Travel Insurance Direct Reviews

TID has always been easy to buy and comforting to have, and now they have passed the biggest test by dealing with a claim quickly, easily without any fuss. Full marks!

While I was on a research trip in India in July, my laptop got damaged by a leak in the apartment I was staying in. I was advised over the phone (twice) by a claims consultant at Travel Insurance Direct that it should be okay for me to purchase a new laptop if I was unable to have my damaged one repaired, thus this is what I did because my damaged laptop was beyond repair. I purchased the exact same model, and submitted the claim to TID. I subsequently received a response to my claim that they would only reimburse me for the value of my damaged laptop, so I only received about 15% of the cost of the new laptop (minus excess of course). In the policy it says that TID can choose whether to reimburse the value of the damaged item or whether to pay for a replacement. Obviously after a few years of use, my laptop had depreciated in value, however it worked perfectly well and I had no intention of purchasing a new one before it was damaged. 15% of the value of a new computer obviously can't buy anything decent, and I was in India where my options to buy a secondhand computer were very slim and as I was on a research trip, I NEEDED to have a working laptop to use. I was very unsatisfied with this outcome as their representatives had never suggested that this may be a possibility, thus I submitted a complaint. After requesting further documentation from me which I supplied promptly, the TIC claims department said that they would contact me with an outcome within 2 days. That was on the 4th of October. It is now the 31st of October and I still have not received an outcome, even after following up TWICE with the claims team. This is simply not good enough. I took out a policy with TID for 12 months, which was not cheap, and to only be reimbursed a measly 15% of the cost of replacing my damaged computer, not to mention the fact that they have STILL not resolved my complaint after 1 month, is very disappointing to say in the least. I will not be using TID again for insurance at this rate, and I would advise others to look elsewhere also. They do not look after their customers, they will do anything to save their costs even if you have purchased an expensive policy, and if you happen to be unsatisfied with the outcome of your claim, they will draw out the process and stop replying to you! Unprofessional is one of many words that comes to mind.

I recently had to submit a claim to Travel Insurance Direct because my husband was unable to travel by air on a trip that we had booked and paid for due to health problems. I submitted my claim to Travel Insurance Direct online and was contacted by a claims administrator in a timely fashion. After receiving requests for follow up documentation, I was able to discuss what was needed and why with the claims administrator and once her concerns were satisfied, my claim was processed in a timely fashion. I would recommend TID to friends who are looking for travel insurance in the future and would use them again.

Travel insurance was included in my ticket reservation, I did not feel comfortable as trying to read the "fine print" was complicated, so, just before departure I took out an additional policy TID (my usual supplier), just in case. Then I relaxed.

I have had 5 TID policies in the last 5 years and have needed to claim 4 of those 5. Each time it has been an easy process with their online facilities and I haven't had a negative experience dealing with any customer service agent. I have claimed an iPhone stolen in Bali, travel delay to London due to fog from departure city, stolen luggage on my first day in USA and medical complications on a recent trip to Vietnam. With that I have used them again for a Ski Trip/Holiday to the USA in December/January coming up. I have found that many reviews you will read are from people who haven't understood what travel insurance is about and also haven't understood what is required to claim. If I can give you one word to help you and make sure you make the right decision it is "documentation". Travel Insurance Direct make very clear statements that they need documentation for all claims. They will need police reports for stolen items, medical certificates for sickness claims, airline reports for delay of travel etc. Most negative reviews come from people who do not understand what is required and the policies they have bought. Travel Insurance Direct are not unique with these requirements. If you do your research you will be able to make the most of any travel insurance policy you buy. I will always compare travel insurance companies before I buy a new policy and Travel Insurance Direct still beat the market with a 10% off discount code (just Google it!). I have no hesitations recommending this company. 1Cover would also be worth checking out if you're not sure and can't get a discount.

It's been a month since my claim was submitted. All I get are sparse emails asking about further details of the incident (which I have already submitted in the claim itself - do they not read it?) and telling me they are 'awaiting contact' from my doctor. My doctor is not difficult to contact. She is in every day of the week and should be easily accessible. It is bad enough that I have had to cancel my trip due to medical emergency, but dealing with these guys on top of that? I wish I'd gone with someone else. This honestly just feels like an excuse to draw out the process and wait for me to give up. I've never had so much trouble dealing with an insurance company. They are unprofessional and unempathetic.

UPDATE - 1/2/17 - I can confirm after exhausting all escalation and review processed with TID that they definitely don't cover missed flight connections due to operational airline delays. I have just purchased travel insurance via travelinsuranz and they cover "Missed departure/connection" up to $2,000. I have used TID for more than five years and have slowly found their service to be diminishing in quality. Now claims are referred to a special team known as Cerberus whose sole aim is to cause you the most excruciating pain known to man. I mean it’s bad enough that you have had an unfortunate incident while on holidays but dealing with these guys is terrible. I’d take getting mugged at knife point over dealing with this crew again, they are that painful. Please be aware that the claims process is intentionally drawn out and they will come back to you with a question, then after a one to two weeks delay they will ask you another question. Then they will ask you more questions after further delays on information that you have already provided, all in the hope that you put it in the too hard basket and go away. If you are delayed due to an event such as a protest or car accident take photographic evidence at the time this occurs. I have had cases knocked back because I’m not able to show evidence of an English news article in a foreign country that doesn’t have English as a first language. PLEASE BE AWARE THAT TID’S POLICY DOESN’T COVER YOU IF YOUR FLIGHTS ARE DELAYED AND YOU MISS YOUR CONNECTION AND PURCHASE A REPLACEMENT FLIGHT. Despite the following appearing on TID’s website (under what we cover) which to the average traveller would suggest this. Your Travel Is Delayed - For Operational Reasons (e.g. if the Airline delays Your flight due to mechanical reasons) $2,000 - for any Reasonable additional meals and accommodation; or refund of pre-paid travel arrangements I will no longer be using TID for my future travel insurance requirements and don’t mind paying more for a better quality customer service experience should a claim arise on the trip.

