Cover-More Travel Insurance has added a Voice over Internet Protocol (VoIP) feature to its app, allowing customers to call the emergency assistance team over Wi-Fi or mobile data when network coverage is patchy or expensive.
The new feature lets app users tap a single button to reach the insurer’s emergency assistance team via the internet, sidestepping the dropped calls and roaming charges that have long plagued travellers in remote and regional spots.
Cover-More told Karryon it recceived 250 VoIP calls in the first weeks of operation, building on an app that has been downloaded 280,000 times since the start of 2024.
It is the latest addition to a free app that now supports tens of thousands of monthly active users, the company says.
How the VoIP feature works
When a customer selects the ‘Emergency’ button in the app, the device automatically serves up the correct number to call based on their policy.
They can then choose to make an in-app internet (VoIP) call over Wi-Fi or mobile data, or use their device’s normal phone service.
To connect, the traveller needs at least one of the following: an active phone plan, Wi-Fi, a local SIM card or international roaming. In areas of very poor connectivity, a traditional phone call or local assistance may still be required.
Call costs depend on the customer’s mobile plan and whether they are using Wi-Fi, a local SIM or international roaming. Using Wi-Fi will often be cheaper than a traditional international call, though provider charges may still apply.
Why it matters for travellers in trouble
Cover-More is part of Zurich Cover-More, which operates several command centres globally and offers round-the-clock medical and security assistance.
In recent months, customers have used the app’s click-to-call feature to reach the assistance team for help with everything from gastro and flu symptoms to suspected fractures, chest pain and deep vein thrombosis.
Zurich Cover-More global chief marketing officer Chris Noble said dropped calls were a longstanding source of frustration for travellers far from reliable coverage.
“When travellers visit remote and regional locations, dropped calls are not only a source of great frustration but are an additional challenge to overcome,” Noble said.
“Internet-based calling capability is a breakthrough that is already making a difference to our customers with 250 VoIP calls received already in the first weeks of operation.
“These are people who would have otherwise tried and failed and then had to find an alternative way to call. But because of the VoIP feature, they are able to speak to our assistance team more rapidly.”
What else the app does
Alongside the 24/7 emergency connection, the app provides real-time travel safety and security alerts, access to policy details, the ability to lodge a claim, and an AI-powered itinerary planner launched in 2025 that offers general travel ideas and suggestions.
“We are seeing significant user growth year on year with the Cover-More app and this usage is testament to the ease it offers travellers as a one-stop resource for multiple travel needs,” Noble said.
“It is also exciting to see how travellers have embraced our AI itinerary feature to enrich their travel experiences, and now with VoIP they can have the peace of mind that seeking assistance will be easier and, in many cases, less costly, especially when using WiFi.”
The Cover-More app is free to download and the VoIP feature is available within it now.
KARRYON UNPACKS: Emergencies rarely wait for a strong signal, and the cost and stress of reaching an assistance team from a remote spot is a real pain point for clients heading off the beaten track. A built-in way to call over Wi-Fi or data is a tidy detail to mention when a customer is weighing up cover for a regional or far-flung trip.
