Terrible Travel Insurance Claim Experience

I am extremely disappointed with the service I have received regarding my travel insurance claim. The claim was submitted for travel dated 31 December 2025, and as of 15 February 2026, it is still not resolved.

I have been the one constantly following up, calling, and emailing just to receive basic feedback. The standard response I kept receiving was that “a claim can take between 15–20 working days subject to terms and conditions and receipt of all supporting documents.”

However, only on 5 February — after weeks of my own follow-ups — did they request additional documents, including: • A bank statement reflecting the medical bill payment • A credit card statement showing the purchase of the original return air tickets

I responded the very same day with all requested documentation clearly highlighted and explained. On 6 February, I received a generic reply stating that the claim had been forwarded for assessment and that the assessor would revert “in due course.”

There was no apology for the delay, no acknowledgement that nothing had initially been requested from me, and no clear timeline provided. Since January, I have been the one chasing updates daily with little to no proactive communication from their side.

This level of service is appalling and unacceptable. When customers purchase travel insurance, it is with the expectation of support and efficiency during stressful situations — not silence, delays, and endless follow-ups. The lack of urgency, communication, and accountability has been extremely frustrating.

I sincerely hope this company improves its claims handling process and communication, as this experience has been far from reassuring.