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.
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 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 b...een 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 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.
- Verified customer
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 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.
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 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 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 Barcelo...na 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.
- Travel Insurance - Basic Plan
- Verified customer
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 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.
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.
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 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!
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.
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 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 ...
Peace of Mind
We always take a policy out when we travel just to have 'holiday peace of mind' in the event something does in fact go wrong.
Our Travel Agent sets it all up for us, normally when we are making our booking, so it is not forgotten.
Touch wood, we have never had to make that dreaded phone call to Customer Support.
Our next two holidays are booked, and our SureSave Travel Insurance Policies are already in place!
Wouldn't leave town without travel insurance
The policy I purchased was relatively inexpensive - no doubt price was driven by destination and duration. Over the years I have had a number of Sure Save policies but have never had to claim so cannot comment on the aspect of Sure Save.
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Questions & Answers
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
Is the Age requirement, 80 . based on date cover taken out .age during travel. i.e turn 81 during travel
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.
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