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TID Travel Insurance Direct

TID Travel Insurance Direct

4.3 from 2,466 reviews

Always Use Them

My family and I have been using TID for the past 8 years after having it recommended by a friend. I have always had great service and any claims made (both big and small) have been paid out without too much trouble, including a 10 day hospital stay and operation for my daughter while she was travelling in Germany. Any concerns have always been dealt with quickly and easily.

Value for Money
Customer Service
Insurance Cover For:Adult and Teenager
DestinationAsia, Australia/Oceania, Europe, North America and South America
Insurance TypeSingle Trip
Claim MadeYes
Claim Resolution Time1-2 weeks
Claim DateSeptember 2012
Claim ApprovedYes
1 comment
Hi Margot, thanks for taking the time to share your experience with TID. We try to make the whole process as easy as possible so it's wonderful to hear feedback like that. Hope you have fun planning that next adventure, we look forward to hearing from you then. Ash, Customer Experience Manager tid.com.au

Try Getting a Claim Accepted - Impossible Task! Zero Stars If Possible

Don't bother with TIG - impossible to get them to pay out. I was hospitalized due to a life-threatening medical incident May 2017 and was unable to travel. I tried to claim the cost of the fare $200 but the claim form and doctors certificate was not enough. TIG demanded detailed medical forms from GP and two specialists (cost $600) plus a letter from Qantas (impossible -they never write) and my internal appeal just rejected today Feb 2019!

Value for Money
Customer Service
Insurance Cover For:Adult
DestinationAustralia/Oceania
Insurance TypeMulti-Trip
Claim MadeYes
Type of ClaimMedical
Claim Resolution Time3+ months
Claim DateJuly 2017
Claim ApprovedNo
2 comments
Hi Noel, I'm sorry to hear of your disappointing experience with your claim. I would very much like to look into your claim and if need be have it reviewed. Could you kindly provide me with your claim number? ash@tid.com.au Ash, Customer Experience Manager tid.com.auToo late to save face - u have already refused to budge so the matter has been escalated to Australian Financial Complaints Authority because despite what I have provided to u you still demand I get information that is 1. impossible to get AND 2. get detailed reports completed by my GP and specialists that do not add to the claim but will cost MORE than what the claim is worth

Extremely disappointing

I have bought travel insurance from TID on several occasions, but until now had not tested their systems by submitting a claim. Having now gone through this process I will not be using them again. The amount of information and documentation required was completely over the top, especially given that all that was at stake was $200 (the penalty for cancelling a flight due to a cycling accident, less a $200 excess). For example, I had a signed letter from the treating doctor confirming that I was not medically fit to travel, but was belatedly informed that I also needed to have another form filled out by my GP, which would have required me to make an appointment and incur additional expense. When I objected I was contacted by a TID representative, but she was immovable and gave the impression that she thought I was trying to submit a false claim. No reward for customer loyalty!

Value for Money
Customer Service
Insurance Cover For:Adult
Insurance TypeSingle Trip
Claim MadeYes
Type of ClaimTravel Delays/Cancellations
Claim DateFebruary 2019
Claim ApprovedNo
3 comments
Hi David, Thank you for taking the time to share that frank feedback about your experience with TID. Sorry to learn of your disappointment. It's difficult for me to comment on your claim without knowing all the details. To that end can I please ask you provide me with your claim number? I would like to look into it and if needed have it reviewed. Ash, Customer Experience Manager www.tid.com.auTIDA102521Hi David, thanks for that. I've now flagged your claim with Management in our Claims department. You should be contacted soon by your claims officer with an update on your claim. Cheers, Ash

They will take your money and deny your claim...

They claim that damage to a phone should be a) reported within 24 hours (to whom???) or b) that I should've put something on social media like a msg saying "hey look at me everyone I broke my phone" so I can send them a screenshot!
TID, Not everyone in this day and age is an attention seeking media!
I have contacted the insurance ombudsman (now afca Australian Financial Complaints Authority) and will let you know how I go...

