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Reviews

4.3

91 reviews
5
(59)
4
(20)
3
(1)
2
(1)
1
(10)
  • Value for Money
    3.8 (6)
  • Transparency
    3.0 (6)
  • Customer Service
    3.3 (7)
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Ricky

RickySouth East Queensland, QLD

Can't get help

published

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.

Transparency
Customer Service
Value for Money
DestinationSouth-East Asia (e.g. Bali, Vietnam, Thailand)
Claim MadeNo
Insurance Cover ForAdult
See all answers

They put false and misleading words into my mouth

published
Transparency
Customer Service
Value for Money
DestinationEurope
Claim MadeYes
Type of ClaimTravel Delays/Cancellations
Claim Resolution Time1-2 months
Claim DateMarch 2020
Claim ApprovedNo
Insurance Cover ForAdult
See all answers

Misleading and scrupulous

published

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.

Transparency
Customer Service
DestinationEurope
Claim MadeYes
Type of ClaimMedical
Claim Resolution Time1-2 weeks
Claim ApprovedYes
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magicone58

magicone58AU

  • 5 reviews
  • 2 likes

Great travel insurance company

published

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!

Transparency
Customer Service
Value for Money
DestinationEast Asia (e.g. China, Japan, South Korea)
Claim MadeYes
Type of ClaimMedical, Other and Travel Delays/Cancellations
Claim Resolution Time2-4 weeks
Claim DateNovember 2019
Claim ApprovedYes
Insurance Cover ForAdult
See all answers
1 comment
iTrek
Customer Service R.iTrek
Laura D.

Laura D.Canberra 2600, ACT

Online claim submission for the win

published

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.

Transparency
Customer Service
Value for Money
DestinationNorth America (inc. Hawaii)
Claim MadeYes
Type of ClaimTravel Delays/Cancellations
Insurance Cover ForAdult
See all answers
1 comment
iTrek
Customer Service R.iTrek
Ness

NessGreater Melbourne (Inner), VIC

  • 2 reviews

Excellent!!!

published

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!

Transparency
Customer Service
Value for Money
DestinationAustralia
Claim MadeYes
Type of ClaimMedical
Claim Resolution Time<1 week
Claim DateJuly 2019
Claim ApprovedYes
Insurance Cover ForAdult
See all answers
1 comment
iTrek
Customer Service R.iTrek
Trent

TrentPerth, WA

  • 2 reviews

Injured ankle in Tokyo.

published
Customer Service
Value for Money
Claim MadeYes
Type of ClaimMedical
Claim Resolution Time<1 week
Claim DateMay 2018
Claim ApprovedYes
Insurance Cover ForAdult
See all answers
1 comment
iTrek
Customer Service R.iTrek
craigh

craigh

  • 2 reviews

delayed flight

published
Insurance claim madeYes
Brett

BrettPerth, WA

  • 2 reviews
  • 3 likes

I would go elsewhere

published

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!!!

Insurance claim madeNo
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Pat

PatBrisbane

  • 12 reviews
  • 5 likes

Amazing service

published

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.

Insurance claim madeYes

Huge disappointment on very small claim

published

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.

Insurance claim madeYes
Shades

ShadesBrisbane

  • 7 reviews

Very positive experience

published
Insurance claim madeYes
dkl

dklGreater Melbourne (Outer), VIC

  • 2 reviews
  • 2 likes

ITrek rip offs

published

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.

Insurance claim madeYes
1 comment
iTrek
Andrew C.iTrek

Don't leave home without it!

published

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.

Insurance claim madeNo

So easy to apply and understand

published

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!

Insurance claim madeNo
1 comment
iTrek
Andrew C.iTrek
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Barry Dobbie

Barry DobbieHunter Region, NSW

  • 2 reviews
  • 1 like

Enjoyed good health. no claim. thanks again.

published

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.

Insurance claim madeNo

Great quick holiday reassurance

published

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.

Insurance claim madeNo
1 comment
iTrek
Andrew C.iTrek

Not needed!

published

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.

Insurance claim madeNo
1 comment
iTrek
Barbara K.iTrek

Great no fuss travel insurance

published

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.

Insurance claim madeNo
2 comments
iTrek
Barbara K.iTrek
iTrek
Barbara K.iTrek
Tomo

TomoPerth, WA

  • 2 reviews

Reassured

published

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.

Insurance claim madeNo
Page 1 of 5

Questions & Answers

Kath Roberts

Kath Robertsasked

iTrek

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

No answers
Daniela Torres

Daniela Torresasked

iTrek

Can I buy a travel insurance with this company if my country of residence is Colombia?

1 answer
iTrek
Andrew C.iTrek

Hi Daniela,

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?

Kind regards,
Kieran at iTrek.

Aaron Pakenham

Aaron Pakenhamasked

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?

1 answer
iTrek
Barbara K.iTrek

Hi Aaron,

Unfortunately we can only provide travel insurance to residents or citizens of Australia when they are travelling overseas.

Kind regards,
Kieran at itrek.

Get an answer from our members and iTrek representatives

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