Travel Insurance Direct Reviews

This company will do anything to weasel out of paying resonable claims. They have no care for the consumer. We became very sick on our honeymoon and had to return home and they wouldn’t cover our flights. They went to the length of paying a external mediation company $1500 in fees to deal with our complaint rather than paying us the $1700 that was owed for the flights. Disgraceful!

After using TID for years, we finally had to make a claim when Jetstar cancelled our flight until the next day due to "crew issues". Despite the fact that the entire flight was the same people/plane as what was supposed to go a day earlier, instead of classing it as a delay, TID (who is actually NIB insurance we discovered) took it as a cancellation and decided not to cover it because it wasn't due to a complete staff strike or natural disaster or some other random occurrence.
The only satisfaction I get out of this is the amount of business they will lose out of us in the next decade.

Before embarking on my trip to Europe, family members recommended TID. Unfortunately, I lost my iPhone in Prague. Luckily I had their $500 insurance & the iPhone specifically covered for an additional $1500! … not. 3 months of waiting. 3-4 weeks ago, I called them (after waiting 30mins in the queue) for the lady to say “your claim was actually next in line”. Tonight, I called them up (after a queue) and the man said he’d mark it as urgent.

Don’t bother with these guys. It’s a shame that I’ve had to do this, but there’s no other way to warn people to go elsewhere.

DO NOT WASTE YOUR TIME, ENERGY AND MONEY!!!! I've been trying to claim my cancelled Europe trip since JUNE due to being physically assaulted. we had "the works " cover and have recieved nothing back from TID at this point they won't even reply to our emails and didn't even pay the full amount of my hospital fees??? their emergancy assistance team couldn't even give us a straight answer at the time of the incident leaving us stuck in budapest for almost a week as i was unfit to fly. Dealing with this company has made the most traumatic experience of my life 100x worse. 0/10 will never use again.

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 poor 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!

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 poor 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!

TID IS AN ABSOLUTE JOKE.

Prior to COVID-19 our airline rescheduled our flights which required us to alter our itinerary, change connecting flight bookings and add an additional nights accommodation.

This result in approximately $1500 in additional costs. A claim was made for these costs but was rejected.

Once COVID cancellations and travel bans came around we were unable to take the trip anyway.

TID then sent an email asking for us to advise if we wanted to reschedule or take a credit. As our new travel date would be further than 12 months from our original purchase, a reschedule was not possible. We then asked for a credit of our premium.

This request has now been rejected and now we are left with no credit, no travel insurance, and $400 down the drain. Their excuse is a claim was made, which should mean nothing considering it was rejected and nothing paid out.

Will never use this company again, and will be avoiding all NIB companies from now on.

I have been a loyal customer of TID for at least 6 years, but after 2 experiences with their claims departments, and multiple interactions with customer service, it's time for me to do my research and move on to something better (and going by Choice and plenty of other review websites, there are a lot better, and cheaper out there!).
The first instance that lead to me having to make a claim was after i broke my ankle in Bhutan.
The nurse that i dealt with was great, very compassionate and understanding, and the fact i could talk to her over WhatsApp made the whole experience much better than i had been expecting.
However, when it came time to make a claim in regards to my broken ankle, that's where customer service let her down! I emailed through my claim as i had been told to do, to the email address i was provided with. After waiting a month and hearing nothing back, i got in contact with customer service. They told me nothing had been submitted so i sent them a copy of the email i had sent with my claim. They then told me i had sent it to the wrong email address, so i sent them the email where i had been told by an employee of TID to send it to the particular address. Within 24hrs i had an email notification that i would receive my refund, but no further communication from customer service.In spite of the above i was willing to write it off as a one time error from TID. I have consistently praised them on travel groups i am a part of on social media, however after my recent encounters with the company i can not in good conscious continue to do that, and will instead be warning others to steer clear of them.
All it takes is a google search to see that there are higher rated, and at the same time better priced, travel insurance companies out there.My recent experience with them has occured after i got robbed and injured while i was in Tanzania (losing my passport, phone, etc).
After contacting the emergency area of TID, i was told that they couldnt help me because i had attempted to extend my policy, but i hadnt yet paid for it. Never mind that the reason i wasnt able to pay for it was because their site wouldnt let me (it kept timing out!)!
When i explained that, i was passed off to customer service to try and fix the issue. The guy i was passed onto was unable to fix the issue, and when i tried again to pay for the extension, the site completely deleted any record of the extension, so i emailed customer servide to let them know, but to this day i have still not had a response to that email. I eventually had to purchase a new policy to cover me for the extend dates i was in Tanzania.
As there is no Australian embassy in Tanzania, i had multiple issues with being able to cross the border into Kenya to get an emergency passport. I asked for guidance multiple times as to what was acceptable under my policy, but never really got a clear answer. Adding to this was the issue that most things in Tanzania are paid in cash, with no receipt, so again i asked for some guidance on how to deal with this so as to ensure i would be reimbursed for the costs i was incurring, and again there were no clear answers.
Surely i can't be the first person they've dealt with in situations like this?!I am currently waiting for my claim to be processed, but based on the questions i received from the claims officer on Day 9 of their 10 day service standard period, i do not have high hopes.
The questions seemed to ask for things i had already provided, were not well written and also quite confusing. I got the feeling that they are trying to delay any payout to me, and also try to decrease the amount they pay out to me.
I have stated repeatedly that i am willing to sign any legal documentation they may have to verify the vailidity of the amounts i am claiming for, but that always seems to get ignored.If you choose travel insurance companies based on the expected level of service you'll receive from both customer service and claims, you should definitely look elsewhere. There are also other companies who provide better prices. Based on my research, TID prices are only remotely competitive because they always offer discount coupons. But, their service definitely falls short of their prices!

The telephone enquiry was handled politely and efficiently. The first time I rang I waited at least 20 minutes however later the call was answered immediately.

I have now been trying to sort my claim for 6 months. This is the worst insurance company I have ever dealt with. 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 their complaints department, and I have had nothing from them in 20 working days.

I booked a holiday to see family in Canada, 6 months ahead of the travel dates and as usual got my travel insurance. Unfortunately my mother went into hospital, the doctors told me to come as quickly as possible. So I changed my flights at a cost, and also changed my insurance, after I got to Canada my mother passed away. On returning home I tried to see if the TID could assist as it was a change to my travel plans due to this horrible situation and made a claim, they have done nothing but ask for more details, I got the full report from the hospital (TID indicated the information provided from the Hospital is complex) and wanted the doctors report, each of these costs more money - they have not been helpful or understanding and have been looking for pre-existing conditions which could get them out of this claim.I am so disappointed with the organisation, its grab for money without providing any real insurance not to mention their lack of compassion in a very trying time.I will not be using them again.

Be very cautious. Not good. Ended up costing me money, will never use or recommend again. Very disappointed.