Contacting TID difficult
I have called TID on the 26th to talk to them about a second claim and could not get through, so I used their call back service and still haven't been contacted by customer service team 2 days later
- Verified customer
Submitted My Claim, Nov 5 2019, Its Nov21 Now And Have Not Heard From Them
Submitted my claim, Nov 5 2019, its Nov21 now and have not heard from them.
ITS my first claim been using them for long time
claiming for airline ticket
called 2 days ago they said someone will call me back, but no one called, called again today could not give me time frame, I could be waiting forever.
- Verified customer
Great unless you need to claim
Lodged a claim for medical bills I occured in the USA over a month ago. The claims process takes too long as every time they require something further and you privide it, the 10 business day processing period starts again. Was emailed asking for details I'd already provided and so the 10 business days starts again. Have used other providers in the past and never had a claim take more than two weeks. Terrible claims process
I can't thank TID enough!
Unfortunately my Bali holiday was spent in hospital having emergency surgery on my apendix, i was so worried and emotional , TID staff were fantastic and so caring , they called me often to see how I was doing . thankgod I had full cover, as it was a huge bill. Totally recommended TID, I'll be sticking with them thats for sure.
Thanks again to the beautiful staff that I talked to..
Wife & I chose TID for our recent trip to South Korea being cheaper than previous policies with Medibank. More importantly for the service they provided our daughter earlier in year who had TID and needed to claim following skiing accident (ruputured ACL) in Japan. TID were excellent at responding in getting medical support, organising her repatriation to Australia paying all costs, business class flight home, medical expenses in Japan and reimbursement of travel & accommodation of used later holiday all the while keeping us in the loop.
Helpful staff and comprehensive cover for all your travel items
I feel that my insurance is slightly higher than average however the service and the additional item it had covered worth the price. I have not yet lodged a claim however this is the number one choice for whenever I need to buy a travel insurance.
Worse travel insurance company to use
TID are happy to take on a policy year after year and when I actually put a claim in for smashed suitcases and missing jewellery, they suggest it is my fault and do not reimburse.
the whole process of lodging a claim is almost impossible. when receipts and invoices are finally uploaded to the computer or copied on the smart phone, there program does not allow the upload ( even though it does not exceed file limit), so a followup email is needed. the whole lodging a claim took me a good part of the day, which many phone calls to TID, where you were kept on the phone waiting for up to an hour.
A useless business.
Awful do not use
Absolutely awful experience. I’ve been waiting more than 20 days for an outcome of my claim.
Average response to emails is 10 days for 1 reply. More than 30 minutes on hold waiting to speak to an operator.
My flight was cancelled for a week trip and because I could not on a flight for 4. Days later I asked Jetstar for a refund and now travel insurance direct are refusing to pay my missed hotel accommodation saying I could have stayed there 3 days. Absolutely a joke!!!!’
Do not use
- Verified customer
I am in the UK and have been trying to contact them for 5 days by phone leaving msgs and callback
I am in the Uk and my web access to TID is not working for some reason. I have been trying to contact them for 5 days on the 1300 number to extend my policy. I end up in queues till my skype credit burns away . I have left callback numbers, no callback, I have even left voice msg with the details and call back number no reply. I found a customer service manager email on the web admittedly 2 yrs old but no reply to that either. I have used them for lots of travel over 5 yrs and found them good ( no claims tho) but this is driving me mad. They sh...ould have email or at least return calls they say they will or perhaps an OS number that does not get stuck in the Aust. queue and never get answered. I even contacted the emergency number even tho not an emergency, they answered but could not help other than leave a note on my file. After spending probably $5k+ with them i doubt i will use them again
Just awful to deal with
They are terrible to deal with. I made a claim in May, it's now August and it's still not resolved. They intentionally string it out and delay.
Every single time they email you either requesting the same document(s) you have already sent them, a document that you don't have and have previously advised them of that fact, or some other information they could have asked for in a previous email.
The real kicker is that EVERY interaction with them starts a 10 business day wait - and every single time they wait at least the full 10 business days be...fore replying with their stalling question(s). You then respond and wait 10-15 business days, they'll reply without answering your question or asking something else unrelated, and then you have to wait another 10-15 business days. You can't ring them - I've tried 4 times at various times of the day and never been able to get through. The hold times before I've had to hang up have been: 63mins, 74min, 92mins and 61mins. This is completely different to my experience with another 2 travel insurers who are at least contactable by phone, and much quicker to respond (still a bit slow, but usually only 5 days).
