SureSave

Profiteering from coronavirus – Suresave have in effect have a cancelled policy - by them through the pandemic clause and then through government action they are no risk of a claim of any sort. Yet their position is that they should not refund premium even though they are offering no cover and are at no risk. Here is my conversation.... Why would it only be about cooling off… Read more

period? You have no insured risk due to epidemic catch all clause. I can’t cancel due to other reasons as cruise is not on. I can’t get sick on cruise as it is not on. I can’t have travel problems as we can’t travel I can’t lose any luggage as we can’t travel.

For you to be able to keep premium, when you are accepting no risk ....would seem to be at best unconscionable conduct.

I will advise the ACCC etc of your starting position. Ours will not be only case.

Neil

On Mar 23, 2020, at 10:17 AM, "info@suresave.com.au" <info@suresave.com.au> wrote:

WN logo Hi Neil,

Thanks for contacting us at SureSave! My name is Xxxx. and I am part of the customer service team.

We’re sorry that your travel plans have been cancelled and understand you now wish to cancel your travel insurance policy. We have to check whether your policy is within cooling-off period and eligible for refund.

If you have any further questions please do not hesitate to contact us.

Kind regards

Increased our premiums then deleted every post I made about a 30 percent increase for renewal – We insurers with this company last year and got a renewal of $800 more this year when I posted what they did they removed all my posts. A 30 % increase is wrong especially when we have never made a claim Found others have been dealt the same from from them also Sure have joined the 10billion $ insurance pool and are yet to pass on the savings Show details

waste of money – We paid over $500 for comprehensive insurance a couple of years ago before our trip in Feb 2021. We booked a cruise from Perth to Sydney and the Indian pacific from Sydney to Perth. When the cruise line sold the ship unexpectedly and thus cancelled our cruise we were left with a fuly paid train trip back to Perth, amounting to nearly $6000 for two… Read more

of us, Suresave do their best not to pay out any way they can avoid it, what good is a trip back from Sydney when the cruise isnt running. We insured thinking it was covering us there and back but they say because the ship was sold they are declining our insurance for the train back. We have appealed to their nbi people and still declined. Next step AFCA. An expensive comprehensive policy which was a complete waste of money. My advise insure with someone else

Good communication and resolution – I was recently made redundant and had to cancel all my travel plans, some of which were not fully refundable. I checked my insurance policy and was pleasantly surprised to see that redundancy was covered and there were no exclusions that applied to me. I applied for a refund for the money I wasn't able to recoup from my airline. The insurance… Read more ·  1

company communicated with me regularly, asking for reasonable additional documentation and giving me a clear understanding of when to expect a response. They paid my claim as well, which is what I expected based on the policy wording. Thank you so much for making that part of the journey without stress. After trying to get a partial refund via the airline for months, it was really appreciated.

Still waiting for my claim to be finalised after 3 months – 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.  Show details

Hassle free claim – I had a fall and broke my arm two weeks before I was due to go overseas. The claiming process was very easy. Nine days after receiving my claim they sent me an email stating that my claim was approved. I travel often and from now on will only use this travel insurance, hopefully will never need to claim again.  Show details ·  1

Wast of money for insurance – Don’t wast your money on this insurance company I had travel insurance in sept last year when covid start our trip was cancelled I put in a claim and was knocked back luckily my sister had insurance with another company and they paid her out so I would look around and never go through this company Show details

No Compassion - No Telephone Communication & Lots of Excuses from every man & his dog from this company – I am starting to agree with other reviews about no payouts and communication.Just days before we was going on a trip to New Zealand my father became ill, hence passed away in the first week that we would of been away, funeral on the day that we was meant to come back. This claim is now into the sixth month with excuse after excuse even tho they… Read more

have the documents more than once.no one will call me back even tho it was promised two times in 48 hrs,it is now two months ago.Beware if booking a trip from RACT and using Suresave insurance you might not be covered

Corrupt – They use every trick in the book to cop out of paying up when everything has been done correctly. They also took so much time to review our claim obviously hoping that we would forget or not follow up. We were in Hawaii heading to SF via LA when an engine malfunctioned as we were about to take off and had to return to the terminal. We changed… Read more

planes and as we were about to take off a second time the pilot was called back to the terminal due to being over his hours. Unfortunately, we couldn't take off again as there was no availability and therefore lost our accommodation in SF, lost our Frequent Flyer points, had to pay for a new airfare to SF and all we wanted was to be reimbursed what we'd lost. It took SureSave almost 8 months to assess our claim and then we received a minimal amount as there must have a cop out clause for them to use. The service by their claims department is nothing short of atrocious. The number of calls we made (and our travel agent made) were numerous and each time they said they would get back to us, but they never would. This is obviously how they make their money, by taking travellers monies but not paying up or avoiding to pay when the traveller has a need. An immensely CORRUPT company.

