After researching a few companies, we were impressed with the product offered by Southern Cross Travel Insurance. The base policy was good value and the additional payments for pre-existing conditions were reasonable. It was also cheap to remove the excess. Fortunately, we didn't have to lodge a claim. We will definitely consider Southern Cross Travel Insurance for coverage for future holidays.
COVID as excuse to reject claims
I had to change flights within Australia due to Emirates temporarily suspending operations at some major airports in Australia for "operational reasons" as per Emirates' announcement. My claim for the additional cost of changing the flights was rejected by labelling Emirates decision as COVID-related. Well then currently anything and everything is COVID-related. This was an unexpected event as Emirates continued to operate throughout 2020.
Please be mindful of this when buying a policy with SCTI. How convenient for a travel insurer nowadays to change policies and find excuses to reject claims. I would have expected a more sensible resolution of the matter.
Great service in time of need
We travelled a lot over the years and for the last few years have used SCTI. In March 2020 we had to cancel a trip to the US for non-COVID related reasons. The process to have our airfares refunded was easy and quick. All up it was a painless experience, done online and by email instead of sitting on a phone for hours. For an insurance company, I was hugely impressed.
If only all companies were like this one...
We are regular travellers and have used SCTI for many trips over several years. Initially we were drawn in by their competitive price but after making a few claims over this time we are now loyal customers. This time we had been waiting for some refunds to be approved for several non refundable fares with various airlines, these were approved only last weekend so we couldn't cancel our travel insurance until we knew we wouldn't be making a claim. However nothing could have prepared us for the email we received mid week asking us to submit a ref...und request via a simple link so that they could process a full refund on our unused travel policy. Considering we have been battling several suppliers for refunds over almost 6 months, we were delighted that SCTI were proactive in initiating contact with us regarding the refund, making it so easy to submit the refund request and processing it so quickly that funds were refunded into our account within 48 hours. We don't need to look elsewhere for travel insurance.
Great customer care and prompt clear communication
I have used SCI on 2 occasions. The big test of any insurer is when you make a claim and fortunately I have not had to do so with either policy but when I had to cancel my policy due to Covid restrictions, the communication was friendly, professional and they refunded my premium promptly and without issue. Their rates are competitive, their online platforms are easy to use and their communications have always been prompt. I will be using them for my next trip without question.
Not your average insurance company!!
Have been a customer for many years, our claim was kept open until all our refunds came back from tour, air and cruise companies.
We were emailed monthly, to see how we were going with our refunds, our last refund was 0n 19/7/20, after emailing SCTI today, 21/7/20 we received our balance or shortfall this afternoon, same day !! For me, this is extraordinary for any insurance company, well done SCTI.
PS. thank you Sarah from claims !!!
Never use them again
we found ourselves having to pay for flights back to Australia due to Covid-19. Nothing back at all. Had to get AFCA to negotiate refund on unused Policy portion. The wording is so tight that everything got blamed on the pandemic. I’ve used them for the last 15 years. NEVER AGAIN.
- Verified customer
No Help, or remunerations, it stinks
Took out a policy with SCTI last September before anyone in the world knew about Covid-19, took out extra cover to cover cost of Trip which was 20K, claimed for accommodation in India and subsequent Flight home having being asked to leave India because all Tourists were being expelled, in the small print on an obscure page apparently it states that if a Pandemic is declared your insurance policy is voided, that's all well and good but at least we should receive a refund of the cost of the policy having taken out our policy as I said above in September everything is weighted in favour of your company and I for one will never use you company again, and I will inform anyone who will listen about how bad you have treated us
Terrible SCTI to deal with, Never again will buy insurance with SCTI
Bought Travel insurance before Pandemic was declared, travelled oversease. Had to return back to Oz due to Pandemic bought new tickets, etc.
SCTI refused to pay new expenses due to Pandemic. That's it. Ni one could predict a pandemic would be declared so quickly. Don't want to take any responsibility but they are happy to take your money when you pay the premium. Appealed through their internal processes to no avail.
DON'T ever bother to buy insurance with this company, waste of money and time trying to get my money back.
Easy application and good value
Have insured with SCTI over several years now. Applying remains simple and the cover is still great value. I have only ever needed to claim once but the cover is well worth the peace of mind.
