Genuine claim refused and endless delays — extremely poor handling
I’m deeply disappointed with my experience with XCover / Cover Genius.
I submitted a genuine accidental damage claim for my phone back in August 2025 while I was on holiday. The phone was damaged beyond repair, and I uploaded all the requested documents promptly — proof of purchase, proof of use, photos, and even a video clearly showing the date, my hotel wristband, and the context of the incident.
Instead of processing the claim, XCover kept asking for irrelevant or impossible documents, such as:
Proof that my SIM card or IMEI was cancelled, even though the phone was damaged (not stolen).
“Proof of current market value,” even though I provided the original proof of purchase.
“Incident reports” from third parties (like banks or airports) even though this was simply accidental damage, not a theft or medical emergency.
Each time I complied, new obstacles appeared. It’s now been well over 8 weeks since my original submission, and they still haven’t resolved or responded properly.
When they finally replied, they declined the claim, stating it was “outside the protection period” — even though the damage occurred within my coverage dates, and I submitted my claim on time. Their reasoning simply doesn’t match the facts or their own policy wording.
They also don’t provide a working phone number, ignore messages, and make it impossible to speak to a real person. I’ve now considering escalating this to the Financial Ombudsman because this feels like deliberate stalling and avoidance of legitimate claims.
If you’re considering buying XCover insurance — think twice. The process is frustrating, non-transparent, and unfair to customers who do everything by the book.