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No help at all
They did not help at all when our holiday was cancelled due to the pandemic. They also did not refund us our premium like some other insurance companies did. I will never use them again
My Daughter purchased travel insurance before COVID.She was planning to go to Malaysia for 9 Months .Not only did she lose all her airfare but she also lost the whole amount of her travel insurance.Budget did not even refund part of it,which I thought was the honourable thing to do.She missed out on a refund by 3 days.Very unfair.Shame on you Budget. Customers don’t forget!
Covid Related Claim
Like many other people I had a trip planned before the pandemic struck. I worked with various tour companies to limit and recover costs where possible, however some losses were experienced. I worked with the Budget Direct to document and submit the claim - the consultants were helpful, however were not able provide specific direction about one matter.
In the end, I submitted the claim and received a reimbursement less deductions - couldn't be happier with the advice and the choice of insurer.
Lied and Refused to Pay
I am an Army member who was serving in Africa. I spoke to them before I left (Jan 2020) for a multi trip cover while deployed on operations in South Sudan. I explained I would be deployed for 12 months and all travel would start and end in South Sudan - “all good Sir, we will cover that” they said. When COVID-19 hit I was unable to travel and had already spent 10’s of thousands on a family holiday. When I submitted my claim they refused to pay, not due to a pandemic (that was covered), but they said I did not meet the criteria as I had been out...of Australia for more than 30 days. They said they could not find the recording of them agreeing to cover me and they would never agree to that anyway; and if they did, that person was not authorised to agree to that anyway. I appealed multiple times and got the usual stock standard email reply of “initial decision stands”. Just hopeless and misleading. If you do go with them, record date and time of conversation and get the persons name. I am now out of pockets for well over $10000 and the over $400 for the insurance itself. Head this warning and I hope this helps.
Profits before people
I purchased a comprehensive travel policy long before CIOVID was a known event. Unhappily, our dream extended holiday to Iceland & Norway was cancelled. The airlines and most of our hotel bookings were happily refunded but I had used hotels.com and bookings.com for over $3,600 worth of bookings (it was to be a long vacation!). Both of these companies refused to refund the money and offered vouchers instead. I did not seek the vouchers, nor did I want them. The original vouchers were due to expire in May 2021 but were then automatically extended...- not at my request. I decided that enough is enough as we are not prepared to undertake this trip any longer, as the virus is continually evolving and it is not worth risking our health or being stuck overseas due to unforeseen border closures. Budget Direct have refused to honour my claim because "You have been offered credits for the bookings you are claiming and accepting these is considered as recovering the costs from the source and a step which you could take to reduce your loss. Therefore, the costs you have claimed are outside the scope of the policy." It must be noted that the vouchers (credits) are site specific. I can't use them anywhere else but only in 6 hotel in Norway and Iceland. Last year I called them and told them I did not want the vouchers and I was told that if I declined them I was not making sufficient efforts to recover the costs. So with Budget Direct you are damned whichever way you go!! They have set it up that you cannot win! It is not possible to get a fair and reasonable judgement from them.
Don't Fall For The Cheap Price! Better Off With No Insurance! Least I Would Have Saved Time And Money
It's was easy to purchase and a good price and gave peace of mind for the trip... Until something went wrong and I had to claim.
It's been over 1 year and they still haven't paid me for my claim. My bag was lost for 3 days from the airline I flew with (lost/stolen luggage was meant to be covered for up to $600) and I had to purchase clothes, toiletries etc.. Which were meant to be covered but no...
The process they make you go through to get the cover is ridiculous. I sent them papers of proof from the airline that the bag was lost, I sent the...
Didn’t pay out for Covid affected travel
It’s the first time we used Budget Direct for our travel cover. Our holiday was booked last March. We flew to the UK, then we were due to have 10 days in Dubai. Whilst we were in the UK, the Australian government issued a statement for all residents of Oz to return home. We contacted Flight Centre, whom we our booking with, and they wanted $8,500 to get us back. We then contacted Budget Direct who asked if we could go to the airline direct and get it cheaper and they would cover it. We managed to get it sorted for about $2,500. We have since be...en refused a refund. After me complaining they said I had to get a letter off the airline declaring they hadn’t already given us a refund?? The airline won’t respond either, so we are left out of pocket. We will never use them again.
They are a scam
Will not cover my travel losses and will not return my policy premium ,no help if you phone them.I feel this company is in the business taking money and then relinquishing all responsibility and service.please save your money and go elsewhere.
My partner and I had booked a trip to the UK so that I could go home to visit my family and decided to align this with a much needed holiday. UK to Portugal and Italy, then back to Australia.
COVID-19 hit and understandably flight providers, hotels, insurers were all over the place and noone knew what to do / to expect. But the assumption was that if your insurance policy covered epidemics you were covered...and that ultimately all good businesses would "do the right thing'
Our trip consisted of 5 flights and 5 hotels.
Before cancelling an...ything or making a claim I called budget direct and queried whether I should accept vouchers when offered and was told I should as that was me "taking reasonable steps to reduce the loss" ...even though I didn't want any vouchers. I provided as much detail as possible to Budget Direct. Then they wanted more detail, and more, and more.
- Comprehensive Travel Insurance
I have no faith that this company would pay any claim
Canstar rating suggested this was a good value policy and it seemed so on purchase. In December 2020 and January 2021 I arranged our annual Europe trip to see our family. I took out travel insurance in early February. In May it became clear we would not be able to leave Australia as planned in September. I set about the task of claiming refunds for the various airline and accommodation providers and obtained many refunds and flight credits. However one accommodation provider and Ryanair would not issue any refund so I made a claim. Budget dire...ct advised me to keep requesting refunds from both organisations as they would not pay anything until this was done and I was informed by Budget Direct that this would probably take a lot of time. I did this and eventually received a refund from the accommodation provider. The only option to me to communicate with Ryanair was via their website where I could only apply for a refund of the tax on the airfare. To date I have received no reply from Ryanair (which I told Budget Direct last week) and today I received an email from Budget Direct stating they had closed my case. They have paid nothing.
