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HELP CENTER


HAVE XCOVER PROTECTION?

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 1. Help Center
 2. 


EVENTIX HELP CENTER

We have partnered with Eventix to provide you with simple, stress-free
protection for your event. Our digital claim process is simple and hassle-free
with seamless payment of approved claims and our friendly support team can help
you with any questions not answered in this Help Center.





CONTACT EVENTIX

For specific questions about your purchase, please contact Eventix.

Contact Eventix


MANAGING YOUR EVENTIX BOOKING


WHAT HAPPENS IF THE EVENT ORGANIZER CANCELS OR RESCHEDULES MY EVENT?

If your event has been cancelled or rescheduled to a date that does not suit
you:

Please contact the event organizer or booking agent They will review your case
and determine if you are eligible for a refund subject to the terms that you
accepted at the time of purchase. XCover does not handle ticket refunds for
cancellations and reschedules.



Most organizers are also able to refund your XCover Protection at the same time,
however you can also check your XCover Account for a refund of your plan.

If your event has been rescheduled and you still decide to attend:

XCover will provide coverage for the rescheduled date.


I MADE A MISTAKE IN MY BOOKING. WHAT SHOULD I DO?

If you made a mistake in your booking, such as choosing the wrong dates or
event, please contact the event organizer or booking agent to make changes.

As with most event protection policies, XCover typically does not cover you if
you made a mistake in your booking. For specific details about your protection,
please check the wording in your XCover Account to see what’s covered.


AM I COVERED IF I CHANGE MY MIND ABOUT ATTENDING MY EVENT?

Unless you have purchased XCover Protection that offers refunds without any
reason required (called ‘Cancel For Any Reason’ or similar), XCover does not
cover you if you simply change your mind about attending your event.

If you bought your ticket through a resale platform, you may try to sell it
there if you are no longer attending the event.

Your XCover Protection is subject to additional terms, conditions, exclusions
and limits. Make sure you check your wording as coverage can differ from country
to country.


WHO DO I SPEAK TO ABOUT CHANGES TO MY BOOKING?

If you have any questions about your event, please contact the ticketing
company, event organizer or booking agent.

Similarly, if your event has been changed, rescheduled or cancelled by the event
organizer or booking agent , please contact them. Depending on your booking
terms, you may be eligible for a refund. We recommend that you check the booking
terms of your ticket, as most live event companies don’t allow refunds or ticket
changes.

If you need to change or cancel your XCover Protection, simply log into your
XCover Account to see the options available to you. This helpful article will
explain the steps to take. Many questions relating to your XCover Protection are
answered in your XCover Account.


MANAGING YOUR XCOVER PROTECTION


I’VE FORGOTTEN MY PASSWORD.

If you’ve forgotten your password you can request a reset password link from the
forgotten password page. If your email isn’t recognized, you may not have
activated your XCover Account. This article explains what to do. If you haven’t
received any emails from XCover please read this helpful article.

You’ll then be asked to enter the email address associated with your XCover
Account. We’ll send you an email with a password reset link. Click the link,
enter a new password and your new XCover Account details will be saved.

If you can’t find the password reset email from us in your inbox, this helpful
article explains why and how to solve related issues.




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, the below explains why and how to
solve related issues:

 * Your email may be in your social, promotions, spam, or junk folder.
 * You purchased your protection using the Safari web browser, your Apple
   Account or iCloud email address.
 * You made a typo in your email address during your purchase.
 * You purchased multiple XCover Protection products using different email
   addresses. We can merge two XCover Accounts for you. Simply follow the
   instructions in this article to contact us.
 * There was an issue when you purchased XCover Protection via one of our
   partners. Please contact our partner as they should be able to retrieve your
   XCover Reference Number. Then contact us with your Reference Number and we’ll
   create a new XCover Account for you. Please include the information listed
   here in both of your enquiries.
 * You may have purchased protection from a different provider, not XCover.
   Occasionally we are mistaken for other providers. If that’s the case you
   don’t need to tell us and your enquiry will be closed.