Very slow in communication and processing your request
I have been sick overseas, contacted their emergency support but just keeps on ringing so we decided to ring the customer service instead and transferred us to someone. Since I really feel sick, I let hubby do some of the talking because we are in the hospital already with the kids and I need to undergo some procedure to rule out some serious illness. I have to stayed a night, they communicated through email and call. The next day I will be going home but if I'll wait for them to conduct their process etc it will take me ages to get out from...the hospital so I paid the bill by myself using my credit card and decided to claim later on. Filed the claim after few weeks and it's nearly been a month still no result. I rang them two weeks after to follow up, that's when they decided to send me an email asking for additional information from my local gp. I submitted and still waiting for the response. My point is they could have asked this a week after I submitted the claim and not right after I follow up. They have been my insurance since 2012, I didn't make any major claims, if you claim for like less than a $100 they will process it straight away and this is the first time that I have claimed for over a thousand dollars (less than $4,000) and the process is painfully slow. I have to deal with loss of conversion rate (since I used my local card overseas) and now probably late payment fee and an interest because it will be due soon and I'm expecting the money to be reimbursed by them. Oh and wait, if you try to ring their claims department be ready to wait for an hour before you can talk to someone. At first I thought, they are just really busy but I have been ringing for the third time now and never even got a short waiting time. You will really test the integrity of your insurance in situation like this. It's time for me to switch to a new one I guess next time we travel. I even refer them to a friend but she have used another insurance and I should have listened to her to try something else. I will not recommend TID anymore as I'm sick and tired of hearing "sorry to keep you waiting, we will get back to you in a TID!" I guess they are very quick in signing you up and getting your money but when you need them the most, out there somewhere and you will be more stress! Definitely frustrated customer now! I have been a loyal customer for 6 years and now that I needed to really claim, they made me feel that my claim is not their priority as they are a very busy company!
Why even have travel insurance?
After travelling to Europe and needing travel insurance, looked online and saw TID had some good reviews and i had used them before with no hassle. Had a hotel booking cancelled on us and had to rebook figured we would be ok since we have travel insurance. Get back to Aus and started a claim, downloaded the attached document, filled everything out, explained the situation and submitted all the relevant documents. Get an automated reply saying someone will get back to me, a week later someone emails and says they need further information which i...had already provided in the original claim along with all the correct documents, so i tell them the situation again and attach all the same documents again! get another automated reply saying someone will get back to me, a week later no response. Send a follow up email asking for an update NOTHING but another automated response, a week later send another follow up email NOTHING but another automated response, a week later send another follow up email NOTHING but another automated response. Finally got a response after 5+ emails saying they solved my case and would like to inform me that my claim was REJECTED because the hotel booking site i used had become insolvent and they would NOT cover such event. Why the hell would I get travel insurance if this kind of thing isn't covered? If you travel and have no problems yeah why not use TID, but if you want service and decent communication then probably don't use TID, NEVER EVER in my life time will i EVER use TID again or recommend TID to anyone
- Verified customer
Customer service and claims let this company down, look elsewhere for better!
I have been a loyal customer of TID for at least 6 years, but after 2 experiences with their claims departments, and multiple interactions with customer service, it's time for me to do my research and move on to something better (and going by Choice and plenty of other review websites, there are a lot better, and cheaper out there!).
The first instance that lead to me having to make a claim was after i broke my ankle in Bhutan. The nurse that i dealt with was great, very compassionate and understanding, and the fact i could talk to her over Wha...
- Verified customer
They passed the test.
We've had policies with these guys a few times over the years but never had to make a claim...until now. While travelling in China last month we both ended up having to seek medical treatment for a nasty chest infection at the local doctors which allowed us to continue our trip. We made sure to get a doctors report and a copy of the receipts. Upon our return we lodged a claim with TID and I'm happy to say that the money was reimbursed to our account no problems. Total time was 16 calendar days from the time we lodged the claim to the money ...showing up in our account. I was a bit concerned after reading some of the reviews here but it all turned out just fine. We will use TID again in the future. (I was not offered anything for this review nor am I associated with TID in any way other than as a customer)
- Verified customer
Would not ever use again
I have used TID several times in the past however this is the first time I have made a claim, and I can tell you the last as I would never buy insurance through them again.
My mother expectantly become ill two weeks before my husband and I were due to travel overseas on a long anticipated holiday. Unfortunately she was subsequently diagnosed with cancer and within 6 weeks passed away. I followed the processes explained to me when I first inquired about the claims process including providing statements and medical records however these appar...ently weren't enough as my claims officer said to me "we need to determine if there was any signs of a pre-existing illness before we booked our trip so that we don't have to refund you as much". I found the absolute lack of compassion and understanding of what people are going through at such difficult times in their lives appalling. I have since had to provide additional medical records, I have sent various documents proving costs and refunds, only to be contacted weeks later asking for the same information again and again. I fail to understand how I can make the information any clearer to them. Like others I feel they are just using every tactic to delay the claim and avoiding payment and that the only positive reviews are from people who have never made a claim. The saying is true "you get what you pay for!!" so buyer beware.
- Verified customer
Different quotes offered
2nd time using TID and was surprised when I was offered different levels of discount when I sought quotes - one with a link online and then later (after purchasing) a cheaper rate was offered via email. Disappointed and will probably look elsewhere next time.
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