Very Happy with Tick Customer Service
I had a previous claim in 2019 after an accident and medical relocation back home during our Kimberly Safari. The claim was not disputed by the Tick Team and was settled promptly. Based on this excellent customer experience, I purchased new travel insurance for domestic travel in 2020 which was postponed due to COVID border restrictions. I have a new claim in progress with Tick for out of pocket expenses incurred to date to resume the itinerary in 2021. Tick is responsive and I am very happy with the progress of my new claim. I would recommend Tick Insurance highly, based on my personal experiences. Graham Bennett
- Tick Travel Insurance - Top
- Verified customer
No ticks at all. Just a gigantic disappointment.
Absolute waste of money. Booked a trip to Morocco in May 2019 to take place November 2020. Because you can only book insurance 12 months out, I booked with Tick insurance November 2019. I chose Tick insurance on the recommendation of a friend. Because of COVID 19 restrictions the trip was cancelled. The travel agent offered a credit note to be used by Dec 2021. At this point they have had my money for 18 months, and my insurance has been in place 12 months. A reasonable person could also assess the global pandemic situation and reasonably concl...ude that a trip to Morocco before 31 December 2021 is highly unlikely. Thus I decided to claim insurance instead, as I’ve been out of pocket for 18 months, no real chance of the trip happening in the next 12 months, and that’s what you pay insurance for right? Incase of adverse events meaning your trip is cancelled? Think again……Tick are now claiming that I’m not covered because I didn’t take “reasonable steps” to “recover expenses” with the travel agent and argue that I should have accepted the credit note which I may or may not have been able to use before it expires. Long story short – definitely would not recommend Tick. Will be taking this further with AFCA.
I made a claim with Tick Insurance for the cruise component of my travel package as I could not get a refund from the cruise line after it was cancelled due to the pandemic. My policy was purchased in May 2019. I had top cover plus added Natural Disaster cover. My claim was denied and when I went through the IDR the claim was still denied. I am astounded to see that another customer here on this forum (see Sally - Great outcome!) has written a review 3 months ago and her claim has been paid out under what seems to be the same circumstances! I have since submitted a complaint to AFCA. I am so angry and frustrated. It took me years to save for my trip and my insurance seems worthless.
A long process but worth it . Thanks Tick
Like countless others our holiday was cancelled by our airline ( Thai Airways ) due to covid 19 . We applied to Tick to make a claim for our accomodation part of our holiday , the airfares , we will have to wait and see what happens with Thai Airways bankruptcy proceedings . The amount of information required by Tick was was daunting but we eventually got it done and lodged the claim . Our original claims officer was great and helped us immensely . Suddenly he was replaced by a female claims officer who left us feeling very frustrated , she wou...ld not reply to emails and kept us in the dark . Eventually i phoned Tick up to complain about nothing happening , only to be told that my female claims officer had been replaced with another female claims officer . BINGO !! The next day my new claims officer contacted me telling me my claim was being assessed and three days later my refund was in my account . It is easy to bash the insurance companies during this pandemic , but they must be under immense pressure . It took me 3 months to get my refund . Would i use Tick travel insurance again , most definitely. Thanks Tick . MW
TICK? NO - A BIG X. FIRST TIME WE'VE EVER MADE A CLAIM & WILL NEVER AGAIN INSURE WITH TICK.
