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TID Travel Insurance Direct
The Works (Comprehensive Overseas Insurance), Domestic, The Basics (Budget Overseas Insurance), Annual Multi Trip (See All)Reviewer Photos & Videos
- 3 reviews
- 1 like
Purchased domestic insurance for a supported hike in NT. Doing a self drive trip from NSW to NT. Husband tested positive for COVID on the 2nd day of travel (8 hours from our home location) and we returned back to our home for isolation period. Submitted all the requested paperwork including NSW Health dictated isolation dates for husband and myself and my altered dates when I tested positive. We requested payment for the non refundable componant of our holiday and supplied eveidence of this in the initial claim. (Cost of hike was 35% more then ...
Read morethe COVID cover limit - which we knew when purchasing policy. What was not clear was that additional canellation cover premium would not cover the shortfall - read the PDS carefully!) TID would ask for further information every 10 business days, including repeatedly asking for a flight itinery despite every email response clearly stating that we were driving not flying. The level of COVID cover was less then the non refundable hike we were claiming for and we made no claims for any other componant of the trip. My frustration with TID is that it took 7 weeks for the claim to finally be settled. Settlement required multiple phone calls and emails to TID and multiple requests for extensions from TID with no reason or rationale provided for why the claim assessment was continually being delayed. Once the decision to pay was made, money was quickly deposited into our account.- Value for Money
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- 38 reviews
- 41 likes
I've used TID for years. I have only had to make a claim once, and processing it went smoothly.
This is about my most recent experience. Due to a death in the family I had to push my travel date forward and amend my policy. Unfortunately, it wasn't appearing in my online account at all, I could only see older policies. TID's customer support for managing policies was not available on the weekend.
I contacted the emergency assistance line anyway and they managed to escalate my case. I received a call from someone who had the authority to amend...
Read more my policy. It was a huge relief as insurance was a travel requirement for the country I was traveling to. 5 stars for the amazing customer service for the staff who helped me amend policy TIDAUS22504603 (I hope this reaches them somehow) and going above and beyond so I could make my trip. Minus one star for not having a functional website that should've allowed me to amend my policy online, and not having customer support for managing policies during weekends.- Incentivised Review No
- DestinationSouth-East Asia (e.g. Bali, Vietnam, Thailand)
- Claim Made No
Hi Emme,
I am so sorry for your loss. Thank you for taking the time to reach out and give us this feedback during what must be a difficult time....
Read more I wish yourself and your family all the very best. Regards, Brenden- 9 reviews
- 10 likes
Used to be good now they will try every venue to not pay any claim
Stranded overseas due to Covid 19 while covered by purchased TID travel insurance.
In the policy it is stated clearly that the insured person will lose cover when he/she travels against media warning of a pandemic. So I abided by that rule. Now TID claims that this is not a good enough reason to claim anything against travel interruption.
In a trial to escape their obligations, they removed any access to historical purchased policies under my online account so every time I try to click on previously purchased policy, I get redirected to a new p...
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Hi rekoaus,
I apologise for the delay in responding to you here. I'd like to arrange to have this looked into further for you but I'll need a few additional details. I'll reach out to you now in a private message....
Read more Thanks, BrendenWe had organized travel insurance for our trip to Tasmania and decided to extend our trip. Our policy wasn’t on our portal so we tried to ring to extend it. Gave up after being on hold for over an hour and tried the next day. On hold for over an hour again to be advised that because the policy finished yesterday there is nothing they can do. Asked if they could offer any discount on a new policy and was told no discount could be offered. Terrible customer service
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Hi Anthony,
Sorry to hear that you were unable to extend your policy in time. I'd be happy to have this looked into further for you so I'll reach out in a private message to get your details....
Read more Regards, BrendenFind out how TID Travel Insurance Direct compares to other Travel Insurance
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- 4 reviews
I have used TID for my travel insurance many times over a number of years. Due to the Covid 19 restrictions imposed on International travel I have had to cancel my European holiday. TID were very understanding of my claim for the none refundable sections of the trip being paid back to me under the terms of my insurance policy. I would recommend TID to anyone who requires travel insurance in the future. Great company and Great service.
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Hi Albert,
Such awful news that you had to cancel your European holiday. With a bit of luck hopefully we'll see travel resume sooner rather than later. I know us at TID are keen to get out there, exploring the word again too!...
Read more Very happy to hear your claim went well. :) All the best, Brenden- 2 reviews
Great value policy which included medi vac coverage which was the main reason I took out this insurance for my 6 nights in Tasmania including a 4 day hike. And very easy on line purchase process. Have used TID before and will use them again.
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Thank you! We love to hear this. A four day hike sounds tough... stay safe and enjoy Tassie!
Brenden - Customer Experience
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!- Value for Money
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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, BrendenRelated Articles
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.
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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, Brenden- 3 reviews
- 4 likes
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
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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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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.
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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.
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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 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.
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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, BrendenFind out how TID Travel Insurance Direct compares to other Travel Insurance
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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.
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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.
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
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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 ExperienceI 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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Questions & Answers
Will we receive any refund from your company, due to Cunard cancelling our cruise starting 12/112021? Policy number TIDAUS20527003. Thank you.
Hi Caro,
I'm so sorry to hear that your cruise was cancelled as I'm sure you were looking forward to a getaway!...
Read more Just so I'm clear, were you looking into a refund on your policy premium or, were you looking to make a claim on the policy? The answer to both really depends on the reason why your cruise was cancelled and both will need to be assessed by our customer service or claims teams. If you wish to make a claim, you can do so online: https://www.travelinsurancedirect.com.au/how-to-make-a-claim If your trip is affected by government restrictions, we have options available if you no longer need your policy. More information on this can be found here: https://www.travelinsurancedirect.com.au/customer-service/cancelling-your-policy I hope this helps and that you're able to set sail again soon! Regards, Brenden - Customer ExperienceHow long do I have to make my claim through Travel Insurance Direct?
i.e How many months/years will it be honoured for?
Thanks
Hi Anna,
Thank you for reaching out. We don't have a timeframe on when you have to submit a claim within however, it is always best to get your claim in sooner, rather than later, while details are f...
Read moreresh in mind and while supporting documents are easier to get your hands on.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.
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...
Read more of claims and customer service enquires brought on by COVID-19.Get an answer from our members and TID Travel Insurance Direct representatives
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 | $2,500,000.00 | $1,000,000.00 | $1,000,000.00 | $2,500,000.00 |
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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Hi Lisa,
I'm so sorry to hear you had such a difficult time with your claim and I hope you and your husband recovered well from COVID....
Read more We really do appreciate this detailed feedback and it will certainly be passed on as we're always looking for ways to improve our processes. I truly hope you get to complete you drive to NT at some point! All the best, Brenden