Commonly Asked Questions

Section I. About upcover

 
Get an inside look into how upcover works and who we are.

We are an Australian tech startup! With our partners, Agile Underwriting & Lloyds of London, we are building pay-as-you-go insurance and portable benefits for people that work for themselves. 

Currently, upcover and our insurance partners are offering insurance products exclusively made for food delivery riders. But stay tuned for more updates, as we are always up to something!

Our journey began after we conducted hundreds of hours of interviews with people in the gig economy and decided to do something about the lack of a safety net. That is why we partnered with marketing-leading insurers to build insurance for anyone that works on their own time – starting with food delivery partners in Australia. 

At upcover, we are people just like you, building products with insurance experts that protect you in a way that is simple, easy and affordable. upcover’s human element is a big part of what makes us, us. At our HQ, you’ll find passionate community managers, a friendly leadership team, and a drive to ensure every delivery rider on the road has access to affordable protection. 

We are backed by the oldest insurance partners in the world, Lloyd’s of London and Agile Underwriting Services

You can reach out to us through our app, community managers via whatsapp or simply call us on 1300 UPCOVER. While our team is based all over the world, you can also reach out at our office at Level 8, 11 York St, Sydney, NSW 2000

Section II. Your Policy

 
Breaking down your insurance policies and other big questions.

Before you confirm your payment, you’ll see a summary of what your policy covers and doesn’t cover. You can also easily make changes according to your needs. 

After the payment is complete, we will email you your policy schedule, invoice, and the policy wording. Read the these documents carefully to understand what you are covered for and not covered for. It will include all the information you need to know about your policy. You can find a copy of this here.

Your cover will start from the date that you choose. You can choose to begin your cover instantly or another date in the future. Once you have a fixed start date, your cover will be valid, and will automatically renew each month, as long as you don’t cancel it. 

Once you’ve started your cover with us, it is active 24/7 for your bike, and only active when you are out making deliveries for the personal accident and public liability cover

If your bike was stolen, the first thing to do is make sure you keep a record of what happened. Take photos of the scene of the theft, and if you’ve got your broken bike lock, keep that with you. It’s important that you go to the police as soon as possible to make a police report. If your bike cannot be recovered, you can make a claim here. If you have cover confirmed under the policy, out insurance partner, Agile, will pay you or your bike rental provider the cost to replace the bike so you can be back on the road in no time. 

 

If you are injured while you’ve been out making deliveries – we are sorry! Please check to make sure you are okay and go straight to a hospital to seek medical attention. If you’ve purchased the Delivery Insurance Personal Accident policy, you can file a claim here. Once filed, we can confirm your cover with us, calculate how much we can pay for your injuries as well as any loss of income as per your policy conditions. 

Our team and community managers have been in your shoes before and will be there to support you every step along the way.

If you accidentally hurt someone else or cause damage to their property while working and you have purchased the Delivery Public Liability insurance product, there may be cover for any legal liability including bills and legal fees that they want you to pay. 
You can file an online claim here. 

At upcover we can provide cover  for any loss of income due to an unfortunate accident that occurs while you’re doing food deliveries, and stops you from undertaking your delivery work. If something like this happens and you’re covered under the Delivery Insurance Personal Accident policy, you may be entitled to 85% of your average weekly income or $500 per week as lost income for up to one year. 

Please keep in mind that there is a waiting period of 14 days before you can be eligible for the loss of income benefit, but you can make a claim at any time here.

If you wish to cancel your policy, you can also simply email us on support@upcover.com.au from your registered email account. 

Once we hear from you and confirm your details, we can cancel your insurance and refund you what’s owed. 

If your cover has been paused, it is probably because your payment has been declined. 

We’ll reach out to you incase that happens so you can update your payment details. If we don’t hear from you, we’ll cancel your cover. Int his time period, we will also be unable to process your claims or provide additional support until payments are up to date.

If you believe there has been an error, reach out to us at support@upcover.com.au or call us on 1300 UPCOVER.

We are always happy to welcome you back! Your policy cover is month to month, and will be automatically renewed until you cancel with us. You can check your latest cover and any payments in our app.

You can find your active insurance cover dates on your policy schedule. Simply go onto our app and it should be right there under the ‘My Cover’ section. 

