Coronavirus coverage (will be travelling in July 2020 not yet traveled)
I booked a cruise last year for Norway to be taken in July 2020 and have not taken out travel insurance yet. So just wondering if SCTI or any travel insurance company are covering this issue. I understand if people have taken out travel insurance PRIOR to the notification of this virus will be covered, but what about people who have booked and wanting to take out insurance? If I take out insurance now and no one is covering COVID-19 then is there any use in taking it out, as there's so many exclusions the insurance company can cop out of.
Absence of customer relationship concept
I have been a customer of SCTI for many years and purchased their Travel Insurance product every time I travel. My previous reviews have always rated them highly but unfortunately tgis time I am marking them down because tgey dont seem to reward loyalty. In other words no concept of relationship with customer. I have purchased their product many times and never ever made any claims. Yet, the premium keeps increasing every time I buy Travel Insurance. Surely they should recognise the loyalty and history of claims. Apart from this,In terms of service no complaints at all.
Reviews are somewhat pointless if you have not made a claim
I like SCTI (I've used it twice on overseas trips) because the process in terms of detailing pre-existing conditions such as diabetes prior to purchase is quick, easy and seems to be fair. I feel pretty comfortable that SCTI would be fair if I were to claim HOWEVER one really does not know exactly how fair or unfair until one is placed in that position. They asked me to review the insurance so I have BUT unless one has been through a claim process with SCTI it's all a bit pointless.
Be alarmed -- Treatment is in public hospitals only as per policy -- Please check before you take out policy -
It is a very easy process to take out this travel and medical insurance policy and this is my third time with SCTI but fortunately have not had to make any claims so far. I took out my policies mainly after reading rave reviews on here.
I am a bit confused and bewildered when I did read the policy document FOR the first time which stated that the treatment is available through public hospitals only and not PRIVATE or hospital of your choice. This is playing with danger and straight into the LIONS DEN to be eaten alive and buried as not all cou...
don't over-estimate your holiday length - it will cost you.
took an 8 month comprehensive travel policy in 2018, as I was unsure how long I would be away and wanted to be prudent. In fact I returned after less than 5 months, and I had no need to make any claims of any kind (fortunately). I contacted SCT to enquire if a refund for the unused 3 months would be available. Initially i was told yes, and I was asked to provide proof through airline tickets of the early return, which I did. SCT then advised no refund would be available. Seemed rigid and unnecessary, and not good customer service. All my family have used SCT for long travels over the last years. Shame, as the product seems adequate, that goodwill was missing.
- Verified customer
No Longer Value For Money
Over the past 4 years SCTI has been our go to travel insurer for 5 overseas trips. During one trip it was necessary to contact SCTI regarding a medical issue. They were wonderful. On return I reviewed them in glowing terms for their compassion, customer focus, communication, professionalism and ease of initiating a claim and timely resolution. I subsequently recommended SCTI to friends and family. Our last trip was in September 2018 and although the premium had risen a bit, it was of little concern. When I researched SCTI for my upcoming tr...ip in April I was surprised and very disappointed to find not only had the base premium risen but cancellation premiums and coverage for pre-existing conditions (not the automatically covered ones) had also risen significantly. $5,000 per journey cancellation benefit (note: not per person) might be suitable if staying with family or friends while O/S but for those who book accommodation and tours this may be inadequate. Any cover above this amount attracts an add on premium. Do not rely on the benefit summary as it can be misinterpreted ie: Cancellation and delay $...…. As time consuming and painful as it is READ THE PDS. There had been no change in our pre-existing conditions over the 4 year period, A well regarded competitor's policy offered unlimited cancellation and coverage for pre-existing conditions for $521 less than SCTI! I have first hand experience of the excellent service SCTI provide but they have lost us as customers (retirees who plan on many more international trips) until they can compete in pricing as well as service.
- Verified customer
I'll buy a more expensive policy next time
I had to make a claim for medical expenses due to a severe ankle sprain. SCTI covered the expense incurred while overseas, but my doctor advised that I needed physiotherapy on my return to Australia to regain the normal use of my foot. The need for physiotherapy was caused by the accident that was covered by insurance, but SCTI does not cover expenses paid for in Australia. Medicare does not cover physio costs, so I am considerably out of pocket for my rehabilitation. I'll be looking more carefully at the fine print of policies in future!
purchased SCTI but no claim
I purchased SCTI on line and it was easy and reasonably priced. I have used them three times now.
I appreciated their email on return home.
I feel a more accurate rating would be obtained if I had more dealings with them or if I had made a claim.
policy seemed Budget Priced
First time I have used SCTI
With the Royal Commission now going through the insurance sector at present
I would hate to have made a claim? The Industry seems to be tared with the same brush
My guess is that SCTI would have found some way of NOT paying any claim I may have made
Yes I did read the entire policy.
You need travel insurance as directed by DFAT to register for Smartraveller registration
That's the only reason I purchased it.
- Verified customer
Just lost me !
