True Traveller Reviews

Name: True Traveller
Address: 6 Drakes Courtyard, Kilburn High Road, London, London Borough of Brent
Rating: 4.83

4.8 Rating 1,951 Reviews

98 %

of reviewers recommend True Traveller

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About True Traveller:

True Traveller - Travel Insurance designed by Travellers

When travelling overseas, the one thing you should never skimp on is your travel insurance cover, as should things go wrong you want the very best cover for you and your possessions.

At The True Traveller, we’re used to advising people on travelling all around the world, and due to feedback from our customers we’ve changed our insurance website, made it even better value and extended the range of products.

On Single Trips, we offer three Policies called True Value, Traveller and Traveller Plus. True Value is designed for travellers under 40 years of age, and is designed for last minute travellers and backpackers. The Traveller policy, our most popular, is designed for holiday makers and adventurous travellers alike, and Traveller Plus gives enhanced medical and cancellation cover.

On our Multi Trip Policies, again we offer the Traveller policy valid for unlimited trips throughout the year for durations up to 30 days, and the Traveller Plus policy which offers enhanced cover for unlimited trips lasting up to 70 days. We also have a budget True Value Policy for travellers under 40 years of age.

We’ve tried to get the prices as keen as possible on all our insurances. This means on the Single Trip and Multi-Trip you have the option to exclude Baggage Cover as this may well be covered in your Home Contents insurance; you also have the option to add-in different activity packs. The Traveller Pack covers 92 of the regular holiday activities which you will get involved in, and covers clerical/non-manual work as standard. The Adventure Pack covers a further 41 activities and is designed for the more adventurous traveller and backpacker, covering trekking to 4,600m, as well as volunteer work and manual work. The Extreme and Ultimate Packs covers all the more extreme and ultimate adventures. The Extreme covers trekking over 4,600m to any altitude, as well as Scuba Diving to 50M. The Ultimate covers Hang Gliding, Mountaineering and Polo to name just three of the Ultimate adventures!

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Phone:

020 3822 0200

Email:

insurance@truetraveller.com

Location:

6 Drakes Courtyard,
Kilburn High Road,
London
London Borough of Brent
NW6 7JR

True Traveller 5 star review on 11th February 2023

Mr McConnell

Anonymous

Anonymous // 01/01/2019

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“Quick purchase procedure, and a wide variety of traveling insurance options.”

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Posted 2 years ago

“So easy to book. All sorted with added cover at a really reasonable price within about 4minutes!”

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Posted 2 years ago

“Medical coverage is good, and for a general travel they meet a lot of the criteria. However if a tech age where people have many devises, phone, camera, smart watch tablet, laptop etc this area is majorly lacking. Low single item coverage Limits and overall low coverage value for your electronics means that your truly expensive gear won’t be covered. Their advise would be to go to another provider for electronics but the reality is most people don’t want to get insurance out from two or three companies they want want to reduce the hassle get it from one. You can add on specified items but only top tier covers you for more than about £400 most gadgets in 2022 exceed this value but some margin.”

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Posted 2 years ago

Dear Mr Evans Thanks for your review, and we’re very sorry to learn that you’re disappointed with our product. First and foremost, travel insurance is there for emergency medical issues, with everything else added on. For TT, depending on which policy is chosen, baggage cover ranges from £1,000 to £2,500, with the valuables element from £200 to £400. We also have a specified item cover, where travellers can add on up to 3 specified items, and those can each be insured to £450, or £750, depending on the policy chosen. Baggage cover with us is optional, as many long-term backpackers have strict budgets and are only concerned with medical costs, and short-term travellers rely on their home contents insurance. We’re not permitted to advise people where they should buy their insurance from, as we don’t know the terms and conditions of other insurers offerings. The True Traveller Team

Posted 2 years ago

“A long story, but we decided to take out travel insurance part-way through our 5 week tour of Italy. I found truetraveller to be very clear as to what they do and do not insure, and they were one of the few insurers willing to provide cover after our travels had commenced. A good service.”

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Posted 2 years ago

“Easy to book online with clear information as to which level of cover is required for any activity. Simple to arrange cover for pre existing medical conditions. Most importantly, paid promtly (5 days from submission of documented claim) for a cancellation due to medical reasons. A little bit complicated to complete and submit the documents and evidence online for the IT novice. Claim form is PDF and consequently a nuisance to edit.”

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Posted 2 years ago

“Excellent service, been with these for a few years now.”

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Posted 2 years ago

“Osm very fast service”

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Posted 2 years ago

“I have only so far had a quotation, and then taken on the policy and hopefully will not have to have any claims experience. the advisor was very well informed and was able to fully answer any questions that I had regarding my travel. and am confident that the correct choice of provider has been made. I have peace of mind. leaving me ready to enjoy my upcoming holiday - what more could I need.... ?? nothing”

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Posted 2 years ago

“I have always been impressed with these guys. I travel a lot and always use them. The service in terms of the cover they provide is very good and competitively priced however what keeps me coming back is the great customer service. They combine impressive professionalism with that all important personal touch and that, for me, is essential. No hesitation in recommending them at all.”

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Posted 2 years ago

“Excellent!”

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Posted 2 years ago

“Been using TrueTraveller for a number of years as I've backpacked extensively and they cover you even if you start a policy after leaving the country. Also never had any issues with them and they're incredibly priced!”

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Posted 2 years ago

“Very quick and straightforward. Customer services great, quick response Only policy I could find that was for when already travelling. Definitely use again.”

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Posted 2 years ago

“I have been using True Traveller for a few years now and a great experience. I would highly recommend them.”

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Posted 2 years ago

“Very easy and helpful customer service”

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Posted 2 years ago

“Did as requested.”