Our planned trip to NZ in March 2020 was cancelled due to travel bans imposed by the NZ and Aust'n governments due to the COVID-19 pandemic. In theory, Tick top cover pays up to $20,000 for travel cancelled for this reason, but requires applicants to take action to recover their money, so we approached Virgin Airlines which offered us a travel credit. Virgin had gone bust, but Tick took so long to make a decision on our claim that Virgin was sold in the meantime. We expected some delay in Tick processing our claim due to the volume of claims...but it took many months of hearing nothing (& no response to follow-up emails), and then eventually Tick offered $1500 in lieu of the almost $3000 airfares. We declined for the obvious reason. After more negotiation they said they'd reimburse the full cost of the flights (minus the excess) but only if my husband agreed to sign a legal document saying Tick could use our Virgin travel credits at a time of their choosing-we declined that offer too because it seems unethical that a travel insurer profits from this situation (i.e. they keep our premium, they pay us less than the full fare because they deduct the excess, and then they use the full value of the Virgin travel credit for another customer-I wonder if Virgin and other airlines know they do this). We offered to sign a document forfeiting the Virgin travel credit because we can't go anywhere anyway, and had only approached the airline because Tick obliged us to. We appealed to the Aust'n Financial Complaints Authority (AFCA) which also took months to respond, and today they made a decision in Tick's favour, arguing that we have not suffered a loss. So 8 months later, we know where we stand. I think it's outrageous that nowhere in Tick's Product Disclosure Statement (PDS) does it say that they will not pay if travel credit is offered by an airline-the customer does not have the choice. What did we actually insure for?? (By the way, we were never offered a refund on our premium despite not travelling anywhere.) Also, there is no time limit on claims-insurers can take as long as they like to make a decision, and the decision does not have to be based on the situation at the time of claim (i.e. that no travel was possible)-reasons given by Tick for declining our claim evolved as the pandemic situation evolved. AFCA is hopeless too-they seem more concerned about the prospect of us 'double dipping' than actually looking at the question of whether it's fair that the offer of travel credits disqualifies a claimant from reimbursement by a travel insurer of the cost of the airfares, and whether an insurer should specify this in plain english in its PDS. So, who do we complain to about the complaints body?? Usually we travel often, and once that is safe and permissible, we hope to do so again, but will never insure with Tick/Mitsui Sumitomo Insurance, and will recommend the same to everyone we know.
DON’T USE THIS COMPANY.
We booked a cruise from Singapore to Fremantle last year to take place in October 2020. The trip was booked as one but with two carriers involved. We chose Tick on the recommendation of Canstar and, whilst it was cheap it said the right things. The policy looked like excellent value for money at this stage. Come in sucker. All good so far. Because of COVID 19 restrictions the trip was cancelled by the tour operator. Our travel agent offered a full refund on the cruise component but could only get us a flight credit from Scoot Airlines. Tick are...now claiming we are not covered for a cash claim because of policy wording even though the trip is outside our original travel time. Be very cautious in using Tick. Whilst it all looks good when you purchase your policy they certainly fall down when you need to make a claim.
Tick make it as difficult as possible to make an online claim and then do everything to avoid payment. Useless Insurance! Have used Tick many times but this was first time attempting to claim. Will not be using them again.... Subsequent to review above Tick decided to re-evaluate our claim and ultimately paid it. Seems the squeakier the wheel....
Refuse to pay claims
I took out travel insurance with Tick after seeing a good review from Choice magazine. While they offer good cover at a reasonable cost they refuse to payout when you make a claim. They will use every means in the fine print of there PDA to avoid making a payment. I therefore advise you TO AVOID THEM AT ALL COSTS.
I travel regularly and used Tick Travel for the first time this year - both for me and another policy for my sister and her family. We were very happy with the price of their insurance and the ease with which we could take it out. We had to make a quick flight out of a country affected by Covid and lodged a claim on our return. I knew Tick were inundated with claims but they kept us up to date throughout the process. Our claims were subsequently met less our excess. I would definitely recommend Tick for Travel Insurance and will use them again once we can resume travel. Thanks Tick but one suggestion: When sending emails please refer to the Policy Number and not a Request Number because the latter means nothing to the consumer..
WARNING WARNING WARNING
With current COVID situation one would expect there to be some issues. During my cooling off period I did ask would I be covered. The reply came after the 14 days and it and the answer was YES! Fast forward to this week, after sending in my documents several times I am told I CANT! So I have a useless policy, so if you cant provide cover then refund me the cost, simple economics.
- Tick Travel Insurance - Top
- Verified customer
ABSOLUTELY THE WORST DO NOT BUY THIS
my claim should have been paid but no and after being asked to submit documents the same information over and over again then given a nonsense excuse for rejecting the claim they hope that you will just give up. DO NOT BUY THIS INSURANCE but they will 100% i could not travel because of COVID-19 pandemic
Ignore you and don't respond
Unfortunately policy doesn't cover you for the things it should or what you would expect for travel. Also took 6 months with claim, not the 15 days as stated on their website. Apparently when airlines cancel flights and cut short your trip, this is not covered! Not a pleasant experience and was ignored for a long time...in the end paid under half of claim... Very dissapointing!
