They approached us!!
Recently SCTI contacted us to organise a refund for the trip we will probably never do! So much better than the way the airline has treated us. Our family have used them before. Value for money with good cover. The policy is easy to read. One day we will use them again I hope.
Fantastic experience - will use again and have already begun recommending
Many years ago I used to be a travel agent so for one I recognise the importance of travel insurance and would never let myself or my family travel without it. Being an ex travel agent, I was used to only using one particular provider (Covermore) who were always great too, however are much more expensive than a lot of other providers - it's important to note that often you get what you pay for, and that not all policies are created equal, so I had not really shopped around.
However for a recent trip we had booked domestically within Australia ...(we can't really go anywhere else currently anyway), I did come across SCTI on Google and was impressed with their awards first of all, and then their insurance inclusions and price, and even though the premium was lower I was confident I was still purchasing a quality product that would pay out if ever needed by the amount of awards they have won and all of the seemingly legitimate positive reviews. I took the chance and used them for our policy. Unfortunately, we had to cancel our trip due to illness (non Covid related) and I couldn't have been more impressed with the entire claims experience from the initial help on the phone (and getting through quickly to someone), to putting in the claim online - a very easy process, to receiving the outcome less than 48 hours later via a lovely email that had a personal touch too adding they hoped we were better now which was appreciated. The claim was approved and paid to our nominated bank account. I couldn't be happier with this company who have been fantastic every step of the way, and will definitely be using again for future travel and recommending to others. On another note - I've read a lot of others posting on here that they had their claims denied due to covid/a pandemic being declared and can definitely understand their frustration and sympathise as I would feel the same, however I am fairly certain that almost if not every single insurer has that clause in their policy so it is not something just with SCTI. Moving forward now that everyone is aware that a pandemic exists we will happily be using SCTI again, with the understanding that we wouldn't be able to make any claims if it had anything to do with Covid, it's just the way it is now (across the board). For everything else they seem fantastic.
After receivig damage to my hire vehice I rang SCTI and received clear advice on making a claim. The claim was easy to make and finalised quickly and efficiently - very happy customer.
Best travel insurance
Have been using scti for a number of years while in Spain. Have had to make a number of claims. It has always been a straightforward process and quick payment.
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.
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.
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.
Questions & Answers
just wondering if SCTI have good snow and ski coverage
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.
Get an answer from our members and Southern Cross Travel Insurance representatives
|Maximum Age Covered||101 years old|
|Overseas Emergency Assistance||Unlimited|
|Pregnancy (max weeks)||20 weeks|
|Resumption of Journey||Not Included|
|Hospital Cash Allowance||$3,000|
|Overseas Emergency Medical & Hospital Expenses||Unlimited|
|Loss of Income||$6,500|
|Luggage & Personal Effects|
|Theft of Cash||$500 (as part of Travel Document cover)|
|Delayed Luggage||$1,000 per person, $5,000 per journey|
|Credit Card Fraud||Not Included|
|Travel Documents / Passport||$1,000|
|Maximum Single Item Limit||$3,000 (Laptop, Tablet, or Camera)|
|Luggage & Personal Effects||$25,000|
|Rental Vehicle Excess||$5,000|
|Motorbike / Moped Coverage||Optional for motorbikes up to 200cc|
|Domestic Pet Care||Not Included|
|Special Activities Packages|
|Snow / Ski||Optional Extra|
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