How does XCover work?

XCover.com is an authorised Australian insurance provider on eBay, with over 3 million customers globally and an average 4.8 out of 5 stars from thousands of reviews on Google and Trustpilot. XCover's simple, fast and stress-free repair and replacement process delivers peace of mind if your item is stolen or it has damages or defects that aren't covered by the manufacturer's warranty.

24/7 Global Support
Our worldwide, follow-the-sun support team is right here when you need a helping hand - anywhere, any time.

Trusted to Protect
We're backed by the world's top-rated insurers, including Lloyd's, Chubb, AON, and Munich RE. Plus, thousands of customers rate us '5 stars' on Trustpilot.

Instant payments & claims
When it comes to claims, no one likes to wait. We've replaced snail mail and paper trails with an easy online process and instant payments.

Better Coverage, No Worries

XCover provides repairs or replacement of products for the reasons outlined below. While replacement is required if your items are stolen or the damage can't be fixed, repairs are undertaken by licenced local technicians who will fix damaged products in your home, at a local repair shop or in our service centres.

Electronics and Appliances
When purchasing electronics or appliances on eBay you'll see an offer for XCover Full Product Protection which protects the item against theft, defects and damage that's not covered by a manufacturer's warranty, such as water damage.

Furniture
When purchasing furniture on eBay you'll see an offer for XCover Full Furniture Protection which protects the item against theft, manufacturer defects and damage that's not covered by a manufacturer's warranty, such as liquid or flood damage.

Eyewear
XCover's 20/20 Eyewear Cover provides theft and damage protection for all types of eyewear including sunglasses, glasses and prescriptions.

Tools, Sporting and Outdoor Equipment
When purchasing power tools and sports, gardening and other outdoor equipment on eBay you'll see an offer from XCover for protection against theft, manufacturer defects and accidental damage that is not covered by the manufacturer's warranty.

FAQ

Why add XCover Protection?

XCover.com is an authorised insurance provider on eBay, with over 3 million customers globally and an average 4.8 out of 5 stars from thousands of reviews on Google and Trustpilot. XCover's simple, fast and stress-free repair and replacement process delivers peace of mind if your item is stolen or it has damages or defects that aren't covered by the manufacturer's warranty.

Who is XCover.com?

XCover.com is owned by Cover Genius, an Australian company that was recently recognised by the Financial Times as the fastest growing company in the Asia Pacific region. Cover Genius has won several local awards including Austrade's NSW Exporter of the Year, ANZIIF's Insurtech of the Year and the National Online Retailer Association for technology innovations in claims and customer support. XCover's insurance policies are backed by some of the world's largest insurance companies including Munich Re. Please visit XCover.com to find out more.

How do I purchase protection from XCover.com?

You can add protection from XCover.com on the eBay item page or when you add items to your cart, or when you click "Buy It Now".

Is my XCover Protection tied to the eBay item that I purchased at the same time?

Yes that's correct. When you purchase an item on eBay and the corresponding XCover Protection, the coverage is specific for that item, as policy prices vary depending on the cost of the item you purchase. This means the policy can't be substituted for another product, even if it's the same make and model. Your eBay item is mentioned in your policy wording (it can take up to three days after purchase to show). To view the wording or make changes, just login to your XCover Account using your eBay email address or, if you are yet to purchase XCover Protection, click the “policy terms” link.

For how long are my items protected?

Your protection Your protection starts on the day of purchase and it is valid for the period that’s shown in the listing name and policy wording. As we don’t have access to delivery information and we want to make sure you’re covered in cases where same day delivery applies, your protection may be active before you receive your item. Duration When you purchase XCover Protection on eBay your items are protected for an initial period. The duration is usually one year from purchase - you can check the term in the item listing. Many can be extended for life.

How do I get lifetime protection?

Most eBay items are eligible for lifetime protection. Just click the “lifetime activation” link in the email that we send immediately after purchase and your protection will automatically renew at the end of the initial period. It can be cancelled at any time (i.e. when you sell the item) and you only pay upon renewal. To view your policy information or make changes, just login to your XCover Account using your eBay email address.

How do I make a change, cancel or get a refund for my XCover Protection?

You can cancel your XCover Protection at any time. Refunds are available up to a date that is shown in your policy wording (typically 28 days from purchase). You can cancel your XCover Protection via your eBay dashboard or by logging in to your XCover Account using your eBay email address.

I have not yet received an email from XCover containing my policy documents

After purchase there can be a delay of up to 1 hour before you will receive an email that contains all of your policy information and documents. At the same time, an XCover Account will also be created (login using your eBay email address).

What do I get with XCover Protection?

