Travel Insurance Direct Reviews

I'm not sure if this company is run by human beings, or just a bunch of ghosts. I was traveling to Greece in July and unfortunately our hotel booking was cancelled by an external provider. We then had to rebook and pay from our own pocket thinking that's fine we have Travel Insurance they'll surely cover it. Getting back from our holidays i lodged a claim with Travel Insurance Direct, filled out all the forms sent them all the paper work and got a response from them weeks later saying they needed extra information... i then got the extra information, explained to them the situation and from there got an automated email saying someone will contact me in 10 business days. Do i get an answer back? NO! sending plenty of followup emails saying how frustrated i was with their customer service and still nothing, Please do yourself a favour and ditch Travel Insurance Direct because it's all well and good you get some discounts but when you need to claim something, no one answers. It even makes me mad when they can't be bothered responding to my emails but still send me discount emails. Seeing those emails just makes me mad. NEVER EVER EVER EVER USE THIS COMPANY

I have been using TID for my travels for close to 10 years now. This time, unfortunately, something went wrong for the first time. I got a horrific customer service. Despite sending multiple emsils stating that I need the feedback on my claim urgently I kept getting the same response that someone will get back to me within 10 business days. The proble - I only have 5 days... on top of it it's practically impossible to get anyone on the phone. I am calling from overseas and they simply put you on hold for 30 mins which is when I usually give up. Not to mention the time difference and the fact that I spent half of the night calling them, without success. It gives you an option to leave your phone number, no one ever calls back. Absolutely disgraceful.

I have just finished loading a lengthy (negaitive) report on another website and was asked to "verify" my identity by a number of options. I chose my email address. The system response was along the lines of "go to your email and follow the instructions" and when I did TID failed to send any message or instructions and my review was entirely lost - clever chaps!!.. Just like my claim when I tried to report a NIL or 0 or 0.00 or $0.00 or Zero in the on-line claim form when I answered what I was offered by an airline after I contacted them for a refund. It refused to accept nothing as the answer and blocked me from completing my claim. I won't bother giving you the whole story about my claim, just take my word for it as an ex insurance manager, leave this alone - go elsewhere.

It's a shame how far TID have fallen. I've used them for since 2014 due to their glowing reviews and was always the travel insurance I've recommended to friends and family when they travel. After my last experience, I won't be making that mistake again. We lost a few items when travelling in Vietnam, we believed they may have been left in a hotel but weren't 100% sure. We contacted the Hotel and asked if they were there and if they can be shipped to our next location (at our cost), but they informed us that they weren't there. Oh well, lucky we got to travel insurance... not. TID completely washed their hands of it and said since we *think* (but aren't sure) we left them, they won't cover it since it isn't classified as a loss by them. I thought not knowing where items were located is the very definition of loss, crazy! Do yourself a favour and pick any other company. It's disappointing that the old TID has started to use tricky tactics and unclear advertising to get out of paying claims.

Offensive customer service who make no attempt to understand the policy holder’s point of view and actually compound the stress of the situation. The way my claim was handled by the customer service agent it would have been better to have received a generic email response. I never want to speak with anyone in this company again. (My previous travel insurer was amazing. I spoke to them once about whether they would cover something that wasn’t clearly included in my policy and they told me that as long as I clearly explained the situation there was no reason not to try. I can only say the opposite for TID.)

I've been using TID for years now. I've had two claims in the last 6 months. One relating to cancelled flights & accommodation the other for damage (windscreen damage) to a rental car. Both claims were handled quickly with no issues.

Warning! Dont Use! We droped our backpack in to some water on our overseas holiday, both cameras were written off, on top of the $200 excess TID then depreciate the value of one of our cameras by more than half. I cant even replace the camera with their depreciated value so im not sure why i even used insurance in the first place! Would reccomend going else where as although initially this insurance looks good its got lots of fine print and sneaky clauses which end up screwing you over when somthing does happen.

