I purchased travel insurance from Woolies Insurance in March for a flight to New Zealand that was supposed to happen in April-May, however, due to the Coronavirus border restrictions I ended up having to cancel my flight which caused me to lose some money due to cancellation fees.
Tried to claim these cancellation fees through my travel insurance (roughly $300 worth), however, was denied by woolies insurance as the event was 'likely to become a pandemic'. I disagree with the outcome due to there not even being one confirmed case in both Austra...lia or New Zealand at the time I purchased the insurance, however, I asked for a refund on the policy and was granted a refund on the insurance policy which I think is fair. Not sure if I'd use in the future, however, it's good that they were still willing to give a refund on the policy which I think is fair.
Unexpected result but very welcome one!
We booked an overseas trip and took out travel insurance with Woolworths in the middle of last year, with an anticipated departure date in March 2020. As the coronavirus situation escalated, we made the difficult decision to cancel our trip the day before departure, which was two days before the pandemic was declared. Our travel agent refused our request for a refund or credit note, stating that the tour was still proceeding, even though most of it was in Italy which was now locked down. They advised me to go through our travel insurance to c...laim. I was already acutely aware of the general exclusion for pandemics, but lodged a claim anyway. I was surprised and absolutely delighted when I received an email from Woolworths Travel agreeing to compensate us for a portion of our cancellation costs on an ex-gratia basis. Even though we are still out-of-pocket, to get part of our money back is better than nothing. Thanks Woolworths, if we ever travel again (and that is a big IF given our experience this time) we would certainly consider taking insurance out with you again, but only if we can get "cancel for any reason" insurance.
Worst Travel Insurance
I felt our policy was good value. We returned from our holiday on 26th Oct and have not had our claim resolved yet. Only used Woolworths once and never again.
Should have gone to a proper insurer instead of a supermarket!
I took out comprehensive travel insurance with Woolworths in early January - before Coronavirus reared its head. Have just checked their website in case I cant travel as planned later in the year. They have issued a 'statement' which completely absolves Woolworths of any responsibility to cover travel problems incurred because of this outbreak - even though at the time I took out insurance, COVID-19 was an unknown event. That's the whole point of insurance, isn't it? ie. to cover you in the event of an unforseen problem? Looks like I should ha...ve gone to AAMI, Budget, CGU, HBF or another more reputable insurer - who are apparently honouring policies taken out before 21st January. Woolworths took my money; then basicly voided the policy I took out. Is this legal?
Very let down
As will many others, we booked our travel insurance months in advance of the corona virus becoming a known event...but there in the small print Woolworths insurance excludes a pandemic. It is tragic and devastating enough for people losing their dream holidays, but to find out you are not covered for such an unforeseeable event is just awful. The whole point of having insurance is to protect yourself - so many are suffering but woolworths insurance are happily announcing on their website that they have excluded themselves so don't even bother trying. This was the first time and definitely the last time I will ever get insurance with Woolworths. We should all boycott such cold and unhelpful businesses
My wife and I booked our holiday flights and accomodation well in advance. This was prior to any news regarding the coronavirus. I've just found out we're not covered for pandemics or epidemics. Be very careful when taking up insurance. All these companies are keen to take your money, but then won't look after you when something like this happens. It's no fault of our own yet we're likely to lose over $5k due to this virus and not be able to go on our holiday.
Ex-gratia payment to cover costs even though not eligible
The claim did not meet the policy rules however WW made an ex-gratia payment which covered most of the loss. Policy is excellent value. Submitting the claim was easy. Processing of claim was fairly quick. Staff were easy to work with.
- Comprehensive Travel Insurance (Overseas)
- Verified customer
No cover for Coronavirus
I confirmed with their customer support. When you need this policy to protect you most, it will let you down. If you are travelling and you get ill with Coronavirus they will not cover you, even if you’ve been travelling before Coronavirus started. They have no interest in protecting you. Do not trust them.
Thanks for nothing Woolworths
After discovering upon check in at our overseas Honolulu motel that the travel company we booked through had closed up, hence cancelling our booking that we had pre paid we got straight on the phone to Woolworths travel who could not have been less helpful. After a long day of travel etc we paid again just so we could have a room ( it was Christmas time and the motel was at capacity ) upon getting back to Australia and contacting Woolworths again after a week we were then informed that on Page(s) 21-22
“Section 3: Cancellation or Amendment Cos...
Used the service twice.
On the second occasion had a terrible experience the company.
