Cover Genius Reviews 230

I am deeply disappointed with the service provided for my claim 4MQYY-CJ44V-INS. Despite a 116-minute rail delay confirmed by the carrier, XCover is using restrictive interpretations to deny my 'Missed Departure' benefit. Waiting for over 90 days for a partial settlement is unacceptable for a company claiming to be a leader in Insurtech. I have formally requested a Deadlock Letter and I am escalating to the Financial Ombudsman and IVASS.

I was sold a car rental insurance through Priceline .When I rented a car through Enterprise Car Rentals.
Through Rental Cover ...I want to make a claim and have had nothing but the run around.

I believe this company is fraudulent and has absolutely no telephone contact number.
There Canadian office is at 212-1175 Douglas St Victoria BC Canada V8W 2E7

This company is affiliated with some legitimate companies ,but are listed as based in Lagos, Nigeria

They have not responded to emails, other contact platforms.

Stay Away

This Company has already acknowledges receipt and have told me that they have my docs. That are obviously lying and my belief is that they are scammers or totally negligent. The use the same answer to everthing. Absolute Garbage and hiding behind digital platform.
My reference number is RA7T-FR2H-INS

You responded with a live email once from SOPHIE

I bought the insurance for an upcoming gig but can no longer go due to work commitments. The insurance is sold as ‘cancel for any reason’, work commitments is not a reason for cancellation so the cover is just an absolute rip off.

I purchased items with “free protections” provided by XCover (Cover Genius), but the service has been extremely disappointing. My orders were never delivered, and despite clear evidence that the merchant did not ship the items, XCover only sent automated replies and delayed the process for months. There was no real investigation, no updates, and no resolution. The “protection” they advertise did not work in practice.

Immediate refund. I appreciated that upon filing my request I got an immediate refund

We took out a travel insurance policy with their sister company, XCover for a trip we were to take to Switzerland in Sept of 2025.
We cancelled due to an injury before we took the trip in and around 7-22-25.
After going back and forth with XCover, they denied saying that the injury has to occur at the start/and or, during the trip itself.
Having said that, our aunt and uncle were supposed to take the trip with us and took out insurance with XCover.
They filed the same claim due to my wife's injury and received a check from XCover.
They cancelled months before the due date for the trip .
I now have submitted with small claims in NH to argue about this double standard.

Art Miller
Claim SXSY4-AKXBR-INS

Cover Genius offers a product called XCover, for items bought on e-commerce platform Shopee.

I purchased a fairly expensive item that had inadequate coverage by the reseller, thus for peace of mind I purchased device coverage (XCover Gadget Protection) from Cover Genius. It included protection for "accidental and liquid damage".

I proceeded to use the device, a Samsung Fold 4, for several months before I accidentally dropped it during normal usage. At the time, it could still function to make calls, but it was awhile later that I discovered that the inner screen had started to malfunction, gradually getting worse.

Upon submitting my claim, I initially chose "stopped working during normal usage", as I had been using the device normally (to make a call) when I dropped it. I had only realised the malfunction awhile after the droppage.

I also submitted pictures and video of the malfunction, and proof of purchase, etc. But because of my initial choice of "normal usage", Cover Genius denied my claim, stating "quality issues" with the device; a device that I had been using for months prior with no issues. My coverage does not mention any exclusion for "quality issues" at all.

They denied my appeal as well as my resubmitted claim. Despite their statements, their claim process is not smooth and worry-free at all. Please beware of this company and their unethical practices.

They claim to be "licensed", but please check before committing to buying their product; there are many countries where they are NOT licensed, and you may end up with no recourse when they behave unethically.

SUMMARY

Regulators (Irish CCPC, Belgian, and EU authorities) have already found Rentalcars.com in breach of the EU Unfair Commercial Practices Directive 2005/29/EC (Art.6 misleading actions, Art.7 misleading omissions) for how insurance was presented.

I booked a car via Ryanair (engine powered by Rentalcars.com) and added their promoted insurance (RentalCover.com, operated by Cover Genius).

Pre-purchase looked clear; post-incident became murky. Clauses like “off-road” vs “unsealed road” were re-interpreted narrowly after the fact to exclude my claim, even though it involved accessing accommodation — the precise use-case implied as covered.

