Commonly Asked Questions

Section I. About upcover

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

We are an Australian insurtech startup providing pay-as-you-go insurance and portable benefits (sick leave, holiday and maternity leave) to people that work for themselves – the gig economy! 

Currently, we are providing insurance products just for food delivery riders. But stay tuned for updates, as we are always up to something!

We built upcover from the ground up with love, statistics, and lots of chats with delivery riders. After hundreds of hours of interviews and our own experience in the gig economy, we decided to do something about the lack of a safety net for gig workers. That’s where our journey began and that is why we do what we do. 

At upcover, we are people just like you, building products that protect you from scratch. And 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. 

upcover is built by delivery riders and we are always up for a chat. You can always reach out to our community managers, Victoria and Matteo, who are here to help you with everything. 

At upcover, we are also a family and if you’re interested in working with us – feel free to reach out to us on hello@upcover.com.au!

We are backed by the oldest insurance partners in the world, Lloyd’s of London and Agile Underwriting Services. They’ve helped us get our insurance product in place, as quickly as possible, which means we haven’t had to wait for delays to become an insurance partner.

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 Australia, you can find our HQ in Sydney, NSW 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 with us, we will show you a brief 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 product disclosure statement (PDS). This will include all the information you need to know about your policy. 

Your cover will start from the date that you choose. You can choose to begin your cover instantly or the next day or another set date. Once you have a fixed start date, your cover will be valid 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

To ensure that you are aware of what your policy covers and doesn’t cover, read your cover summary page and our policy wording in the app carefully before confirming your policy with us. 

If your bike was stolen, the best thing to do is make sure you’re okay. 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, and you have made a claim with us, we will confirm if there is cover under the policy. Once done, we 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. 

In order to do that, you need to file a claim and provide us with proper documentation. Read more about the replacement cost and claims in our insurance dictionary here.

You can make a claim by going to our ‘Make A Claim‘ section on your app or on our website.

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. After medical care has been provided, and you’re feeling safe, you can file a claim with us, and once filed we can confirm your cover with us, as well as how much we can pay for your injuries, as well as any loss of income as per your policy conditions. 

At upcover, we also recognise that the path to recovery will be different for everyone. Our team and community managers have been in your shoes before and will be there to support you every step along the way.

If in case you accidentally hurt someone else or cause damage to their property while working and you are protected for that event, upcover could help you cover any bills they want you to pay. Once you’re ready, you can file a claim with us, submit any evidence or details of what happened and we can investigate how we can help – what’s best is that you can keep working stress free!

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, we will pay you 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. 

If you wish to cancel your policy, 

  1. Go to our app, upcover
  2. Navigate to the side menu and go to ‘Help’
  3. Click on ‘Cancel Your Policy’ 

You can also simply email us on support@upcover.com.au or reach out to us on 1300 UPCOVER and we will send you a confirmation email regarding the cancellation of your policy almost immediately (though, we will be sorry to see you go).

If you want to cancel your cover with us, you can do so by either:

  1. Reaching out to us on support@upcover.com.au
  2. Calling us on 1300 UPCOVER (24/7 service)
  3. Go to ‘www.upcover.com.au’ and leave a message in the ‘Help’ chat!

Once we hear from you, we will deactivate your auto renewal, which means you’ll have to manually buy cover from us each month in order to continue being covered under us. 

If your cover has been paused, it is likely that you haven’t paid us on time. It’s important to make sure your payments are up to date or we will need to cancel your cover – and then, you won’t be protected! In this time period, we will also be unable to process your claims or provide additional support until the payments for your cover 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.

If your cover has been paused, it is probably because your payment has been declined and after multiple attempts to reach out we haven’t heard back from you.

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! In fact it’s so easy that you’ll be on an auto-renewal with us until you cancel. You can check your latest cover and payments all in our app.

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

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. No hidden extra charges and you’ll be refunded for what you didn’t use.

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 us on 1300 705 031 or send a detailed complaint at complaints@agileunderwriting.com.

You can also call us on 1300 UPCOVER or write to us at hello@upcover.com.au.

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 our product specifically for food delivery riders. However, we are soon coming out with products for 6 other professions 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 built our pricing algorithm together with food delivery riders and insurtech experts.

When deciding on a price, we take 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

Worried that it will be too expensive? Don’t be. Insurance protects you from all things that can go wrong and upcover’s policies have been built  at a price that won’t burn a hole in your pocket.

upcover’s insurance policies are made according to your needs while being affordable, starting from as little as $8/week. You can choose from our 3 covers- your bike, public liability, personal accident. To learn more about the covers, check out our insurance dictionary here

We will bill you monthly and send a confirmation when your payment has been processed. Your policy will also be set on auto-renew, that means, every month we will charge you on the card details provided.

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 flex up and down your cover by linking your UberEats and DoorDash accounts. This means you’ll not pay for cover if you’re not working.

You can choose to cancel your policy anytime and we will refund you for whatever cover you didn’t use. We assure you, you will not have to pay any extra charges either. 

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.

It really won’t happen but if you have been wrongly charged, reach out to us on support@upcover.com.au or talk with our community manager as soon as possible.

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.

If you are forgetful like the rest of us, that’s ok. In case that happens

  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 be able to login 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, we will pay $1750 for your new bike and you’ll just have to pay $250. So for any accidental damage that is likely to be $250 or less, it might be best to cover this yourself!

If you want to know more about what excess is, you can check out our insurance dictionary 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. 

Don’t be surprised if your price is different from others – it is simply because you have a set of circumstances that is unique to you and this helps us determine the cost of your policy.  

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: but it’s free for businesses like yours (earning less than $2m a year).
3. ESL (Emergency Services Levy): is a charge on the bike cover product for calls to police or ambulances. 

 

Section IV. Claims

 
Making your claims process easier, better, and faster.

When something unexpected happens, and you are covered by our insurance policy, you can tell us and we will work hard with our claims team to ensure that, wherever your cover is confirmed, we pay you the claim amount for it as quickly as possible. 

For more information on claims, you can check out our insurance dictionary here

It is super easy to file a claim with us.  

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

You can also find the same process on our Support Page or 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. Doing this as early as possible will 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. 

It may seem like a hassle but 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 claims@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, 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 have substantial proof, and you have paid for that cover then we will process your claim accordingly. 

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