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TID Travel Insurance Direct
The Works (Comprehensive Overseas Insurance), The Basics (Budget Overseas Insurance), Domestic, Annual Multi TripTMurphySouth East Queensland, QLD
Complete Waste of Money
I chose to go with Travel Insurance Direct (TID) for my trip through Central and South America in 2019. I decided to go with them because they had competitive pricing, however I later learnt why they are a cheaper choice. Unfortunately while in Peru I had all of my most important personal belongings stolen from my accommodation. Although many of the items were completely irreplaceable, I had some small peace of mind knowing I had travel insurance. I was wrong to let this give me any peace of mind. Never in my life have I ever experienced such p...
Read moreoor customer service. I experienced huge delays in responses to my emails (sometimes months), they spelt my name wrong, they requested documentation for a medical condition which I did not have and was not claiming for which later turned out to be another careless mistake made by the claims officer, part of my offer was calculated using the incorrect currency, my phone calls were completely ignored on multiple occasions and worst of all I was offered as little as 25% cover for my items. I would have been better off saving the money I spent on insurance. They also dragged my claim out for well over a year. If you actually want to be covered when you travel I would strongly recommend against TID!1 comment
Amber X.South East Queensland, QLD
Poor organisation skills, poor customer service skills. Slow to resolve issues created on their end.
Server error caused 5 payments to be withdrawn from my account, valued at $500. No quick resolution. Promised they would call me back and 3 days in a row I have called. On the day of my holiday, still following up.
1 comment
Customer ExperienceTID Travel Insurance Direct
Hi Amber,
I'm really sorry to hear that this has happened, especially on your holidays. I'll send you a private message so I can get a few more details in order to escalate this for you....
Read more Regards, BrendenS Golf
- 3 reviews
- 3 likes
Poor claims experience
Took out insurance with TID for a trip to America in August 2019. Was admitted to hospital and had to make a claim. It took 6 months before claim was paid with communication from the claims department being incredibly slow. Every time they asked for something and I responded, another 10 business days would restart. Now a year after the trip the hospital is contacting me to chase payment that TID was meant to take care of. Now TID are again taking their time to get back to me. Never had these issues when making claims with other insurers. Would never use again
1 comment
Customer ExperienceTID Travel Insurance Direct
I'm sorry about this. I'm happy to get in contact with the team to ensure someone contacts you asap. I'll just need to send you a private message to get a few more details so I can do this. Please keep an eye on your inbox.
Regards,
Brenden
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Excellent service
We have used TID for over 15 years. It is often said you only know how good the company is when you make a claim. We have claimed twice over the years and requested a refund this year due to being unable to travel. In each instance we have received prompt service and have been updated on the progress regularly. I would highly recommend TID.
Kim F.South East Queensland, QLD
WASTE OF MONEY
TID are exactly what you would expect from an insurance company. They are more than happy to take your money but when you actually have a claim they try and weasel out of every cent they can and drag out your claim for months and months just to add to your ordeal.
2 comments
Customer ExperienceTID Travel Insurance Direct
Hi Kim,
Thanks for the feedback. I can assure you that we don't weasel out of paying claims, we assess them as per the policy wording and there are always going to be certain documentation requested ...
Read moreto substantiate the circumstances being claimed. That being said, i'd be happy to escalate your concerns and arrange a member of the claims team to contact you and discuss further. I'll send you a private message to get a few more details.Spoken like a true insurance salesman. “As per policy wording” is insurance talk for we will find anyway we can to avoid paying.
I would not use
I have purchased may policies with TID over the past decade and never had to make a claim from my last planned trip which did not eventuate.
The tactics used by the the loss adjusters have simply made it untenable to continue with my claim and have written off the losses. Despite providing medical certificates and proof of purchase TID have requested further information that is not attainable.
The competitive pricing obviously comes at a significant cost when you need to rely on the policy. Suggest using reputable insurance companies, I certainly will be.
1 comment
Customer ExperienceTID Travel Insurance Direct
Hi Sam,
Thanks for reaching out about your claim. Sorry to hear the process has been difficult. So that I can escalate this to the correct team, I'll send you a private message to get a few more details....
Read more Regards, BrendenBazzHSouth East Queensland, QLD
Never again with this company
We put in a claim for 2 small expenses for our April/May overseas trip totaling 3% of our total holiday. Have supplied all invoices and credit card statements and they still want proof of an external flight that went ahead but offered no refund. Have supplied screenshots of flight ‘taken’ along with invoice, still want further proof. Will be going to ACCC and also social media if we don’t hear from a supervisor in the next few days.
