"Excellent service "

Prompt replies
Friendly staff
Hassle free experience
A special thanks to Dylan who was so helpful with my experience

"Easy to communicate with and settled…"

Easy to communicate with and settled all my invoices whilst I was in the USA. I got into a pretty severe accident involving my eye. I was so stressed and down already due to the accident and then the emergency department bill came through and added a whole new level of stress. My vision is permanently impaired due to a freak accident, and I really didn't want to think about owing money to the emergency department on top of my injury. Luckily Truetravelers were great, they said they along with AXA insurance will handle the medical bill from the emergency department. And they also have a very smooth and easy smaller claims set up who handled my doctor bills so fast. Definitely sticking with Truetravelers for all my future visits!

"I would not take insurance with this…"

I would not take insurance with this company. I did so because it said it was underwritten by AXA and it was UK based. When I needed to claim it was difficult to get through on the phone number provided. The IVR was in a different language, sounded Eastern European even though the phone number was a UK one. The woman who answered was rude, asked me why I was calling, didn’t know anything about my policy, she hung up on me then we tried to call back and were told we needed to speak to someone else who we had to wait to call back, meanwhile I was suffering terrible AMS and the window to get taken to hospital was closing; no care or urgency. After the event I tried to give written feedback, which was treated in an offhand way with no apology or intent to improve customer service. I rang the emergency line! Unbelievable, unprofessional and should not be underwritten by AXA.

"Great company and even better claims team!"

I don't normally write reviews, it's normally my partner who does this sort of thing as I'm terrible online, however, I personally made a claim with this company for recipts as we unfortauntely had a medical issue abroad. Its the first time i've ever claimed off insurance at all, so I didn't know where to start but I submitted it and a few days later got all our money back!

A special shout out to Khatia as she handled my claim and was quick to answer my questions.

Thanks again!

"Their website and customer service are…"

Their website and customer service are atrocious.

Spent over an hour today completing a quote and multiple times it failed when adding a pre-existing medical condition.

I add this medical condition to insurance forms regularly with all manner of companies and never have an issue. With True Traveller the online form on their desktop site asks you to add it then lacks the ability for you to actually type it in. Fast forward two chats with customer service agents and I'm left with "we'd recommend to start again on another tab", sound.

Attempted again this time on the mobile set, hooray, you can type in the medical conditions. Boooo, once you've added one you're stuck in a continuous loop of being asked to add your medical condition... y'know, the one you've already added.

One further conversation with customer service, "We can start it again over the phone if you like?". If they're this useless while trying to give them my money, I can only imagine how bad they'll be if something goes wrong.

STAY AWAY!

EDIT: Nonsense responses from True Traveller...

"What we don’t know is what browser the end user has, and whether they have disabled JavaScript or all the cookies on their machine, which may make all but the simplest of websites fail."

I tried separately with both a laptop and mobile phone, unless your suggesting both devices had the same issues with cookies & JavaScript, or that Google Chrome itself was the issue (one of the most common browsers in operation), this doesn't stack up. Not-so-subtly implying the fault lies with the end user, instead of acknowledging a poor experience, reinforces the suggestions I made in my review, it doesn't refute them.

"We cannot fathom how someone having problems with a website could possibly conclude that claims would be handled badly..."

Very simple conclusion. Bad customer service before you receive custom = equally bad service post receiving custom.

"POSITIVE REVIEWS ARE FAKE BEWARE"

The positive reviews must be manipulated, no doubt. BEWARE.

I am having the most distressing experience with the insurance.

I am an open travel insurance holder for period of 18 months. I broke my ankle while travelling.

1) First contact with emergency team after being admitted to hospital was horrible. The agent on the phone was rude, was not able to locate my policy for 1 hour ( all while I was awaiting a surgery that had to be preapproved according to policy terms) and in severe pain.
The agent then sent an email in spite to a completely fictional email address with details to my situation ( after he refused to send a test email while still on the phone) . This delayed me receiving the surgery and added to the anxiety and trauma i experienced after the accident.

2) the insurance would not confirm in any definite terms whether they would pay for hospitalisation and were dragging their feet. Every day I had to ask for another day cover, and every day the answer would be received too late so I was left in a limbo of whether the cost would fall to me eventually. It seemed like a tactic to deter patients from getting the treatment required medically. This is despite multiple follow ups on the phone and email where agents again were most rude and unhelpful saying ' as we said we will get back when we can on your issue'. I eventually was approved for my urgent surgery 17 hours after I first contacted them.

3) Repatriation home - it's a 6th day since I made the request to have flights home booked due to my condition, and I am now after falling down stairs with my broken ankle. The insurance initailly said they would wait for a medical report ( even though it was already made when i was admitted).

After 6 days they said ' we never said you couldnt go home, you can purchase your tickets yourself). I had clearly asked for the flights to be paid for as they are immensely expensive.

On Day 6 they sent me a default email with a link to make a claim with wait time up to 60 days.

In the meantime I have been stuck in a hotel room every day, unable to move and having to cover all the costs while I am awaiting their proper response to my situation.

Their answers every time are most elusive and unhelpful, never definitive.

I have an appointment with doctor now who would have to split my cast to travel, but since insurance hasn't gotten back to me I would have to wait another week now at minimum until I can make plans to return home.

They have no consideration for your health. I have experienced a real trauma as a result of this daily stress following my accident. Unable to plan from one day to next where I will be.


It is a very clear strategy adopted by the insurance to buy them time, make it expensive on the patient so as to deter them from repatriation.

BEWARE.

I intend to make a formal complaint but want to spread the word. This insurance is beyond unreliable and should not be trusted.

Refer also to another independent review by WORLD WIDE WALKIES blog describing their conduct in another case.

Klaudia

" A company that tries its best"

A company who tries its best for its customers with quick response times.
Whilst initially the outcome I wanted wasn’t achieved the company worked with me to try find a compromise which is something most companies won’t do.

"Communication"

I rang up yesterday to clarify some questions I had in regards to taking out a policy for my trip around south east Asia and Australia with my whv. Chris was beyond helpful at answering all of my questions and also making me aware of certain aspects which I hadn’t have thought about prior to the phone call. I decided to then choose to go with True Traveller after the amazing communication I had received from Chris, the ease of navigating their website and reading the policy. My mind is now at ease knowing I am with a trusted provider. Very happy with my experience so far.

"Great travel insurance"

Great travel insurance. It was my second time using it and I have no complaints. I had to make a claim and it was very easy to do. Moreover, the claim was settled in a matter of couple of days.

"4.5/5"

Would recommend and I'll consider them again for the future.

However, they resolved my claim after three days of not answering my query and after I left a negative review on here. 4.5 Stars from me