Value for Money
Customer Service
Insurance Cover For:Adult
DestinationNorth America
Insurance TypeSingle Trip
Claim MadeYes
Claim DateJanuary 2019
Claim ApprovedNo
1 comment
Hi D Crowley, Sorry to hear of your poor experience. I would like to look into your claim and if need be have it reviewed. Could you kindly provide me with your claim number? Ash, Customer Experience Manager www.tid.com.au

Don't use this organisation

I booked a holiday to see family in Canada, 6 months ahead of the travel dates and as usual got my travel insurance. Unfortunately my mother went into hospital, the doctors told me to come as quickly as possible. So I changed my flights at a cost, and also changed my insurance, after I got to Canada my mother passed away. On returning home I tried to see if the TID could assist as it was a change to my travel plans due to this horrible situation and made a claim, they have done nothing but ask for more details, I got the full report from the hospital (TID indicated the information provided from the Hospital is complex) and wanted the doctors report, each of these costs more money - they have not been helpful or understanding and have been looking for pre-existing conditions which could get them out of this claim.
I am so disappointed with the organisation, its grab for money without providing any real insurance not to mention their lack of compassion in a very trying time.
I will not be using them again, and recommend anyone else to really be careful

Value for Money
Customer Service
Insurance Cover For:Adult
DestinationNorth America
Claim MadeYes
Type of ClaimTravel Delays/Cancellations
Claim Resolution Time3+ months
Claim DateNovember 2018
Claim ApprovedNo
1 comment
Hi Gina, My condolences, I'm sorry to learn of your mothers passing. I'm also sorry to hear how unhappy you have been with our claims process. Whilst it's true that we ask for certain supporting documents when assessing a claim, it's certainly not our intention to that as a way of getting out of a claim as you put it. My apologies if you've been made to feel that way. If you could kindly provide me with your claim number and I will investigate this for you in addition to sharing your feedback with Management in our claims department. ash@tid.com.au Ash, Customer Experience Manager www.tid.com.au

WORST COMPANY EVER

I have now been trying to sort my claim for 6 months. This is the worst insurance company I have ever dealt with. Stay very clear! This company is the same company as World Nomads. They have awful customer support. My claim has been passed around there office as no one whats to deal with it. I was asked to be passed on to there complaints department, and I have had nothing from them in 20 working days. I will take legal action against them shortly. DO NOT USE THIS COMPANY. Claim TIDN002817

Value for Money
Customer Service
Insurance Cover For:Adult
DestinationEurope
Insurance TypeSingle Trip
Claim MadeYes
Type of ClaimOther
Claim Resolution Time3+ months
Claim DateSeptember 2018
Claim ApprovedYes
1 comment
Hi Leon, Thank you for taking the time to share that frank feedback with us, I'm sorry to hear how let down you have felt with the claims process. Our claims are generally assessed in under 10 working days so I'm concerned to hear yours has taken so long. I have now flagged your claim with management in the claims department. They will be in touch with you soon to discuss options of moving forward with your claim. Cheers, Ash - TID Customer Experience Manager

Appalling.

I have used TID for 3 different holidays, one of which the coverage lasted over a year
(which is a lot of money to give t an insurance company.)

On my last trip my laptop (new MacBook) blacked out due to a storm in the local area I was in, causing a serge through my charging laptop which made it not turn back on.

This company offered me $450, for a $1500 laptop.
bearing in mind you have to take $200 out of that as an excess and then the additional $100 which is cost me to get a damage report on the laptop.

I was left with $150.

That isn't even enough to cover damaged let alone allow me to buy a new laptop.

Pathetic.

WOULD NOT RECOMMEND!!!!!!!!!

Insurance claim madeYes
1 comment
Hi Courtney, Thank you for taking the time to share that frank and honest feedback with us. I'm sorry to hear how disappointed you have been with your claim. Whilst it's true that we apply depreciation to personal items (unless of course you specify it at time of purchase), it's difficult for me to comment on your particular case with out knowing all the details. With that being said could I please get you to provide me with your claim number? I would like to look into your claim and if need be have it reviewed for you ash@tid.com.au Cheers, Ash - TID Customer Experience Manager

Not compassionate at all!

