"The claim process is so quickly"

I want to express my sincere gratitude for the excellent service I received from True Traveller. Their travel insurance was a lifesaver. The claim process was smooth and efficient, and I was impressed by how quickly I was compensated. Thank you!

"Easy and good customer service"

When you’re planning a trip it can be quite exhausting to search for travel insurance, so many companies and options, especially when you need coverage for a specific situation. Many companies only offer customer service via email, and it takes a long time to get a simple reply. I was looking to buy an insurance policy, so I called the phone number to find out which option was the most convenient for me and they quickly answered all my questions. It was super easy to purchase the policy on their website, very intuitive and clear. Let’s hope I won’t need to use the policy during my trip 🙏🏽. Tip: if you are already traveling or you already left your home country and you need an insurance you can purchase still and insurance with them.

"The best backpacking insurance company"

The best backpacking insurance company! The claims process is very simple and stress-free to follow and my cases have been dealt with easily and quickly by Khatia.

"0 stars"

I used this company in the last and they refused to reimburse me after I was robbed and assaulted before a flight I was meant to take. Beware all of the protection that they claim to cover as they have hundreds of exceptions so they can and will con you out of assisting you for the service you paid for. Would not reccomend to anyone.

"No claims for anything that was caused by a cancelled flight"

One of my flights got cancelled and I want to book another flight in another airline, but True Traveler said they won‘t reimburse it so I said I will just let the airline rebook me to another date but I will miss some of my tours which are non-refundable. True Traveler also said they won‘t reimburse any missed tours and hotel bookings because of the rescheduled flight. I just tried to understand that it‘s their policy, I‘m just disappointed, hence my low rating. +1 star for at least answering my e-mail within 24 hrs.

"Excellent "

My daughter took out insurance with True Traveller for a recent trip.
I cannot fault their response and assistance to her when she needed help.
I’m incredibly impressed and very thankful for their prompt action.
I would highly recommend True Traveller

"No help so far"

Edit: I have been corresponding with truetraveller at axa-assistance.cz - claims at truetraveller.com were copied in to the original email on 3rd September. I had also called the number on your website - to say I haven’t been in contact with you at all seems, entirely incorrect?

My father has been diagnosed with terminal pancreatic cancer, I had to fly home to see him. It's been a horrendous time. So far I haven't had any help from True Traveller and question what use the insurance is.

After purchasing my insurance I received an email from True Traveller stating that I am covered for trip curtailment (see document Insurance Product Information Document). Tomáš, who I initially spoke and emailed with said I would be covered for the cost of economy flight tickets. After an email exchange confirming this I went on to book my tickets.

Given True Traveller's assurance, I felt confident in booking the flights, only to face unexpected obstacles when it came time to file my claim.

I have now temporarily resumed my travel to attend a course I had already booked and paid for, whilst my father undergoes treatment. This is an incredibly sad and stressful time for us as a family and I do hope you will escalate this matter and provide help. Otherwise, in distressing, unforeseen circumstances such as this, why bother paying for insurance?

I have tried calling and emailing about this matter to no avail, if someone would be able to provide some assistance I would be happy to amend my review.

"Feeling abandoned by True Traveller"

After leaving the UK for an 11-month trip, my partner developed a chronic infection. We sought medical treatment and she received multiple rounds of antibiotics (all of which were ineffective), before being told by both a Japanese doctor and a UK specialist that she needed to return to the UK for treatment because Japan doesn't widely recognise this condition, does not have access to her health records, and cannot give her the treatment she needs.

We appealed to True Traveller to help get her home and were told that they would not do so because the infection can be treated in Japan. This is despite us having written confirmation from two medical professionals stating that it cannot, as well as evidence from multiple rounds of ineffective antibiotics that have been prescribed here.

True Traveller are treating the incident as a standard infection, which it is not. The dangers of chronic infections are well documented and, if left untreated, can result in long-term organ damage. True Traveller refuse to take this into account.

What's worse is that True Traveller's 'medical team' will not take her case seriously. We keep receiving copy 'n' paste responses saying they won't recognise the claim. When we ask them reasonable questions, such as what additional costs might be covered if we have to stay in one place to receive treatment, they ignore us (as other reviewers have noted).

When she left her own review on Trust Pilot, True Traveller immediately responded saying that they were only made aware of the situation yesterday. This is absolutely not true. We have been seeking medical advice since 23 October, which we have paid for ourselves. We contacted True Traveller's Emergency Medical Assistance line on 2 November asking for help so they have known about this for five days.

As a result, my partner has spent the majority of our trip in Japan in bed and in substantial pain. I'm extremely concerned for both her mental and physical health, and True Traveller are showing no inclination to help us.

I'm sure True Traveller will provide a prompt, comprehensive response to this comment refuting my claims. If they put as much effort into providing medical support for their clients as they do to managing their brand image, we wouldn't be in this situation. They haven't even responded to her questions about whether she needs to attend the appointment they have arranged for her and what information she needs to get from that appointment to support her claim.

Between us we paid in excess of £2,200 for this policy, and paid extra to have curtailment protection added to the policy. Which True Traveller are now refusing to come good on.

Avoid this company at all costs.

"Leaves you stranded in medical distress "

I am currently stuck in Japan with a chronic, antibiotic resistant UTI for which I have managed to arrange a specialist appointment in the UK for treatment but True Traveller are refusing to acknowledge that, after five rounds of antibiotics and being sick since at least the 20th October, I cannot be treated properly here. I have even obtained a medical note from a Japanese doctor explaining that the course of antibiotics I probably need is not available here and have been advised to return to the UK for treatment.

Their responses are cut and paste, their 'medical team' does not seem to understand how dangerous an unresolved infection of this kind and back-to-back antibiotic treatments can be, and the potential long-term damage this could be doing to my bladder and kidneys. I have lost half a stone and can't eat properly.

They do not fully answer my questions around what I need to do/get to qualify for curtailment (for which I paid extra to have added to the policy), or what next steps will be. They just keep telling me my 'condition can be treated in Japan'. If that were the case, why am I still ill after four appointments and five different antibiotics?

TT have an office based in the UK but all of our correspondence has been funneled through the Czech Republic through medical teams who don't offer the same level of care expected from a UK company, and won't even respond to questions or requests for advice.

We are now making a formal complaint and will be taking this further. We had to decide between TT and another insurance company and absolutely regret our decision as this has both ruined what should have been an 11 month trip (we are one month in) and left me sick, stranded and in chronic pain on the other side of the world.

Edit: Thank you for responding - seeing as you have been ignoring my emails to the
.cz address. In response, I contacted the assistance line on the 2nd. I sent them details of all my issues to date on the 4th along with a request for curtailment. I submitted my claim for all medical treatment to date yesterday - but let me be clear - I am absolutely desperate to go home and have a medical note from a Japanese doctor telling me that I should. I cannot be treated properly in Japan. I am in pain and absolutely losing my mind and this response just goes to show that they have no idea what is actually going on across their teams. Maybe if someone could contact me directly and actually tell me what I need to get to prove to you (beyond a medical report) that a chronic infection that is not going away is dangerous and terrifying, please do let me know as every request I have made has been ignored. THIS IS AN UNEXPECTED ILLNESS THAT MAY TAKE MONTHS TO RECOVER FROM - I'VE HAD THIS BEFORE. 10 years ago it took almost a year of prophylaxis antibiotics to fix and I have had confirmation Japanese doctors will not prescribe these.

"I claimed my diving computer loss"

I claimed my diving computer loss. And I was surprised by such a quick communication and resolution of my issue. Highly recommend!