2 comments
Customer ExperienceTID Travel Insurance Direct
Hi BazzH,
So sorry for the delayed response! Let me get your claims officer to reach out to you and I'll pass on this feedback to them so you can discuss. I've already got your details from last time we chatted....
Read more Regards, BrendenOk, thank you for your assistance.
Unethical
We bought top cover for our world trip. Got caught in Europe when pandemic started. TID advised (on phone) there was no exclusions for pandemic so flights home should be covered. They weren't
1 comment
Customer ExperienceTID Travel Insurance Direct
Hi,
Thank you for bringing this to my attention. I'm really sorry to hear you've been left out of pocket! I'd appreciate the opportunity to investigate what happened here so i'll send you a private message to get a few more details....
Read more Please keep an eye out for my message. Regards, Brenden - Customer ExperienceCarmel BusaccaGreater Melbourne (Outer), VIC
Always have too cover it’s essential
I believe our cover was excellent We had to cancel our Hawaii trip due to coVid 19 so there we had to claim the team at TID where excellent very helpful and understanding our claim was resolved as quickly as possible so happy with outcome I would certainly recommend TID very professional with handling our claim Will continue using TID for our future travels our.
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Top stuff, very happy with service
Very happy with service, had to make claim due to coronavirus destroying travel plans and all good with claim being paid by travel insurance direct. Have used them before and will use them again.
You need this when travelling overseas
My policy was value for money, easy to set up online and when I needed to make a claim, could be done online and the response time was faster than expected and the claim not contested. I didn’t get to travel but that was not a problem. I have used TID several times before and will do so again
Kate M.Murray Region, NSW
Second claim with TID this year and won't go with anyone else
Excellent value for money insurance I regularly recommend to others. I have submitted two claims to TID - the first in 2010 when my smartphone was stolen from inside my suitcase in my hotel room. Claim process was straightforward and I received a payment equal to roughly (from memory) 70% of the value of a brand new phone. Second claim was very recently for cancellation due to coronavirus. Despite our travel agent offering a full credit, we didn't feel like we were in a position to actually use it (I can't even get across the state border to...
Read more get to work at the moment, let alone travel anywhere) and so chose to do a claim instead. TID helped me with the process (declining the credit etc.); and then assisted with doing my claim manually when there were issues with submitting it via the website. Anyway, I was pleasantly surprised to have the full claimed amount in my bank account within about 2 weeks of submitting the claim. I have been using them for over 10 years now and will certainly continue to do so after this most recent claim experience.Rosie
- 8 reviews
- 3 likes
Very efficient.
I had booked my flights in December 2019. Of course everything was cancelled early 2020. I put in an online claim for flight costs. The online claim process was fairly easy, although you did have to send some information via email when it would not upload on their website. But it all went through and was processed efficiently and as quickly as possible given that they were very busy. I got my refund and I’m very pleased with the way they handled the claim. Would use them again.
MattBALLINA EAST
- 3 reviews
- The Works (Comprehensive Overseas Insurance)
- Verified customer
Customer 9.5 years - Claim in for 3 Months
Previously happy with TID, as title says long time customer.
But this trip I submitted a claim due to Covid (we purchased cover 14th Jan before any news of pandemic)
Claim submitted in March, 5 emails since but cant get any response apart from we didn't get it, we are busy etc.
Surprised to see the recent reviews of quick response. Was doing a quick internet search to see if they were maybe going under and ended up here at PR and thought you know what, hang sending yet another "are you there" email, they can have a review here on how a customer of 9.5 years has found the service this time. 5 attempted contacts is enough.
1 comment
Customer ExperienceTID Travel Insurance Direct
Hi Matt,
Really sorry to hear the difficulties you've been having making a claim. Hopefully I can get this sorted for you though! I'll just send you a private message to get a few more details about your policy....
Read more Speak soon, Brenden - Customer ExperienceRebecca J.Queensland
COVID claim - will use TID in the future
This is the first time I’d used TID after a referral from a friend. Our overseas trip was cancelled due to COVID and our travel agent refused to give us a refund. I had contact with TID throughout the period of waiting on responses from our travel agent. I made a claim with TID and was extremely happy with the outcome. I didn’t submit all the paperwork the first time so had to submit further information and then received our response within the 10 working days timeframe and then received the money the following day. The claims system wasn’t working properly so I submitted screen shots of the claims steps along with all of my paperwork. Will definitely be using them in the future and refer them for travel insurance.
