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
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.
Seemed so good ...then!!
First time user of Tick, looked really competitive at start. Then they wanted medical details which was fine we have a number of mild complaints, none of which ever require hospitalisation but policy appears to go on numbers rather than severity of condition. Of course price increased but decided still quite competitive so paid in full. Now of course with Covid 19 stopping any travel this year to Europe from Australia had to cancel, sent emails requesting information regarding cancellation however no reply after a week. Investigated further on...line seeing credit option etc, went into further and saw credit for 18 months from March 2020 and that credit amount was $100 less than I had originally paid??? So decided to call, told could not get refund but could apply for credit online, mentioned I had looked at this and asked why refund so much less and simply told Pro Rata. Am now hoping to reschedule European trip (covid permitting) for 2021 and although told that so long as I book insurance before 18 months and travel going into late 2021 will be covered but am starting to feel far less confident in this company and its ability to treat customers with proper respect, albeit in very trying times.
- Tick Travel Insurance - Top
- Verified customer
Anyone Interested in joining a Class Action
From what I can see, we are all experiencing what is a criminal act on behalf of Mitsui Sumitomo Insurance Company (Tick Insurance). Like you guys, I have a valid contract for comprehensive insurance which includes cancellation however, I have learnt that no matter how hard you try, these criminals have no intention of making a payment.
Can I suggest all of you start by raising a case with Info@afca.org.au In my case, AFCA have found Mitsui Sumitomo are non cooperative. It would be good for others to also raise a case so they can establish ...a modus operandi. For whatever reason, if AFCA is not able to make these criminals make good on legitimate claims, then I am going to take legal action whether on my behalf or as class action. If you are interested in a class action could you please email me [contact details removed] Please pass this on to others.
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.
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!
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...
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.
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!
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
Totally lacking Moral Ethics, Professionalism, Compassion & Fairness.
Our cruise & air flights were booked back in October 2019 & Travel Insurance prior to Covid-19 having been influenced to try Tick Travel Insurance for the first (& only) time by their supposed 3 winning Canstar Awards & Choice have nominated them as their 2019 Travel Insurer for 2019. How disappointingly wrong one can be, apparently along with many others, as they have proven to be unethical, totally unprofessional & lacking true compassion & fairness.
When booked, Viking Cruises & Emirates airline’s policy was no refund or change of dates w...ithout penalty, but they have both been brilliant by allowing full refunds or credits due to the unforeseen exceptional circumstances of Covid-19, but not Tick Travel. Having moved our travel dates from July 2020 to July 2021, Tick have denied my Request (#324667) to move our cover dates to coincide with our new travel plans, or provide a refund, even though there is no further risk involved to them. I am aware other insurers have been much more sympathetic! I challenged this ruling on 26.03.2020 to be advised my matter had been placed with their Internal Disputes Resolution Team & for it to be resolved within their 15 day General Code of Practice rule. I have since heard nothing & my follow-up emails go unanswered. Unfortunately, it is only when something unforeseen occurs, we find out the true colours of our Insurer! I am now off to ACCC & Financial Ombudsman to get some justice. If there is one positive out of this, it is thank goodness we weren’t in dire straits overseas and required help from Tick! Will never use Tick again & if word of mouth means anything, neither will my travelling mates. Buyer beware here!
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
Hi Anna, took out top travel insurance on 5/9/19 for travel to Europe between 8/6/20 - 11/7/2020, Policy MS/TK305144123939609, Customer service request 359931.
We requested a pro-rata credit on our travel insurance premium of $1981.05, a huge premium,(over 75’s & pre-existing condition) we love travelling, so have to pay a high price for cover. We have Not cancelled the policy, government restrictions due to the virus prevent us from travel. May 29th email from customer service, we were advised that as a gesture of goodwill, Tick would consider a pro-rata credit with no admin or cancellation fees for all single trip policy holders who have NOT MADE A CLAIM due to the impact of Covid-19. June 1st email, refund was declined! Why is this?. We will NOT be making any claims on this policy, all our travel providers have refunded 100% of our travel costs.
Insurance must be “Fit for Purpose” under the Fair Trading Legislation, since we cannot travel, the policy is no longer “Fit for Purpose” therefore we feel we are entitled to a reasonable refund.
This is a good time to show customer support and demonstrate goodwill at these difficult times to your customers
Anna J.Tick Travel Insurance
Hi Anthony, I am not sure why your request for a credit was denied, but I would like to help you with this. I investigate and update you on this tomorrow. Thanks, Anna
Hello, I took out your Top Cover travel insurance well before the Covid 19 Virus. I was booked to go to Bali in June 2020 as you know the government banned overseas travel and as a result my trip was cancelled by the travel company. The travel company offered me a credit with an end date of 31st of March 2021. This may seem OK to you but the problem is that I get annual leave once a year and the month that I get my annual leave each year is June. I would really love to go to Bali during the dates of the credit offer, but if I did not show up for work my boss would sack me and I just can't afford to loose my job. I now know that you refuse to pay a refund when a credit/ voucher has been offered by the travel company even if the credit/voucher is impossible to use. So firstly what advice can you offer me regarding this issue and secondly could you tell me the section in your PDS that mentions credits/vouchers in lieu of a refund as I just can't seem to find it myself.
Hi Mick, I have made a similar point for a non refundable hotel room and two non refundable seperate air-tickets in Europe. My point is that we currently cannot legally accept time limited vouchers when the Australian Govt has issued an ‘Indefinite’ Travel Ban. The PDS simply requires clients to make ‘all reasonable efforts’ to avoid claim expenses by seeking refunds etc. I managed to get over 85% of our potential $30,000 claim back from providers despite it all being non refundable - they were honest and understanding in these circumstances.
Clearly it is not reasonable to accept such vouchers at this time and is also inconsistent with ACCC advice on travel providers pushing acceptance of vouchers instead of refunds. FYI this is now subject to a class action by ‘Slater & Gordon’ on airlines and travel agents insisting on the voucher option - this may well be extended to travel insurers as it is highly inappropriate and unethical given our Govt directions.
Best of luck with your claim, mine is quite straightforward but has taken over 7 weeks just to get it to management for a ‘decision’.
Anna J.Tick Travel Insurance
Hi Mick, I'm sorry your claim experience thus far has been frustrating. Although you should accept offers of credits or refunds from travel providers, you can and should detail in your claim the reasons the credits are unreasonable, regarding your annual leave situation, and inability to travel during the dates the credits are valid. Regarding sections in the PDS that discuss this, there may be other references, but the two below references address your question:
"You must take all reasonable steps to avoid or reduce any loss which may mean that you have to make a claim under this insurance."
"You must claim from the transport company first, and provide us with written confirmation of any refunds or
rescheduling offered to you."
You must take all reasonable steps to avoid or reduce any loss (read costs) to Tick Travel Insurance. How about this, I was in a multi level shopping centre in New York the centre had stairs and an elevator that led to the carpark, the stairs were not undercover and it had been raining so there was a long queue waiting for the elevator. I decided to take the stairs which were wet, I slipped and fell breaking my leg. Now of course I DON'T intend to make a claim against my Top Cover from Tick Travel Insurance for the following reasons: 1. I did not take all reasonable steps to avoid the wet stairs (when I could have taken the elevator) 2. By taking the stairs I exposed Tick Travel Insurance to a potential loss if I was to fall. Why would any sane person make a claim against any travel insurer under the above circumstances, however all is not lost, my legal team have found out that rain was not forecast on the day of my accident and that God and his legal team have a case to answer to.
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