True Traveller Reviews

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

4.8 Rating 1,881 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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“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

“I had a terrible experience with this company, I was in a hospital in Mexico and they sent two guarantee letters to the hospital for my insurance so I could be seen and treated. The bill was coming to over $2,500, then after I had been seen and waiting for payment to be sorted to the hospital I was told on the phone I am not covered, I had endless arguments with them from 2am in the morning (this was when I was discharged from hospital after being on a antibiotic drip for 5 hours so I was exhausted and sick) to 9am in the morning, 7 hours!!! After endless arguments and stressful phones calls for 7 hours they confirmed they had made a mistake and then paid the $2,500 bill, this still took 1.30 hours after them agreeing they had made a mistake! The stress and discomfort this insurance put me though makes my stomach turn. They wasn’t going to pay out only I wouldn’t put the phone down and wouldn’t back down! I have never experienced a more frightening time and this insurance did not do there job correctly as I was sitting the the hospital not well, uncomfortable and scared for 7 hours after I had been discharged as they had made a mistake with the insurance!!! Bare in mind this was after them sending two guarantee letters confirming I was insured and the bill would be paid!! I will be looking into this with a solicitor as I am disgusted with the way I was treated!! I was left in a hospital with only 2 people who could speak a little English getting told I can’t leave untill I pay $2,500 as my insurance is not paying out!! After the guarantees letters had been sent. This was the insurances fault and it was one of the worst and scariest experience i had been through. Would not recommend.”

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Posted 2 years ago

Hi We were informed of this case by AXA Assistance, but due to medical confidentially issues we can’t go into any specific detail. However, we can explain how things work generally. True Traveller allows customers to take out their insurance when they’re already abroad, but no claims can be made within 48 hours to avoid fraudulent claims, unless it’s a serious injury caused by an accident, verifiable by an independent witness. We’re one of the very few insurers who allow this to be done. We do highlight these facts very robustly when people take out their policy online, but even so, we do have multiple examples where people take out insurance after something has happened, and as a result those claims are denied. If conflicting information comes to light where it looks like a claim may be fraudulent, then checks must be made to ensure that cases are handled properly. At the end of the day, customers premiums pay for claims, and if we were to start paying out for claims which weren’t genuine, then everyone would have to pay more. In this instance, the claim was paid in full. The True Traveller

Posted 2 years ago

“One of the few which let you take out a policy after your trip has started. Very easy to take out online.”

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Posted 2 years ago

“I've had to make a claim using true traveller while in India and they were absolutely amazing. My girlfriend needed to be transfered between two hospitals with a life threatening disease, a plane turned up with an amazing doctor and flew us right to where she needed to be. They kept me informed the whole time and I'll never use a different travel insurance again”

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Posted 2 years ago

“2nd time I used them but, to be fair, I've never had to claim (and hopefully will never have to) but the buying process is good and very simple”

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Posted 2 years ago

“Straight forward insurance, easy website to navigate. Excellent!”

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Posted 2 years ago

“Always been great for me.”

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Posted 2 years ago

“Easy to use web site, good prices for climbing Kilimanjaro”

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Posted 2 years ago

“Really good user interface, very rezponsive customef service”

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Posted 2 years ago

“Efficient, good price and excellent support”

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Posted 2 years ago

“Easy process and meets all IEC requirements. Sent them an e-mail and they answered very quickly”

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Posted 2 years ago

True Traveller is rated 4.8 based on 1,881 reviews