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Roslyn V.South East Queensland, QLD
- 3 reviews
- 1 like
- The Works (Comprehensive Overseas Insurance)
- Verified customer
So glad I had it
TID policy was good value Insurance and we have taken it out several times for our overseas trips And never needed it till our last trip when I broke my ankle in Vietnam and had to get home for surgery. I panicked and contacted TID, the girls I spoke with were so helpful and understanding. Phone lines made it difficult and I was not always easy, being worried and in pain but the girls never lost patience and organised for examination and next day flights home. I could not complain about their service and I was grateful for it all including bu...
Read moresiness class fares home to make me as comfortable as possible and for my husband as carer. The claim process is online and was fairly straightforward although couple of glitches with it not allowing me to upload receipts. We had receipts for our expenses we paid for our holiday going forward and were reimbursed in full for everything we claimed. They were overwhelmed with claims but rang to see I could wait a few more days and then rang again to say claim assessed and would be paid. I can not fault TID through my experience with them, I will purchase again and hope never to make another claim.1 comment
Customer ExperienceTID Travel Insurance Direct
Hi Roslyn,
Thank you so much for providing this feedback! I hope that you are now well on the road to recover!...
Read moreAppreciate you letting us know about the online claims glitches and I will raise this with our claims and IT teams. We hope to be in contact with you again when the world opens up and allows us to start travelling again. All the best, BrendenSueIppoGreater Melbourne (Inner), VIC
- 4 reviews
- 2 likes
Breath of fresh air
What a wonderful experience with TID in difficult times. Not long on hold and get to speak to a consultant. Made a very stressful situation simple. Well done TID you have won my future travel Insurance business.
1 comment
Customer ExperienceTID Travel Insurance Direct
Thank you so much for the review! Once you're ready to plan your next trip (when the world re-opens), you know where we are. We also have Domestic policies if you're looking at any Aussie adventures :)
CherylGreater Melbourne (Inner), VIC
Very helpful with a claim
I always take travel insurance be it Domestic or overseas .I must admit that it hasn’t always been with TID .Sometimes it has been easier to book through the travel agent if travelling with a group. I did have an annual travel insurance with you at one time,but wasn’t reminded when it had finished so it wasn’t renewed .
I made a claim in February 2020 the first claim I have ever made .I wasn’t familiar with the claim process but I found the help I received from the staff was excellent
They were very patient and helpful.I would have no hesitation in telling friends how happy with the cover and correspondence with your company
Cheryl Longstaff
No fuss claim process
Purchasing the policy was easy, claiming when things went wrong was also easy, overall a good experience, with regular contact throughout the claim process. Would buy again for my next trip
Judy KSydney, NSW
- The Works (Comprehensive Overseas Insurance)
- Verified customer
Covid Chaos
We were booked to travel to UK and Paris but COVID-19 struck and our plans were cancelled.
Our travel agent handled the cancellations and advised us to submit a claim to our travel insurance company, which I did. Once we received the refund from the airlines TID paid a portion of the balance. TID kept in contact with me at all times and were exceptially helpful. At no time did I expect a refund on my policy because we didn't fly because .. duh that's why you pay for insurance. This is my first time with TID but this experience has been positive and I'd use them again. Judy
1 comment
Customer ExperienceTID Travel Insurance Direct
Hi Judy,
As much as I'm sure you'd rather be in Paris right now, i am glad we were able to help you out. When you're ready to travel next, you know where we are. :)...
Read more Regards, Brenden - Customer ExperienceQuestions & Answers
Sue basked
We started the claims process on March 23rd via post with photo copies of receipts and other requirements.
I have made numerous phone calls and told that nothing had been received. 4 weeks later it was sitting in my login account loaded up with my written claim.
I am frustrated that any communication has been instigated by me and not TID.
Now we are being asked the breakdown charges of a European PACKAGE holiday. I think that 50 percent or more of overseas holidays are packaged . Does the traveller ever know the costs of all aspects of a PACKAGE.
Not happy with the lack of response however the staff taking calls are brilliant.
1 answer
Customer ExperienceTID Travel Insurance Direct
Hi Sue,
Thank you for reaching out about your claim. I understand that the delays with claims communications is incredibly frustrating and we are working hard to get through the unprecedented volumes of claims and customer service enquires brought on by COVID-19.
I'd be happy to look into this for you further and ask that your claims assessor contacts you. I'll send you a private message to get a few more details.
Kind regards,
Brenden - Customer Experience
Alex D.asked
Our cruise has been cancelled due to govt guide line that no ship will depart or enter ports in Australia until 30th June 2020. therefore our trip on the 22nd May until 5th June 2020 has been cancelled due to the pandemic crisis.
