Worst Customer Service, Cannot Get Anyone to Respond to My Claim, Calls or Emails
I had my Japan trip cancelled due to COVID-19. I put in an online claim to Tick Travel, providing all of the details & documents requested on 15th May. I received an email from Tick travel on 20th May, confirming that all of the documents were in order & that a claims officer will be assigned to my claim. After a few weeks of not hearing anything further about the claim & having checked if the status for my claim had changed (on their website), I contacted Tick Travel Insurance & was told that there had not been a claims officer assigned to the...claim & they would send a request to have a claims officer assigned. 4 weeks ago, I called Tick & requested an update on my claim & was told that it had been assigned a claims officer & they would request a call back within 24-48 hours from the claims officer for me. There was no communication back from Tick Travel Insurance, in response to my request for a call back. The following week (3 weeks ago), I called Tick Travel Insurance again & asked for an update on the progress of my claim & was told that the claims officer would call back within 24-48 hours & again, that did not happen. 2 weeks ago, I called again & asked for an update on the progress of my claim & was once again told I would get a call back, but again nothing - not even an email. Last week (on 23rd June) I called up Tick Travel Insurance & asked for an update on the claim & the phone line of the person I was speaking with was very unclear & after me asking them to repeat what they had said, I was hung up on by the person I was on the phone to & I therefore had to call back & go through the whole process again. I explained to the customer service officer this time, that I had not received call backs previously & how could I ensure I got one this time. I was advised that she was copying in the case officers manager into the request & therefore I would definitely call back. I asked if I could speak to a manager & the Customer Service person said that she would request the case officers manager, call me back within 24-48 hours. I did not receive a call back from either the case officer or the case officers manager. On 25th June (48 hours from the previous call), I called Tick Travel again & requested an update & asked for the details of how to escalate my request, as no one was calling me back. I requested to speak to a manager or complaints department & explained that I had been waiting several weeks for an update & that no one contacts me. I was then given the email address of the complaints department, so that I could email through a complaint. Last Thursday 25th June, I emailed a complaint to Tick Travel & have not heard back. Yesterday (29th June), I again called Tick Travel Insurance & requested an update & was told that I would get a call back. I explained my whole story of how many times I had requested a call back & not heard anything & then asked to speak to the claims officers manager & was told that the manager was not in the office. When I ask how to escalate my case, the Customer Service people that I talk to, say that they can only request a call back. I am completely frustrated at the lack of Customer Service that Tick Travel Insurance provides. They do not ever call back, they do not provide any updates on where my claim is at, when I can expect to see a refund of any monies. Like most other people, COVID-19 is having a financial impact on me & the refund from my travel would be useful at this time. I have explained my financial situation to the Customer Service officers at Tick Travel Insurance & they say they have added it to my file, but it does not seem to make any difference. I wonder if the complete run around that I am receiving is Tick Travel Insurances way of avoiding having to pay out my insurance policy. This is the most incompetent company that I have ever dealt with, far worse than dealing with the likes of telephone companies. I will never use this company again & I suggest that anyone else looking for travel insurance, stay well clear of Tick Travel Insurance. The frustration of dealing with this company during the already challenging times of COVID-19, is terrible.
No goodwill to elderly customers unable to use credit.
On the recommendation OF Tick, I filed a complaint regarding my grandmother's insurance ($600) for a flight that was cancelled as the credit is not usable. Have not received a reply to the Complaint, or the three emails sent since. My mother and I were even willing not to claim a credit on our insurance if it meant Gran could get a refund on hers. NO reply. Going to be making contact with ACCC and VCAT. No goodwill with this company. Very badly done. Will be sure to spread word of mouth extensively.
Not happy, wont use them again
Put in a claim at the start of May for a trip that was cancelled due to covid. Sent in extra paperwork as requested and then had a couple of emails telling me they would be in contact but after hearing nothing since May 19th, i called them early June, 5 weeks after putting in my claim. To their credit, someone called me back within about 10 minutes and started the claim process. Required to send more paperwork and then a week or so later, received $528 back on my claim of over $1200. They wont pay on any credits given ( even though I am not ...going to get to Europe to use them within the time frame ) and despite being told I would be able to put in a different claim for these, no one got back to me on how to do this. So am now stuck with 2 credits that are useless to me and no option to get that back. Overall, really not impressed with this company and when travel opens up again, wont be getting my insurance through Tick.