The loss of my goods was bad enough however dealing with Woolworths insurance was even more stressful. They tried every trick int he book to not pay out. They quoted incorrect dates (hopefully by accident), accused me of lying and refused to reply to emails for weeks at a time.
Just spend the extra amount and use a reputable insurance company. Save yourself the hassle and stress.
I couldn't be happier!
My husband became ill and could not travel. I was sceptical that the claim would be paid out. However, it was paid in full within 20 days. You could have knocked me over with a feather!
You hear so many stories about insurance companies not paying out on claims (maybe with good reasons we don’t get to hear of). In all my years of travel, I have never had to make a claim on insurance and was unsure how this would go!
I’m very grateful to Woolworths Travel and have said so on my facebook page. I will never use any other insurance company (although you may not want us to use you again)!!
Above and beyond.
Policy was good value and I had to make a claim which initially a significant portion of the claim was declined. I made contact with Woolworth's Insurance to discuss. They were very helpful and explained in detail why part of my claim was declined but subsequently granted an ex-gratia payment for the amount originally declined which was a terrific outcome and very much appreciated.
Exceptional service and outcome
When my wife became ill whilst holidaying in Thailand, I phoned the WTI helpline and was immediately put through to an operator who was able to give me clear and concise advice, telling me to get my wife to a certain hospital immediately. His advice, in the long-run, has most probably saved her life.
Upon returning home, WTL provided me with all the information required to make a claim which was settled within a surprisingly short space of time.
WTL not only handled our unfortunate situation (having to cut a month-long trip to one week) with expediency and proffessionalism but also with compassion.
Woolworths Travel Insurance came to our rescue.
The policy was simple to set up. We did it on line with ease. We lodged a claim while overseas because my wife broke her ankle and required surgery in an overseas hospital. Once we were able to contact the emergency number we could tell we were in good hands from the emergency team to the nurse Kate R and also the claims team. They helped us out immensely taking a lot of the stress of the moment from us. While this is our second policy with Woolworths Insurance we will use them again for sure and have recommended them to our friends of which two are to travel soon and have Woolworths Travel Insurance. Thankyou travel insurance people in Woolworths Travel, really appreciated your efforts.
Awesome travel insurance, peace of mind and easy claim process
I normally used TID for my travel insurance but when my daughter was overseas she used Woolworths and had a medical issue and they were wonderful; even calling me the next day to ask how she was. We used them last trip to Bali and had a small claim which was sorted within a week. Not only are they great value and coverage but very easy to join and smooth claims process. Woolworths will be our new go to Travel Insurance as we go overseas every year +++++
A very positive experience
My daughter became ill during our trip. I immediately emailed Woolworths Travel Assistance and was surprised to receive a reply within 30mins detailing that everything was covered, what I needed to do and even included medical facilities located in the area. Over the course of the trip, they contacted me to see how everything was going and if there was anything further they could do.
When I made my claim upon my return which was straightforward online, I was reimbursed within 5 working days. I was very impressed and will continue to use Woolworths Travel Insurance for future trips, especially as the policy provided good coverage with a very competitive price.
Couldn't get anywhere, trying to get travel insurance
Rang call centre, was kept on hold for over 40minutes with no response. Emailed customer service centre, received a reply that they would get back to me, no response from them either. No customer service at all. If this is the way they treat their customers I would rather go elsewhere, which is exactly what I did. I wonder how one would go if they had to make a claim. I'd rather not find out.
Save your money
The only thing comprehensive about the policy was how much it cost. I could understand if it was a budget or basic policy. The rate of deprecation used to calculate a damaged suitcase that was 18 months and used once previously was 35%. It was purchased for $135 USD. The exchange rate used was questionable. See table below.
Item Claimed Amount Claimed Invoice Date Depreciation Amount Paid AUD
Suitcase 135.99 USD
(178.53 AUD) 24/11/2017 35.00% $116.04
The website seems to have intermittent issues where it'll take payment but not issue any policy. The call centre staff seem unable or unwilling to provide assistance. Every call promised the world but they've yet to deliver on anything promised.
Perhaps it's worth reviewing your business contingency plans to ensure when problems occur with the website, that the business can handle the backlog of applications in a suitable timeframe.
I purchased travel insurance money came out of the bank but I didn't get a policy. After 2 days and heaps of calls I finally managed to actually get to talk to someone. I decided not to risk it so asked for my money back. I will now wait to see how long that takes. They don't answer their phone or give policies after paying for it.
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