"Mixed feelings regarding True Traveller"

I had to use my insurance twice during my 5 month stay in Canada.

The first time, I had an awful experience with the whole process. True Traveller (or Axa) needed the medical report from my hospital visit, which is of course standard. I was informed by Axa that they could get the report from the hospital since they had a “local branch”. Took about a week or two before I was informed they could not retrieve it and wanted me to send a "release of information" form to them, which I did. It took me an additional 3 weeks to finally get an answer from True Traveller where they informed me that “it doesn’t makes sense because I saw in AXA’s internal system that they are waiting for a medical report from you”. I.e. Axa never even sent the request for the medical report to begin with, even though they told me every week that they were “chasing it” and “on it”. I was constantly thrown around in a loop and no one at the insurance company was willing to help. The reason I could not get the medical form myself, was because the hospital wanted a form faxed and then they could only send it by postal mail (and I was informed this would take 30+ days). It was difficult to organize this myself since I was unable to move, nor did I have a fax machine where I was staying. The whole thing almost ruined my entire vacation. Not only was I severely ill, I was completely stressed out for WEEKS because I didn’t get any help and I had the hospital calling me every other day about paying for my hospital visit.

Furthermore, once everything was finally paid, some costs were not included. It might have been in the terms, but for taxi up and down to the hospital, tip wasn’t included. Which is standard in a country like Canada if you ever take a taxi (especially when you have to take it for an hour, and the taxi price to begin with is 150$). I also lost several hours of the training course I was taking, but because the awful communication I had before, I didn’t even bother to bring it up with Axa or True Traveller.

As a solo traveller in a foreign country where they don’t speak my first language and ill at the same time, it was a truly heartbreaking experience having to handle this all by myself.

Second time I had to use it was for a dental emergency. This time, I just sent in the cost and it took about 5 days before I got the payment back and no further information was needed. This went very smoothly.

I am very torn with my thoughts about True Traveller. In the end, most things got resolved. It’s just the process getting there that was unnecessary stressful. Big shoutout and thanks to Patrik at true traveller for being the only helpful person throughout the monthly long process.

"Professional & Very Efficient"

Very efficient when I needed to claim. Although I found the premium more I the expensive side I would highly recommend True Traveller as if you do experience any issues you have the comfort that it will be addressed swiftly and with an excellent level of professionalism. I was in correspondence with Ana and found her to be an excellent representative. I will certainly use the service again.

"Kidney Stone Surgery"

There were a few delays in the approval process, but overall I was very happy with the experience and especially the prompt settlement of my medical expenses.

"Fantastic customer service, great coverage for longer trips"

I've been with True Traveller for two longer trips across Europe now, and I can highly recommend them. Not only do they support longer travels across countries, you can easily add (winter) sports cover before and even after you started your insurance.
The customer service has been fantastic throughout, everyone has been super responsive, friendly & knowledgeable. 100% recommended

"Not good experience with their axa patner"

Everything was great until I had to call their axa partner when I got sick and had to do some urgent tests. The first person I talked to told me somebody will call me back within an hour... 5 hours later no news... I called back and turned out she had not even opened a claim and nobody was going to return my call. The second one was rude with me.. as an example when I asked how long it would take to get the tests appointmemt, she said it was up to me answering her questions correctly! Hopefully it gets better from here but their axa partner so far has been terrible.

"Wasn't my first time & wont be My Last :)"

Wasn't my first time that I have booked with True Traveller but first time I have Claimed and no Issues at all. As soon as I have given them all info Requested,

Definitely use them again on my next adventure :D

"Claim was settled very fast"

Claim was settled very fast, with no hassle. Any issues the communication was perfect

"Amazing service!"

I couldn’t believe how quickly my claim was responded to by True Travel! Furthermore, they didn’t ask for any further information and waived my excess fee due to my circumstances. The claim, the response and the money all came through within hours! What a seamless experience! Thank you True Travel!

"Rapid pay-out"

I made a claim after my husband became ill whilst we were travelling. We received the claim back in full within 2 days. This was a relief and was extremely good service. I have already recommended True Traveller to friends who are planning a trip and intend to use them again myself.

"quick and efficient help"

quick and efficient help. my claimed money came back super quick