iTrek

Can't get help – I've spend a month trying to get a response from Itrek (not claim related). Emails go unanswered and the one time I got hold of someone on the phone, I was promised a reply in the next few days - which never came. Simply terrible customer service. I understand that they don't cover for COVID-19 as many don't. However, the least they can do is refund a pro-rata amount for a policy that has become useless and irrelevant. Show details

They put false and misleading words into my mouth – Jayson from the claims team put false and misleading words into my mouth and shamefully lied about the nature of my travel insurance claim being connected to coronavirus, so it would be easy to reject. I was very disappointed in his professional conduct and, if the issue remains unresolved, I will never buy any financial product from itrek again… Read more

and keep telling my story about having false and misleading words being put into my mouth even though I was actually paying Jayson to do his job.

Update: Libby from the complaints team followed up on my complaint and admitted her colleagues technically got the reason for refusal wrong, but she still claimed iTrek was right to deny my claim because the coronavirus is stopping all travel anyway. I demanded a full refund for the insurance premium and vowed to never use iTrek again.

Misleading and scrupulous – Purchased policy through compareinsurances.com.au. Had an accident while skiing, sought reimbursement for small medical fees totalling just over $400. Initially denied claim stating my excess was $400 not the $200 stated when purchasing. Turns out they hide a double excess clause for all snow sports in the small print. Also calculated exchange rate significantly in their favour. In the end they recalculated exchange rate and was awarded $11. Show details

Great travel insurance company – I've been using iTrek for years on recommendation from a family member who used them before. On my last trip I had an accidental fall and due to the injury I had to cancel my onward journey. My main loss was the cost of cancelled flights and tour booking with some medical expenses too. Fortunately iTrek made my claim easy. Thanks! Show details ·  1

Online claim submission for the win – I took out a policy last year for a trip to the Florida. Due to back to back flight delays I missed my Sydney flight. As I waited to board my new flight home the following day, I got a reminder email from iTrek that my insurance was due to lapse. I extended my policy in the nick of time and was even able to start uploading my documentation for… Read more ·  1

a claim in LAX thanks to online submissions.

My claim was cleared promptly and in full. I would love to sign up for travel insurance again for my soon upcoming trip but it appears they no longer have a $0 excess option which was a lifesaver and is a policy essential for me.

Excellent!!! – Unfortunately I injured my knee on the Kokoda trail and was unable to walk. iTrek organised chopper airlift, hospital, hotel and early flight back home. Amazing service and definitely recommend! Show details ·  1

delayed flight – When our overseas transport, our flight, was delayed, it meant that we would not arrive on time. We caught the next flight possible. this is the response. first uploaded receipts - they said they did not get them emailed PDF's and JPG's - they said unable to open them recompiled with alternate programs - they accepted them Section 13… Read more

Alternate Transport Expenses, states

“We will pay your Reasonable additional travel expenses to reach a wedding, funeral, conference, sporting event or prepaid travel/tour arrangements on time if your scheduled overseas transport is cancelled, delayed, shortened or diverted and that means you would not arrive on time.

Our prepaid travel/tour arrangement was to arrive in Brisbane, prepaid on the 1/9/2018.

they replied

"We appreciate you wanted to return home from your trip on time, however, arriving home is not a planned event"

then

" Pre-booked tour arrangements in this instance refer to tours provided by tour operated by tour companies and guides.

Self guided arrangements are not considered tours."

They constantly quote words that are not in their PDS or refer you sections that mean where you don’t meet the criteria. they try to discourage you off from claiming.

I would go elsewhere – I wanted to cancel my trip due to my mother unexpectedly needing major surgery. I trek said it was a pre-existing condition even though the illness came as a complete surprise to my mother and everyone else! Typical insurance company will try everything to avoid a claim!!!  Show details

Huge disappointment on very small claim – Have used Itrek for 6 years. First claim for repairs to two chipped teeth when I bit down on chicken bone. Repairs cost $80 less $50 excess= $30 claim. Wont pay. Have submitted all paperwork but making excuses. Rip off.  Show details

Injured ankle in Tokyo – Took out a 1 year policy with their highest level of cover. While in Tokyo, I was carrying some shopping and slipped on some liquid on the subway stairs. I fell down a considerable number of them to the bottom, badly damaging my ankle among other less serious injuries. Due to the injury I could not walk or put weight on the leg for over three… Read more ·  1

weeks. It has taken a year to heal fully. Itrek paid for my hospital visit, crutches and a business class flight at short notice, so that I could continue my round the world trip with my two friends on to Italy. They were very helpful and saved me a significant amount of money that I would have had to spend on hospital visits and flight changes due to not being able to bend my leg for a few weeks. The reason that they deserve so much credit, is because they actually took into account my situation and worked with me to keep me on my trip. They could have just sent me home to Australia. I guess they may have decided to continue my trip because then I would have claimed all future bookings and a 5k car lease that I could not use, BUT they chose to DO THE RIGHT THING. Find another insurance company that does that went given a choice. It took them half a day to decide, but I GREATLY appreciate their help and will continue to use them and recommend them to anyone who asks. The on call first aid nurse was also a lovely lady who did her best to help me. Thank you.

