I have not had to make a claim through True Traveller - all I can speak of is their ease of use and customer service so far is definitely 5 stars. I am already travelling and when there was confusion around brexit I phoned them and we got to the bottom of if I was able to be covered very quickly, the lady had to ask a manager and with a few more clarifying questions it was resolved. But the real great thing is their website - you can log in and extend your travel insurance as you plans change really easily, don't even need a passport, just your surname and DOB will take you straight to your profile. You can extend your travel insurance and amend it really easily. Thankfully I have not had to make any claim so CANNOT speak for that part of the service, however, the customer service and ease of use I have received so far is truly excellent.