If you are still having issues, simply follow the instructions in this article
to contact us.

Once you have set up your XCover Account, you should be able to easily log in,
view your XCover Protection documents, make changes and start a claim.


WHERE ARE MY XCOVER PROTECTION DOCUMENTS?

All XCover Protection documents are available in your XCover Account. To protect
your privacy, we don’t send these documents in the mail.


HOW DO I DOWNLOAD MY CERTIFICATE?

If you'd like to download your XCover Protection certificate you can follow
these steps:

 1. Log in to your XCover Account and navigate to ‘Certificate/Invoice’.
 2. Once on the certificate page, select ‘Download PDF’.
 3. In the next window, select ‘Save’, and choose where you’d like to save your
    document on your device.
 4. Once complete, your document will be saved on your device as a PDF.



If for any reason the ‘Download PDF’ button doesn't work, you can also go to
your browser menu and select ‘File’, followed by ‘Print and save the document on
your device.

If the above step doesn’t generate the full document and cuts off some
information, you can also take a screenshot of the certificate. This helpful
article contains instructions on how to take a screenshot.


HOW DO I ACTIVATE MY XCOVER ACCOUNT?

When you first visit XCover you’ll 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 activate
your account. The link is secure. Follow the instructions to set up your XCover
Account.

If you can’t find any emails from XCover or you’re having issues logging in,
this helpful article will explain how to solve related issues.

Once you have set up your XCover Account, you should be able to easily log in,
view your XCover Protection documents, make changes if available and start a
claim.

If you’ve already activated your account, simply log in using the email address
you provided when completing the initial sign-up process to view or download
your documents. You will need to complete the steps above for all XCover
Protection products purchased.


XCOVER CANCELLATIONS, REFUNDS AND MODIFICATIONS


CAN I CUSTOMIZE MY XCOVER PROTECTION BENEFITS?

Your XCover Protection is tied to your Eventix purchase. We are unable to add
XCover Protection, switch you to a different XCover Protection product,
customize (increase or decrease) your benefits after purchase or modify the
inclusions and exclusions of your XCover Protection wording.

If you prefer to cancel, you can log into your XCover Account and click
‘Cancel/Modify’ to see what options are available.


I RECEIVED AN EMAIL TO COLLECT MY BANK DETAILS FOR MY PAYMENT. WHY CAN’T XCOVER
JUST REFUND MY ORIGINAL PAYMENT METHOD?

XCover Protection is sold via partners like Eventix. When you add XCover
Protection during your purchase on their site, your payment details are
collected by Eventix and not shared with XCover.

In order to process your refund, we collect your bank details by sending an
email with a secure link. Please input your bank details carefully and ensure
everything is correct to prevent any delays in your payment. XCover does not
offer alternate methods for collecting your payment.

Refunds may take up to 5 business days to complete. We will send you an email
with information about your payment, so please keep a close eye on your inbox
and remember to check your spam folder.


HOW DO I MAKE A CHANGE, CANCEL OR GET A REFUND FOR MY XCOVER PROTECTION?

To see what options are available, simply log into your XCover Account. Make
sure you have already activated your account using the link in your confirmation
email.

To update your personal information or contact details click ‘Cancel/Modify’,
then select ‘Modify Protection Holder’ and enter your updated details.

To make changes to your XCover Protection, click ‘Cancel/Modify’, then select
‘Modify Protection’ to view the modifications available to you.

To cancel your XCover Protection, click ‘Cancel/Modify’, then click ‘Cancel
Protection’. You will then be able to cancel your protection, if available.

If you cancel, and a refund is due, we will refund you via a bank transfer,
which can take up to 5 business days. We will send you an email with information
about your payment, so please keep a close eye on your inbox.







This helpful article explains what happens if you cancel your XCover Protection
shortly after purchase.

If you bought your XCover Protection via Eventix you may be redirected to their
site instead.