Amazing service – The iTrek team were extremely helpful throughout the issues I encountered whilst travelling. Very supportive, patient and happy to help. My positive experience continued when I returned from my trip and lodged my claim online which was paid within two working days. I could not be happier and will definitely purchase travel insurance from iTrek again.  Show details

Very positive experience – The pioneer policy was the best price for value I could find but when i tried to get it online there were some glitches. However their customer service is great. The lady gave me an extra 15% off because the website was playing up, was very happy with that. After it was all setup I was very relieved. Unfortunately my luggage with all my warm… Read more

clothes was lost by airline when I went to Canada! The customer service was great again, very helpful and clear. I didn’t end up claiming because I got my bag back after a few days but it was good to know I was covered. While in New York I had my laptop stolen, which was devastating but I was able to make a claim and I got payment very promptly. My only suggestion would be that they make the Claim online form a little better, especially because you can only enter an 8 digit bank account number or less but mine is 9! A quick call fixed that up though, so I have only good to say about iTrek overall.

ITrek rip offs – Shocking company to deal with and a total rip off when you have the need to make a claim. They will find any excuse and reason to deny your claim. I travel frequently overseas and tried them for the first time recently but never again. Definitely look elsewhere.  Show details

Don't leave home without it! – In comparison with other companies the police is very good value. It couldn't be easier to setup and was all done online. I didn't need any customer support this time but have used it in the past and found it to be excellent.  Show details

So easy to apply and understand – Never made a claim, touch wood! Always been an easy process to apply and be covered for my trips, even did one at the airport before China and had the details sent straight to my phone. Easy as!  Show details ·  1

Enjoyed good health. no claim. thanks again – Also Have gover for December cruise. Royal Caribbean from Syney to Fiji, New Calodonia. European vacation was excellent had no health issues. No claim needed. Thank you. Great cover for travel insurance. Easy cover and friendly staff.  Show details

Great quick holiday reassurance – Great value for families, quick and simple to obtain. Always had excellent customer service in the past even when claiming. Will continue to use iTrek insurance for all my trips in the future.  Show details ·  1

Not needed! – Easy peasy online, good value, didn't need to make a claim, but wouldn't travel with out insurance. Good to be asked to give feedback on my return. I would recommend iTrek to my friends and family.  Show details ·  1

Great no fuss travel insurance – Excellent value for money and very very easy submitting and payment for policy online. Just what our travelling group of five adults required. I would definetly use again and recommended to friends.  Show details ·  2

Reassured – I was reassured by having comprehensive insurance while travelling in a developing country. It was easy to apply and pay online. I luckily didn't need to use the company, but I will take out insurance on my next adventure.  Show details

Great value and customer service – It was very easy to purchase insurance with good customer support and it was the best value for my trip. Unfortunately I had to make a claim, this was a very simple and quick process. The staff on the emergency line were great.  Show details ·  1

Was nice to have a safety net – Policy was good value compared to other sites. I didn't need to use it however appeared to cover all the important things such as helicopter evacuation if required. Thank you.  Show details ·  1

Would recommend – Cant comment about ease of making a claim as I didn't have too, but when purchasing found it was extremely simple ..not to mention cost competitive. Have already recommended it to friends who are thinking about riding larger motorbikes overseas  Show details ·  1

Simple and cost effective – Insurance required for 7 day cruise to New Caledonia. Most competitive quote for amount of cover. Easy, user friendly process to set up policy online. Didn't have to claim so unsure of that element of customer service.  Show details ·  1

No problems – I chose what seemed to be the most cost effective policy. Fortunately there was no need to test how cost effective it was as no claim was necessary, so hard to comment further  Show details ·  1

Never travel without insurance – Great value. Easy selections via the website. All information given on what each individual policy has to offer. Policy emailed within 24 hours of purchase. When need just showed policy and no questions asked.  Show details ·  1

Value for money, great communication – I found iTrek to be really easy to deal with. From arranging an online quote and purchase, to receiving a fast email response to a cover enquiry, they were excellent. I was surprised I even got a Welcome Home email from them after my policy expired, explaining what to do if I needed to make a claim. Fortunately I didnt, but this gives me an… Read more ·  2

impression that they might also be equally good to deal with in the event of having to make a claim.

I will use them again when I next travel!

Knowing we are covered – I was very happy with the service I got from Itrek good value for money and I will use them again. My policy was easy to set up took me about 5 minutes and I will recommend to others.  Show details ·  1

Feel at ease with Itrek – I have used Itrek insurance for quite a few years. I use them as I find their rates very reasonable and good value. The website is easy to use, especially with their new updates. I like how they give you a confirmation on the mobile straight away. Fortunately, it hasn't been necessary to put in a claim, so can't comment on this.  Show details ·  1

Helpful and obliging – I had to change my travel dates. The service was helpful and simple to use. The staff pleasant and considerate. I have used this site before and will use them again.  Show details ·  1