NEVER EVER USE THIS COMPANY
So you can't travel because of Australian Government COVID restrictions AND the airlines cancels the flight. BUT TICK insurances says YOU have cancelled thus they can't refund you money. Then they come up with a credit scam where they keep about 20% of the premium. I could understand if they refund your money and kept an admin fee - BUT they only provide you with a credit AND deduct money for a service they haven't provided? They are taking your money AND forcing you to use them? Clearly a dishonest and fraudulent company WHICH NO ONE SHOULD EVER USE unless they do the right thing an refund peoples money.
HEADS UP: You are entitled to a partial refund and not just a credit
Im pleased to see they are actually now offering some sort of credit but concerned with the number of people on this site who have been fobbed off so a few facts to help you out. I had to fight for months after being told I wasn't entitled to anything because I bought my policy after the magical 31st January. If this is your case you are entitled to a partial refund. And note they cannot fob you off with a credit.
AFCA the regulator even has a formula on their website for calculating your entitlement along the lines of the date policy bough...t to the return date of the trip, less the period between the purchase date and 18th March - the official do not travel date. This crowd do the old fob off with nothing in the first instance hoping the customer will go away and many do. If you push hard enough they will offer a credit (not the refund you are entitled to). In my case it was even less than the AFCA formula which was pretty cheeky. Go straight to AFCA and see how fast they come back to you. Dont waste your time with them. I was a regular international traveller and always bought my insurance with them but never again. If they will put up so many barriers for $75 what sort of reception would you get for a $7000 cancelled trip claim let alone an international medical repatriation claim.
No one can beat them for sheer hide.
Took out insurance with this mob last year before even a mention of a pandemic. Made it so hard for me, kept asking for more information which Virgin could not provide and accommodation said all monies paid were forfeit if a 'no show' and no alterations or amendments to that. Gave them flight details, bookings, receipts, bank statements etc. etc. Still not good enough. Asked for my money back as contract had not come into force and no risk etc. had been undertaken by them. Oh no, only a 'pro rata' credit.
MY WIFE WILL BE NEAR 80 YEARS old by th...
Great value policy which was easy to purchase online. We had to make a claim which was settled within 6 weeks. Sarsha was assigned to our claim and she was very prompt with all correspondence. We have never used Tick insurance before but endeavour to use it whenever we travel in the future. Highly recommend this company.
Don't touch Tick Travel Insurance, rip offs
Our cruise was cancelled due to Covid19, I rang Tick to ask for a refund on a cruise that was not going to happen and was told no refund would given, absolutely disgusting, they have your money but don't care, glad I didn't have to make a claim as I doubt it would have been a very good outcome... We are regular cruisers, but will NEVER use Tick Insurance again
- Tick Travel Insurance - Standard
- Verified customer
Ripping off the elderly.
In 2019 my 84 year old mother took out a Tick Travel Insurance Policy, for about the 10th time, having used this company and InsureandGo (same underwriter) religiously without ever having made a claim. She planned to visit me overseas in April 2020 but was unable to do so due to the Covid-19 pandemic. She will never have use for the policy because I will be moving back to Australia, the Australian Government advises against travel and her health has deteriorated to such an extent that she should not travel, she is frail. She has contacted Tick ...asking for a refund, several times now and they refuse. Singapore airlines refunded non refundable tickets, American Express refunded the travel component booked through them, Princess Cruises refunded a future booking. Why? Because they are reputable companies, all applying the test of reasonableness and common sense - they understand these cancellations were caused by a pandemic. But not the company that was covering this trip - Tick. They are intent on ripping off anyone they can including 84 year old pensioners. This travel insurance policy amounts to junk, scamming against the vulnerable, relentless in their determination to refuse a refund for a policy that can not be used. My mother couldn’t undertake the travel because of the pandemic, not because she changed her mind. Tick Travel insurance is a disgrace, consumers need to be aware just how bad they are.
One star at the moment, hoping to upgrade to five...
We took out comprehensive insurance in January, before the pandemic was declared, for a July/August trip to Canada and California. In March when it became obvious that we would not be able to go due to travel restrictions, we cancelled our trip.
