CS Update: Offline insurance - transition to PassportCard

Between now and the end of the year, we’ll be transitioning our sales team’s offline travel insurance solution from CoverMore to PassportCard.

Please note:

• XCover will remain our online insurance solution – no change there.
• There’s no action required from your end other than to direct any customer post-purchase or claims-related enquiries to PassportCard. From a compliance standpoint, they must handle all such cases directly.

PassportCard Customer Service details: 

Send customer name and complaint details to complaints@passportcard.com.au 

**If you speak with a customer who appears dissatisfied or wishes to lodge a complaint, please email this here with the following information, so PassportCard can prioritise follow-up: complaints@passportcard.com.au 

• Date complaint received:
• Name of customer:
• Type of complaint: service/system/process/claim/other
• Resolution requested (if any):

Thanks in advance for your support as we complete this transition, and reach out if you have any questions!

If you have any question please reach out to your TL.

📧 This was also communicated via email on 29th October 2025, titled "UPDATE: Offline insurance - transition to PassportCard" sent by Annika R (Media and Brand Partnerships Manager).