ACE Travel Insurance

Never Again – On an APT river cruise in May my husband took ill in Germany and spent 4 days in hospital. APT arranged for us to be transferred back to the ship by private car. We cancelled an extension to Prague from Budapest (which was included and paid for in the cruise) and changed flights to Business Class for comfort for my husband. We are NOT claiming for… Read more

the cancelled portion of the cruise and accommodation in Prague, nor the upgraded flights. All we would be happy for is to be reimbursed for the Ambulance cost, my accommodation staying with my husband, and car transfer cost back to the ship - a total of approx. 1704 Euros. Yet they refuse to pay our claim. They are very happy to take your money, but don't like paying out.

Steer clear of this company.

Beware the VERY VERY FINE PRINT if you are visiting a relative over 80! – During a visit to my mother she was diagnosed very unexpectedly with an aggressive terminal illness. I had to cancel my flight home as I was at the hospital with my mother. But I had paid the extra with Rex for travel insurance with Ace so felt glad I had done that as this illness came out of the blue. BUT when I made the claim I found out that… Read more

when you go to the definition page of the policy, a relative getting sick has to be under 80 years of age! So if you are visiting an elderly relative be very careful what insurance company you are signing with! The definition was not even in the policy body, you had to go the definition page to know this little loophole! On the phone they indicated they would pay, then I heard nothing so I emailed them and then they sent the claim declined letter. Just another insurance company not paying up when things go bad.

Sometimes cheap isnot the way to travel – Do not use this agency .At the time they were underwritten by Australian Seniors Insurance and now they are with Chubb. It was good value ,the quote had the correct dates of the holiday ,however the certificate was incorrect .......,commencing the day that it was sent .We had made arrangements three months ahead ,so therefore not noticing as I … Read more

packed the certificate it had expired long before I went on my cruise unfortunately I became ill on board.

I felt confident that all medical expenses would be covered , From when I made the claim in December 2015 with a lot of two and froing They finally agreed that there was an error in the certificate dates which did not match the quote dates and accepted liability .That was 5 months later ...May 2016 .I thank God there was no medi vac.....

Waste of Money – We made a claim to ACE Insurance on 21/01/16 as our return flight from Tonga had been rescheduled and we had not been informed by the agency Direct Flights. As a result we weren't on the flight and we had to pay $1200 each in order to return home with another airline. After our claim had been lodged we were asked by ACE Insurance to provide 3… Read more

pieces of additional information, which we did. On Friday 8/04/16 we were informed that our claim had been denied under Section 4 of their policy. Seriously!!!!

How come it took them 10 weeks to find Section 4 of their policy????

We could have claimed meals, the extra day of parking etc but we did not, all we wanted was the cost of our airfare.

NOT just for Seniors – Used this service several times in the last couple of years and reinsured for two more cruises in 2016. Rates appear to be less than RACV/Covermore who we used to use. This agency also covers quite elderly people without too much paperwork (if any). Saw their advert in Seniors Newspaper Monthly, this is not APIA who also advertise in the same… Read more

newspaper. This agency will also cover younger people too. No problems with paying out, we had a $2,000 + plus problem, submitted paperwork and paid out shortly. Happy traveling.

Anothere CARING Travel Insurer – In mid 2014, we travelled on an APT Rhone River Cruise towards Paris. Unfortunately an outbreak of bronchitis took hold of most passengers on the ship. Excellent care by the crew, particularly the Lady Purser. She was fantastic. My wife's bronchitis improved slightly until we arrived in Italy - Lake Maggiore. Really bad at this stage. Rang ACE… Read more

Insurance and told them of problem. This was the ONLY time we conversed. Our hosts at Carillon Hotel on the Lake said we should go to the Hospital. Said we would never find a local GP. They wrote everything my wife asked in Italian and off we went, finally finding the Hospital. Hardly any English spoken here ! Saw two Doctors, who did blood tests and x-rays. Spoke NO English. However, via another person, were told we must go home and see our 'Practitioner' - "GP" in local language. We hurried off to Milan - Malpensa Airport, new tickets home and a 20 hour wait at Dubai, being told my wife was too ill to fly. Sent to clinic under the Dubai Airport, saw a doctor who said she is quite O.K. to fly. Eventually arrived home on good dose of Amoxycillin as an antibiotic. Getting a little better at this stage. ACE said they needed a letter from Italian Hospital saying - "We must return home". This is where the fun started. Via the Italian Consul in Sydney - 2 visits, we ended up communicating with the Australian Embassy in Rome. I wrote to Hospital using Google translator and many, many emails later, we had the letter we needed. Took into ACE office and after nearly 4 months - they finally paid. I'm sure people do rort the system, but when my wife was as sick as she was, I needed HELP. This was not forthcoming at all. No Follow up by them to check on her condition. NOTHING! This ACE Insurance is provided 'free' with my AMEX Platinum Card.

Previously we have had QBE Insurance and they were marvellous. 10/10. I would suggest to anyone travelling - check them all out, so as you satisfy your personal requirements.