Have used scti for all my family for the last six years at least 12 times and recommended you guys to all my friends . Ease of online purchase , Service , price and the few times I have had to claim they have been excellent . I have just gone to purchase again for next years trip , and the price from when I looked a few weeks ago is now more than $200 dearer. The website is now more complicated and no excess on medical has been replaced so you have to pay extra for no excess on the whole policy. Common medical conditions with no changes for ...over 5 years ( covered under many other policies as included) now have an added premium . Other add ons as well . I have now googled several other well reviewed travel insurance companies and have found several , much easier and much cheaper . I am very disappointed , but you’ve just lost me and the other 3 policies my family was just about to purchase - sorry guys , going elsewhere.
the good and the bad
A few years ago we were in Sri Lanka and my wife require an emergency operation foe an abcess remova.,Upon contacting scti ,and talking to a contracted phone support company who could make no decisions,only relay info and were rude and unsympathetic and,found it very frustrating that they would not guarrantee to cover her operation and 5 days hospital cover,and the hospital had our passports . I spent hours on the phone explaining the situation,chasing specialists and doctors to write letters,and eventually begging one of them to speak to them...on the phone.They left us in limbo until 6 hours before wife was discharged from the hospital,and then okd the expenses The experience was frustrating,stressful and scary, but in the end they came good.I think they are ok, but expect to jump through lots of hoops to get you claim accepted.
- Verified customer
I bought a policy from SCTI recently when I realised to my horror just before departing on a trip that I hadn't spent enough on my credit cards to qualify for complimentary travel insurance.
The premium was competitive and the cover and excesses seemed reasonable. I also liked the fact that the policy document is a relatively compact 14 pages. If I was travelling for a longer time I would probably want a policy that included Resumption of Journey (which this one doesn't) but this was OK for a couple of weeks.
As it happened, I needed ...to make a claim after bad weather delayed my return home. My claim was paid promptly, courteously and in full. The reason I can't recommend the policy more highly is that there is a nasty little "gotcha" in relation to medical conditions. If you have an illness or injury, or change to a pre-existing condition, after purchasing the policy but before departing, you need to inform SCTI and then they can decide whether or not they will cover the condition and at what price. You thought you were insured, and suddenly you're not. This is not immediately obvious from the definition of "pre-existing condition" either (it's under "You Obligations" at the top of page 4). This sort of "gotcha" is common in complimentary credit card travel insurance, but I didn't expect to find it in a paid policy and I probably wouldn't have bought the policy if I had realised.
- Verified customer
OK but needs to be flexible and more understanding
Good value for travel insurance but how good an insurance policy is, comes down to the handling of a claim should an event occur.
Had 2 episodes of unfortunate events during our last trip.
The 1st event was a lost luggage which we managed to trace and recover at the lost and found. Contacted SCTI when we 1st discovered the lost luggage and was told to make a lodge a claim online when we returned from our trip, in the meantime a claim number was given. Emailed SCTI to ask about the travel cost to retrieve the luggage when we managed to trace...it to the airport's lost and found but sadly no reply from them. Only found out that the claim was closed after we returned home. 2nd event, we lost of our backpack with some electronic items. Lodge a police report in the country that it occurred and a claim on arrival back home. Most of the items we reimbursed, sadly my camera and some smaller items were not reimbursed. I had not provided sufficient proof of ownership according to the clams officer. The camera is a couple of years old and i had misplaced the receipt. I had provided the serial number and the cost of purchase which was attached to the box that i had plus also an email reply from the company i had purchase that they are unable to provide me with a replacement receipt. SCTI has not given me any other options as proof of ownership. I still have the camera box and all the items in it that i did not take on my trip or have never used like some of the cables, i had taken photos and sent to SCTI and it's still not sufficient proof of ownership? How would i have these items if i did not owned the camera? I have also included photos taken from my camera that is in my laptop that shows the EXIF info. To quote mr Google:
- Verified customer
I had always been a big proponent- no longer!
I have always been a proponent of SCTI but when we needed them most; they have really let us down.
My partner developed appendicitis whilst on holiday in the US. Despite us constantly updating them from hospital; we had very little advice or support.
At the very last minute, we were told that they had made a desktop determination that, contrary to the US surgeon's advice, my partner was fit to make a 28 hr trip, just over a day after leaving her hospital bed .... a daunting trip for the healthy; let alone someone that is still recoveri...ng! In these circumstances you hope for a travel insurance company that is going to take the stress out of the situation, not compound it! In an update: SCTI did come through for us in the end and booked a new flight for us. Much appreciated!
- Verified customer
Expensive to cover an existing medical condition
I have used SCTI for two previous trips without having to make a claim. Unfortunately since the last trip I have had to have a Coronary artery bypass graft even though I was showing no symptoms. For my latest trip the quote from Southern Cross is an additional $1342.66 to cover my pre existing condition. I shopped around and with answering the same set of question regarding my medical condition Covermore are covering me for the same pre existing condition for an additional $155. I have been impressed with the communicaton, rates and cover that Southern Cross offer and wanted to do business with them again but now unfortunately I can no longer afford to.
Very disappointed and won't be using SCTI again
The policy was good value and easy to set up on line. The important test comes when making a claim. Unfortunately I booked a flight to Bali with Tigerair which was cancelled at short notice. I then booked another flight with Air Asia who charged me more than double the original fair. I tried to claim the additional cost from SCTI but they rejected my claim referring me to section 29 on page 10 of my policy. This excludes claims for 'Events related to a governmental or official authority directive'. This could be used to exclude just about anything. So consider this when using SCTI.
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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