"Incredibly grateful for the service :)"

I wrote my first review some months ago, just after have bought the policy. After three months and a claim I’m so happy to renew the excellent job the staff of True Traveller do. Since the first time I text them they were so incredibly nice and kind with me and they support me at all in every step of my needs. Just a few days ago I asked for a refund due to medical expenses and they quickly provide it in the easiest way possible! I feel really lucky to have chosen this insurance for one year long trip because it gives me really the sensation to be “ensured” wherever I am, thank you!

"Unbelievably difficult to deal with"

True Traveller have been awful to deal with as soon as you need to make a claim. Their website is slick and looks great which lulls you into a false sense of security with their insurance company.

I was on a ski trip to France arriving a few hours before the French prime minister ordered a lock down on 14th March. All ski resorts were closed in France immediately.

You would think the "piste closure" clause of the insurance would cover, you know, the piste being closed. But no, it doesn't. It only covers when the piste closes due to TOO MUCH snow or to TOO LITTLE snow.

Well fine, that's a completely misleading, unfair and ambiguous clause (even the lady I spoke to at CEGA was not sure on the wording). I will be complaining to the FOS about this clause as well.

In regards to the curtailment claim, the French government ordered all non-essential businesses to close as of midnight on the day I arrived. The local police also told us to leave immediately which can be found in local news reports. I attempted to call true traveller but got no answer as they were obviously hugely busy. I then changed the return flights back home the next day as I had no other choice.

True Traveller then turned around and said that "I chose" to return home, and the FCO advice not to travel to/from France only occurred on the 17th March and said because the FCO did not have the travel advice in place when "I chose" to return home they "are therefore unable to consider your claim further."

So it turns out I am not covered despite the fact that the country went into lock down and was advised to leave the country ASAP.

I also hold a True Traveller PLUS insurance plan so this is how they treat their "premium" customers as well. Don't be fooled by this company. They will try anything not to pay out.

True Traveller are also ignoring guidance issued by the FCA which states that insurance companies should treat their customers fairly and to be mindful that plans will change and also to be flexible with claims on customers during this pandemic.

I am utterly disappointed at how I have been treated by True Traveller and will never be using them ever again.


EDIT: After writing this review I have been contacted by CEGA and True Traveller to say that my claim was incorrectly processed and I will be issued a full refund. I will change this star rating when I have received my refund.

EDIT #2: Finally TT honored my claim so will up this review to 2*. Shouldn't have to rely on public facing consumer review sites to not be bullied by insurance companies.

"Good travel insurance"

Good travel insurance, I have used them 6 years ago and this year (2020) for longer trips. However I find, especially the first response for claims slow, and the process seems a bit complicated. Would be nice to have an online platform where you could submit your documents. Other than that, I was satisfied.

"True Traveler - great fully customized travel insurance"

True Traveler is a great option to get a great, fully customized travel insurance according to your needs. I highly recommend it. The big advantage is that you can buy it even when you already travel.

"Happy customer here! :)"

I have been using True traveller for almost two years now and I am very happy with it. They were always super helpful through email communication and they offer perfect priced packages for different countries. When I was sick in Cambodia they covered my hospital expenses immediately. Thumbs up, I recommend it to everyone! :)
Satisfied customer

"My trip unfortunately got cancelled due…"

My trip unfortunately got cancelled due to the Corona madness, whilst the airline has been awful to deal with True Traveller promptly refunded the amount paid for the policy. Will most likely use True Traveller once I get a chance to travel again!

"Quick, Easy and Painless"

After having issues claiming from previous insurers, I was pleasantly surprised to have a quick and pain free claim for dental treatment. Will be happy to use True Traveller for my future trips!

"MissH"

Great service!

"Good if you are already traveling abroad"

Easy to set-up and clear instructions on necessary packages, positive is that you can design it for your individual needs.Also no increase of price during corona-crisis which is a plus.

"Good deal"

Good deal, a pity that coronavirus is not covered anymore.