- Verified customer
Stand-up company. full premium refunded as travel cancelled due to covid
Appreciate SCTI to refund our premium paid for as our trip was cancelled. It was refunded quickly as well as waiving the usual $35 admin fee. Appreciate companies that try to assist customers during bad times.
Don't travel without it.
Easy to set up. Easy to claim online when we supplied all the details required. Easy to clarify any questions we had over the phone. We rented a car for two months in New Zealand and unfortunately scraped one wheel against the curb. The rental company charged us and we made a claim on our travel insurance which was dealt with very efficiently to our satisfaction.
Jemma is a valuable GEM!!!!!
I booked a trip to Bali for my husband and I in Sept 2019 taking out a SCTI policy at the same time. We were departing early May 2020 as this was in celebration of his 60th birthday. Unfortunately due to the Covid-19 virus I had to cancel our trip. I submitted my claim with SCTI and within a couple of days was contacted by the SCTI case manager named Jemma. Right from the onset Jemma was very clear and thorough in what I needed to do in order to have my claim assessed. I was able to obtain the documentation she required, and within a couple of ...weeks Jemma was able to confirm that my claim for a refund was approved. I must say Jemma's level of customer service was first class. She was very attentive and efficient every step of the way. Nothing was too difficult for her and she ensured that I understood the process right from the get go. I have been a loyal customer of SCTI for many, many years and with the level of service provided by Jemma, why would I go elsewhere?? Thanks so much Jemma for making my travel insurance claim experience so seamless. You've been AMAZING!!! Thanks so much Regards Daria
I knew they would find a way to avoid paying
I really don't know why I bother with insurance. the excuse they came up with was the Government enforced a lockdown due to covid. so that is a general exclusion.
Quick easy claim process
Used Southern Cross travel insurance for our Bali trip. My daughter required medical assistance whilst we were away. Came home, claimed online which was a very easy process. Received an email today saying the claim was approved and all medical expenses were refunded. It appears they chose to waive the $100 excess too. Thank you, I will definitely use Southern across for all future travel insurance (when the world goes back to normal!)
Great Travel Insurance
Would not use any other insurance company. Luckily did not need to claim on this trip. Unfortunately have claimed in the past and they were excellent to deal with; everytime we spoke with SCTI they were prepared : had liaised with medical teams overseas and had a plan of action in place. Communication was excellent.
Very poor policy - waste of money
Took out a policy with SCTI for a ski trip to Japan - injured my shoulder there (not an emergency but definite loss of function). Due to multiple factors, including the COVID-19 outbreak there was no availability for scans, medical appointments etc over there. Upon returning to Australia and seeking appropriate medical follow-up, surgery is required. SCTI have stated I am unable to make a claim as they are only responsible for medical care that occurs overseas. Ridiculous policy - not worth dealing with this company at all. Provides no cover fo...r 98% of all issues that occur whilst travelling. Customer Service agent told me it was my fault for emailing the company and not calling them and then hung up on me when I asked for clarification of the policy wording.
First time we have used this inurance provider and found them excellent to deal with. Prompt replies to our queries. Would recommend them to anyone. Above our expectations. Great service.
Wouldn't go with anyone else
Ive been using scti for all my previous travels and have never needed to make a claim, until my most recent trip to Vietnam! With the required information provided (receipts and police reports) I was able to have my claim processed within a few weeks and had my funds received within a months time
Waste of money
Booked flights in May 2019 before anyone knew anything about a pandemic (and bought travel insurance around the same time) only to now be informed they won’t even refund ONE of our flights. What is the point in buying insurance?! I understand this is a difficult time but now is the time you should be supporting customers not creating new documents so that you don’t have to assist them. Will definitely reconsider ever buying travel insurance with southern cross travel again.
Questions & Answers
please help have been ringing your office for 3 days been on hold for hours.Just need some reassurance .Leaving on 11-3-2020 for a trip to Vietnam already have policy with you .would like to ask some questions. Barry Sutherland
ringing for 3days holding for hours need some reassurance leaving on 11-03-2020 for a trip to Vietnam already have a policy with you would like to ask some questions. Barry Sutherland ring 02 49283156
I am having a similar problem with a different company (I want to apply for insurance but their site is crashing). Obviously they are being hit by people panicking.
As you can already see they don’t now reply in this Review site but I did notice they have website updates. Suggest you check for alternate contact.
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