Communication is poor: no phone support, unreliable chat, slow or template-style email replies, context lost between agents, and some reviewers report reviews being flagged or ignored after public “please contact us” replies.

I paid more than booking direct specifically to secure coverage for unpaved access roads; the denial treated this as off-road use. This selective reasoning raises concerns under consumer-protection and insurance law.

For now: avoid booking car hire through Rentalcars.com and its partner platforms — Ryanair, Wizz Air, Air Serbia, Air Transat, SunExpress, Interjet (historical), Dubai Airports, Skyscanner (often via Rentalcars Connect). Also note that Cover Genius (RentalCover/XCover) supplies embedded protection for Booking Holdings brands (e.g. Priceline) and airlines, so the branding can vary by market but runs through the same system.

I’m documenting this mid-process; I’ll update here and across my travel channels with a full step-by-step (from purchase to claim handling, supported with documents/timestamps) plus recourse options for consumers if narrow interpretations persist.

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BACKGROUND

In Oct 2024, Irish CCPC, Belgian and EU authorities found Rentalcars.com had misled consumers on insurance. This fell under the Unfair Commercial Practices Directive 2005/29/EC, Art.6(1) misleading actions.

Authorities also flagged misleading omissions under Art.7, requiring clearer disclosure of insurance terms and the rental company’s identity. Wording had to be corrected.

Investigations at EU level (Ireland & Belgium) required corrective action, but many reviews still report post-purchase issues.

My path: booked via Ryanair, engine powered by Rentalcars.com, insurance offered via RentalCover.com (Cover Genius).

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MY EXPERIENCE

Pre-purchase: terms read as straightforward.

Post-incident: vague. “Off-road” vs “unsealed road” was interpreted to deny coverage, even for ordinary access to accommodation.

This reasoning feels self-serving, reframing facts to fit exclusions rather than assessing evidence in good faith.

> Legally: reframing unsealed-road access as off-road use engages UCPD Art.6/7. In UK terms, CRA 2015 ss.62/69 and ICOBS 8.1.1R would expect fair handling.

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COMMUNICATION + TIMELINES

No phone support or escalation path.

24/7 chat unreliable.

Emails slow, sometimes absent, often template-based.

Context lost when cases change hands; customer stitches the history.

Other reviewers report flagged/removed posts or public “please contact us” replies without private follow-up.

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CONCRETE EXAMPLE

I paid more overall to book via aggregator, specifically for unsealed access road coverage.

Claim denied as if unsealed access = recreational off-road — opposite of the advertised use-case.

This selective reasoning raises consumer-law concerns. Rentalcars.com has already been sanctioned under UCPD; such interpretations also cut against the principle of good faith in insurance contracts.

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MY OPINION (FOR NOW)

EU regulators already sanctioned Rentalcars.com under UCPD Art.6/7. Fixes addressed wording, not claims practice.

For now: avoid Rentalcars.com and its partners. Book directly with reputable rental brands, or arrange independent coverage.

Partners include Ryanair, Wizz Air, Air Serbia, Air Transat, SunExpress, Interjet, Dubai Airports, Skyscanner. Cover Genius embeds protection for Booking Holdings (e.g. Priceline) and airlines; branding may vary but system is the same.

I’ll update here and across my travel channels once resolved, with evidence and a full walkthrough.

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NOTES

This is mid-process; claims can stretch months, already one reason I don’t recommend them.

Updates to follow once resolved, including recourse options for consumers.

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SOURCES (for verification)

Regulatory action: CCPC, Irish Times, RTE, ICPEN.

Law: UCPD 2005/29/EC (Arts 6/7); UK CPRs 2008; CRA 2015 ss.62/68/69; FCA ICOBS 8.1.1R.

No response to my rental vehicle claim for over a month through your subsidiary rentalcover.com - filed 7/23/25 - Reference: VQDE-6PMA-INS - I'm requesting a representative to immediately contact me that my claim is being handled and resolved over the next 72 hours; this has gone on way too long. Can you please assist

Terrible very quick to take your money first sign of a problem they
Won’t pay out used this company many times thankfully it wasn’t a massive amount I lost out on but I’ll be sure never to use them in the future as if that can’t even pay there small claims what chance would you have with a big payout and good to see your using the small print to catch customers out showing your true colours as a company

I bought event coverage insurance through this company. I missed the event with Covid. Classic reimbursement scenario and why you buy insurance.