No cover for cancelled airline route (before COVID-19) – I have been exchanging emails for four months with Sure Save. I put forward a claim for the cost of new flights after our airline ceased all flights to Australia (prior to COVID) while we were overseas. I had no other option to be able to return home other then purchasing a new flight. Sure Save have stated they are rejecting my claim because I… Read more

didn’t purchase an alternative flight with a six hour delay from my original flight. Instead I purchased the cheapest flight I could, as close to the original flight as possible. This is what is suggested by Sure Save.

What an illogical technicality. My airline cancelled my flight because they cancelled the route entirely. I had no support to find an alternative flight. To ensure I could return home I booked what was available. I trusted that my travel insurance would offer protection in this scenario.

Non existent cover for our overseas trip cancelled due to corona virus – We went with Sure Safe because it was maybe $60 less than the other cover offered us. It covered fares, hotel and luggage plus health, but, when we had to cancel due to the corona virus and me being immunocompromised which they knew about beforehand - I was told we were NOT covered and to please refer to page 72 of the fine printed booklet. … Read more

What was the point of using this company they were absolutely no help and the person I spoke with just kept repeating to please refer to page 72. They refused to cover us because of the pandemic. Not happy and do not feel inclined to give them any good reviews ever going on our experience. Sadly. Might as well have saved the money and not taken out any insurance.

No communication – Posted a claim form and relevant documentation as our trip was cancelled due to Coronavirus. After 4 weeks no answer - nothing. After some emails got one back stating put in a claim with relevant documentation which I then copied everything and posted express post. Originals they required in first envelope. After another week and emails not… Read more

answered checked AusPost tracking to find out my letter has been forwarded to another address even though I posted it to the address nominated in their email. Another email and no answer. We had taken out this policy long before Coronavirus was even thought of. Still waiting for answers. Hope [name removed] of Customer Experience can hurry things along. This policy premium was paid to our Travel Agent. This company should be ashamed of all the terrible reviews they have and do something about it..

Wont refund - even if trips cancelled due to pandemic – I have been advised by my travel agent that the insurance company wont cancel and refund my insurance even though my trip is not going forward due to the pandemic. I would not recommend SureSave, as inflexible and not understanding. Show details

Poor behaviour – 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. Show details

There isn’t a no star option – 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… Read more

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!

Not sure about SureSave – 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… Read more

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.

No point in getting comprehensive cover. Means NOTHING! – My father took out "Comprehensive" cover (approx. $1200) for his recent trip to Africa. Waiting in line in Kigali Rwanda to check in, flight cancelled, thus missing subsequent flights to Johannesburg- Sydney- Brisbane. All had to be repurchased at his expense (approx $4000) plus 2 extra nights of accommodation while waiting for the new flights.… Read more

Despite him believing he had comprehensive cover and his COI stating unlimited cancellation related expenses. SureSave have rejected his claim outlining he is only entitled to a max of $2000. Keeping in mind this cover cost him $1200 and now leaving him with out of pocket expenses of $3700.00. Why bother even having cover with SureSave when they don't cover reasonable claims. What a joke of an insurer.

Waste of money ... And time – 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. Show details

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

Poor service – 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 Show details

Not worth the paper it's written on – Our flight to our primary destination was delayed by more than 3 hours due to the airline having an engineering problem. We subsequently missed a connecting flight with a different airline that was taking us to our final destination. Even though we had planned for the normal reasonable length of time between our flights Sure Save have not… Read more

reimbursed us for our missed flights and now only seem willing to do so if it was the case that we had missed an important event such as a wedding, even though no mention of such a clause is in their policy detail. We paid a lot of money for this travel insurance and have been waiting over 2 months for them to deal with our claim only to be told we are not eligible for a refund linked to a legitimate claim. Their policy is not worth tbe paper it's written on.

Terrible service – 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. Show details

Cruise cover – 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… Read more

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

Going downhill past – 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. Show details

Their policy seems to be "Deny Everything". Terrible company – 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. Show details

No communication and lots of excuses from Suresave – I lodged a claim in November, whilst working overseas. I had to return to Aust, as I was sick. Suresave were helpful when I was o/s and then did not answer any of my emails, I only received the three automatic emails saying they have received my email and a constultant will get back to me in 10 working days. They never did. In January I was told… Read more

this was because an agent had bought my policy, though it was in my name, they couldn't discuss my claim with me due to privacy issues. Subsequent unanswered emails, in March I was told my policy had been cancelled, (no doubt) and an officer would call back that day. I waited all day. No-one has called or emailed me. I am still waiting to have my claimed paid. I am being fobbed off on the phone and dont understand if my work paid for my travel insurance policy why is my claim not considered valid?

No compassion, no service, unreliable .... watch out when claiming! – My father and mother (mid and late eighties) took out travel insurance for a train trip within Australia. Due to health circumstances, etc, they had to cancel the trip and claim on insurance. Unfortunately, his dealing with this company has been a nightmare and has left him in a wretched state. The intriguing thing is that the complaints he has… Read more

with them are similar to many of the poor reviews below. My parents are being “fobbed off” and Suresave are prolonging the claim. My belief is that these are stalling tactics in a hope they will just go away. It is like being treated as second class citizens and is taking a serious toll on them. My father and mother have many health issues and the insurance company's lack of understanding / lack of empathy / prolonging claims, etc, is causing undue extra stress which they do not need. They do not know where to go next.