HOW WILL I RECEIVE MY PAYMENT FOR MY XCOVER PROTECTION REFUND?

If you cancel your XCover Protection and a refund is due, we will refund you via
a bank transfer to the original payment method. We do not offer any other
payment methods, such as vouchers, checks, cash and more.

To process your refund, we collect your bank details by sending an email with a
secure link. Please input your bank details carefully and ensure everything is
correct to prevent any delays in your payment.

Refunds may take up to 5 business days to complete. We will send you an email
with information about your payment, so please keep a close eye on your inbox
and remember to check your spam folder.


CAN I GET MY PROTECTION BACK AFTER CANCELLING IT?

Unfortunately, we are unable to reinstate your protection once it has been
cancelled.




KEY THINGS TO KNOW ABOUT YOUR XCOVER PROTECTION


WHEN DOES MY PROTECTION START AND END?

You can find your protection dates under ‘Your Protection’ in your XCover
Account.

Your protection typically covers you for cancellation between the time you
purchase protection and until the date of your event.


AM I COVERED FOR PRE-EXISTING MEDICAL CONDITIONS?

As with most travel protection, XCover may not cover pre-existing medical
conditions. To check whether you’re covered or not covered for pre-existing
medical conditions, please view your wording in your XCover Account.



Your XCover Protection is subject to additional terms, conditions, and
exclusions. What you're covered for can differ from country to country. Make
sure you check your wording for more details.


WHAT AM I COVERED FOR?

Your XCover Protection is subject to additional terms, conditions, and
exclusions. Make sure you check your documents as coverage can differ from
country to country.

Unless you have purchased XCover Protection that offers refunds without any
reason required (called ‘Cancel For Any Reason’ or similar), you may be covered
if:

 * You or another ticketholder have to cancel due to illness or injury.
 * A close relative of any ticketholder is ill, injured or passes away.
 * You or another ticketholder can’t attend the event due to transit strikes.
 * You or another ticketholder are selected for jury duty or military duty.

For specific details about your XCover Protection, please log in to your XCover
Account to see what's covered.


WHAT'S NOT COVERED?

Your XCover Protection is subject to additional terms, conditions, and
exclusions. Make sure you check your documents as coverage can differ from
country to country.

Unless you have purchased XCover Protection that offers refunds without any
reason required (called ‘Cancel For Any Reason’ or similar), you may not be
covered if:

 * You simply change your mind about going to the event.
 * Work issues, non-medical or transport issues that prevent you from attending
   the event.
 * You do not provide supporting evidence or necessary documents during the
   claim process.

For specific details about your protection, please log into your XCover Account
to see what's not covered.


MAKING A CLAIM


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.

Depending on your case and protection, you may need to upload a clear photo or
copy of the following:

 * Booking confirmation showing name and date of the event, ticketholder name,
   and amount paid.
 * Medical documentation such as proof of illness or injury or proof of
   pregnancy. This document should be issued by a medically qualified
   practitioner and include the relevant information and dates, as well as
   official certification information.
 * Documentation confirming death such as an official death certificate, medical
   certification of death, public death or funeral announcement, or other
   document confirming the death.
 * Doctors' note or official test results for COVID-19 including your name, the
   result, and the date of the test.
 * Home damage report from the repairer showing the cause and date of damage.
 * Notice of termination signed or stamped by the employer showing the date of
   termination, the reason for termination and the terms (i.e., temporary or
   permanent) of termination.
 * Proof of transport delay if you missed your event due to a public transport
   delay, or severe traffic delays.
 * Roadside assistance report or invoice showing the date and details of your
   vehicle breakdown.
 * Official summons letter showing the date you received the invite and the date
   you are expected to attend.
 * Evidence of travel warning, such as a warning issued by a local government
   website, weather service, or news service.
 * Proof of address for any immediate family members living with you that you’re
   claiming for.
 * Other supporting documents showing proof of incident for your case.

Once you have these documents ready, it will take you approximately 5 minutes to
complete the claim form.