Best part? You can choose when to start your cover and can cancel cover anytime. See how to cancel you cover here. 

At upcover, we are always striving to better our service and your feedback is of most value. If you have a complaint, you can call our insurance partner directly on 1300 705 031 or send a detailed complaint at complaints@agileunderwriting.com.

We take complaints of our customers very seriously and are here to help you. Our dispute resolution mechanism works in stages: 

Stage 1: Complaint Handling Procedure

If you are dissatisfied with any of our products or services and you wish to lodge a complaint, please contact us at:

Postal address:

The Complaints Officer

Agile Underwriting Services Pty Ltd

Level 5, 63 York Street, Sydney, NSW 2000 

Telephone: 1300 705 031

Email: complaints@agileunderwriting.com

We will respond to your complaint within fifteen (15) business days, or if further investigation or information is required, we will work with you to agree on reasonable alternative timeframes.

Stage 2:  Dispute Resolution Procedure

If you are dissatisfied with our response to your complaint, you may ask that your complaint be referred to:

Postal address:

Lloyd’s General Representative in Australia

Lloyd’s Australia Limited

Level 9, 1 O’Connell Street Sydney NSW 2000

Telephone: (+61 2) 8298 0783

Facsimile: (+61 2) 8298 0788

Email: idraustralia@lloyds.com

Following receipt of your complaint and supporting documents, you will be advised whether your matter will be handled by Lloyd’s Australia or the Lloyd’s Complaint team in London, or what other avenues are available to you. Your complaint will be acknowledged within five (5) business days of receipt, and you will be kept informed of the progress of the review of your complaint at least every ten (10) business days. Your complaint will be reviewed by a person at Lloyd’s Australia with appropriate authority to deal with your dispute.

Stage 3: External Dispute Resolution

If your complaint is not resolved in a manner satisfactory to you or we do not resolve your complaint within forty-five (45) calendar days of receiving it at Stage 1, you may refer the matter to the Australian Financial Complaints Authority (AFCA) as follows:

Postal address:

Australian Financial Complaints Authority

GPO Box 3, Melbourne VIC 3001

Telephone: 1800 931 678

Email: info@afca.org.au

More information can be found on their website

AFCA provides fair and independent financial services complaint resolution that is free to consumers. Your dispute must be referred within two (2) years of the date of Lloyd’s final decision. Determinations made by AFCA are binding.

As we are building from the ground-up in Australia right now, so we won’t be able to  provide cover for when you are overseas (yet).

Currently we have launched the first product specifically for food delivery riders. However, we are soon coming out with products for more than 250 occupations and cleaners are on that list. So hang tight!

Section III. Premiums, Payments, and Cancellations

 
Simplifying the small stuff. 

It can be a difficult task to get insurance just made for your delivery work and that is why, at upcover, we have worked with our insurance partners, Agile Underwriting, to build a insurance pricing algorithm that is affordable and paid for on a monthly basis.

The price of your insurance takes into account a couple of things:

  • Your bike details
  • Where you live
  • How much you earn
  • Number of claims you have made in the past 12 months

upcover has worked with its insurance partners, Agile Underwriting, to build insurance policies that are made according to your needs while being affordable, starting from as little as $0.95/day. You can choose from 3 covers- your bike, public liability, personal accident. To learn more about the covers, check out our insurance explained here

Your insurance will be billed monthly and you’ll receive  a confirmation when your payment has been processed through our app. Your policy will also be set on auto-renew, that means, every month we will charge you on the card details provided, until you can cancel with us.

For now, we’ll be charging you based on the average weekly income that you told us about when you signed up. Soon though, you’ll be able to be truly pay-as-you-go by linking your UberEats and DoorDash accounts. This means you’ll only pay for cover when you’re working.

You can choose to cancel your policy anytime and we will refund you for whatever cover you didn’t use.

If you cancel within the cooling off period (first 14 days), you’ll receive a full refund. If it’s after 14 days, we’ll refund you what’s remaining of your cover for that month.

Keep in mind that you won’t be entitled to a refund if you’ve made a claim.

