Tripsure - Horsham

Chaylene GS

Unfortunately this company is refusing to complete my claim. While on a trip to Canada I needed emergency medical help, I contact IMG as instructed via the policy. I was told treatment would be covered since it was reccommended by the doctor in the ER. I ensured I had all the paperwork, submitted it quickly, within 2 weeks. They needed to receive background information from my GP, which my GP submitted also within 2 weeks. I've now been waiting almost 8 weeks since my GP submitted everything. All they need to do is look at it, make a decision and pay me - but no one will.

I have been calling for 8 weeks, multiple times a week. I always get through to somebody who sounds lovely, and promsies "someone will look at it" and that I "should hear back within a day or two" and I never do. until I call again, and again and again. This incident happened in early January and it is now early March. All paperwork was comlete by January 24th.

I have issued a formal complaint with them as of a few weeks ago, which I did receive an e-mail notification for. I will be calling the Financial ombudsman today and raising a case.

I think this company hopes to break your spirit by gaslighting you for so long you give up and never chase your money. I don't understand how they have staff working 24 hours a day and one person can't look at my file for 30 minutes in the last 8 weeks? Nonsense.

DO NOT USE THEM AT ANY COST OR ANY OF THEIR SUBSIDARIES, SUCH AS TRIPSURE.

Case: HISCI/HISCI-TS-SA-23/125708

Simon McHardy

A customer for 3 years without a claim
I lost my watch on holiday
They dragged the claim out for 6 months before dismissing it on in a technicality

Awful customer service pointless policy

Andrew O'Gorman

Appalling customer service.. No communication, They don’t Pay. Policy is not worth the paper it’s written on. I took out a Tripsure Annual Platinum Policy.

While on holiday in Madeira my easyJet flight was cancelled due to bad weather. All flights out of Madeira were cancelled that day so I was forced to book another night in the hotel I was in and extend my car hire. EasyJet could not offer me a flight home for 5 days so I booked a British Airways flight for the next day which landed at Heathrow instead of Gatwick. I then had to take a bus to Gatwick and pay for an extra days parking.

I kept all my receipts and put in a claim for over £400 with days of my return. It took them a month to acknowledge they had received my claim.

I chased my claim a couple of times spending 30 - 40 minutes on hold only to be told it was being processed. Eventually I got an email saying they were paying me £50. No discussion, no reason even though the policy limit for cancellation is £2500. I only wanted to be reimbursed for the expeensives I had incurred.

Alan Howell

Took out their Platinum Travel Insurance and then had my camera stolen from my luggage when BA lost my luggage for a week. TripSure refused to pay out because they “don’t cover any devices in checked in luggage” Total waste of time insuring with them.

George Pitt

In the past, I got frustrated because making the claim in the first place is difficult. When I did mine, the spreadsheet was broken and meant that when you input numbers, they wouldn't necessarily count to your total, but if you do it by hand, that's not an issue, even though it does make it more difficult and a lot more effort, but it's doable, and the staff are all helpful.
Although I didn't hear back instantly, within a couple of weeks I'd had some correspondence from the people doing the claim, asking for more information (nothing unreasonable, I think it was just a better photocopy of a crime report), and some information about stuff that wasn't included in the policy that I'd claimed for. This happened a few times (again, just small things where they were being helpful, nothing unreasonable as insurance companies tend to be), but within a month I managed to get the money I had claimed for, dead easy.

TL;DR While making a claim is more effort than it should be, the process is easier than with many other companies, so I would actually recommend, just look through the policy carefully.

richandkay charlesworth

I ended up in hospital in spain at chrisrtmas. ihad to pay all my own bills. i made a claim which they have accepted as legitimate but still have not paid despite me ringing every two weeks for the last 6 months. i would not touch this lot with a barge pole! use someone else

jasalbatross

The policy. . Cost me 32.10 , for 6wks abroad, . . Which was ok . . But over £15 ..to call tripsure . . Not good. . Due to 0844 contact number. . Avoid!. .

C P

Impossible to get through to the claims department. It's the same as not having an insurance at all. I would absolutely avoid them.