WHAT HAPPENS TO MY REIMBURSED TICKETS?

Tickets that are reimbursed are invalidated and may not be resold.


I’VE STARTED A CLAIM AND IT’S BEEN SAVED AS A DRAFT. WILL THE DRAFT EXPIRE AT
ANY TIME?

Your draft claim will not expire, however, if you continue your claim using a
different browser (e.g. you start and save your claim on your desktop, and
continue the claim on your mobile later) or you clear your browsing history
(cache) on the device previously used to start the claim, your draft will be
lost.

We recommend continuing your claim on the same device you started the claim on.


HOW DO I ADD EXTRA DOCUMENTS TO MY EXISTING CLAIM?

If you’ve already submitted a claim and our friendly Claims Team request
additional or corrected documents, or you would like to add supporting evidence
to your claim, you can do so in the Claims Center.

Carefully complete or confirm all your details. Then, add your documents in the
section titled ‘Documents related to your claim’ by dragging your documents into
the section or browsing to where the documents are located on your device and
adding it.



The biggest cause of delays during claim assessment is incorrect or missing
paperwork, without which your claim status will be changed to ‘pending’ or
‘closed’, depending on the time taken.

This helpful article has a guide to what documents you may need based on your
claim reason.


HOW DO I SUBMIT A CLAIM FOR ONE OF THE BENEFICIARIES OF MY XCOVER PROTECTION?

As the XCover Protection holder, you will be able to submit a claim on behalf of
any of the beneficiaries listed in the wording. Here’s what to do:

 * Check the wording in your XCover Account to confirm that the beneficiary is
   covered.
 * If the beneficiary is covered, collect all the necessary documentation that
   provides evidence of the incident. Clear, comprehensive information will help
   us assess the case accurately. This helpful article has a guide to what
   documents you may need based on the claim reasons.
 * Once you have these documents ready, it will take you approximately 5 minutes
   to complete the claim form. During the submission, you’ll have an opportunity
   to tell us who you’re submitting the claim for.
 * After the claim has been submitted, keep an eye on your inbox. As the XCover
   Protection holder, our friendly Claims Team will send you emails about the
   progress of the claim. You can also follow the progress of the claim in our
   Claims Center. This helpful article explains how.


WHEN SHOULD I MAKE A REFUND REQUEST?

Please make a refund request as soon as you can. If there’s a cutoff for filing
it will be mentioned in your wording. The biggest cause of delays is incorrect
or missing paperwork, without which your refund request status will be changed
to “pending” or closed, depending on the time taken.

When you first visit XCover you’ll need to activate your account. Simply find
the XCover confirmation SMS or email in your inbox and click the activation
link. If you can’t find your confirmation email, this article explains why and
how to solve related issues.

From your XCover Account, you can make a claim, make changes or view your
wording.


DO ANY OF THE DOCUMENTS I PROVIDE TO SUPPORT MY CLAIM NEED TO BE TRANSLATED INTO
ENGLISH?

No, your documents do not need to be translated into English before submitting a
claim.


HOW DO I MAKE A CLAIM FOR MY REFUNDABLE TICKET?

Simply log in to your XCover Account, select the XCover Protection you would
like to submit a refund request for and then select ‘Make a claim’.

The XCover refund request process is quick and hassle-free, with payment or
reimbursement for approved refund requests processed instantly. Keep a close eye
on your emails to ensure there’s no delay.




CAN I SUBMIT MULTIPLE CLAIMS?

In the unfortunate event that you experience multiple incidents you need to
claim for, you will be able to submit multiple claims. Here's what to do:

 * Check the wording in your XCover Account to confirm that the reasons for your
   claims are covered.
 * If you are covered, collect all the necessary documentation that provides
   evidence of each incident. Clear, comprehensive information will help us
   assess your cases accurately. This helpful article has a guide to what
   documents you may need based on your claim reasons.
 * Once you have these documents ready, it will take you approximately 5 minutes
   to complete the claim form.
 * After your claims have been submitted, keep an eye on your inbox. Our
   friendly Claims Team will send you emails about the progress of your claim.
   You can also follow the progress of your claim in our Claims Center. This
   helpful article explains how.




