Excellent customer service. The staff was charming and sympathetic. Very quick resolution and minimal bureaucracy. Thank you True Traveller!

Extremely responsive and helpful - claim was reimbursed within 24 hours.

I would give zero points if I could. I had an accident on the 5th of February and since then only problems with the insurance (it's the first time my boyfriend and I needed there help and we are already travelling since half a year. Our trip is supposed to last for a year). I was supposed to have my check-up appointment this week which we told the insurance weeks ago. They offered to book an appointment for us because we are in Spain and both don't speak Spanish. We accepted this offer gratefully. They didn't book an appointment even though we wrote multiple mails and explained that it's written in my doctor's papers that I should see a traumatologist and get another x-ray after 2-3 weeks after the accident. After we called them today they told us we could go to a hospital 20km far away. When we reached there we were told that no one contacted them and that the traumatologist isn't working at the weekend. We booked an appointment for Monday by ourselves but have the problem now that they are not willing to pay for our longer stay nor for the taxi costs going forth and back to the hospital twice. It's questionable whether they will pay for the doctors cost because so far they they didn't even pay for the emergency treatment on the 5th. When we called the insurance multiple times today they refused to help us and even said it's not necessary to see a doctor again even though the medical report says differently since I had a severe concussion, a bleeding in my brain and and a severely broken collarbone which still might need to be operated. I never had such bad experiences with an insurance and I travelled a lot. In case that the insurance changes its mind and start actually helping us, we will write an update.

Extremely easy to use with step by step guides to claim if needed. Online submissions helps and lots of clarity with this company. 5*

Fast response Fast refund

Amazing service from true traveler! I was dreading calling my insurance company to settle the hospital bill. But they made everything so easy and kept me up to date with great communication. Thank you true traveler!

Very quick to settle. Friendly and helpful.

They are appalling. They don't communicate, they will ask repeatedly for info you've already provided. They don't honour the terms of the policy, even when stated in black and white. They will tell you one thing then recant the next day - every half assed bit of info you get from them is misspelled and contradictory. There is nobody in their emergency call centre who has a clue how to deal with an emergency. Nobody can answer a straightforward question and when I registered my claim initially they emailed the wrong email address which took 2 days to resolve (prompted by my action, not theirs) which is testament to the inadequate language skills of those in the call centres. I was injured 10 days ago and am still stranded 4500 miles from home, immobile and just received an email saying I need to submit my medical info again so they can "assess my claim" - after calling and putting in writing 2 days ago that they would arrange for me and my partner to be transported home. Because they also pre-authorised purchase of a very expensive piece of medical equipment to secure my injury for travel my departure has to be delayed 2 more weeks waiting for this to be fabricated. Now I've asked for urgent reimbursement, having had to put it on a credit card, they are suddenly flapping over needing some kind of undefined "medical information". It took my friend 9 months to get paid on a claim and from what I am experiencing now I can see this won't be an isolated experience. I have no hope I will ever get back home. I call them and they say they will get back to me "maybe in 24 hours", but of all the times I've been told this the shortest time to reply was double that. I can only imagine if you are unable to contact them every day to chase your claim they would just let you die.

We chose TrueTraveller because of the good reviews, and I'm glad to say they are justified. Sandra from the claims team responded very quickly when things went wrong for us and we needed some help to cover the costs of hotel and hire cars after our flights were cancelled by cyclone Gabrielle. Initially I was a bit daunted by the claims form - it seemed to be asking for documents that might be hard to obtain - but in the event the team were helpful and pragmatic when it came to providing the necessary evidence. This took away a lot of the stress. The sales team was also very good when we first purchased the policy, and customized it for us. What we needed wouldn't be provided by most travel insurance companies. The only thing to keep in mind is that the main enquiry line and non-emergency claims lines are not open on Sundays, which is the day that things went awry for us, so we couldn't phone in for advice until the Monday morning (not that this really mattered in the end).

Wow, such a fast and friendly processing. I submitted my case in the evening and the next morning I even had the money back in my account. Nice that everything runs so smoothly. So great! Thank you.