- 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
- 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"?!
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.
- 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.
No good for Bali
Clause on their website that excludes any claim for volcano related incidents, which seems to be long standing and in place for future events. I reached out to scti for clarification on this as a long time customer of theirs only to be ignored twice. Thanks scti, I will go elsewhere.
Doesn't cover Morning Sickness due to unforeseen Pregnancy
Have used SCTI many times and haven't had a problem. Last year, I experienced severe Morning Sickness due to unforeseen Pregnancy and as a result had to cancel the holiday. STCI refused to refund hotel costs as Morning sickness is not covered despite the event being unforeseen and after the purchase of the insurance. I provided documentation from my OB stating that travel was not advised as well as proof that I was not pregnant at the time of purchase of the insurance - and this didn't change the outcome. This is extremely disappointing that their policy doesn't support women in this scenario.
great insurance but poor customer service
Great travel insurance and normally very responsive to contact via supplied numbers. However! I did contact SCTI on email when the recent Coronavirus issues arose as we were travelling in Japan , just asking where we stand with our insurance and given that health organisations had declared higher emergency status and if our insurance was still valid. Sadly no one ever got back to me - Very Poor form guys.
Unable to contact the emergency line.
We were in Italy 3 week ago when I had a fall.
We tried to contact the Emergency 24/7 number at least 6 times- and each time we received a message to say that we should contact this number in office hours.
Twice we rang inside Australian 9-5 office hours and still received this message.
We wanted advice on how to proceed with hospitals and treatment documentation, but in the end , were forced to managed, on our own as the number you advertise as being available all hours was not , in fact available at all.
We will use anther Insurance company in future.
I always use SCT. This time though I had to dash to the UK -emergency surgery for my daughter. Insured for 2 weeks, OK. She was recovering well, then had a relapse and rushed back into hospital, so I needed to extend my policy. This was done for another 2 weeks. Then when I realised I would have to extend again, no one was around, no one contacted me, until I received an email stating I had to pay within a few hours. With the time change - ie email arrived in the middle of the night, by the time I read it at the hospital I was out of time... Could someone not have realised how difficult things were for me??? I thought you were real people...
Great claims process, But still got shafted.
So Jetstar screwed up our plans and we lost a nights accommodation and then due to weather delays, Lost out on accommodation at one of our destinations.
Spoke to SCTI and they told me how to do the claims process. We were in total owed $300. Thanks to what the clown on the phone said, We only get back just under $100 of that $300 because of their "excess" x 2. Instead of telling me to do one claim, They made me do two thinking I'd only have to pay a single charge of $100 excess.
Not happy. Not even worth me scanning, filling out and posting it all registered mail!
No loyalty discount for repeat customers or discount for Seniors
I'm currently arranging my travel insurance for an overseas trip next year. I phoned SCTI to enquire whether a discount is offered for repeat customers or seniors, noting that my other preferred travel insurer InsureandGo does offer these discounts. The polite and helpful agent who took my call in NZ told me that no such discounts are offered by SCTI, although from time to time SCTI do have limited time discount offers which are emailed to their database of customers. No such offers are currently available. Understandably, with comparable PD...S terms and a discount on offer, I will choose to insure with the company that has adopted a more savvy approach to its marketing to both seniors and returning customers. None of this is relevant to the product itself, nor the claims service, but creates an initial negative impression of SCTI's flexibility and commercial acumen Update: I sent this review to SCTI before publishing it. I received a prompt response confirming that no loyalty or seniors discounts are currently available. This was attributed to their new system having a lack of functionality to create discounts, which suggests to me a lack of flexibility in their underwriting process. In my experience, telephone sales representatives at other insurers (both travel and car insurers) have some authority to negotiate premiums to meet the market or take into account a customer's particular circumstances or risk profile.
Re book missed flights with great caution!
We had to re book 10 flights with 3 airlines recently with this insurer. One single flight of 45 minutes was with Virgin America. When we re booked our flights four were with Interjet Airlines and the rest with United Airlines. The cost from United for new times was going to be so great that the customer service rep didn't want to tell us the price at first because it had almost doubled. After working with the rep in the USA by phone over 90 minutes a new departure point from San Francisco would greatly reduce the cost. This meant that the Virg...in America tickets from Las Vegas to our original departure point of Los Angeles were not used. Because we replaced the Virgin America tickets with United Airlines we were not compensated for this cancelled part of the trip. If this ever happens to us again I will just re book flights exactly as they were and just request a very large refund under the policy. The time spent by me trying to save money in the end was just not worth it. Why did I spend so long on the phone saving this company any money? Just pay a lot extra and go for a policy refund on return. Should have just re booked the Virgin America tickets, an extra $400 dollars or more plus the extra $4000 from United.
- Verified customer
not the value it appears
Used SCTI 3 times and was good until having to claim. Depreciation rate used by SCTI much greater on some items than other companies. By saving $20 on policy lost over $600 on claim ( one camera and 2 lenses). When challenged SCTI stated that they set their own " Reasonable rate of depreciation " and they thought it fair even though it way worse than industry rates.Try another company like TID that does disclose depreciation rates. Not promoting TID as have never used them but will try them next trip.
- Verified customer
Dishonest & sneaky
I do have to agree that the policy was easy to set up, offered good value for money compared to similar companies and the response once my claim was submitted was fast.
But unfortunately this is where it ends.
A flawed logic in assessing the claim, trying to rip you off.
First claim was trying at best
Have used Southern Cross for many years but never claimed.
Needed to go to a emergency centre on a week-end for what turned out to be a pulled muscle in my shoulder.
USA medical fees meant a bill of $1600 for a 5 min consultation.
SCTI initially refused to pay as they claimed a slipped disc from 5 years earlier, that I have not needed any further treatment for, was somehow linked.
It was not until I started action through the insurance ombudsman that they finally changed their mind.
It was an unpleasant & disappointing experience.
Not Family friendly
Went to book a policy travelling at xmas with my wife & kids age 17 & 18
Told I have to book a separate policy for the 18yo even though she is a student, dependant etc
Poor form STCI, you lost a customer there guys.
We are a very low risk customer and shouldn't be penalised for holidaying wth our kids
- Verified customer
Beware! Always check the dates
I purchased my insurance last November for a trip Sept-oct 2015. A week before we left I received an email with only the policy number on it. I just received a further email to say welcome home but I'm still away with two children. Realising an error, and I acknowledge that I should have double checked the dates, I called to ask for an extension until we are back. I have been told that no extension can be given and have been left to fly from the UK to Australia with no insurance.
I think that the company should list the details of the insuran...
Very slow to payout
After reading good reviews I took out travel insurance with SCTI in 2014 for a family trip to Bali.
While away my iPhone was lost and it took me months and a dozen emails and numerous phone calls to recover any money from them, they kept asking for more and more details, such as for a cost of the phone new when it was on a plan, not even Optus could provide them the exact costing of the phone so I ended up receiving only about 1/2 of what was needed to replace my phone.
Disappointed, great service until I had to make a claim.
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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