Your coverage limit is the same as the price that you paid on eBay. So if your items need replacing because the repair cost exceeds the value or they've been stolen, the item will be replaced or we'll issue you a store credit. If the item can be repaired, we'll arrange that. For more details on what's covered, please visit xcover.com/help/product-insurance-benefits or login to XCover.com to read your policy documentation or make any changes or, if you are yet to purchase XCover Protection, click the “policy terms” link.

How do I file a claim?

Please visit xcover.com/claim to start the quick and hassle free claims process. The online claim form will guide you through this process and the dedicated claims team at XCover aims to complete 95% of claims within 3 days of claim lodgement. Keep an eye on your emails for further instructions once you've lodged your claim. Find out more at xcover.com/help.

How can I check the status of my policy?

There are two relevant statuses for XCover Protection: 1. “Active”: A policy is activated immediately after purchase. We’ll send you an email confirmation with all the details. 2. “Cancelled”: Cancellations are processed immediately. If you are eligible for a refund, payment is processed immediately (it can take 3-7 days to show on your bank statement). To check the cut off date for refunds or to make changes, just login to your XCover Account using your eBay email address or, if you are yet to purchase XCover Protection, click the “policy terms” link.

The seller cancelled my purchase or I have an INR (“Item Not Received”). How do I get a refund?

You can cancel your XCover Protection at any time. Refunds are available up to a date that is shown in your policy wording (typically 28 days from purchase). To view the wording or make changes, just login to your XCover Account using your eBay email address or, if you are yet to purchase XCover Protection, click the “policy terms” link.

My item broke. Do I go to the eBay seller, the manufacturer or XCover.com?

If your item is relatively new it is likely covered by the eBay Money Back Guarantee. If that is no longer applicable, some items have manufacturer warranties that may cover your damages. If not, just visit xcover.com/claim to start the quick and hassle free claims process.

Is there a further verification step? Why? How do I verify my item?

Depending on the eBay item that you purchased, we may require you to complete a quick ID check and photo verification to ensure that you now own the item. This process helps us reduce fraud which helps us keep prices lower for everyone. We typically use it for high cost and second hand items and product categories where authenticity is an issue such as jewellery and memorabilia. The process will only take a few minutes. If your item needs verification we’ll send you an email requesting verification and the steps to undertake. We’ll also notify you via your XCover Account. If we don’t require verification you won’t receive a request.

I can’t add XCover Protection to my purchase. Why is that?

We are working with eBay to improve the availability of XCover Protection on their site. There are several limitations that the eBay team are working on. At any time you can instead get the same protection directly on XCover.com.

Is there an excess?

The applicable excess differs per policy and is shown in your policy wording. To view the wording or make changes, just login to your XCover Account using your eBay email address or, if you are yet to purchase XCover Protection, click the “policy terms” link.

Is XCover Protection available for new, used and refurbished goods?

Yes, when purchasing on eBay you may see an offer for used and refurbished items.

Is my substitute product still covered by my XCover Protection?

If you purchased a product that is unavailable via ebay and you receive a substitute, your XCover Protection will apply to the new product. You do not need to inform us of the change. For more details on what's covered, please visit xcover.com/help or login to XCover.com to read your policy documentation or make any changes or, if you are yet to purchase XCover Protection, click the “policy terms” link.

Is XCover available using Afterpay?

We currently accept PayPal, MasterCard and Visa payments, but are working on activating Afterpay.

When does my XCover Protection start?

Your XCover Protection commences when you purchase it on eBay. We understand that it can take several days for the insured item to be shipped so - to give you peace of mind - all XCover Protection includes an extended refund/return window as detailed in your policy wording. Once your policy is confirmed, to view the wording or make changes, just login to your XCover Account using your eBay email address or, if you are yet to purchase XCover Protection, click the “policy terms” link.

How does XCover calculate pricing?

Multiple factors including insurance claim costs and item price influence the price of XCover Protection. Prices are continually updated so it may change between visits (sometimes higher and sometimes lower). If the price has gone up we’re unfortunately unable to revert to the old price.

How do I retrieve my XCover Protection policy documents and invoice?

To view your policy documents, wording and invoice, just login to your XCover Account using your eBay email address. These instructions are also outlined in the confirmation email that we send shortly after purchasing XCover Protection. We don’t post these documents via mail.

Am I covered for missing items from my order?

The eBay Money Back Guarantee covers delivery and other seller issues rather than XCover. Please contact the seller or eBay to flag any missing items from your order. View your Purchase History to get started.

How long will my refund take?

When you cancel your XCover policy we process your refund instantly. However, it might take some time for the funds to reach your account. While we issue refunds immediately when you cancel a policy, some card issuers may take up to 14 days to complete the refund. At any time we encourage you to speak to your card issuer or check your Paypal account for an update.

Do I need to tell XCover if I change my home address?

No. You don’t need to inform us of any address changes however you can update your personal details within your XCover Account at any time.