Cover Genius Omdömen 224

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.

Annuleringsverzekering afgesloten bij Booking Protect, onderdeelvan Xcover en Cover genius: geld niet terug gekregen omdat onze artsen in NL geen verklaring mogen geven en de bedrijven moeten dit zelf opvragen knmg.nl.actueel.dossiers.beroepsgeheim.geneeskundige-verklaring
En zelfs met een brief van de ambulance kreeg ik niks. En ook met screenshots van onze medische app niets.
Booking Protect biedt dus iets aan wat ze niet kunnen naleven.
klacht ingediend en geen gehoor. Ik heb heel goed uitgelegd wat er is gebeurd en dat onze arts geen verklaring MAG geven. Toen een aantal dagen later de ambulance een brief achter liet was ik blij toch bewijs te hebben maar dat is blijkbaar niet voldoende. Zelfs terwijl ik al eerder de claim had ingediend (nog voordat de ambulance kwam), wat aantoont dat het klopt. En ook screenshots van Medgemak.
Alsof je voor de lol niet naar een concert van je favoriete band gaat waar je kaartjes van 150 euro voor koopt. En wij al erg aangeslagen zijn door wat er is gebeurd...Als consument kan je niks tegen deze bedrijven die handelen en rijk worden van mensen in een nare positie vanuit wantrouwen. Laat hun maar eens aantonen dat er geen sprake was van verhindering. Ik heb dit allemaal meerdere keren gedaan maar niemand leest goed en steeds opnieuw moet ik alles uitleggen. Er is ook geen emailadres hiervoor, geen klachtencommissie, niks.

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

A fouir! Assurance inutile!
Nous avons souscrit cette assurance pour un voyage a Londres. En raison de problèmes techniques a l'aéroport, notre vols a été annulé et reporté au lendemain. Nous avons dû débourser plus de 750 euros (pour 5 personnes) pour le seul hôtel qui restait disponible ce jour là...
Nous avons contacté l'assurance a plusieurs reprises et au bout d'un mois notre demande de prise en charge a été refusée car l'annulation d'un vol n'entre pas dans le cadre de l'assurance voyage. Je précise que nous avions pris la formule "assurance plus". Quelle est l'utilité de souscrire une assurance voyage si celle-ci ne rembourse rien!!!
Service client injoignable également!

Épisode 2: le commentaire ci-dessous indique que la société ne trouve pas mon dossier... Alors pourquoi je viens de réceptionner un mail de votre part indiquant:
"Nous comprenons que le fait de faire une réclamation peut être difficile et que le résultat n'est pas celui auquel vous vous attendiez. (...) Comme mentionné précédemment, votre demande d'indemnisation a été rejetée pour la raison suivante :

Votre protection ne couvre pas les cas où votre départ est annulé, reporté ou retardé pour des raisons opérationnelles ou commerciales telles que des retards liés aux créneaux horaires de contrôle aérien, une pénurie ou une grève du personnel du transporteur, des perturbations du système aérien, la rotation des avions, des problèmes d'horaire ou une faible demande de passagers."
Encore une fois quelle est l'utilité de proposer une assurance voyage en formule complète si elle ne couvre pas l'annulation???
Merci de bien vouloir revenir vers moi avec un motif valable et de rembourser a minima le coût de l'assurance soit 79.73€

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 ))

Fausses réparations, article revenu en pire état qu'avant ! (vis cassées en remplacement de mes vis d'origine, poussière dans les capteurs), malgré les preuves, rien ne bouge

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

Charged $8.00 per ticket on 5 tickets.

Nonostante le innumerevoli mail e richiesta di assistenza diventa impossibile presentarela richiesta di risarcimento!
questo nonostante sia stata inviato un documento ufficiale dei carabinieri che conferma il furto dei bagagli e del passaporto!
Consiglio vivamente di non stipulare nessuna assicurazione con XCover e aggiungo che Booking, il quale propone questa assicurazione è complice della truffa!!!!
A

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!!

Xcover is a scam!! Do not get insurance from them, I use to book my flights through hopper and add on insurance because they were a reliable source & would give me a FULL refund on flight delays. Now they are no longer trusted, they partnered up with these criminals at Xcover who does not honor they word, they are stealing peoples refund and offering back Pennie’s IF you even get a response! Do not waste your time or money with these sick mf’s . There’s literally no way to contact them when they stop responding to your emails. There only based in New York so sew’ing them will be an expensive battle as well as far as your time. DO NOT WASTE YOUR TIME OR MONEY ON THESE PEDOPHILES!!!

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.

Be very careful! Pets are NOT considered family according to their rules and regulations. I unfortunately had to cancel my trip due to the fact that I had no one to care for our pets(FAMILY) due to unfortunate circumstances at the pet care facility. We lost over $1200 and paid for the insurance for this purpose. I’m still hoping to get reimbursed for this.

We purchased a trip through priceline\armed forces travel and opted in on the "travel insurance". Well, the first thing that happened is our bank contacted us asking if a transaction for this insurance was fraud. Priceline\armed forces travel never disclosed they would be charging us additional through another vendor.

It gets even worse! This company has NO PHONE NUMBER. What a great way to help out customers.

Wait, there's more! Travel insurance only covers health\medical. Nothing else!! So, its NOT travel insurance, it's "travel health insurance" - which is completely fraudulent. This was not disclosed prior to booking.

And...without their fake insurance if you cancel in my circumstance they charge you one room night for it.

Thanks "Cover Genius" for NOTHING.