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adelaide

  • 1 review
  • 1 comment
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Insurance claim made

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

1 out of 5, reviewed on Jan 10, 2019

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!!!!

Was this review helpful? Yes

Comments
Travel Insurance Direct Official

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 ... read more »

TIDAUS171216105 October 2017

Insurance claim made

DO NOT USE THIS COMPANY

1 out of 5, reviewed on Jan 09, 2019

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.

Was this review helpful? Yes

Comments
Travel Insurance Direct Official

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 feedb... read more »

  • 1 review
  • 1 helpful vote
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Insurance claim made

All good, until you make a claim!

1 out of 5, reviewed on Jan 04, 2019

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.

1 person found this helpful, do you? Yes

Comments
Travel Insurance Direct Official

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... read more »

Brisbane

  • 1 review
  • 1 helpful vote
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Verified Customer Insurance claim made

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

1 out of 5, reviewed on Dec 17, 2018

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.

1 person found this helpful, do you? Yes

Comments
Travel Insurance Direct Official

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 comm... read more »

Sydney

  • 1 review
  • 1 comment
Private message

Insurance claim made

Usually good but...

4 out of 5, reviewed on Dec 12, 2018

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...

Was this review helpful? Yes

Comments
Travel Insurance Direct Official

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... read more »

Claim Number TIDA100697

  • 1 review
  • 3 helpful votes
Private message

Insurance claim made

My father passed away 8 months ago

1 out of 5, reviewed on Dec 12, 2018

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.

3 people found this helpful, do you? Yes

Comments
Travel Insurance Direct Official

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 draw... read more »

Melbounre

  • 2 reviews
  • 4 helpful votes
Private message

So far so good!

4 out of 5, reviewed on Dec 08, 2018

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.

Was this review helpful? Yes

Comments
Travel Insurance Direct Official

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 t... read more »

  • 15 reviews
  • 10 helpful votes
Private message

Insurance claim made

Great Product Terrible Claims Process

3 out of 5, reviewed on Dec 07, 2018

This is the third time I have used TID, first time I have claimed.
Submitted the claim for and documents and received an automatic email advising they will respond within 10 business days (2 weeks!)
At the 3 week mark I received notification my claim has been assigned and they would make contact in another 10 days.
Following that an email advising 1 document was missing. Submitted the same days and advised again another 10 days. Called and spoke to the claims officer who advised he will look at it in the allocated time frame.
The claim was submitted in August and its now December!

Talk about service level agreements...

Was this review helpful? Yes

Comments
Travel Insurance Direct Official

Hi Clark, Thanks for the feedback. Sorry to hear of your disappointment in the claims process. Our claims are generally settled within 10 working days so I’m concerned to hear yours has taken to l... read more »

  • 2 reviews
  • 1 comment
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Insurance claim made

Understand what your covered for

2 out of 5, reviewed on Dec 06, 2018

I have insured with this company twice. First time I had no trouble because I didn’t have to claim.
Even if the the contract states if your flight is canceled out side of your control, which it was, I was still not covered. In another part of the contract it states if your flight is cancelled due to the control of the flight company, your not covered. So basically if you get stuck with family due to a cancelled flight, TID INSURANCE will not cover you on there”THE WORKS” cover.

Was this review helpful? Yes

Comments
Travel Insurance Direct Official

Hi Jay, Thanks for taking the time to share that frank and honest feedback with us. I'm sorry to hear of your disappointment in our coverage. Like all benefits on any insurance policy there are... read more »

Hello. I can see you show this but as I stated in your first clause. For any reason outside of my control, which It was and then that clause is contradicted by say if it’s the flight company, your ... read more »

Gave such peace of mind

4 out of 5, reviewed on Nov 30, 2018

While i guess it's a bit hard to rate the overall effectiveness of this insurance as we didn't make a claim, the online process of getting insurance was well set out and easy to follow, and having the insurance certainly gave us peace of mind.

Was this review helpful? Yes

Comments
Travel Insurance Direct Official

Hi Mike,
Glad to hear we were able to provide you with that peace of mind. Thanks for the review and we look forward to hearing from you when you are ready for that next adventure.
Ash, Customer Experience Manager
www.tid.com.au

Oakleigh

  • 1 review
  • 1 comment
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Verified Customer Insurance claim made

Would not ever use again

1 out of 5, reviewed on Nov 28, 2018

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 apparently 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.

