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Reviews

(61)
(43)
(10)
(1)
(41)
  • Value for Money
    1.1 (11)
  • Transparency
    1.0 (8)
  • Customer Service
    1.1 (11)
Neil

Neil

  • 8 reviews

Poor behaviour

published

Suresave are trying to keep premiums for travel insurance for travel that is no longer possible due to pandemic which has in effect been voided by pandemic. They are carrying no risk for cancellation, illness from other causes, travel delays, lost luggage but want to keep the premium while not being at risk for any claim. This is unconscionable conduct.

Transparency
Customer Service
DestinationAustralia
Claim MadeNo
Insurance Cover ForAdult
See all answers

There isn’t a no star option.

published

We purchased our comprehensive travel insurance on the recommendation of our travel agent. Our policy was taken out in September 2019 and when we had to cancel our trip due to Covid-19 all obligation on SureSave behalf were waived. Basically their response was we don’t cover pandemics - no recourse no chance to appeal.
Pretty sad when they are promoted by a travel agent and then just wash their hands of any liability to help.
Our insurance is now not worth anything, we can’t travel and no refund on policy. A complaint was lodged 11 days ago and no response.
Just poor service!

Transparency
Customer Service
Value for Money
DestinationEurope
Claim MadeNo
Insurance Cover ForAdult
See all answers
LolaM

LolaMSouth East Queensland, QLD

Not sure about SureSave

published

Whilst our claim was handled fairly quickly, we weren't happy with the outcome.
As travellers we aren't always aware of all things that might go wrong. Taking out insurance for overseas travel, is supposed to give us peace of mind. So it was a shock and disappointment to find we weren't covered for insolvency of wholesale accommodation provider used by our travel agent. We paid more than we budgeted for on this recent holiday which was supposed to be fun and relaxing but instead was marred by problems we did not foresee. We trusted our insurer Sure Save to protect us. We haven't saved anything by using them. But they sure did save by not compensating us. This was the first time we used Sure Save but it's likely we won't be doing so again.

Transparency
Customer Service
Value for Money
DestinationNorth America (inc. Hawaii)
Claim MadeYes
Type of ClaimTravel Delays/Cancellations
Claim ApprovedNo
Insurance Cover ForAdult
See all answers
2 comments
SureSave
Customer ExperienceSureSave
LolaM
LolaM

thank you

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Kylie M

Kylie MSouth East Queensland, QLD

No point in getting comprehensive cover. Means NOTHING!

published
Transparency
Customer Service
Value for Money
DestinationAfrica
Claim MadeYes
Type of ClaimTravel Delays/Cancellations
Claim Resolution Time3+ months
Claim DateOctober 2019
Insurance Cover ForSenior
See all answers
1 comment
SureSave
Customer ExperienceSureSave
James G.

James G.Metropolitan Adelaide, SA

Waste of money ... And time

published

Surfboard damaged by airline. Numerous phonecalls/documentation/emails required, sometimes twice for the same document. Quotes were obtained for repair or replacement which took time and travel. The claim was denied ... 'sporting goods not covered'. Could've told me that on day one and saved a lot of running around and precious time! Never again. Would've given no stars but not given the option.

DestinationNew Zealand
Claim MadeYes
Claim Resolution Time1-2 months
Claim DateDecember 2019
Claim ApprovedNo
1 comment
SureSave
Customer ExperienceSureSave
Dee

Dee

  • 2 reviews

Again claims team does not get back to you will never use this insurance again poor service experience

published

No response from claims after ringing and emailing had issue before hit some response and they do the same thing
I submitted claim waiting for claims people to ring my back

Transparency
Customer Service
Value for Money
DestinationEurope
Claim MadeYes
Type of ClaimLost/Stolen Property
Claim Resolution Time2-4 weeks
Claim ApprovedNo
Insurance Cover ForAdult
See all answers
1 comment
SureSave
Customer ExperienceSureSave
Dee

Dee

  • 2 reviews

Poor service

published

A also submitted a claim with suresave and they said the same thing it seems like the pattern is the same and you ring them sit on hold for 30 minutes and then they hang up

DestinationEurope
Claim MadeYes
Type of ClaimOther
Claim ApprovedNo
2 comments
Dee
Dee

Spoke to them in the phone said all good then get an email saying we haven’t recieved their documents poor communication

SureSave
Customer ExperienceSureSave
Louise

LouiseHobart, TAS

Not worth the paper it's written on

published
Transparency
Customer Service
Value for Money
DestinationNorth America (inc. Hawaii)
Claim MadeYes
Type of ClaimTravel Delays/Cancellations
Claim DateOctober 2019
Claim ApprovedNo
Insurance Cover ForAdult
See all answers
1 comment
SureSave
Customer ExperienceSureSave
Toby N.

