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.
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 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 m...y 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.
- iTrek Comprehensive Travel Insurance
- Verified customer
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.
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!
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 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.
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!
- Verified customer
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 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 ...
- Verified customer
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 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 sched...
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!!!
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.
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.
- Verified customer
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 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.
- Verified customer
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.
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.
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!
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.
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.
- Verified customer
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.
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.
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.
Questions & Answers
I will be trekking to Everest Base Camp with a tour group. If I add the trekking pack to my policy will I be covered if I need to be flown out due to illness or accident. Do I also need to add the snow sports pack, will only be walking. Thank you Kath Roberts
Can I buy a travel insurance with this company if my country of residence is Colombia?
Unfortunately, iTrek do not have a policy that would appear to suit your insurance needs, as it is an Australian based company.
However, our sister company 1Cover Travel Insurance offers an 'Already Overseas' policy. Please note, that to qualify for this policy you must be an Australian permanent resident or citizen and your trip must end in Australia, not Colombia.
I hope that answers your question?
Kieran at iTrek.
I am a UK citizen who has been leaving in Australia for the best year. I need insurance for travelling home. On the way back i will be in Malaysia for 10 days and in Nepal for three weeks. Who would i best insuring myself with that cover trekking but also cover a non-Australian resident?
Unfortunately we can only provide travel insurance to residents or citizens of Australia when they are travelling overseas.
Kieran at itrek.
|Category||Travel Insurance||Travel Insurance||Travel Insurance||Travel Insurance|
|Maximum Age Covered||64 years old||64 years old||64 years old||49 years old|
|Overseas Emergency Assistance||Unlimited||$5,000,000||$5,000,000||Unlimited|
|Accidental Death||$25,000||Not Included||Not Included||$25,000|
|Pregnancy (max weeks)||24 weeks||24 weeks||24 weeks||24 weeks|
|Resumption of Journey||$1,500||Not Included||Not Included||$1,500|
|Hospital Cash Allowance||$5,000 (up to $50 each day)||Not Included||Not Included||$5,000 (up to $50 each day)|
|Overseas Emergency Medical & Hospital Expenses||$15,000||$15,000||$15,000||$15,000|
|Loss of Income||Not Included||Not Included||Not Included||Not Included|
|Permanent Disability||$25,000||Not Included||Not Included||$25,000|
|Luggage & Personal Effects|
|Theft of Cash||$250||Not Included||Not Included||$250|
|Delayed Luggage||$250 after 12 hours||Not Included||$500 after 12 hours||$500 after 12 hours|
|Credit Card Fraud||$2,500 (combined with Travel Documents)||Not Included||Not Included||$2,500|
|Travel Documents / Passport||$2,500 (combined with Credit Card fraud)||Not Included||Not Included||$2,500 (combined with Credit Card fraud)|
|Maximum Single Item Limit||$3,000 (computers & cameras), $1,000 (tablets & mobile phones), $750 (unspecified items)||Not Included||$500 (computers & cameras), $500 (tablets & mobile phones), $500 (unspecified items)||$3,000 (computers & cameras), $1,000 (tablets & mobile phones), $750 (unspecified items)|
|Luggage & Personal Effects||$10,000||Not Included||$2,500||$10,000|
|Rental Vehicle Excess||$4,000 plus up to an additional $4,000 as an optional extra||Not Included||Not Included||$4,000 plus up to an additional $4,000 as an optional extra|
|Motorbike / Moped Coverage||Included up to 50cc||Included up to 50cc||Included up to 50cc||Included up to 50cc|
|Domestic Pet Care||Not Included||Not Included||Not Included||Not Included|
|Special Activities Packages|
|Adventure||Optional Extra||Not Included||Optional Extra||Optional Extra|
|Snow / Ski||Optional Extra||Not Included||Optional Extra||Optional Extra|
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