We have use TID insurance for all our overseas travel now (previously used a well known company which we took out because we had our home insurance with this company ) - found the cost of the policy very reasonable , easy to take out the policy online, and even when we had a claim it was paid with in 10 days after submitting the claim - although for the claim a lot of paperwork was required. Found the TID app very useful too !!

Painless experience

Lost luggage on return trip home from Los Angeles to Melbourne, was with out my luggage for 12 days with out essential items such as work clothes, toiletries, underwear and just clothes to wear in general. Apparently you are not covered on the return trip home which I find ironic considering that is was still inside the designated travel dates, but I suppose TID is just out to rip you off and offer no assistance in times of need just like every other insurance company. Would not recommend.

Missed a business trip due to ill health. Claimed back the cost of the trip, including cancelled hotels, and was able to book for the following week (once again choosing TID insurance). A super easy, online process!

It was a very easy and successful process.

I had to complete a claim with TID after our recent trip. The online process was easy and simple to follow. Once I had uploaded the necessary documents to back up our claim I received an email within 24 hours from an assessor advising they would be handling our claim. We needed to provide further info and once that was submitted or claim was assessed and finalized well within the time initially stipulated by TID. We will definitely use TID for our travel insurance needs in the future as they are extremely competitive.

I have been using TID for a number of years as the offer is pretty good, and easy to buy on line. Luckily I have only had to make one claim and this was handled well and payment received promptly. I can only say thank you and I will use TID for my next overseas trip

We recently experienced a cancelled flight with Jetstar from Darwin to Denpasar due to ash cloud from the volcano. Jetstar, as a discount airline certainly acted like it and basically gave no assistance and no replacement flight was provided despite counter staff advising there would be. As Darwin is a destination not a fly through the soonest we could get a replacement flight was 2 days later. The night of the cancellation also happened to be Darwin Cup day so all accommodation was booked. We finally found something 25kms from the city, but found something. We spent the night there and the next day found replacement flights with AirAsia for the next day. AirAsia certainly saw us coming and charged accordingly. We transferred back into Darwin City for our second night and partook of touristy things until our flight. We kept all receipts and paid for everything with my credit card. We got to Bali and all accommodation providers were terrific and we obtained all the letters and correspondence that we would need for a claim. We enjoyed our holiday and then returned home. 2-3 weeks after our return I finally got round to lodging our claim. I must admit I thought it would be tough and there'd be a fight, but to my surprise all I had to do was complete the online form, which provided prompts all the way and if I made a mistake or missed something it let me know. I attached all that I had and submitted. Within minutes I received confirmation of the claim. 2 days later I received a follow up email to advise I needed to lodge 3 extra things that I had missed. I sent them through and then waited thinking it would take weeks. Well again to my surprise I had a deposit to my bank account and then a follow up email with the details of the claim, what was awarded and what wasn't. I was rapt because we basically got everything we claimed. The process was simple and the time was quite quick and efficient. I have used TID many times but this was my first claim. I think they honoured the policy and will definitely use them again and I have been happy to tell everyone I know of the positive experience.

This company used to be good, however this time with my claim I am dealing with Cerberus who a basically are bunch of moronic crooks. They ask idiotic questions for information that you have already provided and take about a week to respond each time. Please see the following example: "What Happened Was walking back to my hotel. This little arab followed me harassing me for cigarette and talking to me about soccer. He pick pocketed my phone as I didn't realised it happened until i got to hotel about 5 minutes later." Cerberus r esponse: 2. Further details regarding the circumstances of the loss: What happened? When did you first become aware of the loss? How do you believe the loss occurred? They also requested me to pay for a translator to translate 6 pages of a French Police report that hold's no relevance to the facts it looks to me like terms & conditions. All the main information such as "Name" " What happened" etc are clearly visible and written by me in English. Nice Tactics not to pay Cerberus, really lame, good luck explaining this to a Member in VCAT. I look forward to embarrassing you in VCAT :) Any by the way....TID I will never use you again because of those idiotic Cerberus uneducated morons.

I broke my ankle while walking in The Rockies in early June 2016. TID was so helpful throughout the process of assisting me with medical advice and surgery in Canada, purchasing new airline tickets for myself and partner to return home that allowed me to follow medical advice and keep my leg elevated and following up on my return to Australia throughout the claims process. Service was professional but also personal, checking in daily when we were in Canada to see how we were going.

Very good at looking at claim and was able complete with information supplied . Claim result in 6 days. have used them for number of trip and this was the first in which I had to claim. Excellent Service

Unacceptable and unreasonable prior to leaving Brisbane on the 28th Aug 2016 to Bali for 1 week. I purchased insurance from TID after I could not find the insurance Flight Centre had arranged. Upon finding the email copy from FC I contacted TID for a cancellation of the policy only to receive a reply on the Saturday the 29th when out of the country that the cancellation was not possible. Typical slick Bulls**t talk from their staff. Bad taste in your mouth. Never again.

After an accident in New Zealand in which I suffered broken teeth I contacted company and was advised (correctly) that the cover for dental is only for dental work performed for severe pain and whilst overseas. This means broken teeth, rectification of teeth and any dental work not performed overseas is not covered. I would have been pleased to pay extra money to have a better dental coverage. The handling of my claim on return to Australia for work performed for severe dental pain was handled in a most satisfactory manner, the claiming online could not have been easier