A full refund has been offer by the shipping line. We want to cancel our travel insurance before it the insured date arrives. We do expect a full refund as no claim is being made.
1 answer
Customer ExperienceTID Travel Insurance Direct
Hi Alex,
Thanks for your patience during this time of unprecedented global events. We are experiencing large volumes of enquiries due to coronavirus (COVID-19) and are doing our best to support all of our customers.
Regarding the cancellation of your insurance, i'll send you a private message to get a few more details about your policy.
Thank you,
Brenden - Customer Experience
Valerie A.asked
What is happening with regards to refunds and the corona virus.
Do we get refunds on airline tickets, do we get a refund from canceling yr policy?
1 answer
Customer ExperienceTID Travel Insurance Direct
Hi Valerie,
Thanks for your patience during this time of unprecedented global events. We are experiencing large volumes of enquiries due to coronavirus (COVID-19) and are doing our best to support all of our customers.
I understand that you may have been waiting some time to hear from us I’m sorry for the delay but I’m here for you now.
For more information on how coronavirus (COVID-19) affects your policy, please click here:
https://www.travelinsurancedirect.com.au/travel-alerts/novel-coronavirus-faqs
As this is a constantly evolving situation we recommend you continue to visit our website for the latest information.
Stay safe,
Brenden
Details
Category | Travel Insurance | Travel Insurance | Travel Insurance | Travel Insurance |
---|---|---|---|---|
Underwriter | XL Insurance Company SE | XL Insurance Company SE | XL Insurance Company SE | XL Insurance Company SE |
Maximum Age Covered | 81 years old | 76 years old | 81 years old | 76 years old |
Medical Coverage | ||||
Overseas Emergency Assistance | Unlimited | $5,000,000 | Not Included | Unlimited |
Accidental Death | $25,000 | $25,000 | $10,000 | $25,000 |
Emergency Dental | $500 | $500 | Not Included | $500 |
Pregnancy (max weeks) | 26 weeks | 26 weeks | 26 weeks | 26 weeks |
Resumption of Journey | $3,000 | Not Included | Not Included | $3,000 |
Hospital Cash Allowance | $50 per day, up to $6,000 | $50 per day, up to $6,000 | Not Included | $50 per day, up to $6,000 |
Overseas Emergency Medical & Hospital Expenses | Unlimited | $5,000,000 | Not Included | Unlimited |
Loss of Income | $9,000 (maximum $1,500 per month) | Not Included | Not Included | $9,000 (maximum $1,500 per month) |
Permanent Disability | $12,500 | $12,500 | Not Included | $12,500 |
Luggage & Personal Effects | ||||
Theft of Cash | $250 | Not Included | $250 | $250 |
Delayed Luggage | $250 after 12 hours | $250 after 12 hours | $250 after 12 hours | $250 after 12 hours |
Credit Card Fraud | $2,000 (combined with Travel Documents cover) | Not Included | $2,000 (combined with Travel Documents cover) | $2,000 (combined with Travel Documents cover) |
Travel Documents / Passport | $2,000 (combined with Credit Card cover) | Not Included | $2,000 (combined with Credit Card cover) | $2,000 (combined with Credit Card cover) |
Maximum Single Item Limit | $4000 (electronic devices), $700 (individual items) | $2000 (electronic devices), $700 (individual items) | $4000 (electronic devices), $700 (individual items) | $4000 (electronic devices), $700 (individual items) |
Luggage & Personal Effects | $12,000 | $3,000 | $4,000 | $12,000 |
Ancillary | ||||
Personal Liability | $2,500,000 | $1,000,000 | $1,000,000 | $2,500,000 |
Rental Vehicle Excess | $12,000 | $12,000 | Not Included | $4,000 |
Motorbike / Moped Coverage | Included (engine size dependent on rider's licence) | Included (engine size dependent on rider's licence) | Included (engine size dependent on rider's licence) | Included (engine size dependent on rider's licence) |
Domestic Pet Care | Not Included | Not Included | Not Included | Not Included |
Special Activities Packages | ||||
Golf | Included | Included | Included | Included |
Cruise | Included | Included | Not Included | Included |
Adventure | Included | Included | Included | Included |
Snow / Ski | Optional Extra | Optional Extra | Optional Extra | Optional Extra |
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Customer ExperienceTID Travel Insurance Direct
Hi TMurphy,
My sincere apologies for not responding to you sooner and for the negative claim process you experienced. I'll send you a private message to get a few more details so we can look into this further for you....
Read more Regards, Brenden