- 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.
- Verified customer
Total lack of timely communication with the customer!
To try and cut a long story short we took out a policy with SCTI intially for travel that included mainland China. With the coronavirus the cruise component of our travel was cancelled and we made a claim, which involved a LOT of work on my behalf. That claim was successful! Following the cancellation of that trip we decided to book a land tour of Japan instead and subsequently took out another policy with SCTI. As we all know now we can no longer do that trip either and more than a week ago I started to attempt to contact SCTI once again a...s we decided to cancel that particular policy. We are aware that you can do this as stated in the section relative to cooling off period in the PDS documentation, provided it is done prior to 14 days before the first date of travel. I have tried emailing SCTI as you just can't get through to them on the phone at the moment and we received acknowledgement of receipt of our cancellation request but the only thing we have heard back from them was an email update on the coronavirus situation. I sent them another email on 24th March, which is now within the 14 day scope of being able to cancel, but once again all we have received is an acknowledgement of having received our enquiry. I'm now thinking that they are never going to get around to responding to us and we can kiss the money we paid for the policy "goodbye"?!
This is why you take out travel insurance
Due to unforeseen circumstances it was necessary for us to lodge a claim. Because we took out our policy the moment we booked our trip our policy covered us fully.
Huge fees to cancel due to travel bans!
Had to cancel insurance well in advance due to travel bans. No claims just no longer allowed to travel, ergo no need for insurance. Was charged 20 % to cancel. Nice little earner. Will not be using southern cross when I rebook travel.
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.
Fantastic service and amazing helpful people
Had to cancel on 27th February at start of Coronavirus outbreak
Only took three weeks to resolve which
regarding the timing just fantastic Had one call for confirmation purposes
Have used before and will again when travel resumes and easy to set up
Cancellation of policy
Had to cancel my policy with them as we were no longer travelling overseas due to the corona virus. They cancelled the policy with no dramas and even waived the cancellation fee
Refused to refund
Took policy out in early Jan many emails to them requesting refund no reply only a notification that due to pandemic no refunds given absolutely disgusting company do not use this lot
- Verified customer
Lack of service, policy (PDS) not clear and contradicted by bulk mailout from company
This is the second year I have taken out a policy with SCTI. No claim on previous trip, and took current policy out in mid February when Coronavirus had not spread to the current level or world concern that it now is. Was hoping caution only would be needed or that it was fading by the time I travelled in several months time.
My choice to take out cover with SCTI was based on reviews here even though a lot don't seems to have had any claims or even made contact with the company, merely based on ease to take out on line, price, able to select n...il excess and possibly because it seems to be an Aussie comapany. This was also after reading a choice review on insurance companies where Choice had rated SCTI very low in claims coverage which was based on the number of complaints to the Insurance Ombudsman/AFCA. (This has since been updated as of 6 March and no longer rates claims.) This was a concern to me however I realise that many people take out insurance without understanding what they are covered for and then make unjustified complaints. I worked in insurance for 20 years. As I would be hiring a car when on holidays I read the excess cover part of the PDS more thoroughly and dicovered that the wording was confusing and could be interpreted in two different ways. Then realised the same wording applied to other areas of the policy. I emailed SCTI in the first few days of March before Coronavirus was as big an issue as it is today expecting that it may take longer to get a reply, possibly a week. After two weeks I had not received a reply and tried to phone, waited for 20 minutes before I had to hang up. Sent another email. Then I received another auto email asking for a review of the service I had received from SCTI which is triggered when you take out a policy on line and you get bombarded after that - even though there is no customer service involved in taking a policy out on line!! So on this occasion I did reply, rating the service poor and agreeing to them to contact me to discuss. That was nearly a week ago. Yesterday I received a bulk email from the company in relation to Coronavirus and delays in replying to email and longer waiting times on the phones. It also gave a brief on coverage which stated you would be covered if your policy was taken out before 31 January however this contradicts the wording in the policy regarding epidemics, threat of etc which stated "other things we don't cover" which means a blanket no cover regardless of dates. They also requested people not contact them on anything not virus related. Seriously, what sort of service is this.
Great service and customer support
I was a bit scared as never heard about SCTI before. But thanks to the people for the reviews helping me to decide. I am glad that we choose SCTI. Did lodged claim, which was approved within 1-2 weeks. Great customer service. Well recommended.
Try another company...
I had purchased my insurance last year for a trip to South Korea in June. I rang up today to try and clarify how coronavirus impacts my travel insurance [I had originally asked this in late January but received no answer...]. I suggested to the call centre person that because coronavirus was an unexpected event I may be able to cancel my trip.
I was advised that because the WHO had declared it a pandemic that I was not covered. SCTI took this decision at 2pm as I was on the phone....I suggested that there was no actual information to indicate t...
SCTI doesn't cover pandemic
I have used SCTI before, but now regret buying travel insurance from SCTI for my upcoming trip to Europe as I find that they don't cover cancellation due to pandemic. I would suggest people considering travel insurance have a good look at the list of travel insurers compared in an article on the Choice website. https://www.choice.com.au
I will not use SCTI again. There are better products on the market.
Sick of sending emails and not getting a reply for my very simple claim, I’ve tried ringing but after waiting 40 mins I got sick of the wait. Policy was good value and they had good reviews, the the reality is far different
- 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.
Terrible services provision
Airline (Brunei Air) Melb. contacted me to change my flight. Was offered x 2 options, earlier (within travel cover period, meaning I could not attend my grand nephews performance and a scholarship ward ceremony (hence departure date, flight clashed with ceremony time (12hrs earlier!) Made attempts st my own cost to contact your company re coverage if departing x 24 hours later than covered period. I rang S.C. Travel office (continued x 5 days!) never received any replied. Was given the response via your prompts "...
Terrible! On hold for 1.5hrs!
I took out a policy with this company because it had good reviews on this website. Yesterday I tried to call them to find out if we will be covered if we cancel because the cruise ship we will be going on had cases of flu and was turned away by the countries we were booked to go to. I spent 1.5 hours on hold and then the call was cut. Today, so far I have been on hold for 45 minutes. This is totally unacceptable! I have read the fine print, and I have read the PDS and I have read the information on the website but it is still not clear if we wi...ll be covered if we cancel. Hence, I wanted to speak to someone who can make it clear for me. Having read some of the reviews below, I can see that many people are in my boat and it will not be covered. What is the point of this cover if it doesn't cover you for cancellation, even though it was an unexpected event and I paid extra to ensure that the full amount was covered in case of cancellation? What a waste of money! Would never go with them again!
Perfect cover, for a perfect trip.
Set my excess amount and was very happy with cost for the 6 days.
I have used SCTI before and have had to make a claim due to a lost phone and they resolved this very quickly for me.
I have used them for around 7 years (maybe 6) and will continue to use them.
Read the fine print about "cancelling" your trip or "pandemics". This policy doesn't cover half of the better policies.
Though the quote page allows for cancellation of a trip prior to departure, when I went to cancel I am not able to because of the exclusions built into this allowance. Its not a real cancellation allowance that a normal person would expect, be careful.
Also you are not covered for pandemics or quarantines even if you had the insurance before these events occured, I mean what is the point of travel insurance if not for those big 2 which are out of the travellers control?
First time I have used this firm. Took out cover over 6 months ago and leave in 4 weeks. Should this corona virus be declared as pandemic, then I am not covered for any type of disruption to travel. Should I want to cancel so as to avoid this, I am not covered, because that would be my choice. So left high and dry it seems.
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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