But, I will not take this lightly and will escalate it to the fullest extent such as contacting the insurance ombudsman (or similar title), discussing with my legal and media contacts. No one should have to go through what they have been through. All they want is to settle their legitimate claim forthwith and move on. I don't wish to see them hurt any more.

Worst experience ever – 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… Read more

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.

Poor company – We booked a trip to France in may for my 50th birthday in October, as we've never travelled together before we bought the insurance on the advice of the travel agent. In September after having no health issues in the passed I was diagnosed with a kidney disease and advised not to travel for between 4-6months as one of the complications was high… Read more

risk of blood clots. We cancelled our flights and rebooked for February. We had to incur further expense to change the flights which we understood we could claim due to health reasons. Apparently easier said than done. So far we have experienced delay after delay for the claim. We submit the forms they ask for the 10 days later they ask for something else another delay for 10 days. The last 2 times we submitted what they asked we asked if they had everything they need and we were told yes. Now they are asking for my clinical notes, for which I'll need to go threw freedom of information act to get access to. More delay tactics. This is a terrible company who pray on people when they are most vulnerable they seem to delay until people become frustrated and give up. Give this company a wide berth, I'd give no stars if I could, still waiting for my money.

Read the 92 pages of the PDS prior to taking out the insurance – First and last time. We had gold card insurance and could have used it, but were informed by our travel agent that we should insure with this company as they were reliable. She never bothered to tell us that flight cancellation cover was very limited to six situations. If the airline decides to cancel a flight you may well be left with no… Read more

compensation from Sure Save. Our early morning flight from Palma to Barcelona was cancelled without any prior notice so we missed connecting flights to Singapore and Brisbane. We were forced to fly to Barcelona late in the day at our expense and spend two nights at a hotel and pay for new flights to Australia. Veuling airline refused to provide a reason for the flight cancellation and the insurer refuses to process our claim until such time as they do. As stated above they will only pay if one of the following six situations is triggered : 1 Severe weather 2 Accidents 3 Riot Civil Strike or Commotion 4 Airport Closure 5 Emergency Landing 6 Flight Cancelled because of Insufficient Numbers. I have precised some of tha above. You will see there are a thousand reasons why the company WONT pay so be very careful.

Terrible - don't touch them – We took 3 policies for our family of 8 when we booked a holiday to Solomons. Three weeks before Qantas/Air Solomon with drew the flight back from Honiara. We had to leave a day earlier (losing a night paid for at the resort) and QF could only get us to Brisbane that night - we had to overnight in airport hotel Brisbane before flight to Melbourne… Read more

next morning. At the time the agent (who sold us the policies) said the lost night and airport overnight would be covered by Sure.

This is how my policy reads >

.```2 Your flight, other transport or overnight tour is cancelled or rescheduled before your trip starts

Cancellation costs

Chosen Limit for Cancellation Related

Expenses````

They /Cerbus are DENYING the entire 3 claims - stating `change of schedule not covered`

Shocking

I wish I had read these other reviews before paying for these policies -

- go elsewhere

Worst Claims Experience Ever – 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.  Show details

Claim underpaid despite policy wording covering full claim – It has taken over a month and many phone calls and emails to finally have this settled. I bought a policy to cover my travel to Nepal, including trekking up to 6000m, unlimited medical costs and unlimited medical evacuation costs. After a severe medical episode I had to be airlifted by helicopter off a mountain and Sure Save deemed this as a… Read more

cancellation fee and underpaid my claim by thousands. Having bought a policy with unlimited medical evacuation costs I felt this was fraudulent for Sure Save to initially underpay my claim. This has since been rectified but with no explanation, no apology. I have vented on social media, told friends/family and told the travel agent who recommended Sure Save of this ordeal. Will not use them again.

Worse experience ever. I would give them no stars if I could – After more emails and confirmation explaining what happened over and over... they still can’t get it right. I have never had such a bad experience with any company before. I’m still trying to get what I’m owed. They treat you like a lying criminal!  Show details

Terrible company, terrible service, terrible claim process. DO NOT USE! – I had a fall in May, tripped on a tree root, and broke and badly dislocated elbow whilst in Italy travelling alone. After 10hrs in Italian emergency hospital I rang asking for help to get flight home. I was told, contrary to website, that it was not their job to help me, they emphasised that I had to make sure I got cheapest option home and that… Read more

no medical claims could be made once I got home. Any out of pocket expenses were my problem. That was the only help I got from them.

Luckily my travel agent stepped up and got me home so I could have surgery. Then he helped me with claim process which should be called DELAY process! Once details were supplied to them they tell you they will replay in 10 days. Day 9 they ask another question, sometimes same question, then you have to wait another 10 days. Again and again! Finally when I started ringing them on a daily basis, talking to supervisors and threatening legal action in September the claim was paid.

No way will I ever use them again and I am making sure any fellow travellers know how bad they are!