Was this review helpful? Yes

Comments
Travel Insurance Direct Official

Hi Tracey, My sincere condolences, I'm sorry to hear of your mothers passing. My apologies also if we have made an already difficult time for you and your family any more difficult. Whilst it's... read more »

After three months since submitting our claim, I am finally told today that I have to contact all of the accommodation providers that we cancelled to get in writing that the bookings were unused an... read more »

Adelaide

  • 1 review
  • 2 helpful votes
Private message

Insurance claim made

Useless waste of money and time

1 out of 5, reviewed on Nov 27, 2018

I will never use them again. Horribly robbed whilst travelling overseas and I called them on the day for advice on steps and what I needed to come back to Australia and be asked to provide impossible things given I'd left. Asking me for photos and explanations when I'd left the country. Irrelevant emails felt like they wanted me to give up. Calling during work when I asked for email to be the contact method.For a 180 bucks! I paid more for the policy. The pay out doesn't even cover the cost of a replacement suitcase that was stolen. Another kick in the gut after such an experience. Peace of mind is not what TID provide.

2 people found this helpful, do you? Yes

Comments
Travel Insurance Direct Official

Hi Jenna, My apologies you felt so let down by our service. We do take these matters seriously and are always looking at ways we can improve our service and processes. To that end if you could ki... read more »

Verified Customer Insurance claim made

Made a claim and they paid it

4 out of 5, reviewed on Nov 27, 2018

I've taken out insurance with TID many times and have occasionally used for small medical things (like a doctor visit after a car crash and an overnight hospitalisation for an infections) with no problem at all, as they have been small problems I often pay up front and claim back at a later date when I'm home and can sort out the paperwork.
On my last trip my grandfather died and I flew home for the funeral then back to my trip. It was a year long policy so was a little complicated getting the correct paperwork as it was 8 months after I had left and he had deteriorated after I had left months earlier. But once I got a letter from his original doctor TID paid for all the flights, communication about the paperwork could have been better and it was quite stressful as it was dealing with someone else's medical records but I got there.
You never know how a company will be when you actually want to make a claim but you have a year to do it (I think) and they have paid out when I have needed them too albeit a little slow but I've always gotten it eventually. I will continue to use TID and hope I don't have to make anymore claims but know I can if something happens.

Was this review helpful? Yes

Comments
Travel Insurance Direct Official

Hi Lisa, My condolences, I'm sorry to hear about your grandfather. I'm glad to hear you have been happy with our claims service and cover and look forward to hearing from you when you are ready f... read more »

Brisbane

  • 1 review
  • 2 comments
  • 3 helpful votes
Private message

Verified Customer Insurance claim made

Very Disappointing service

2 out of 5, reviewed on Nov 27, 2018

Hello [name removed]

I am not sure what kind of service i am receiving here. You made me wait 3 months after reporting the incident. You asked for all documents one at a time and put hold for 10 business days for the next update. Now, you are saying some third party will contact me. I am not sure what it is and no one made a contact me so far. its been over 90 days my trip completed. I am so disappointed with the treatment i received here. I sent you an emergency purchase receipt which i made on trip and there is no response on that either. Can you please why i am treated this way ? If you do not want to pay me, say it to me and i will not email you again. Unnecessary delay do not make any sense to me. I always purchased travel insurance policies for every trip but never claimed. This is first time baggage went missing. I provided all documentation from the Airlines. I am not sure what keeping you from not paying me

Regards
Santosh

3 people found this helpful, do you? Yes

Comments
Travel Insurance Direct Official

Hi Santosh, Thank you for sending through that extensive feedback about your experience. I'm sorry to hear of your disappointment with us. I have now escalated your claim with our Claims departmen... read more »

Hi Ash

I still did not hear from anyone yet. l am not sure what else i need to do. I lost my valuables and provided all documentation, yet , it's been over 100 days now.

Hi Ash I was assured someone will contact me about the claim. Its been a century ( 100 days ) lodged the claim. If you guys do not want to pay me, just tell me . I will not contact you again.. Thi... read more »

Insurance claim made

GREAT INSURANCE, GREAT PRICE, CANT RECCOMMEND HIGHLY ENOUGH

5 out of 5, reviewed on Nov 27, 2018

We are a family of 5 who travel O/S very often. My husband travels at least once a month, and we as a family travel at least twice a year. We have been using TID for many years and fortunately have only ever had to make two claims My 10 year old daughter was very ill on our trip to Bali in August this year and was hospitalised. The TID team made everything so easy, and seemed genuinely concerned for my daughters well being. Thank you and will never use any other company.

