ACE Leisure Travel Insurance

Fraud – Stay away from these guys...they never pay out any kind of policies even when lawyer letters were sent. They prey on the ill-informed via credit card insurance, etc. If your credit card use this company, make sure to take up another insurance policy to overlap this.  Show details

Don't payout policy – I got this insurance through Jetstar platinum card, when it came time to make a claim from taking my sick daughter to the doctor in NZ which was around $400 with her medicine they ignored my claim. A month later I chased it up filled in paper work again and again no response so I chased it up again sent in copies of receipts again and 3 months… Read more

later got a response that you need to be admitted in a hospital or doctors for at least 24 hours to make any claim!? I fortunately took out another cover for the next 2 weeks which accidentally overlapped the one day my daughter was sick which they paid out no hassles through TID travel insurance so I always use them now.

Poor performance personified – After ACE Travel Insurance knocked back my father's claim, I searched for other reviews and found them all negative. Unfortunately my dad's experience reinforced those experiences. Dad is 89 years old and took out travel insurance through Australian Pensioners Insurance Agency (APIA) - and they place their business through ACE Travel Insurance. … Read more

He went on a cruise in the South Pacific and became so sick that he felt that he needed medical attention. The ships doctor saw him - and Dad got a bill for about $236.

On return, he lodged a claim under the policy.

He got an email reply with the pdf file titled "AH Claims Denial Letter" - wherein they stated that the claim was not covered as he was past his 89th birthday and was thus over the 89 age limit of the policy.

He replied that he was not "over" 89 - but that he was 89.

He sent a subsequent letter stating that as the claim had been rejected by his age, there could never have been a policy in existence and would they please refund his premium.

Two days later he got an email stating that his claim had been reassessed and would be paid - which it subsequently was.

This evidence tends to reinforce the experience of other reviewers that the company's first action appears to be that it rejects claims, but when it appears that the claimant has both a legal basis for a claim and a doggedness to pursue the claim - they eventually pay.

The test of any insurance company is what do they do when a claim is made - because that's when you need both insurance and compassion.

Even when they admitted the claim, there was no remorse, apology or apparent concern for the consequences that their actions had caused. Insurance is supposed to create peace of mind, not the opposite.

It would appear that other companies have a much higher satisfaction rating than ACE - and my Dad's experience appears to reinforce the highly negative comments of other reviewers.

Quick To Take Your Money But Oh Boy Don't Make a Claim – As per the previous complaints, same experience a zillion emails, seeking information, trying to pass it off as pre existing condition. Absolutely appalling, still waiting for a payout since 11/3/15. Will never use them again, paid more in travel insurance premiums in the last 4 trips, than an overseas air ticket and they call you, when there is an office party going on in the background. Guess where our money is being spent!  Show details

Wear the client down until they give up – Having made several claims with Ace insurance that is supllied as part of my American Express Card package, it would appear their approach is to send as many emails as possible, asking questions and seking information. This looks to be designed to ensure their client (yourself) gets tired of pursuing the claim and lets it drop. It seems after 3 or… Read more

4 responses to their emails they decided this particular client (you) understands their rights under the policy and they pay the claim. My advice is tenaciously pursue the claim, including threats of involvingfair trading or commencing legal action in the small claims juristdiction of your state. This seems to elicit the correct response (payment of your legitimate claim. American Express also seems completely disinterested in how they treat their premuim cardholders. By pursuing this method I ultimately been successful.

Do Not Use This Company – Tried to claim for return from Auckland to Sydney after suffering acute sciatica on board cruise ship en route to Hawaii. Told claim denied, they said this was best insurance practice. It was of course best profit practice, for them.  Show details

Stay Away From This Mob If You Ever Want to Claim – This outfit (ACE Insurance) operates under different brands such as Seniors Insurance, AMEX Insurance, etc. My father-in-law took out Seniors Travel Insurance and died in an accident whilst travelling in Malaysia. It has now been 8 weeks since the claim for funeral expenses and accidental death was made. It has still not been finalised. The only… Read more

thing I have received is delays and various excuses as to why they cannot pay components of the claim and after 8 weeks they are still "assessing" the accidental death claim although they have been provided with all the documentation including documentation certified by the Australian Embassy in Malaysia. My advice is stay away from this mob at all cost.