cove insurance

Frequently Asked Questions.

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General Questions

  • How can I buy insurance?

    Buying insurance through Cove can be done either via our website, or by using our innovative chatbot interface within Facebook Messenger. You’ll just need to answer some simple questions, and if we can offer you cover, we’ll get you a quote in just a few minutes. To get started buying insurance through Cove, you can check our prices online.

  • Are you saying I can make purchases through Facebook Messenger?

    You sure can. Chatbots are rapidly being adopted for eCommerce internationally, and are beginning to make their way to New Zealand. Brands such as Pizza Hut™ and Starbucks® are already using chatbots to enhance their customers’ experience.

  • I’m not setup to make payments on Facebook though!

    You don’t need to be. In fact we don’t actually use Facebook to take your payments if you buy through there. We use a highly secure payment provider trusted by many New Zealand brands. Facebook won’t even see your credit card details.

  • I want to join Cove without using Facebook

    We understand that some people won’t have a Facebook Messenger account, but still want to switch their insurance to Cove. With Cove, you can also quote and buy via our website right here.

  • Why choose Cove?

    Buying insurance through Cove is simple and intuitive, and our claims experience is designed to settle straight-forward claims quickly. Cove is here to bring a breath of fresh air to the insurance industry in New Zealand.

  • Who is behind Cove?

    Cove is a New Zealand company, founded in March 2017 and launched in 2018. Cove’s policies are underwritten by certain underwriters at Lloyd’s. Lloyd’s is one of the biggest names in insurance. The underwriters saw what we were creating, and jumped on board to help us provide New Zealanders with a better insurance experience.

  • What if I want to speak to a human?

    Just give us a call on 0800 268 347. We are happy to chat.

Using the Cove chatbot

  • What’s the home carousel?

    The home carousel is where you can view and change your details, manage your insurance, or start a new insurance quote.

    From the home carousel you can:

    1. Insure something new
    2. Change your personal details, including your first name, last name, email address, address, and phone number
    3. Change your payment method, and view your existing payment method
    4. View and amend any of your existing policies
    5. Cancel any of your policies

  • I answered something wrong, how do I go back?

    When you are using the Cove chatbot, you can type back at anytime to go back one question.

    If you need to go back further, simply type back again.

  • How do I view the home carousel?

    Sometimes you will want to stop what you are doing and return to your home carousel. You can do this anytime while using the Cove chatbot by either:

    1. Typing “Home”; or
    2. Clicking the Home button in the menu which is accessible by swiping up from the bottom of the screen when using the Messenger App, or via the hamburger button (hamburger nav) when using Messenger from a browser, which can be seen below:

     

    cove help menu

  • Can I live chat with a Cove team member?

    You can turn on support chat and talk to a Cove team member by selecting Support Chat (on / off) from the menu accessible via swiping up at the bottom of the screen, or the hamburger navigation button mentioned above, and one of our staff will respond if contacted within office hours.

Cove’s strength & stability

  • What's Cove’s financial strength rating?

    Cove itself does not have a financial strength rating. Cove’s insurance products are underwritten by certain underwriters at Lloyd’s. Lloyd’s has been in insurance for over 300 years and enjoys a financial strength rating from Standard & Poor’s of A+ and an A (Excellent) by A.M. Best. To put it simply, you are in safe hands when you insure through Cove.

  • Cove is a Coverholder for Lloyds

    Cove has designed a fresh range of insurance products that are supported by a leading service platform, bringing an improved take on insurance products to the New Zealand market.

    To help this fresh approach we have set ourselves up as a Lloyd’s Coverholder. A Coverholder is a company authorised to enter into contracts of insurance underwritten by certain underwriters at Lloyd’s.

    This is achieved by certain underwriters at Lloyd’s delegating their underwriting authority to Cove.

    To our customers however, we sure seem like an insurance company, we can create, sell, and administer insurance products to consumers without being what regulators and lawyers would technically call an “insurance company”. In saying that, we are regulated by the FMA and are still held to the same high standards as other companies in the industry.

    We think that brings our customers the best of both worlds.

Tell me about chatbots

  • What’s a chatbot?

    A chatbot is simply an interface which can break down complex tasks like buying insurance into a simple conversational flow. A chatbot will ask you one question at a time, and once it has gathered enough information, it will be able to present you with an insurance quote.

    If you have used a chatbot before you might have found them frustrating or unable to answer your questions. The way the Cove chatbot is built means that there is no room for misunderstandings. We assure you that the Cove chatbot technology is simple & intuitive.

  • Is Cove only available via a chatbot?

    At the moment, yes Cove is only accessible via Facebook Messenger. We are building our web interface as we speak, and this will be available to all Cove customers in the coming months.

About Cove

  • How can I reach Cove?

    Cove can be contacted by going to the Cove chatbot on your Facebook Messenger account, emailing support@coveinsurance.co.nz or via our online contact form. You can also reach us on 0800 268 347.

  • Are you hiring?

    Cove is always looking for great talent that is eager to help us build the best insurance experience in New Zealand.

    Whether you are looking for the next step in your career, or know someone who is, our current vacancies can be found on our careers pages.

    We also recommend following Cove on LinkedIn so you can keep an eye on what is happening at Cove, and to get you thinking about what sort or skills you have, that Cove needs!

  • How can I give feedback to Cove?

    We love hearing feedback! If you would like to give feedback to Cove, you can send us an email, or message us on Facebook or Twitter.