Waiting nearly 4 months for a reply
My trip in April was cancelled due to covid. Submitted everything in March. Still haven't heard back despite multiple emails. Looks like I will be contacting consumer affairs. Do not go near this insurance company!
I wish I could give 0 stars
Do NOT use this company, they took more than 6 months to process my claim, terrible staff to deal with, a FRAUD insurance, asking for the same information over and over again, did not receive the benefits I was entitled too and now going through the third claim process for the same incident with a lawyer and their fine print essentially prevents you from ever being able to claim anything. Waste of money. Trash, you should be ashamed of yourselves.
Unbelievably bad company. Extremely poor customer service, they never return phone calls. They always claim that they call back with in 24 to 48 hours.
I have also been disconnected on numerous occasions after waiting over 15 minutes.
Avoid this insurance company at all cost they will rip you off.
Covid-19 Credit Request
Our overseas travel was cancelled due to Covid-19. Tick Travel Insurance has offered a credit towards our next travel insurance for which we are grateful. We will definitely use this towards our next travel insurance with this company.
Don’t give up!
We submitted a claim back in March for a policy on a trip we paid for back in November 2019. When claiming we followed all the instructions and sought credits where we could, in this case on our flights. As our hotel was non-refundable our claim only consisted of that.
Originally Tick told us they would get back to us on our claim after 10 working days, we contacted them (or tried to) after roughly 14 days, 21 days, 30 odd days...and so on. During that process we were hung up on for no reason (more than once), told for some reason our policy w...
A genuine health problem has not been accepted and my money has not been paid. No-one rings back to explain why it was rejected. I keep ringing but no Claims Officer contacts me.
Terrible customer service
This is the second time I'm leaving a bad review due to the same claim.
After leaving a bad review after the poor communication and follow up of emails a month ago our claim was supposedly 'escalated' to be addressed.
We were simply asked to provide more of the same details I originally provided them and since then heard nothing back. I called over a week ago to ask how our claim was processing and was told we would hear back last week. I heard nothing back as I thought would happen and have sent and email and have heard nothing back.
I unde...rstand it is a busy time for your company but I just would love a response or some sort of communication. We paid for standard insurance and we would like to receive the benefits of what we are entitled to.
Due to covid 19 our trip was cancelled, not by us, but by the govt.
My friends who booked with other travel insurance companies at least received a reply to their request for refunds or credit. I sent emails with the last one being on 28/3 at 9.17pm which I have yet to receive a reply. The previous ones were met with a blanket no, no refund.
We insured for 5 people over 3 policies.
NEVER AGAIN will I book with these people. It is terrible that this company has profited from peoples misfortune.
- Tick Travel Insurance - Top
- Verified customer
Great customer service, easy to claim
I've had Tick insurance on a few previous international trips, and never had to use it. It was easy and quick to set up each time, and was an affordable option, even when I required the most comprehensive cover.
I needed to make a claim in May 2020 due to item theft. The representative from Tick, while ensuring that they received the appropriate documents, still delivered an excellent and timely response, with the amount deposited into my account soon after.
Would recommend for future purchases.
Do not deal with this insurance company. Even though you legally can not travel during to covid restrictions, this fraudulent company will not refund your insurance because they say it is not their fault. So the government prevents you from travelling but this fraudulent company keeps your money. They should be prosecuted for fraud and theft. Never ever use this company!
Trip cancelled due to Covid no refund
Family trip cancelled due to world wide pandemic, contacted tick, was informed they were going to keep my money and offer nothing in return. Do not support this vial company!!