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Posted 2 years ago

“Ottima compagnia di assicurazione, le condizioni sono chiare e ci sono poche esclusioni, contraraiamente ad altre. Tutto ad un prezzo molto interessante.”

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Posted 2 years ago

“I found the website very easy to use. All in all a pleasant experience.”

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Posted 2 years ago

“I am (again) very pleased with prompt reaction to question and assistance to subscribe policy”

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Posted 2 years ago

“AVOID AT ALL COSTS! Beware that if you need to make a claim, you will discover that your insurance is in fact held with a disingenuous Czech company, NOT a London based insurer as it appears unless you delve deep into the fine print. They will seek any excuse in the book not to reimburse you and when you debunk their excuses, they'll pull a different excuse out of the hat. I have had an ongoing policy with Truetraveller AKA Inter Partner Assistance S.A. of the Czech Republic since 2018 and had never made a claim until a couple of weeks ago. A lump appeared on my skin in Oct 2021 which was diagnosed by a doctor as a completely harmless cyst and that no further action was necessary. Fast-forward to May 2022 and I got the presumed cyst rechecked on the 14th May and the doctor gave the same diagnosis. I decided to get the presumed cyst removed for aesthetic purposes on the 21st May and the surgeon sent it to a lab for a histology report as per standard protocol. I collected the results from the lab on the 3rd June and to my horror, I discovered that it was in fact an extremely rare type of skin cancer. I immediately contacted an oncologist (first available appointment 6th June) who sent me for an MRI the same day. When I received the results of the MRI (8th June), I returned to the oncologist and who sent me to a surgeon the same day due to the urgency of the matter. The surgeon advised operating ASAP to remove the surrounding tissue where the previous excision occurred to prevent further invasion of the cancerous cells. According to the MRI, the cells were in contact with the muscle, if the operation were not performed in time, the cancer would invade the muscle. If muscle is removed, it does not regrow, so it would leave me with permanent mobility damage. The next day (9th of June) I underwent pre-surgery standard tests to ensure that I was fit enough to recover. All was fine, so the surgeon booked the surgery for the next available opportunity (12th June). I called Truetraveller AKA Inter Partner Assistance S.A. of the Czech Republic before surgery to inform them of the costs. The agent claimed that my condition didn't constitute a medical emergency, even though diagnosis to surgery was over a period of 9 days with a medical event every single day unless the next step was dependent on results of a test. He also bizarrely stated that "it was of course necessary to perform the operation as soon as possible" but at the same time said that it wasn't "necessary and urgent care" (email attached). The agent also advised that they would cover a flight home the next day. The shortest and cheapest flight available according to Skyscanner was £1,161 and with taxi, luggage and other costs added, this amount would exceed £1,500. A free flight home and free treatment on the NHS surrounded by my family would obviously have been my preferred option. However, the doctors had instructed urgency in operating and returning home would have cost valuable time and ran a high risk of further deterioration of my health. The cost of the surgery was approximately £2,400, so I logically proceeded with next day surgery on both a health and financial basis rather than taking a £1,500 trip home to begin the pre-surgery process again and risk the condition worsening during travel. I sent Truetraveller AKA Inter Partner Assistance S.A. of the Czech Republic a solid timeline of events with supporting evidence which proved the urgency of the matter. The response I received was disgusting (email attached). Zero tact or understanding (or feigned understanding). The response looks like a copy and paste template, not even addressing me by name. The policy states a list of pre-existing conditions that don't have to be declared at policy renewal inc. acne which is essentially an accumulation of cysts and much worse conditions such as diabetes and prostate and breast cancer. They will clutch at straws to find any excuse not to pay out genuine claims. I'd hate to imagine being in a place like the USA with this joke of a company as my insurer.”

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Posted 2 years ago

Hi There are times, unfortunately, where claims are denied. This customer has gone into a lot of detail about his claim, but we would like to clarify a couple of points. First off, our insurer is AXA, one of the largest insurance companies in the world, and are a French company. Inter Partner Assistance is one of the Underwriting companies in the AXA Group and are based in Belgium. The assistance service we use is AXA Assistance in the Czech Republic. AXA do not have an assistance service in the UK. We do state this clearly on our FAQ’s and on the Claims pages of our website. When you buy a travel insurance policy, you must declare any pre-existing conditions you may have. In our medical screening section, which you must complete when you buy a policy, it states the following: “You must declare any pre-existing medical conditions you may have. If you fail to declare any medical conditions, this may mean any claim you may need for medical treatment abroad may not be covered.” As this customer has stated in their review, a lump appeared on their skin in October 2021 which they received medical treatment for, and then they took out a new policy in January 2022. They elected not to declare this condition, so as a result AXA turned down the claim. Had they declared the condition, then the claim would have been met. We deal with AXA on an almost daily basis, and where there is possibly some ambiguity whether a claim should be paid or not, we always veer on the side of the customer. However, in this instance, it is a very clear decline, and we can only urge people when applying for travel insurance, from any company, to always declare all your medical conditions. This customer received a formal denial of his claim from AXA after a great deal of correspondence, and we have also written to them. Our paid claims ratio is well in above the industry average, and we really don’t like having to refuse a claim. However, premiums are solely based on claims paid out, and should we pay out on each claim even when it isn’t valid, would just mean increasing the prices for everyone. The True Traveller

Posted 2 years ago

“Straightforward, clear insurance. Have used them for a few years now. Thoroughly recommend. Always helpful on the phone. My son also used them whilst in Canada for 2 years and they settled his claims swiftly with no quibble.”

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Posted 2 years ago

True Traveller is rated 4.8 based on 1,951 reviews