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.
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.
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.
No point of getting Southern Cross Travel Insurance
Spent $800 on this insurance for 4 months travel. They did not cover anything related to COVID-19 as they stated “We do appreciate that this was an unknown event for you, however, the policy does not cover such governmental restrictions” as QLD we’re closing their borders
- Verified customer
Once is enough
Will never get an insurance from SCTI again. It was my first time to try SCTI but wont be using them again. I initially purchased from them upon seeing good reviews but alas, I was wrong. The airline canceled my flight and there's no point in going as threat of covid19 is increasing. They will not cover the cost or even half of the cost even though I purchased my insurance before the covid19 became a pandemic.
- Verified customer
scammers / cheats
will never use this company again. travell cancelled by government. encourages you to make a claim then denies claim. then wont refund unused policy . excuse , you made a claim.... disgusting way of taking peoples money.
Avoid this company at all cost!
Do NOT I repeat Do Not use this company for travel insurance...they will happily take your money & find every reason possible not to cover your travel claim. There are many other better travel insurance companies out there.
- Verified customer
When trip is cancelled there is no refund on premium.
We purchased a policy form Scti to cover a cruise. We cancelled the insurance when we did not sail on the ship and would have expected a partial refund of the premium given that there was no risk of a claim from the date of cancellation.
SCTI is very difficult to contact and do not answer e-mails. They have denied a partial refund without any explanation. We have used SCTI for the past ten years as our insurer and had recommended them. We can no longer recommend them as they are too difficult to communicate with and there explanations don't pass the pub test.
We had a ski trip booked to Japan in February. Given that Japan was a high risk region for the Coronavirus, we decided to cancel our holiday. SCTI have denied our claim for reimbursement even though we bought the policy last year. I have used SCTI in the past but will NOT be using them in the future given their response.
Disappointed with Claims Proccess
Have used SCTI before but never had to claim until booking replacement flights 3 weeks ago. After claim message saying they needed 9 business days, it's now 3 weeks later and they haven't even assigned someone to the claim and keep saying call back next week and blaming glitches. Out of pocket $4,000 and have had no help from SCTI.
I took out travel insurance with Southern Cross Travel Insurance, for my trip to Europe. On the 11th November, I had a fall in Athens. SCTI were contacted almost straight away. I had some very kind emails asking how I was. 3 days after the fall, I felt it necessary to call an English speaking doctor to my hotel. He diagnosed a grade two sprain of my ankle and serious swelling. He prescribed some anti inflammatories for me. On the 14th November I sent to the claims team all the paperwork; Dr's report, receipts etc. It is now...the 12 January, and I cannot get anyone to answer my questions about payment. Last suggestion was that I ring someone in New Zealand, I am in Melbourne. My next phone call will be to Consumer Affairs.
Great experience until you try to make a claim
Have purchased SCTI every year for the past 12 years and found the process easy, but then I've never had to make a claim until this last purchase. Absolutely hopeless and unhelpful. I broke my ankle in Copenhagen and was taken to hospital by ambulance. Contacted SCTI on my return to the hotel as I now needed to keep my ankle elevated on my return flight to Australia and would need SCTI to liaise with the airline to accommodate this. They said they'd get back to me, but it wasn't until I was on the plan that I realised SCTI had no intention ...of doing anything to assist me. I couldn't even sit in economy class aisle seat as the Moon Boot I had on didn't fit in the space. The airline moved me to the front row of economy for marginally more room, but my foot still wasn't elevated and the leg/ankle swelled up so much that the pain was immense. Never again.
Won't pay for cruise that turned into a bus ride
During the large floods in Europe of 2013, we were supposed to be on a River Cruise from Budapest to Amsterdam. The cruise company (Scenic Tours) -knowing of this in advance- forced us to go by bus for over 50% of the trip. Also refused passengers to cancel.
During this time I was in touch with Southern Cross insurance and kept them informed.
When we returned to Australia and we placed a claim, they refused it, based on a technicality the we did do the "trip" -even though it was mostly by bus! So this cost us around AUD$20,000 for a bus ride!
Never have and never will use SC again!
- Verified customer
Great policy. Unfortunately too much stress and false promises when you need to claim
The policy is excellent value. I have used SCTI for over 10 years and had excellent service. Great policies, great product, great value.
Unfortunately this year when I really needed them they failed me. I made a claim for an ACL tear. They made a representation on the phone that surgery would be covered. Then whilst I was trying to get an answer from them they immediately went back on their promise, and told me I had 24 hours to get on a plane and be evacuated. This was despite the fact that this was not an emergency situation, I was on crutc...
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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