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.
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.
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.
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.
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.
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
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!
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.
Worst Ever Experience
Worst insurer ever! Tried to call there hotline for two weeks and was on hold for a minimum of 45min before i hung up! When i finally got through and had my questions answered i bought insurance on the 2nd of Feb even though i had been calling since 20th Jan. I then called again 2 days later and again i waited 45min to ask if i was covered for CORONAVIRUS and was told NO as you had to insure before 31st Jan. Thanks SCTI if you answered your phones prompty and not expected people to wait 45+ minutes obviously people don't have anything better to...do i would have bought insurance well before 31st Jan. Also on there web page where you buy insurance there is no mention of CORONAVIRUS at all or the date you had to buy insurance by. I don't know what making a claim would be like if you can get through to them! Good luck everyone but if i were you i would avoid SCTI like the PLAGUE.
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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