do not issue or guarantee this insurance. It does not represent a deposit with or liability of either Commonwealth Bank or any of its related bodies corporate. We do not provide any advice on this insurance based on any consideration of your objectives, financial situation or needs. If you purchase an upgrade policy, we (Commonwealth Bank) receive a commission which is a percentage of your premium.
For policies activated prior to 29 September 2026, please see Cover-More’s Card Insurance Combined Product Disclosure Statement & Financial Service Guide (prior to 29 September 2026) and World Debit Mastercard Insurances
For policies purchased prior to 29 September 2026, please see Cover-More’s Travel Insurance - Combined Product Disclosure Statement and Financial Services Guide (prior to 29 September 2026)
