Will never use this company again
Took out insurance for a Europe holiday for May 2020. Covid hit, could not go, got as much money back from hotels and airlines as i could then submitted my claim. Was made to jump through hoops to get some outstanding money back but they refused to pay for one hotel that gave a 12 month credit note. Was told to resubmit when the 12 months was up, which it was 3 days ago. They refuse to pay, telling me to ask for a longer period of credit, when there is no sign the international borders are going to open this year. They tell me the voucher...can be extended til the end of the year, but also tell me that i wont be able to make any claims after the 17th June, so effectively there is no chance they will pay. They happy to take my money but less happy to pay me what I paid insurance for. Will never use this company again.
Avoid - scammers and thieves
I bought cover with the option to cancel, 3 months before COVID hit. I rang to tell them my wedding holiday was cancelled and they told me the cancellation period was 14 days after purchase....
they have since told me I qualify for a refund less than 43% of the purchase price because my policy did come into effect for those 14 days. if I had of gone with the policy that didn't allow cancellation they would have offered me a full refund. AVOID AT ALL COST.
Rail trip cancelled due to Covid. TICK refuse to pay up.
Family rail trip to Perth cancelled due to border closures. Trip was the last chance for a family get together/90th birthday party. Railway offerred credits but will not guarantee same trip for same cost. Parents now unable to travel due to health conditions. Both TICK and the railway refuse to refund.
Had to cancel due to covid19 no response from tick
Due to covid19 we had to cancel our trip therefore did not need travel insurance, but no response to emails requesting a refund and no help to get money back from trip.
We had insured with Tick Travel for our trip to Japan. As our policy was unused we contacted Tick Travel to enquire about a refund of our policy. The response was immediate & positive. We received back nearly all our initial payment. The entire time from the initial request to being told to look out for a refund was only about 10 days. What a fantastic company. We were VERY impressed & would certainly insure with that company again. Jennifer
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
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.
Questions & Answers
When can I get travel cancelation insurance, if I travel on the 20./07/2022 to the 03/08/2022?
Hello Lothar, cancellation coverage kicks in from the moment you purchase a policy until your holiday commencement date, which in your case is: 20th July 2022. All our domestic policies and our Budget, Standard and Top international policies include coverage for cancellation expenses. Please note we are currently not issuing international policies and you can purchase your policy with us up to 365 days prior to your holiday start date. Cancellations due to Covid19 is not a coverable event.
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
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]
Hi Lee, thanks for sending this information. I have followed up on your case with the claims team. Thanks, Anna
Get an answer from our members and Tick Travel Insurance representatives
|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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