Tick Travel Insurance - love your money, especially when no travel occurred
My claim to Tick after my trip to China was cancelled was knocked back due to the so called travel agent offering a useless credit. I responded to Tick to see if I can at least get a credit on travel insurance, which was absolutely worthless given that I have not left Australia on the 29th May 2020. They did not even respond, great service. Great ethical business when they take your money with absolutely no risk on their behalf. I would not recommend or buy insurance from them again. I am sure that if this company was also under the name of insure and go, that I had purchased policies from them also.
Stay away from these thieves!
This company lacks compassion and fairness during this unprecedented time of the Covid-19 crisis. Their business might be in financial hardship but so are so many other people who have been impacted and left unemployed.
My claim has been rejected - surprised? actually this is typically behaviour of insurance companies so No. I applied for a cancellation which was rejected as I believe a pandemic is a legitimate reason for a full refund. I was only offered credit for my Etihad tickets which I'm expected to book by September 2020 for tickets no...later than Jul 2021. I am not allowed to change the destination or names and been given such a short timeline to book until mid next year and who knows even then we will be able to fly overseas. How is this fair? We, just like everyone else who has complained deserves a full refund. This is why we get travel insurance! Furthermore I requested for a refund of my travel insurance fees which I paid $195 in early January 2020. I am offered a credit of $115!!! I cannot even get full credit for insurance that cannot even be used let alone getting a full refund. How can anyone justify this?! My only advice would be to just stay away from these thieves!
- Tick Travel Insurance - Top
- Verified customer
Claim Denied Again - Disappointed but not surprised
Like many other Tick customers, I am totally disgusted with this shonky outfit that masquerades as a travel insurer. This was the second time I have had claims denied - the product is simply not fit for purpose. Yes, our circumstances did fall outside the scope of the top cover as set out in the PDS however, it is quite bizarre that whilst cover under Section A is provided for accommodation costs incurred when cancellation occurs prior to departure because of government restrictions due to an epidemic, (policy effected July 2019), this cover is...not included in Section C1 in the event of holiday curtailment once the holiday actually commences. We departed Sydney on 13 March 2020 with pre-paid non-refundable accommodation to 26 March 2020, whilst travel bans to the Cook Islands imposed by Australia did not take effect until 18 March 2020. We had to curtail our stay in Rarotonga in order to return on the last direct flight to Sydney on 18 March. You might have screwed me twice Tick, but never again. I will make it my mission to ensure that my family, friends and anyone else I deal with who are thinking of effecting travel insurance are made aware that Tick should be avoided like the plague - it might be cheap but you get what you pay for!
Easy to Apply
Lodged a claim back in March 2020 due to Mothers Death. Was refused claim due to her having Dementia which was not the actual cause of dearth. I disputed it and still have not heard back from them 3 months later. Will not use them again
COVID19 Interruption to world Travel
Purchased Tick travel insurance for international travel in August/Sept .Premium $636.47. No refund on policy because of Covid19 and travel restrictions is totally unethical. Would not recommend Tick unless they reconsider this scenario.
We are very upset.
Refund for cancelled trip
My trip was cancelled by the airline and they refunded the full amount to me by the airline ,as I am no longer traveling Tick offered me a credit of $87 on a policy that cost me $135 absolutely shocking, it’s just ripping people off and making a profit while doing it. I understand admin costs but really this is just robbery
Questions & Answers
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
Is Tick giving credit/refund on unused policies due to Covid-19 cancelled travel? I have contacted them several times, was always told no. Filed a complaint and have had no reply. Other insurance companies are doing the right thing.
Tick Ins, use the Mantra that you have 14days to cancel when first undertaking the Policy. When O/S travel was stopped due to Covid19 it was no refund. Im suspecting due to many complaints they have changed their tune to partial remuneration to be used on next Policy.
As I know many others Insurance Companies are refunding policies it's a "bit stiff" Tick aren't doing likewise.
It would appear Tick’s policy remains no refund, but they have released a credit system providing a partial refund only to eligible customers, but are not advertising the fact. To be eligible, your intended trip end date must be after 30.03.2020 and the start date before 17.09.2020. The credit is based on a complicated formula, but in my case, it equated to about 2/3, to be used on a further trip policy within 18 months from 30.03.2020, if you still have sufficient faith Tick & it’s products! Regards, Graham.
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