I have now been trying to sort my claim for 6 months. This is the worst insurance company I have ever dealt with. Stay very clear! This company is the same company as World Nomads. They have awful customer support. My claim has been passed around there office as no one whats to deal with it. I was asked to be passed on to there complaints department, and I have had nothing from them in 20 working days. I will take legal action against them shortly. DO NOT USE THIS COMPANY. Claim TIDN002817

We have had insurance with TID for 4 years, doing lots of travel and without needing to make a claim. In January of 2018, we had all luggage lost for 48 hrs on Galapagos trip. We initially bought a few clothes to walk around in, but when we were 12 hrs away from going into the jungle/on a boat for 11 days and still no luggage, had to buy all clothing, adapters/cords for mobiles, electrical plugs, a headlamp and new duffel bags to transport it all in to last for 2 weeks. Luggage found/delivered 10 hrs later of course. I found the claims process ridiculously complicated and difficult. You had to enter each purchased item into an online form, which crashed, dumping all of the information entered to that point and requiring it to be reentered. We had the information in a spreadsheet, but I gather this was not acceptable for submission. We were required to provide receipts, which is fair enough, but we had to scan/send them several times because of readability issues and also because their email system was not receiving during part of the exchange. We also were required to email the airline which had lost the luggage (Spanish language barrier) and have them create documentation stating they had lost the luggage, and we were then required to recontact them for additional infomation to pass to Cerberus. All of this took a lot more emailing and back and forth than seemed necessary. We were eventually reimbursed for the clothing, but nothing for the adapters/electrical or duffel bags. As this was our only claim with TID, I don't know if our poor experience was a result of using Cerberus as some raters have suggested or if the excessive back and forth was an attempt to get us to just give up as other raters have suggested. I came away feeling that TID had not reimbursed us fully for covered items and that the drawn out, always-needing-more-information-to-be-sent-to-them nature of the exchange was a way to deter claimants from getting reimbursed. Quite disappointed. Jim

I have taken 3 policies with Travel Insurance Direct (TID) and when I lodged my claim it rejected on the basis the claim wasn't reported to them within 24 hours, what a great way to get of a claim. This an experience that I will not soon forget my unfair claims experience and recommended any persons thinking taking a policy to reconsider (TID) as their chosen Insurer. Coverage is important but it is nothing compared to claims service as it is what justifies the purchase to begin and what gives peace of mind. I get it if something is stolen you need to report it to someone. Reality check, if something like a phone and Ipad is damaged by accident, no one's calling the cops or advising the hotel. Crap Claims Assessors equals crap insurance. Worse Insurer by far! try someone else, anyone else!

TID is very easy to deal with. We had to make a claim after a recent holiday and TID were reasonable with their request for information and receipts. They were very fair with the settlement of the claim and prompt with payment. We will continue to use their insurance when travelling and feel secure that we will be covered if we are unfortunate enough to require it.

No problems in completing claim form, would definitely recommend Travel Insurance Direct to anyone taking out travel insurance

Efficient and timely response. Reasons for decisions were well explained in the accompanying letter of assessment.

TID I thoroughly recommend them! Everyone in my family uses TID because they have always been competitively priced. We will continue to do so following their recent professional, immediate and sympathetic response to the sudden death of my mother. This resulted in the cancellation of an overseas trip just prior to departure. You always prepare yourself for insurance agencies to find "loopholes" and reasons why something isn't covered but in this case, a full refund minus excess within 21 days of making the claim so I was so very impressed and happy.

The team at TID made my claim easy, pain free and best of all approved. There is nothing worse than having to claim insurance while your away, but these guys made the process super easy and handled my case fast and professionally.

I've made a claim in the past, to cover medical expenses while OS, I had no problems making that claim. So I've continued to use TID whenever I travel. I had to make a vehicle excess claim last trip, and again, no problems. I will continue to use TID for any travel. I think as long as I'm doing the right thing, then they will too. Very happy with their cover.

I traveled from Australia to the UK to spend time with my elderly parents. Shortly after arriving my mother fell and broke her hip and as my Step Father had Alzheimers I was needed to help during her recovery. This meant that I had to cancel my return flight. The conditions of the insurance stated that cancellation refunds for injuries incurred by immediate family would only apply if the relative lived in the same country as the claimant. As my mother lived in the UK I was expecting the insurance company to do what we all expect and that is reject the claim immediately so was pleasantly surprised when they agreed to review the claim. Not only though did TID agree to consider the claim but actively pursued me to get back to them with all the relevant details! I have just received confirmation that they will pay my return flight in full so if you thought that all insurance companies are the same in that they'll do whatever they can to get out of paying for a claim then for Travel Insurance Direct you need to rethink that. These guys are truly amazing and I can't recommend them enough!

Was covered for connecting flights even though it was not within policy. Communication was great and would return again. Thanks

I contacted TID by email while still away to notify that I had incurred a loss and to find out what to do. They gave me helpful information and stated that my item was covered, subject to submitting substantiating paperwork, which I did on the first day after returning. I have been notified 4 days later that the claim is accepted, and payment will be made shortly. Excellent service and cover!

I've dealt with very few companies in 25 years or so that I've been so impressed with. I'm happy to recommend TID to friends (and have done so).