XCover by Cover Genius

How does it work?

Event participants who register for events which are using XCover will be given the option to take out refund protection during their online registration journey. Those that opt for protection will be instantly protected against unforeseen circumstances which include things such as accident, injury, illness, death, weather disruption, and transportation issues. All customer refund requests are managed and handled internally by XCover.

What are some benefits to offering XCover?

· It’s a quick and easy set up
· Generates Additional Revenue for your business
· Takes away the headache of refunds

For the event participant?

· Event participants can register in confidence, knowing a full refund can be requested if something goes wrong
· Fast refund turn-around time as all refund requests are reviewed within 48 working hours
· XCover by Cover Genius are global and able to provide exceptional service in all languages and currencies

Understand if XCover is right for you

Participant Terms and Conditions - https://www.xcover.com/en/pds/TermsandConditionsv4 
When a participant opts to purchase refund protection, these are the Terms and Conditions they're agreeing to. 

The XCover integration with eventplus is already built, so enabling XCover on your website does only take a few clicks.

Getting started with XCover

The first steps required are to sign up with XCover:

1. Apply via the Setup > Integrations > Cover Genius tile.
Click on 'Apply Here'.
Complete the application form.
The contractual arrangement is between the event organisation and Cover Genius (XCover).
This will be sent automatically to the Cover Genius team.

2. Complete the direct debit mandate. This can be found here: https://pay.gocardless.com/AL00005SEV6SK7
Completing the direct debit mandate removes the need for manual billing and means that where sales of the product are made, funds due to XCover will be collected automatically within 7 days of you receiving the monthly invoice (Invoices are sent out on the 1st of each month for our share of any XCover sales made in the previous month).  

Setup within eventplus

The next steps are on the eventplus dashboard.

1. Navigate to Setup > Integrations > Cover Genius
2. Vendor ID: Enter your Vendor ID as provider by Cover Genius
3. API Key: Enter your API Key as provider by Cover Genius
4. Terms Type: Select how you'd like to display the summary terms. The options are 'Short terms' or 'Long terms'
5. Cover is mandatory: Check this if the participant is to be automatically opted into XCover (no selection required)

Registration Form

The XCover options appear on the Registration Form for the participant to select.

Short description option:

Long description option:

XCover Confirmation Email

XCover will automatically send a welcome email to participants who opt-in with details explaining how to make a claim.

Offering XCover on discounted entries

XCover can be offered to participants who are entering with a partial or fully discounted entry.
If the “Refund integrations should use the full price” box is ticked the refund protection amount covered will be whatever the registration price is at the time of the new registration.

If this is not ticked, fully discounted entries will NOT be offered XCover and partially discounted entries will be offered XCover on the price of their discounted entry.

XCover Portal

The organiser can log into the XCover portal to view details of individual policies and sales breakdown reports.
If you've done any registration testing (which get cleared out of eventplus prior to going live) it's important to login and cancel any tests so you don't end up being billed for them.

Cooling off period
XCover offers a one-month cancellation period during which a participant can cancel their cover. To cancel, email partner.support@xcover.com

If the cancellation occurs within the same month the protection was purchased, XCover won't invoice the event team for it. If the protection fee has already been collected (i.e., if the sale was made in a previous month), XCover will apply a credit to the partner's next invoice.

The event team can then issue a refund to the participant for the XCover fee.

Email notifications

Insights on paid refunds can be shared upon request - please contact help@eventplus.net to request this.

XCover Information which can be made available on the event website for participants to review
The following could be made available from the event website.

XCover Information page:
https://www.xcover.com/en/pds/TermsandConditionsv4

XCover Claim page:
https://www.xcover.com/en/claim

FAQs

Question:If we have a team scenario where one person is injured - is the full team refunded? The team has been paid for in full by the team captain.

This really depends on whether the others can still participate without the injured team member, or if the team member can be replaced (if for example the injury occurs far enough in advance of the event that a new person can be found). If the team cannot participate without the injured member and a replacement isn’t possible, then BP would refund the full team.

Question: If we have a team scenario whereby one person is injured and the team is reducing in numbers (say 4 to 3 person team) - could the portion of the team (say a quarter) be refunded if the team is still participating in a reduced capacity?

XCover would just refund the injured persons portion of the registration in this case.

Question: What happens if the original team captain can no longer participate in the team

As usual teams do change around a bit. If the original team captain can no longer participate, and the team can still proceed with a replacement person, that's fine, no claim is required. The protection however remains with the original team captain, if at some later point the team cannot participate it would be the original team captain who would need to make the claim with XCover.

Question: What happens if the event has it's own refund policy

XCover works in conjunction with the event refund policy. If the event is offering 50% refunds (say) then XCover will pay the other 50%. Where the event does not offer refunds XCover will pay out the full refundable amount.

Get Help

Need any help to get setup up or further information, please contact us @ help@eventplus.net or XCover on ps-ticketing-global@covergenius.com