CAN I CLAIM FOR MY BOOKING IF IT WAS PAID FOR BY SOMEONE ELSE?

You can claim for a booking as long as the following applies:

 * You are the XCover Protection holder.
 * You are considered a beneficiary as defined in the wording in your XCover
   Account.
 * You don’t violate any terms of your agreement with XCover or Eventix.

This helpful article explains how to make a claim.


CLAIM PROGRESS


HOW LONG WILL IT TAKE TO PROCESS MY CLAIM?

Please allow time for our Claims Team to assess all the circumstances and
evidence related to your claim. This can take several days. This helpful article
explains how you can follow your claim progress in the Claim Center.

The biggest cause of delays during claim assessment is incorrect or missing
paperwork. Please keep an eye on your inbox for emails from our friendly Claims
Team , and remember to check your spam folder. This helpful article has a guide
to what documents you may need based on your claim reason.

Without documents to support your claim, your claim status will be changed to
‘pending’ or ‘closed’, depending on the time taken.


WHERE CAN I SEE MY CLAIM PROGRESS?

All replies, updates about your claim, and other email communications are sent
to the email address associated with your XCover Account. This email address is
the same one used during your purchase through one of our partners, unless you
changed it during your online claim submission.

If you are having trouble finding our emails, make sure to check your social,
promotions, spam, and junk folders. If you have multiple email addresses, be
sure to check them all, as you may have submitted your claim using a different
email address.

To check your claim status and view a complete history of emails from the XCover
Claims Team, simply visit the XCover Claims Center. You can also log in to your
XCover Account and navigate to ‘Your Claim’.



If you can’t find any of our emails and your claim status and claim email
history are not available in your XCover Account, please ensure that you have
completed the claim successfully and that it is not still saved as a draft. If
your claim is a draft, please complete and submit the online claim form. Once
complete, your claim status will change to ‘Submitted’, you will receive a
confirmation email from us.



In some cases, claims may be assessed by a trusted partner of XCover. This
helpful article will explain how to find updates from them.


WILL I GET SMS UPDATES ABOUT THE STATUS OF MY CLAIM?

XCover Protection is sold alongside other purchases made via partners. If you
included your mobile number during the purchase process, you may receive SMS
updates as we progress with your claim assessment.



If you did not include your mobile number during the purchase and would like to
add or change your number, simply log into your XCover Account and navigate to
‘Your profile’.



During the claim submission process, you may also be asked to check or share
your email address and mobile number. Carefully complete these details,
especially if you are submitting a claim on behalf of a beneficiary you wish to
receive claim updates. Any updates regarding the progress of your claim will be
sent to the email address and phone number you submit or confirm during the
claim submission.


WHAT DO THE DIFFERENT CLAIM STATUSES IN THE CLAIM CENTER MEAN?

After successfully submitting your claim, you’ll be able to follow the progress
of your claim in the Claim Center. Here’s a quick summary of what all the
statuses mean.



Submitted

You have successfully submitted your claim. The claim assessment will begin
shortly.

Under Assessment

We are actively assessing your claim. Keep an eye on your inbox. We may request
additional information or documents to support your claim. This helpful article
has a guide to what documents you may need based on your claim reason. If you
can’t find any emails from us about your claim, this helpful article explains
where you can see a history of emails from our Claims Team in the Claim Center.

Action Required

We require you to complete an action before progressing with your claim
assessment. Please check your inbox for an email from us letting you know the
details we need. For example, we may ask for additional documents to support
your claim, provide instructions for an inspection of the item you are claiming
for, etc. Your claim will remain in this status and not progress further until
you complete the action.

Settled

Your claim assessment has been completed and your claim fulfilled. This helpful
article explains how you will receive your claim payment if your claim has been
approved.