Air Canada were offering credit vouchers, to be used within 12 months, but no refund (except for the booking fees). We were only able to take this trip this year, during the Canadian summer, and are not able to take it within 12 months and hence cannot use the credit vouchers. We therefore had no oth...er choice but to cancel, receive our booking fees refund and claim the remainder via insurance. After almost 5 months of countless emails explaining our situation, plus having to send the same documents multiple times, our claim has been refused, because we were offered credit. The fact that we are unable to use the credit offered and are therefore out of pocket seems to have been completely ignored. This was a once in a lifetime trip that we had been planning and saving for for a while. We could only do it this year - if we are able to travel internationally next year (which looks uncertain), we will be visiting our elderly parents in the UK, if COVID-19 has spared them. I have submitted a complaint, appealing this decision. I hope that Tick considers this reasonably and with compassion, and if they do, and award us this claim, I look forward to leaving a five star review.
- Tick Travel Insurance - Top
- Verified customer
Well I must say after reading all these reviews I was worried about my claim. I booked xmas eve 2019 to go to India in March 2020. I took out top cover and paid disaster money(I think that was only an extra $10?). My holiday was cancelled by the tour company because the government closed the borders, 10 days before my trip was to depart. I put in my claim to Tick in April, every so often I would get an email saying the volume of claims was slowing everything down. They did ask for more info at one stage, I just replied I have sent everything I ...have. Anyway, I got an email this week to say my claim was approved, I was getting all my claim back. Money was in my bank this morning. Between the partial refund from the tour company and my refund from Tick I have recovered all my money. Sorry to everyone who is having problems. I certainly will go with Tick Insurance again. I have used them before but this is the first time I have ever made a claim.
Questions & Answers
I can not understand why when i purchased a policy for an overseas trip that i could not go on due to covid19. Trust me, i was ready to go but both the AUS and US govenments wouldn't let me. I handled all of my bookings, flights, hotels, tours and orgainsed refunds, even from non refundable hotels booked i got full refunds as they understood that New York was closed and there was no way on Earth i could be there. They went against their policy and refunded me in full. Yet you, a travel insurer who we use to help us make claims or get refunds etc when things happen and go wrong on our trips. Trips we have saved for, trips we have dreamt of. So when something like a world wide pandemic happens and throws everyone for 6. The companies we pay to help us, close the door and dont refund us. I didnt cancel my policy, i couldnt use it, not just the govenement but the world wouldnt let me!!! i did all the hard work, i asked for nothing from you. I did my policy online, never spoke to anyone, everything was emailed straight away, so no admin on your end, it was all computer generated, yet you think it is ok to keep all of my money, when seriously.. you've done nothing. Which feels like a kick in the face.. not slap but a when you're down lets kick you too. I couldnt not use your service, i did not cancel your policy. Yet you dont care. You'll keep it.. My policy number is 24919308. I was told via email when i requested a refund. unfortunately, this is not possible outside the 14-day cooling-off period. Seriously.. i didnt change my mind.. this isnt normal circumstances and you all know this. Your cooling off period is a crap scapegoat when it comes to this..i didnt changce my mind, none of us have. We were not allowed to travel, this was taken out of our hands completely. Nothing like this has happened before and your company is just saying too bad so sad... i was told i could go to the link to see if i could get a partial credit..Credit... you think i would use you again. OMG.. you cant even cover me from yourself let alone anything, god forbid something happened on a trip and i needed to make a claim through you. You have stolen my money. This policy is "Fit for Purpose"under fair trade. Are you above fair trade. Basically you are making up your own rules here, you know this does not fall under your 14 day cooling off crap..
Even saying, we can not refund you, but we can put your policy on hold and when you can travel again we will activate your policy and update your travel dates.. Why is this not an option.. no one loses. Happy customers and great understand company.
Finding solutions where everyone wins isnt hard. Losing customers due to scapegoat excuses.. easy.
Hear Hear. I'm having the same problem.
I've previously gone with 1Cover and World Nomad on multiple trips and had no troubles when there were issues. Tick was one of the only companies that would insure my grandmother for all of her conditions when she wanted to travel for her grandaughter's wedding in Bali - and now we're left with $600 'credit' that she is unable to use as the wedding is cancelled and she won't be traveling anywhere again as it was to be her last trip due to her health. Badly done indeed. I contacted them through the correct channels multiple times with NO reply. But putting my review up here prompted a reply from a Tick representative (Anna, who was great - but still - shouldn't have to write crappy reviews on other sites to get them to reply to anything!)
