Travel Insurance Reviews for Travelex

Poor policy wording, and incredibly patronising and disrespectful assessor who I communicated with via phone call.

Some empathy and respect towards customers wouldn't go amiss.

Because I took out this plan close to the departure date the majority of the claim was not paid out. My trip was cancelled because the airline went into administration the day before I was due to fly. The policy 'small print' meant my flight was never covered on this policy yet the coverage was accepted by Travelex when it was applied for. The system for signing on clients at Travelex needs to be improved and a policy should be declined if full coverage is clearly not stated at sign-up. Whilst I understand that all policies have restrictions and limitations, in this particular case I was left feeling that the old clichés about insurance companies certainly apply to this company : 'if there is somewhere in a policy that allows the insurance company to wriggle out of paying 100% of a claim then they will use that loophole'. Shame on Travelex. I chose this company because of their good reviews and I took out this policy in the belief that trip cancellation would be covered 100% - I was wrong. Will never use this insurance company again as it let me down just when I needed them.

Our return flight from our Scotland coach tour was cancelled due to weather, and the airline couldn't fly us out until the next morning. We stayed in a hotel, and I submitted that cost plus a small amount for food for that evening. Although we had to submit a lot more documents than I thought was necessary for this small claim (compared to the cost of the policy), we did receive a check for these expenses within 3 weeks of submitting the claim. My advice is to save all your travel documentation including boarding passes for all flights. Also, if a flight is cancelled be sure to request documentation from the airline.

We did have a claim after being delayed and bumped around because of a weather event. They reimbursed us for all the expenses I claimed very quickly and even nudged me, when I procrastinated filling out the claim form. As with any insurance, you have to submit all your receipts and give an explanation -- which is a bit onerouse -- but I was certainly glad I had purchased the insurance. Would recommend them again.

Unfortunately, my wife experienced a potentially urgent medical issue during our trip, causing us to leave our tour group activities for a full day while seeking medical treatment. Berkshire Hathaway (the underwriter for the plan) processed our claim for out-of-pocket expenses (taxis', busfare, and additional meal costs) plus the pro-rata value of a full day of the tour (for both of us) in a "no questions asked" and very prompt manner. (Because we were in the UK's National Health System, no medical expenses were incurred for doctors visits or medications). I would definitely purchase the policy again.

Unfortunately, this is the second time we have had to use our travel insurance. We recommend to everyone that they get it. You never know when you might need it.

Had to file a claim due to my flight being cancelled. Got back 82% of my total claim with the remaining 18% not being reimbursed as that was a cost that would have been incurred anyways (and I figured as much). Took 2 weeks from filing the claim to getting reimbursed. Also provided was an explanation of what part of my claim was getting reimbursed (with sometimes a why). Overall, this was an easy and good experience (especially for my first claim). Would recommend.

I was diagnosed with a cancer that required immediate treatment, so was not able to take the insured trip to Europe as planned. I provided Travelex with the appropriate paperwork for non-refundable losses associated with the trip, and Travelex sent me a check within a few weeks covering my losses. They paid the full amount I requested, no muss, no fuss. I have used Travelex before and continue to recommend them for trip insurance.

Overall, I'm pleased with this Cancel for Any Reason policy. I canceled the trip when I didn't receive my passport in time, per the policy instructions.

However, in order to get the claim closed and paid I had to make several phone calls to Travelex. I uploaded the claims form and receipts as required. I didn't hear anything for two weeks, so I called and was told they only had the airline receipts and for me to please send them the claims form. She said someone would be in touch to confirm its receipt.

I wondered why no one had called to tell me there was a problem. I uploaded the claims form a second time and another two weeks went by without anyone contacting me.

I called again to ask about payment status. I spoke with an agent who said the airline ticket receipt didn't include cancellation terms or the form of payment. I told her it did indeed include those things. She reviewed the receipt I'd sent and confirmed it contained the necessary information. She said she didn't know why the adjuster hadn't closed out the claim or why no one had been in touch. She also said they had received my claims form the first time it was sent and she didn't know why I was asked to send it a second time. About a week later I received payment in the amount I'd expected.

This was more hassle than it should have been. It seems the adjuster didn't review the submitted documents closely, which resulted in payment being made by 4-5 weeks, and that the initial agent I spoke with didn't review the file close enough before telling me to submit the claim form again. The TravelEx team needs to be more diligent.

The "unthinkable" happened in England as I stepped off a train an hour before leaving for a Baltic cruise. I fractured my femur and, as a result, was transported to Ashford, England, where I had surgery the next day, plus an 8-day hospital stay. We had purchased a Travelex Select policy and my husband promptly informed the company when we arrived in the ER. The hospital accepted our proof of coverage without hesitation or demand of an up-front payment of any kind.

When I was medically fit to travel, the evacuation part of the policy kicked in. On Call Int'l., arranged for an very competent and caring R.N. to fly to England to escort us home. On Call made all of the air and driver arrangements from the hospital to Gatwick to home.

Regarding the claims process: I filed a claim two weeks after arriving home for the hospital bill and the nonrefundable trip expenses. The response was slow but finally the claim was paid in full, per the policy. The hospital system also was patient, realizing that it takes time to collect on insurance.

Observations:

1. My husband's lodging, meals, and transportation expense was classified under the "Trip Delay" portion of the policy with a limit of $750, with the remainder out-of-pocket to us. Most trip insurance policies seem to have a similarly low limit.

2. There was no explanation why the entire hospital bill wasn't paid at first. I asked Insuremytrip.com for advice. They appointed a claims advocate who quickly resolved the issue.

3. Having a policy with primary medical coverage, instead of secondary, was essential to avoid further delay and hassles.

In the end, we were happy with both the Travelex Select policy and also with InsuremyTrip.com