Closed

The action previously required by you was not completed in the specified
timeframe and your claim has been closed.

Under Review

If your claim has been closed and you send us additional documentation our team
will review the information provided.

Declined

Your claim has been declined.

Withdrawn

You requested for the claim to be withdrawn.


HOW DO I WITHDRAW MY CURRENT CLAIM?

If you’ve submitted a claim and wish to withdraw it, simply reply to any email
from our friendly Claims Team, explaining the reason you wish to withdraw. Once
your claim has been withdrawn, your claim status will change to ‘Withdrawn’ in
the Claim Center.

Cancelled claims cannot be reopened. Please start a new claim if you wish to
continue with the claim.


CLAIM PAYMENTS


HOW DO I PAY THE EXCESS OR DEDUCTIBLE?

Once your claim is approved, our friendly Claims Team will send you an email
containing a cost breakdown of your claim payment. Your excess, if applicable,
will be deducted from your total claim payout amount.




WHAT CURRENCY WILL MY CLAIM BE PAID IN?

If your claim is approved, you will receive your payment in the currency of your
XCover Protection purchase.

Once your claim is approved, our friendly Claims Team will send you an email
containing a secure link to confirm your banking details.

If any alternative payment types are available, they will be listed on the
secure page. We don’t send checks in the mail.


HOW WILL I RECEIVE MY TICKET REFUND?

Once your refund request is approved, our friendly Claims Team will send you an
email containing a secure link to confirm your banking details. As soon as we
have received your details, we will automatically process your payment. Payments
may take up to 4 days to complete. Keep an eye on your inbox for an email from
our Claims Team, confirming that your bank has received the funds.

If any alternative payment types are available, they will be listed on the
secure page. We don’t send checks in the mail.

Occasionally, we rely on trusted third-party assessors. If so, we will inform
you during the refund request process. Their payment options may differ from
ours.




WHAT IS AN EXCESS OR DEDUCTIBLE?

If you make a claim, you may be required to pay an excess (also known as a
deductible). An excess is usually an agreed amount or percentage that is
subtracted from every covered claim event.

Excesses are usually part of most protection products and help keep prices lower
by having the XCover Protection holder absorb or contribute to part of the loss.

If applicable, your excess or deductible will be shown on your certificate.


ABOUT XCOVER


WHO IS XCOVER?

XCover is owned by Cover Genius, the insurtech for embedded protection 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 insurance 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 Center. If you would like to know more about what’s covered
by your XCover Protection, you can view your wording in your XCover Account.

We do not have an inbound call center available and all customer enquiries are
evaluated by email. You can reply to any of our emails for a speedy response.

For complex cases or if you have submitted a claim and our Claims Team has
additional questions about the circumstance of your claim or the evidence you
have provided, we may opt to call you.




WANT TO CHANGE OR CANCEL YOUR PROTECTION?

Manage your protection


CAN'T FIND AN ANSWER

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HOW LIKELY ARE YOU TO RECOMMEND XCOVER TO A FRIEND OR COLLEAGUE?


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Not likely

Very likely

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Specific information on Cover Genius' regulatory information is available.

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disable them visit our Privacy & Cookie Policy.

Accessibility If you are having difficulty viewing or navigating the content on
this website, or find a feature or functionality that is not fully accessible to
you, we welcome your feedback via our contact form. To help us best respond to
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accessibility issue and the web address or other location of the requested
material and we will make all reasonable efforts to make that page accessible
for you.

† Cost savings are based on a comparison of all Cover Genius shipping protection
versus published carrier rates for Fedex, UPS, DHL, USPS, UPS, Old Dominion,
DHL, XPO Logistics, Estes Express Lines, YRC and TForce Freight as at June 27,
2022. Time savings are based on average resolution times (i.e. the duration from
initial filing to completed payment) for all XCover shipping protection claims
as at May 31, 2022 (sample size = 868) compared with the industry average time
including payment settlement (min. 6 days) and period to acknowledge a filed
claim.