Toby N.Sydney, NSW

Terrible service

published

Its been three months since I lodged my claim I still awaiting a resolution. Over this time:
- they changed my claim number without telling me
- theyve lost emails I sent
- theyve not been in touch within time frames theyve advised
- theyve not returned phone calls
- theyve not returned my most recent complaint phone call

They have provided a terrible service. At the very least they should return phone calls and let me know what the hold up is.

Transparency
Customer Service
Value for Money
DestinationSouth-East Asia (e.g. Bali, Vietnam, Thailand)
Claim MadeYes
Type of ClaimMedical
Claim Resolution Time3+ months
Claim DateAugust 2019
Claim ApprovedNo
Insurance Cover ForAdult
See all answers
1 comment
SureSave
Customer ExperienceSureSave
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Jackie

JackieHobart, TAS

Cruise cover

published

Our travel agent booked our travel insurance for our cruise though suresave we took the higher policy with zero excess. We missed 2 ports on our cruise. We joined a Facebook page before leaving on our cruise on our return a lot of fellow passengers were discusseing that they claimed between $50 and $100 per person per port unfortunately suresave does not cover this. And if we had of took insurance with one of these other companies we would have save between $20 to $30 dollars and would have able to claim missed ports. If cruising look around and compare

Transparency
Customer Service
Value for Money
DestinationAustralia
Claim MadeNo
Insurance Cover ForAdult
See all answers
1 comment
SureSave
Customer ExperienceSureSave
Mark Phillips

Mark PhillipsQueensland

  • Verified customer

Going downhill past

published

I've used this company on and off for nearly 30 years. Their service is failing spectacularly at present. Instead of fixing my renewal with the correct policy (advised 3 weeks after being charged) they've spent 4 months delaying and not dealing with the problem. Now refusing to cancel the wrongly charged for policy.

Customer Service
Value for Money
Claim MadeYes
Type of ClaimOther
Claim ApprovedNo
Insurance Cover ForAdult
See all answers
1 comment
SureSave
Alison D.SureSave

Hi Mark,
I'm very sorry to hear about your experience. I will send you a private message to request some more information so I can look into this for you.
SureSave Customer Experience

Mark B

Mark BIllawarra, NSW

  • Verified customer

Their policy seems to be "Deny Everything". Terrible company

published

My son broke his collarbone while snow skiing in Japan. Sure Save have continued to deny our claim. Each time we send through the relevant documents Sure Save find another reason for us to re-send the same documents and more reasons not to pay the claim.

Value for Money
DestinationSouth-East Asia (e.g. Bali, Vietnam, Thailand)
Claim MadeYes
Type of ClaimMedical
Claim Resolution Time3+ months
Claim ApprovedNo
Insurance Cover ForAdult
See all answers
1 comment
SureSave
Customer ExperienceSureSave

Hi Mark,
I'm very sorry to hear about your experience. I will send you a private message to gather some more details so I can escalate your claim.
SureSave Customer Experience

Diannah J

Diannah JSouth East Queensland, QLD

No communication and lots of excuses from Suresave

published
Customer Service
Value for Money
DestinationSouth-East Asia (e.g. Bali, Vietnam, Thailand)
Claim MadeYes
Type of ClaimMedical
Claim Resolution Time3+ months
Claim DateNovember 2018
Claim ApprovedNo
Insurance Cover ForAdult
See all answers
1 comment
SureSave
Customer ExperienceSureSave

Hi Dianna,
I'm very sorry to hear about your experience. I will send you a private message to gather some more details from you so I can look into it further.
Customer Experience, SureSave

Steven C

Steven CPerth, WA

  • 2 reviews
  • 1 like

No compassion, no service, unreliable .... watch out when claiming!

published
Customer Service
Value for Money
Claim MadeYes
Type of ClaimTravel Delays/Cancellations
Claim ApprovedNo
Insurance Cover ForSenior
See all answers
1 comment
SureSave
Customer ExperienceSureSave

Hi Steven,
I'm very sorry to hear about your parents' experience. I'll send you a private message to gather some more details.
Customer Experience, SureSave

  • Verified customer

Worst experience ever

published

This is the first time I’ve used Sure Save and will never use them again. Injured my hip coming down a few stairs after staying at a hotel in London Victoria. Saw a private Specialist and emailed them 3 letters from him outlining the investigations and treatment needed. Initially they agreed to the MRI and follow up. However, they changed their mind and attempted to make me travel against medical advice. Obviously I refused. They never come back to you when they say they will. It’s now delayed my trip home and treatment. All they seem concerned about is the cost of scans and not treating the individual with dignity.