If I could give 0 I would...
We regularly take multiple overseas trips and selected Budget Direct for our insurance. When COVID struck, we had several trips cancelled. Would BD pay out - would they heck. They expected us to take credits for things that who knew if we could even use a year in the future. Abysmal service and the length of time it took to respond was atrocious. I would NEVER EVER EVER use them again. Stay away from this dodgy company. They'll happily take your money, but when you actually have the right to a refund, they'll try everything in the book they can to stop it from happening!
Save your money!
Like most others here my experience with Budget Direct has been lamentable Legitimate claim (pre-covid) and 12 months later still waiting for them to finalise. I guess this will be one ore for the Ombudsman.
Really Poor Experience
Really poor experience with this company. I was unable to fly due to COVID19 and they refused the claim, stating I should have known at the time of booking that it would be a world event. Even though at the time it was only in china. Also no refund given on premium even though i never left the country! They are crooks!!! Don't bother with this insurance company
Months of dispute to finally be paid out
I purchased a travel insurance policy just before budget direct changed their PDS not to cover pandemics. They initially refused to pay my claim. After numerous emails and some help from a member on this page, they agreed to partially pay some of the claim. They were deliberately obstructive and made the process unnecessarily complex to put people off. Eventually we were to AFCA and they finally came around.
They agreed to pay some of the claim “in good faith” as long as we agreed to waive rights to rebookings/credits.
If you got in before the PDS change I’d encourage you to keep at them and go to AFCA. Despite wasting hours of precious time on this, I’m glad we were paid out based on principle. Thanks to the member who helped me out!
Budget Direct makes mockery of insurance
After lodging a claim for a policy bought before COVID started, I sought to claim back part of the cancelled domestic trip. Budget Direct said I should have anticipated the problem! Unless you have a personal crystal ball, don't trust this insurer.
Questions & Answers
I was about to purchase two policy of travel insurance through budget direct, which is one for my son, and the other one for us. After reading these reviews, espescially about Margaret's review, I wouldn't recommend to anyone, let alone to make the purchase. I've travelled to lots of place, never claim on travel insurance, and have used cover more and 1cover.
Go with another company!!
Hi Antonia, thank you for considering us for Travel insurance and taking the time to share your feedback. We do appreciate and take seriously any feedback we receive regarding our customer's experience and insurance coverage we offer.
I have examined the reviews on Budget Direct and it appears that it is wonderful Travel Insurance until you have to make a claim and that of course is the crux of the matter. Why should I choose Budget Direct or Allianz, when the reviews on 'CoverMore' travel insurance regarding the claims is far superior, and yes they are more expensive but at least they are honorable. I think a Royal Commission into Insurance providers is overdue.
Hi Taldree, thank you for taking the time to write to us. We do take on all feedback received, as it is valuable in providing a positive customer experience. When considering Travel insurance we...do recommend that your read through/compare the Product Disclosure statement to see what is covered and the conditions, limits and exclusion that apply, in order to select which Travel insurance is suitable for your needs.
Get an answer from our members and Budget Direct representatives
|Category||Travel Insurance||Travel Insurance||Travel Insurance||Travel Insurance|
|Other Insurance Types Offered||Car and Home and Contents||Car and Home and Contents||Car and Home and Contents||Car and Home and Contents|
|Underwriter||Auto & General Insurance||Auto & General Insurance||Auto & General Insurance||Auto & General Insurance|
|Maximum Age Covered||100 years old||74 years old||74 years old||100 years old|
|Overseas Emergency Assistance||Unlimited||Unlimited||Unlimited||Not Covered|
|Accidental Death||$20,000||Not Included||Not Included||$15,000|
|Emergency Dental||Unlimited||Unlimited||Unlimited||Not Included|
|Pregnancy (max weeks)||Not Included||Not Included||Not Included||Not Included|
|Resumption of Journey||$3,000||Not Included||Not Included||Not Included|
|Hospital Cash Allowance||$75 per day, up to $2,500||$75 per day, up to $1,000||Not Included||Not Included|
|Overseas Emergency Medical & Hospital Expenses||Unlimited||Unlimited||Unlimited||Not Covered|
|Loss of Income||$10,400||Not Included||Not Included||Not Included|
|Permanent Disability||$40,000||$30,000||Not Included||$15,000|
|Luggage & Personal Effects|
|Theft of Cash||$400||$250||Not Included||$250|
|Delayed Luggage||$600||$400||Not Included||$250|
|Credit Card Fraud||$5,000 as part of Travel Documents cover||$2,500 as part of Travel Documents cover||Not Included||Not Included|
|Travel Documents / Passport||$5,000||$2,500||Not Included||Not Included|
|Maximum Single Item Limit||$3,000 (Laptops or Cameras)||$2,000 (Laptops or Cameras)||$500 (Any Items)||$2,000 (Laptops or Cameras)|
|Luggage & Personal Effects||$7,500||$5,000||$2,500||$5,000|
|Rental Vehicle Excess||$6,000||$4,000||Not Included||$4,000|
|Motorbike / Moped Coverage||Included for any size||Included for any size||Included for any size||Included for any size|
|Domestic Pet Care||$500||Not Included||Not Included||Not Included|
|Special Activities Packages|
|Snow / Ski||Optional Extra||Optional Extra||Optional Extra||Optional Extra|
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