I continue await their reply on the proper channels... !!! Good luck to you.
Why is it that efficient attention has been given to my claim for additional costs and non-refundable fees has not been processed since late March 2020? The questions that have come back from officers within TICK have been simplistic, indicate failure to look beyond the last communication and indicate inepitude on the part of those individuals, e.g., not looking back to the full documentation and then asking inept questions. First officer appears to have forgotten the claim. My last communication thtrough the system answering their query by anotrher was lodged approximately two weeks ago, followed up by 'phone to ensure that it had been received and that the full files were visible which they were. Took over a week for the officer supposedly acting upon it to indicate "the file had been updated". I appreciate the very high current workload these people appear incompetent, so what does that say about management Lee P
Anna J.Tick Travel Insurance
Hi Lee, I'm sorry your claim isn't progressing as you would like it to, and I'd like to help. Please send me your policy number via private message and I will follow up on your behalf and get you a meaningful update on your claim. Thanks, Anna
Hi Anna. My policy number is MS/TK/305144/23408455. Claim reference 120005383/322960. If you trace the claim file through you will see the inefficiency to which I refer and the claims personnel involved. Lee Pooley [Email and Phone Number Removed]
Anna J.Tick Travel Insurance
Hi Lee, thanks for sending this information. I have followed up on your case with the claims team. Thanks, Anna
Our tick travel insurance policy is for travel not commencing until 28 October 2020. Nothing related to current travel restrictions but we are now unable to make this trip. We want to cancel the policy and get a refund so how do we stand? Thanks, Glenda M
Anna J.Tick Travel Insurance
Hi Glenda, unfortunately, if you just want to cancel your policy for change of mind, we cannot give a refund, unless you are within the 14 day cooling off period. If you have had to cancel your trip due to unforeseen injury or illness, you may be eligible to lodge a claim, depending on when you purchased your policy, and if your policy featured cancellation before departure cover. Thanks, Anna
|Category||Travel Insurance||Travel Insurance||Travel Insurance||Travel Insurance|
|Underwriter||Mitsui Sumitomo||Mitsui Sumitomo||Mitsui Sumitomo||Mitsui Sumitomo|
|Maximum Age Covered||69 years old||79 years old||100 years old||100 years old|
|Overseas Emergency Assistance||Unlimited||Unlimited||Unlimited||Unlimited|
|Accidental Death||Not Included||Not Included||$10,000||$25,000|
|Pregnancy (max weeks)||32 weeks||32 weeks||32 weeks||32 weeks|
|Resumption of Journey||Not Included||Not Included||Not Included||$3,000|
|Hospital Cash Allowance||Not Included||Not Included||$75 per day, up to $1,500||$75 per day, up to $3,000|
|Overseas Emergency Medical & Hospital Expenses||Unlimited||Unlimited||Unlimited||Unlimited|
|Loss of Income||Not Included||Not Included||$5,200||$10,400|
|Permanent Disability||Not Included||Not Included||$10,000||$25,000|
|Luggage & Personal Effects|
|Theft of Cash||Not Included||Not Included||$300||$300|
|Delayed Luggage||Not Included||Not Included||$300||$400|
|Credit Card Fraud||Not Included||Not Included||Not Included||Not Included|
|Travel Documents / Passport||Not Included||Not Included||$2,000||$4,000|
|Maximum Single Item Limit||$500 (Any Item)||$1,000 (Laptops, Cameras or Mobile Phones)||$2,000 (Laptops, Mobile Phones or Cameras)||$3,000 (Laptops, Mobile Phones or Cameras)|
|Luggage & Personal Effects||$2,000||$2,500||$4,000||$7,500|
|Rental Vehicle Excess||Not Included||Not Included||$2,000||$4,000|
|Motorbike / Moped Coverage||Included for any size||Included for any size||Included for any size||Included for any size|
|Domestic Pet Care||Not Included||Not Included||Not Included||$600|
|Special Activities Packages|
|Snow / Ski||Optional Extra||Optional Extra||Optional Extra||Optional Extra|
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