My girlfriend and I booked a trip to Bali, unfortunately after booking the holiday, she found out that she needed hip surgery and couldn’t get it at a later date because it was urgent and no date was available for months (after surgery it was found if she delayed it, there was a chance her hip ligament would’ve been torn off). and therefore wouldn’t be able to fly. We explained this to TID and after numerous days, finally got back to us rejecting our claim due to the fact she ‘had a existing medical condition’ - because when she was 6 years old she had problems with her hips and that counts as a existing medical condition for the fact she needed surgery. No compassion at all shown and very disappointing. Now out of pocket for over $2,000 and bed ridden for 2 months because of the surgery too.

Value for Money
Customer Service
Insurance Cover For:Adult
DestinationAustralia/Oceania
Insurance TypeSingle Trip
Claim MadeYes
Type of ClaimTravel Delays/Cancellations
Claim Resolution Time1-2 months
Claim ApprovedNo
1 comment
Hi Akash, Thanks for taking the time to share that in depth feedback on your experience with TID, sorry to hear it's been such a disappointing one. I'm also sorry to hear about your girlfriend’s situation, I hope she is on the mend. Whilst there are dozens of existing medical conditions we automatically cover it sounds as though your girlfriends condition was not one of them. Having said that I appreciate your concern around it being deemed an existing condition in the first place. With that in mind I would very much like to look into your claim and if need be having it reviewed. If you would like for me to do this, please provide me with your policy number ash@tid.com.au Cheers, Ash - TID Customer Experience Manager

Nothing for loyalty

I have used TID for at least 4 trips in the past few years. However, after purchasing our travel insurance yesterday, an advertising came up to get 19% off if bought during the public holiday - which was yesterday. This discount was not applied to our purchase and there was no one to speak to as they were closed. Today I spoke to consultant who advised they could not do anything about it as the promotion had "expired". I guess being a loyal customer doesn't mean anything anymore nowadays.

Insurance claim madeNo
1 comment
Hi Taz, Sorry to hear about the issue you had with the discount. If could kindly provide me with your policy number I will look into it for you and see what we can do in relation to the discount. I can be contacted on ash@tid.com.au. Cheers, Ash - TID Customer Experience Manager

Great Price and inclusions

We have been using TID for approx 8 yrs. We have made one claim with them due to unrest in Syria in 2011. The claim was approved and paid out immediately. You can't go past this company for your travel insurance.

Insurance claim madeYes
1 comment
Hi Troy, Thanks for taking the time to share that feedback with us! Glad to hear how happy you have been with our coverage and service over the years. Hope you have fun planning that next adventure, we look forward to hearing from you then. Cheers, Ash - TID Customer Experience Manager

Reliable

Recently submitted a claim and this was handled promptly with a good outcome. My partner was with QBE and for the same circumstances his claim was denied and the process was awful for him with QBE. I have been with TID for the last 10 trips overseas and find them straightforward to deal with. I have only submitted 2 claims in total (stolen goods and returning early with a very ill relative)and these were handled in a timely manner. Feel confident with TID and would highly recommend.

Insurance claim madeYes
1 comment
Hi Raelene, Thanks for taking the time to share that feedback with us. Sorry to hear you had the need to claim (hope it didn't put too much of a dampener on your holiday). I'm however delighted to hear how happy you were with our coverage and claims process! Hope you have fun planning that next adventure, we look forward to hearing from you then. Cheers, Ash - TID Customer Experience Manager

Hawaiian Holiday

I have used TID for the last 4 years on my overseas trips. I have only had to make one claim and was well looked after. I don't have any worries about using them.