Yes, you can add multiple cards. You can do that by:

  1. Go to our upcover app
  2. Navigate to the side menu and find ‘Payments’
  3. On the payments page, you’ll find ‘Current Payment Method’ and ‘Change’ next to your card details
  4. Click on ‘Change’ and on the right hand corner, you can find an add (+) option
  5. Click on the add button and enter your card details

You can also set a default card by choosing between your cards.

If for some reason your payment is declined, we will keep trying so ensure that you have enough money in your account around your payment date. We will also send you an email to let you know if your payment doesn’t go through.

If you still fail to pay, we may have to cancel your cover with us. In case you are facing financial hardship or are in a dire situation, reach out to us on 1300 UPCOVER.

If you have been incorrectly charged, reach out to us on support@upcover.com.au or talk with one of our community managers ASAP via Whatsapp.

If you want to change your payment details:

  1. Go to our upcover app
  2. Navigate to the side menu and go to ‘Payments’
  3. In Payments, you’ll find ‘Current Payment Method’ and your card details
  4. Simply update your details by clicking on ‘Change’.

You can also add or delete your card details just as easily.

Every month, we will send you an invoice as soon as your payment is confirmed. If you want to see your financial history anytime: 

  1. Got to our upcover app
  2. Navigate to side menu and go to ‘Payments’
  3. You can find your ‘Payment History’ below the payment method section.

To reset your password:

  1.  Click on ‘Forgot Your Password’ and enter your registered email address.
  2. You will receive an email link on your registered email address to reset your password. 
  3. Click on the link and you’ll be requested to enter a new password. 
  4. Type in your new password and press ‘Save’.

That’s it! You’ll now be able to log back into your account with your new password. 

If your personal details change (like your home address or email address), you need to  let us know so we can easily manage or amend your insurance cover. You can let us know by giving us a call on 1300 UPCOVER or reaching out to us on hello@upcover.com.au

For your bike, you have an excess of $250 – which means, you will have to pay the first $250 for anything regarding your bike and we pay the rest of it. 

For example, your bike was insured for $2000 and it was unfortunately stolen. In such a case, upon filing a claim and confirming cover, we will pay $1750 for your new bike and you’ll just have to pay $250.

If you want to know  more about what an excess is, you can check out our insurance explained section here

At upcover, the policies usually range between $8-$12/week – that’s for our bike cover product, however, if you want more coverage for public liability or personal accident you may have to pay a bit more. 

 

There are a couple of taxes that we include in your price, so you don’t have to worry about any hidden charges. These are:
1. GST: national tax on goods and services of 10%
2. Stamp Duty: between 0% and 9% depending on the type of insurance you’re taking out
3. ESL (Emergency Services Levy): is a charge on the bike cover product for assistance from police or an ambulance. 

 

Section IV. Claims

 
Making your claims process easier, better, and faster.

When something unexpected happens, and you are covered by the Delivery Insurance policy, you can tell us by making a claim here. Once complete and you’ve sent through all the required documents, we will make a decision on the claim within 10 business days.

Learn more about claims here.

It is super easy to file a claim with us.  

  1. Open our app, upcover or website
  2. Navigate to the side bar and follow the steps in the ‘Make a Claim’ section
  3. You will be redirected to an online claims form
  4. Fill the form carefully, attach relevant files and you are all set. 

You can also find the same process on our website –just take a look here

When you file a claim with us, you will need to provide us with any evidence that would be relevant to the event, accident or injury. It’s important to do this as early as possible to make sure your claim is processed quickly and smoothly.

For example, if your bike was accidentally damaged, we will need a proof of ownership (an invoice, if it’s yours) or rental agreement (if you rent), a police report event number, and possibly, a report from your doctor. 

Remember to also hang on to all receipts and invoices. 

At upcover, our goal is to process your claim as quickly and efficiently as possible. 

All claims will be handled by our claims team (contact them at any time at support@upcover.com.au). Our insurance partners comply with the General Insurance Code of Practice – this means that once we receive a claim we will respond to you in no later than 2 working days, and once we receive all the required information we will make a decision on the claim within 10 business days

If you have cancelled your cover, you can only file a claim for the period you were covered for and that you had paid for. If you had cancelled your cover, received a refund, and you made a claim for something that occurred after you cancelled, it’s likely we won’t be able to help!

However, if an unfortunate event occurred while you were covered with us, you can make a claim here.

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