Their XCover website has a place to make a claim, but first they have to "verify" your email by sending a confirmation email to you. NEVER COMES. There is no way to submit a claim.

I put this on the XCover review board and got this from the XCover team:

Reply from XCover.com
11 hours ago
Hi Michael,

Thank you for sharing your feedback with us.

We want to ensure that we are providing great service to all of our customers. We appreciate your feedback. It will help us to continue to make things better for our customers.

We have forwarded your feedback to the relevant team who may reach out with further information.

Once again, we appreciate your feedback.

The XCover Team

No word from them. Nice business model

DO NOT BUY THIS INSURANCE PRODUCT.

Horrible experience! Everyone reading, please boikott this company and stay away from it, do not trust it with your money and life! Tou should be ashamed of yourself

Minus the ⭐️. Also under the trade name xcover ( & probably other names) I KNOW first hand these are not complying to legislation practices. Lost our hard earned money as I was led to believe I had full cover . When indeed I didn’t. Lost all flight money. 👎 (( as you can see their response is automated!! I received the exact response to my review to xcover )) & yes I will be replying via email & will update my review accordingly, if they reply ))

Advertised on checkout page to cover tickets for ($8.00 total).

Charged $8.00 per ticket on 5 tickets.

Cover Genius, aka Xcover, is a fraud sold by Bookings.com. I had booked airfares from the US to Europe, my partner was injured in a fall prior to our departure date, hospitalized, and had extensive treatment. We cancelled the insured flights. Xcover continues to send the same email to us requesting additional information but does not specify what that needed information is. Today, they "cancelled" our claim due to our failure to supply "requested information". They have no phone number and requests through their contact form receive no response. Bookings.com shares culpability by promoting this fraud when booking travel.

XCover is a flight insurance company that should not be trusted. I had bought a flight ticket to go and see my 100-year old grandfather in Texas--hoping to see him one last time before he passed away. However, as a dad of four sons whose oldest has been experiencing a very difficult mental health situation, I opted to buy flight insurance through XCover (Cover Genius, parent company). As the date of my flight departure came close, our oldest son had a relapse and a very scary situation. On the recommendation of our son's social worker and therapist, I decided to cancel the trip. I had to upload our son's full medical history, diagnosis, and additionally obtained a current letter from his social worker and therapist, on letterhead, clearly stating that it would not be good for me to leave home due to our son's mental health and medical status. Thus, I provided impeccable documentation to XCover, only to have the claim immediately denied (same day). They then stated they needed further documentation, which I provided and resubmitted the claim. It was again denied on the same day. I tried a third time and included a specific note begging anyone at XCover (Cover Genius) to at least call me so we could talk through why the claim is consistently being denied, even though all documentation is provided, dated, and included on specific medical professional letterhead. No one replied to my note or ever called me back. I am shocked by both the rapid denial of my claims, even though I provided ample documentation, including an extensive medical history and diagnosis, as well as social worker's / therapist's official letter with specific recommendation that I not leave home at this precarious time. As a father of four sons, I have never before encountered a company like XCover (Cover Genius) who simply immediately denies all claims, in rapid response, and requests more documentation, but then when given the EXACT documentation requested, denies the claims again--yet never calls back or provides a way to communicate with them. Utterly shocking.

Absolutely horrible! I was RAPED at a Glamping RV Resort and have multiple injuries, the “resort” actually kicked ME out when I made complaint, Sheriffs caught the guy but I will have months and years of therapy (I am a 60 year old widow) AND a broken tooth that I will be having root canal next week plus multiple trips to court which is in a County seven hours from my home! I have sent their “representatives” over 25 emails with doctor bills, receipts for items taken for evidence, including three hour Sheriff interview! They keep closing claims and most recently offered me $500 and asked for my bank routing number which I had already provided! I told Priceline that they should never book anyone into that place again and complained about the shameful way this insurance company has handled my claim! BEWARE of this company if you value your time and dignity….delay, delay, deny and try to close without out full settlement! Dishonest and disrespectful to “customers!” AND now they are sending a message to say they can’t find me in their system?????….delay, deny, lie! And here is PROOF via a message that I have coverage with this dishonest company…
” Hi there, thanks for adding XCover via Priceline! We just emailed an important update. Please check your email to learn more.”
I am reporting them to the California Department of Insurance!