Insurance claim madeNo
1 comment
Hi Taffy, Hope you had a great time in Hawaii! Glad to hear you were pleased with our claims process and cover. Thanks for the review. Cheers, Ash - TID Customer Experience Manager

Do not use Travel Insurance Direct

Travel Insurance Direct have gone down hill. I've used them many times over the last 10 years for various trips, once made a claim 5 years ago and it was handled professionally and smooth, they even organised a doctor meet me at an airport in Tokyo.

Out of the 10 most recent reviews prior to this review (Jan 2019) 5 customers rated TID at 1 star. And I am not surprised. It's taken 9 days to get a response to a fairly simple claim and they have come back and asked me to provide documents that I have already initially supplied. From what I've read in other reviews I am now back at the end of the queue and will have to wait an additional 10 days to hear a response.

I will be updating this review so if anything changes I will edit this review. Until then if you are thinking of getting travel insurance with these guys think again. I suggest you look at recent comments from other companies, looks as though 1Cover actually pay out for claims, so I would suggest checking them out.

Insurance claim madeYes
1 comment
Hi tman, Thanks for taking the time to share that frank feedback about your claims experience. I’m sorry to hear of your disappointment. Our claims are generally assessed in under 10 working days so I’m concerned to hear yours has taken so long. I have now flagged your feedback with Management in our Claims department and they will look into the matter for you. Regards, Ash – TID Customer Experience Manager

TID ...EXCUSES EXCUSES EXCUSES ..SHOULD HAVE THEIR LICENCE REVOKED

They send lots of emails saying how good and efficient they are...ALL LIES

When you make a claim they just refuse it!!!!!!!

Be careful...very careful.......

TID will not assist you with any claim!!!!!

They will not discuss a claim........

nearly 2 years and still no response...hope the AFCA takes action against them!!!!

HAHA...TID don't want reviews they make it so difficult...complete fools!!!!!

January 11th 2019 Update: Paying for resuming journey after having to return home and submitting claim

TID are the only company that I know makes you pay for another policy even though you still have months left on the original....

Never use this company.

They sound cheap because they are cheap...you would be hard pushed to have a claim accepted!!!!

Insurance claim madeYes
2 comments
Hi there, I'm sorry to hear of your disappointing experience with the claim. Our claims are generally settled in under 10 working days so I'm concerned to hear it has taken so long for you. If you could kindly provide me with your claim number I will ensure our Claims team get in touch with you to discuss options of moving forward with your claim. Ash, Customer Experience Manager www.tid.com.auTIDAUS171216105 October 2017

DO NOT USE THIS COMPANY

Do not use this company they will not cover you for cancelled flights and will make you jump through hundreds of hoops to make a claim. I had to contact them over 4 times to check on my claim that they completely ignored as their customer service do not get back to you in the time frames they indicate. I warned them I would go to the ombudsman as I feel I was mislead by them and they still failed to make contact in the time frame they said they would. Worst customer service I have ever had and worst insurance company I have ever dealt with. I have heard nothing but bad reviews since from other travellers.

Insurance claim madeYes
1 comment
Hi Tobias, Thank you for taking the time to share that frank feedback on your experience with TID. I'm sorry to learn of your disappointment with our claims service. I have now passed the feedback on to management in our Claims department. Ash, Customer Experience Manager www.tid.com.au

All good, until you make a claim!

My claim has been outstanding since I first lodged it on the 28th November 2018.
Every time I tried to contact claims dept just said I have to wait.
Customer Service was never helpful whenever I called for an update and finally when I lost the plot last week ( 28th Dec ) and demanded to speak with a senior claims officer he admitted nothing about the claim had been processed. I finally got an assurance by email that day that the claim was approved and the funds were transferred, Still waiting almost 4 business days later for the funds. They were the only company that I could get to insure my daughter who was only travelling with a non family member as guardian. I also "missed " the part where they only insure MOBILE PHONES for up to max of $700 (where can u buy a mobile phone for less than that ? ), of course that's my fault because I failed to read all 55 pages of the PDS in my haste to secure the insurance.