Was this review helpful? Yes

Comments
Travel Insurance Direct Official

Hi Kellie, Thank you for sharing that wonderful feedback. I'm glad to hear we have been there to support you when you've needed us. Hope you're daughter is now on the mend and we look forward to ... read more »

Easy to use and well priced

5 out of 5, reviewed on Nov 26, 2018

We have used tid travel insurance several times now. The online application process is simple to use. I’ve found the pricing competitive and the policies quite comprehensive

Was this review helpful? Yes

Comments
Travel Insurance Direct Official

Hi Zeetee,
Thanks for taking the time to share that feedback with us. Glad to hear you have been happy with the service.
Ash, Customer Experience Manager
www.tid.com.au

Peace of mind

5 out of 5, reviewed on Nov 25, 2018

Didn’t need to make a claim, but it was peace of mind to know it was there if we needed it

Was this review helpful? Yes

Comments
Travel Insurance Direct Official

Hi Fab,
Glad to hear we were able to provide you with that peace of mind. Thanks for the review. Ash, Customer Experience Manager
www.tid.com.au

Verified Customer

Haven’t had to use it, fortunately. Sign-up process was easy.

5 out of 5, reviewed on Nov 21, 2018

I’ve signed up with this insurance company twice. Fortunately I haven’t had to use it for a claim, but the sign-up was easy.

Was this review helpful? Yes

Comments
Travel Insurance Direct Official

Hi Maros,
Thanks for taking the time to share your experience with TID. Hope you have fun planning that next adventure, we look forward to hearing from you then.
Ash, Customer Experience Manager
www.tid.com.au

Melbourne

  • 2 reviews
  • 1 comment
  • 3 helpful votes
Private message

Insurance claim made

There should be a zero stars options

1 out of 5, reviewed on Nov 20, 2018

I had purchased travel insurance with Travel Insurance Direct several times previously, but the one time I made a claim, they repeatedly refused my requests for assistance.

I ended up in hospital while on holiday in London, and was admitted to hospital back in Melbourne immediately after returning. I then required monthly hospital check-ups for the following 12 months. Mid-way through my flight home from the UK, I was refused boarding in Kuala Lumpur until I had confirmation from a doctor that I was fit to fly (because I was clearly visibly unwell) - but even then, Travel Insurance Direct advised that they did not believe my situation warranted any assistance from them.

In their final correspondence to me, they suggested that if I hadn't been fit to fly, then perhaps I should have stayed longer in London and sought further treatment (!!!).

I would NEVER purchase insurance from Travel Insurance Direct again. It is worth noting that any positive reviews for this company seem to be from customers who have never made a claim.

3 people found this helpful, do you? Yes

Comments
Travel Insurance Direct Official

Hi Kate, Sorry to hear how let down you have felt by our service. Sounds like a difficult experience and I apologise if we have in any way made an already hard time even harder for you. I hope y... read more »

Hi Ash, I was not expecting medical costs incurred within Australia to be covered. I requested assistance from Travel Insurance Direct (several times) while I was in the UK. I also sent through... read more »

Simple Process

5 out of 5, reviewed on Nov 18, 2018

This is the first time we have used TID - but we found the booking process simple and the price was good. We didn't make a claim, but we felt confident that it would be easy also.

Was this review helpful? Yes

Comments
Travel Insurance Direct Official

Hi Deb,
Thanks for making TID your insurer of choice for your recent trip! Glad to hear you were happy with both the ease of set up and value for money.
Ash, Customer Experience Manager
www.tid.com.au

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Questions & Answers

For future reference would you please advise me of the Age Limit for Cruise Travel Insurance?

aussietaff asked on Nov 10, 2018

Answer this

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?

Sjb asked on Aug 21, 2018

HI my family is traveling to bail in September wanting to know if there is any problems with insurance cover if there is any volcanic activity? as I understand if you are covered before anything like this happens there should be no issues. Aron

Aron asked on May 02, 2018

See all 227 questions about TID Travel Insurance Direct