  • Does Cove have a complaints process?

    We do. We take all complaints seriously, and have a complaints page on our website which outlines exactly what our process is.

What we offer

  • How can I switch to Cove?

    Switching your insurance to Cove is simple. If you already have insurance with another company, give them a call to talk about cancelling. This is easier that most people think, and sometimes you will even get a refund.

    Once you are ready to start your new Cove policy, visit our quote page, and we will take you through the simple process of getting an insurance quote with Cove. Be sure not to cancel your existing policy too soon, as it may leave you being uninsured until your Cove cover is up and running.

  • Which insurance products does Cove offer?

    At the moment we offer car insurance and phone insurance. Every few months we will be offering more types of insurance, so eventually our customers can treat Cove as a one-stop-shop for all their insurance needs.

  • Can I buy car insurance?

    Yes! We have launched our comprehensive car insurance policy which is available now. To learn more about our car insurance policy, visit our car insurance page, and then hit Get a Quote when you are ready to purchase.

  • Can I buy home insurance?

    At the moment, Cove doesn’t offer home insurance. As we expand, home insurance will be one of our main additions to our product range. When it comes time to do this we would love to let you know. You can register your interest to receive an early invite to our home insurance product when we are ready.

  • How can I find out what I’m covered for?

    Before purchasing a policy from any insurance company, it is best to read the policy wording document to understand exactly what events are and are not covered. This document is the single source of truth that will be used to settle any future claims you may have with your insurance provider.

    You can find a summarised version of this document on our website. Head to the product page that you are interested in, and you will see in simple terms what the policy covers. You will also be able to see which of the policy features come as standard, or as optional extras that you can apply when purchasing your policy.

  • Where is Cove available?

    Cove is a New Zealand company, and is currently available to people residing in New Zealand with a Facebook Messenger account.

    Over the coming months, we will offer a web interface, so all New Zealanders can manage their insurance directly from the Cove website. Click here to be notified when this happens.

  • I don’t have Facebook Messenger, but I want to try Cove!

    That’s 100% okay! Our team have built what we think is the most intuitive web experience in New Zealand. You can get a quote here.

Accounts & Billing

  • What payment methods do you accept?

    Cove customers can pay via credit or debit card. All Cove payments are monthly, and can be cancelled at any time. We are saying goodbye to annual fixed contracts. This is just one way we made insurance more flexible and friendly in New Zealand.

  • How do I manage my account?

    Managing your insurance at Cove is just as easy as purchasing and claiming. Simply head back to our chatbot and navigate to the Home screen.

    From here, you can choose to get additional cover, view your existing covers, manage your payments, start a claim, refer a friend, or view and amend your personal details.

  • How do I change my payment details?

    Visit the Home Screen within the chatbot, and choose ‘Payment Method’. From this menu you can view your existing payment details, or amend your existing payment method.

  • What happens if I change my mind?

    We allow you 14 days to notify us if you decide the policy isn’t right for you, and we’ll cancel it immediately and we will refund your premium. Because Cove doesn’t do annual contracts, you can cancel during any month of the year, without refund after the initial 14 days.

Claims

  • How do I make a claim?

    You can lodge a claim online, or by calling 0800 23 83 10. The Cove team is currently working on allowing claims to be lodged directly within the chatbot.

  • Do I need to pay an excess?

    Most of the time, yes. As with most insurance, you will be asked to pay an excess when you need to make a claim. The good news is that you get to choose what level of excess you want to pay when you purchase your policy.

    Depending on your preferences, you can choose to pay a slightly higher excess at claims time, to lower your payments throughout the year. Alternatively, you may like to choose to have a low excess during a claim, and make slightly higher payments throughout the year.

    We do offer no excess glass claims as an optional extra for car insurance. If you’ve selected this then you won’t need to pay an excess for a broken windscreen!

  • What should I do if I’m in a car accident?

    Firstly, make sure everyone involved is okay, then call any emergency services that you feel need to attend.

    Once everyone is safe, and anyone injured is being appropriately cared for, exchange contact details with any other drivers involved, and request the contact details of any witnesses who have remained nearby. It’s important to get the person’s full name and number, and details of their car such as make, model, and registration.

    It’s a great idea to simply use your phone camera and take a few images of what happened, and the damage that occurred as a result. While your camera is out, you can use this as an opportunity to ask the other drivers involved to see their driver licence so you can take a photo of that too (and also to verify the details that they have given you are correct).

    Then get in touch with Cove. You can either lodge a claim via the Cove chatbot, or call us on 0800 268 310, and we can advise the next steps.

Ways to Save with Cove

  • How can I reduce my monthly premium?

    With Cove insurance policies you can reduce your monthly premium by choosing to pay a higher excess at claim time.

Other bits & pieces

  • How does Cove get involved in the community?

    We are currently doing our best to support Sustainable Coastlines. We are always looking new ways to get involved in our community, so if you have an idea please send us a message.

  • I need help with some of the insurance lingo

    We do our best to make insurance understandable, but we still need to use some jargon to keep the regulators happy. We’ve created an insurance glossary where we demystify many of the insurance terms you will see used at Cove.

  • How do I opt-out of targeted marketing from Cove?

    You can visit our unsubscribe page to opt out of any future targeted marketing Cove does. This could include email newsletters, direct mail, and individually targeted digital marketing.

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