UPDATE: after submitting complaints in every conceivable place, they responded and are now in the “process of resolving”. My advice remains the same. Use a company that actually has service and support and not one that will only reply when threatened with legal and public action.

This company gives you the runaround for months instead of paying out claims

I paid for this insurance via RentalCover, one of your companies and have had to do an incredible amount of work to even try to get the incident, clearly covered by my contract, covered. No phone number, no customer service. Just emails back every few months telling me that they are rejecting my claim.

If you are a consumer, don't use any of their products, they exist only as an add on to increase income and they provide fraudulent products in response. Everyone I've been able to get in contact with who is associated with them confirms that this is their model.

This company is an absolute scam! Don’t purchase any form of insurance from them! I purchased insurance for two concert tickets for my daughter and I and on the way to the concert we ended up with a nail in one of my tires. We were unable to keep it filled with air after this which made it unsafe to drive the rest of the way to the concert for safety reasons. I filed a claim immediately with proof of the nail in my tire and they said this type of incident isn’t covered with the insurance I purchased. What’s the point of purchasing insurance if unforeseen circumstances like this aren’t covered for some reason they probably made up to deny my claim? No where in any of the wording does it say something like this isn’t covered by the insurance purchased. My claim was denied after the event had passed making my tickets non-refundable through AXS-USA as well. Absolute waste of money! Won’t ever purchase insurance through this company again! I do not recommend anyone purchase any form of insurance through this company ever!!

Update: I responded to an email you guys sent me with my claim for this incident being denied. I sent over the information requested as well as screenshots of my insurance purchase, purchase date etc.
Hopefully this can resolved because this is definitely a very upsetting experience.

This is the email I received from claims@xcover

Hi Christie,

Thanks for your patience while we were reviewing your claim submission.

We (Cover Genius Insurance Services, LLC, - “Cover Genius”) have thoroughly assessed your claim based on the information you provided and the inclusions and exclusions outlined in your coverage terms and have determined that coverage is not afforded under your protection terms. The circumstances preventing you from attending your event are not covered as per your protection terms and conditions.

You can see examples of covered scenarios outlined in your coverage terms. Unfortunately, based on the information provided, the situation you described does not fall within the scope of what’s covered.

To provide you with more insights into our decision, here are additional details:

Your protection doesn’t cover if your vehicle breaks down, is involved in heavy traffic, is stolen or otherwise becomes inaccessible to you en route to the event.
Based on the information above, we respectfully deny this claim. Please note that this shall not be construed as a waiver of any other term or provision in your XCover Protection coverage terms. We retain the right to supplement this letter, and we reserve the right to deny this claim on additional grounds.

 
As outlined in your terms and conditions, you are covered for these scenarios. Anything not listed here will not be covered.

"If You cancel Your Event prior to the Scheduled Departure Date, We will reimburse You, up to the Maximum Benefit Amount shown in the Schedule of Benefits, for unused, forfeited, prepaid non-refundable Payments or Deposits for the Event Arrangements You purchased for Your Event, provided the cancellation occurs while coverage is in effect for You and is due to any of the following covered Unforeseen reasons, as defined…

You or Your Traveling Companion are attending the childbirth of Your Family Member or surrogate mother, provided the conception occurs after Your Effective Date for Event Cancellation and must be verified by medical records;
The Financial Insolvency or Financial Default of an entity that directly provides Event Arrangements, including Event Coordinator that causes a complete cessation of travel services if the Financial Insolvency or Financial Default occurs more than 30 days following Your Effective Date for Your Event Cancellation benefit.
You or Your Traveling Companion are directly involved in and are delayed due to a traffic accident, while en route to Your Scheduled Destination. The traffic accident must be documented by a police report..."
You can find more information about what you are covered for and what exclusions apply in your coverage terms.

Update #2 Still no response to my review or my email they requested I send them in this review. Please protect yourself!! Don’t purchase the insurance from this company. I truly believe they scammed me!!

We booked a trip bundle on Priceline and bought the embedded'XCover' to protect our trip medically and funds in case anything were to happen we could get refunded if a cancellation were to happen
The trip is coming up in 10 days, we both are diagnosed with Covid since yesterday, we can't seem to use the form to file a claim at xcover./claim and the phone support is not live representative support. Priceline has been dishonest, dispondent and driving this customer crazy.