Insurance claim madeYes
1 comment
Hi ICEE, Sorry to learn of your frustrating claims experience. I have passed your feedback onto Management in our Claims department. If you are unhappy with the outcome of your claim I would be happy to have it reviewed for you. Please provide me with your claim number if you would like for me to do this. Ash, Customer Experience Manager www.tid.com.au

Fine, until you make a claim then you are on your own

For 5 years TID was my go to travel insurance. Over this time I had 4 policies which collectively covered around 390 days of travel. Then in 2016 something changed. In a policy I had lasting for 294 days, ALL of my 5 claims were disrupted. I need to thank the reviews on this website as I read here the company only pays out if you take them to the ombudsman, which i am currently doing now.

Nowadays I actually feel less anxious travelling with no insurance than with TID. For if the worst where to happen and I needed to claim, who has the mind space in that moment to be documenting EVERYTHING (including fine print most other companies don’t have) in order to prove your innocence.

Insurance claim madeYes
1 comment
Hi Sarah, Thanks for that frank feedback on your claims experience. I'm sorry to hear how disappointed you have been. Without knowing all the details of the claims it’s difficult for me to comment. However, if you could kindly provide me with your claim number/s along with the specific aspects of your claim/s you have been unhappy with, I would be happy to look into it for you and see if there is anything further we can do on our end. ash@tid.com.au Ash, Customer Experience Manager www.tid.com.au

Usually good but...

5 in total for 3 family members. Great service but they appear to currently be victims of their own success and good pricing as they cannot address my small claim from September due to lack of resources, for which they did call to apologise. The Cerberus person did not appear to have read my claim or documents provided. I can only assume they will reject my genuine) claim for admin reasons but it would be nice to know...

Insurance claim madeYes
2 comments
Hi Les, Apologies for the delay in turning around your claim. Our Claims team is experiencing a higher than anticipated volume of claims. If you could kindly provide me with your claim number I can follow up with the claims team and ensure they have all the documents needed to assess your claim in a timely manner. Ash, Customer Experience Manager www.tid.com.auClaim Number TIDA100697

My father passed away 8 months ago

1 time used. .
My father passed away in march 2018. My partner and i had to cut our overseas holiday short and return to Australia on an emergency flight. We had insurance that covered all this. The insurance company was all sympathetic and said they would help with the claim but here we are in December and nothing resolved.
Absolutely disgusted with how this claim has been handled, even after providing a death certificate a letter with my fathers illmess and details flight details etc and everything else we were asked to provide for the claim and yet... still waiting. NEVER will recommend or use this company again.

Insurance claim madeYes
1 comment
Hi Dezza41, My sincere condolences, I'm sorry to learn of the passing of your father. Our claims are generally settled in under 10 working days so I'm concerned to hear your claim has been drawn out so long. If you could kindly provide me with your claim number I can escalate the issue with our Claims department as a matter of urgency. Ash, Customer Experience Manager www.tid.com.au

So far so good!

Iv used TID twice it was very quick and easy to apply. They even have a phone app! Although I have never made a claim.

Insurance claim madeNo
1 comment
Hi Dylan, Thanks for the review. Glad to hear were happy with both the ease of set up and our App Tripwise. Hope you have fun planning that next adventure. We look forward to hearing from you then. Ash, Customer Experience Manager www.tid.com.au

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Questions & Answers

I am holidaying in Canada and just realized that I do not have travel insurance cover. I booked a one way flight from Australia to Canada on the 23/12/2018. I intend to return to Australia in March but have not booked a flight yet. If I apply for travel insurance through TID, do I use today's date as the start of the journey?
No answers

For future reference would you please advise me of the Age Limit for Cruise Travel Insurance?
3 answers
Hi. I’ve used Travel Insurance Direct as an insured person. I’m not the right person to direct your question to. You are probably best advised to call TID or read the PDS (preferably both!!). The level of cover you want will have a part to play in the upper age limit for cover.Hi I don't work for TID, I was insured through TID for my recent cruise. You will need to contact TID directly for an answer to your question. Good luck.Thank you both very much, I will take your advice.

Do you cover rental 4 wheel driving in Iceland?
No answers

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