"Deeply Disappointed with Claims Handling on Premium Policy"

I took out Expatriate Group’s Select health insurance policy in 2024 — their most comprehensive and premium plan — paying over £250 a month for what I believed would be peace of mind, rapid access to care, and professional claims support.

Unfortunately, when I needed to make a claim in early 2025, the experience was the complete opposite. I injured my back and submitted a straightforward physiotherapy claim. I received confirmation that my claim had been received — but then nothing. I followed up multiple times with no progress.

The claim was assigned to Mike Beldie, Claims Manager, who told me the case was inactive due to no response. In fact, I had replied on the same day as his request (proof I shared repeatedly). This key fact was ignored.

During this same time, I developed new neurological symptoms. I needed blood tests and potentially an MRI. I was told via live chat to submit a pre-authorization, but the system logged me out mid-way, and there was no working option to proceed. I was never told clearly what was needed to move forward.

Despite paying for a policy that includes preventative care, diagnostics, and specialist referrals, I was left without support. I felt unheard, unsafe, and dismissed.

I have cancelled my policy, paid for new coverage elsewhere, and escalated the matter to the Financial Ombudsman. Based on my documented experience, I strongly recommend reviewing Expatriate Group’s claims procedures in detail before purchasing.

"Seems easy to order a travel policy"

Seems easy to order a travel policy, with straightforward questions compared with some other specialist travel insurance companies I looked at. Also, reviews from claimants seem generally positive.

"Great website"

Great website, easy to follow plans, clear instructions, and covered one way travel for us as we are emigrating.

"Very straight forward"

Very straight forward

"Easy to use website plus very prompt…"

Easy to use website plus very prompt response from online agent to a query re the application form.

"A Truly Fantastic Travel Insurance Company!"

Expatriate is a truly fantastic travel insurance company! I’ve been purchasing my insurance with them since 2022 and they’ve never disappointed me on any occasion. Moreover, I’ve had to make two claims in the past three years and each time they’re been very proactive and efficient to finalise them as quickly as possible. 5 stars ✨ and totally recommend!

"Good communication with team members…"

Good communication with team members and easy payment options.

"Good timing for next trip."

Good timing for next trip.
Straightforward admin.

"good value for expats, great customer service"

Quick quote online from the website. Easy to process.
Webchat used and speedy replies received, which clearly answered my questions.

"Helpful"

Helpful, understanding and understanding