Insurance claim madeYes
1 comment
SureSave
Customer ExperienceSureSave
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Heather

HeatherHobart, TAS

  • 2 reviews

Poor company

published
Insurance claim madeYes
1 comment
SureSave
Customer ExperienceSureSave

Hi Heather, I am very sorry to hear about your experience. I will send you a private message to gather your policy details so I can escalate your claim.

Customer Experience, SureSave

Jack

JackGold Coast

Read the 92 pages of the PDS prior to taking out the insurance.

published
Insurance claim madeYes
4 comments
SureSave
Customer ExperienceSureSave
Jack
Jack

I have received a response from cerebus today it appears they are going to pay most of the claim. I have heard nothing about a medical claim on the trip.

Jack
Jack

The claim has now been resolved with Sure Save We are still waiting for payment from Veuling Airlines for refund of fares etc from Palma to Barcelona.

merilyn

merilynGreater Melbourne (Metropolitan), VIC

  • 4 reviews
  • 3 likes

Terrible - don't touch them

published
Insurance claim madeYes
4 comments
SureSave
Customer ExperienceSureSave
merilyn
merilyn
merilyn
merilyn

Worst Claims Experience Ever

published

Be aware - should you make a claim there claims side Cerberus, will do everything in their power to frustrate you so you end up not bothering. They are incompetent and use delaying tactics to continually muck you around. I would suggest there are much better insurers you can use.

Insurance claim madeYes
1 comment
SureSave
Customer ExperienceSureSave
Tanya

TanyaKarratha

Still waiting for my claim to be finalised after 3 months

published

The support I received while in hospital over seas was A+ .. trying to claim the last of my medical and accommodation expenses since I’ve been back is terrible .. I send emails and keep receiving the same auto email back stating they will get back to me ...after posting on here this was resolved within 3 days thank you.

Insurance claim madeYes
Page 1 of 8

Questions & Answers

Port S.

Port S.asked

Live in Australia, about to go on a 7 day fishing trip, will be on the mothership each night, during the day going on smaller boats to fish rivers/creeks in the Kimberley. Have selected "Australian Waters". My question is, will this still cover us when we get off the vessel on dry land ?
E.g. Medical evac if required ?

1 answer
SureSave
Customer ExperienceSureSave

Hi there,

Yes you would be covered for medical evacuation if you call our Emergency Assistance team.

SureSave Customer Experience

Avr

Avrasked

I was about to purchase the ultimate cover for a Nepal Trek until I read Louj's review below. I am now seeking alternative quotes. Would you please explain why Sure Save took so long to settle his claim? Are there any hidden clauses that Sure Save uses to deny claims in circumstances described by Louj?

2 answers
Jack
Jack

Any settlement is probably subject to the way the insurance company interprets the policy. As I stated earlier read the 92 pages of the PDS very carefully and think of all possibilities arising from that situation. If necessary obtain clarification in writing from the insurer.
Jack

SureSave
Customer ExperienceSureSave

Hi Avr,

Unfortunately this was a case of human error which resulted in the claim being underpaid. The customer alerted us to the error 2 days after the claim was settled, after which the claims officer immediately put in request to have this rectified. The full payment to the customer was processed within 5 working days as it needed to be approved by their supervisor and go through the payment process.

We understand that this is not an ideal situation and apologise sincerely to the customer that they had a negative experience. However please rest assured this was human error and not an issue with the coverage included in the customer's plan.

We hope you have an amazing time in Nepal!

Customer Experience, SureSave

Taffy

Taffyasked

Is the Age requirement, 80 . based on date cover taken out .age during travel. i.e turn 81 during travel

1 answer
SureSave
Alison D.SureSave

There’s no age-limit for our Comprehensive international and Domestic plans. However, if you are 81 or over, we will ask you some questions about your health and lifestyle at the time you buy your policy and then determine whether we will offer you cover and on what terms.

You will need to enter the age you are when you buy the policy. It does not matter if you have a birthday before departure or within the trip.

Get an answer from our members and SureSave representatives

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