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 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.
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
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 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
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 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 ther...
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 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 sugge...sted 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. 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.
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 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.
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.
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 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 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. 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.
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
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
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 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 de...tail. 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.
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.
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
- Verified customer
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.
- Verified customer
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.
Questions & Answers
The client was unable to travel due to COVID, automatically assumed refund for her travel insurence. The company does not want to refund the cost of the travel insurence paid. Please explain
That was exactly that plain and simple. They have since refunded the cost of the policy it seems, been told via travel agent who are holding this credit for us against future travel - but they in effect left us high and dry re other costs when we thought we were covered
Thanks for getting in contact. I'd be more than happy to look into this for you. I'll send you a private message to get a few more details.
Brenden - Customer Experience
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 ?
Yes you would be covered for medical evacuation if you call our Emergency Assistance team.
SureSave Customer Experience
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?
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.
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
|Category||Travel Insurance||Travel Insurance||Travel Insurance||Travel Insurance|
|Underwriter||XL Insurance Company SE||XL Insurance Company SE||XL Insurance Company SE||XL Insurance Company SE|
|Maximum Age Covered||111 years old||76 years old||111 years old||76 years old|
|Overseas Emergency Assistance||Unlimited||Unlimited||Not Covered||Unlimited|
|Emergency Dental||$1,000||$1,000||Not Included||$1,000|
|Pregnancy (max weeks)||26 weeks||26 weeks||26 weeks||26 weeks|
|Resumption of Journey||$3,000||Not Included||Not Included||$3,000|
|Hospital Cash Allowance||$6,000||Not Included||Not Included||$6,000|
|Overseas Emergency Medical & Hospital Expenses||Unlimited||Unlimited||Not Covered||Unlimited|
|Loss of Income||$2,000||Not Included||Not Included||$10,400|
|Permanent Disability||$12,500||Not Included||Not Included||$12,500|
|Luggage & Personal Effects|
|Theft of Cash||$250||$250||$250||$250|
|Delayed Luggage||$500 for over 12 hours||$250 after 12 hours||$500 after 12 hours||$500 after 12 hours|
|Credit Card Fraud||$2,000||$1,000||$2,000||$250|
|Travel Documents / Passport||$2,000||Unlimited||Not Included||$2,000|
|Maximum Single Item Limit||$4,000 (Laptops, Notebooks, Tablets, Cameras)||$4,000 (Laptops, Notebooks, Tablets, Cameras)||$4,000 (Laptops, Notebooks, Tablets, Cameras)||$4,000 (laptops, notebooks, tablets, cameras)|
|Luggage & Personal Effects||$12,000||$3,000||$4,000||Included|
|Rental Vehicle Excess||$5,000||Not Included||$5,000||$5,000|
|Motorbike / Moped Coverage||Included||Included||Included||Included|
|Domestic Pet Care||Not Included||Not Included||Not Included||Not Included|
|Special Activities Packages|
|Golf||Not Included||Not Included||Not Included||Not Included|
|Adventure||Not Included||Not Included||Not Included||Not Included|
|Snow / Ski||Included||Included||Included||Included|
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