Just Travel Cover Reviews

Name: Just Travel Cover
Address: Victoria House, Toward Road, Sunderland, United Kingdom
Rating: 4.66

4.7 Rating 20,030 Reviews

95 %

of reviewers recommend Just Travel Cover

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Phone:

0800 294 2969

Email:

marketing@justtravelcover.com

Location:

Victoria House,
Toward Road,
Sunderland
United Kingdom
SR1 2QF

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Just Travel Cover 5 star review on 21st January 2025

Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Your computer system crashed at the point of my paying for my policy - took 2 days to re-establish the connection although I was kept informed at regular intervals. Unfortunately, for we folk in the south of England, your operators all seem to have very strong north country accents which we find very difficult to "hear" (this is a comment expressed by several of my friends dealing with Stay Sure) - perhaps a bit of staff training and a request to speak more slowly could help to solve the "problem"? Hope this is not politically incorrect!!!”

Helpful Report

Posted 7 years ago

Hi Mrs Creed, Thank you for buying your insurance with Just Travel Cover and for taking the time to leave us a review. Our company is in fact based in the North-East of England and I hope you agree that we should all be proud of where we come from, although we do try to tone down our accents when speaking on the phone. I'll pass your feedback to our trainers and request that they listen to your call, in particular your concerns about the speed at which we spoke and arrange for any necessary training. We hope you have a great trip! Kind Regards, Michael

Posted 7 years ago

“Didn't get confirmation email of the purchase. No documents in online portal. Otherwise good prices”

Helpful Report

Posted 7 years ago

Hi Mr Clutterbuck, Thank you for your feedback and for purchasing with Just Travel Cover. I can see that my colleague has re-generated your documents and they are now displaying in your online account. We apologise for the minor glitch. If you need any further assistance then please do not hesitate to get in touch. We hope you have a great trip! Kind Regards, Michael

Posted 7 years ago

“No policy was sent via e-mail as I expected so I called your centre and was told the policy would be sent out to me. I expected the policy to be an attachment so that I could print it off and take with me on the trip but it was just a link to my account. When I access the link and log into my account the policy, AUA/JT/200461/2018, is listed but there is still nothing to print.”

Helpful Report

Posted 7 years ago

Hi Mr Doyle, Thank you for taking the time to leave us a review. I apologise for the confusion, we no longer email policy documents due to the upcoming changes in the data protection regulation. The documents are now stored securely in your online account. Please click on the policy number and this will give you access to your documents, they are all in PDF format - you can then print once they have been opened. Please do not hesitate to get in touch if you require any further assistance. Kind Regards, Michael

Posted 7 years ago

“After previous excellent performance I recommended you to my 3 sisters We all purchased cover that’s 4 amounts Not one of us had email confirmation. We all have had to phone you for the documents to be emailed. The sisters are very unimpressed I was disappointed that even I who have had previous insurance found difficulty when on phone even talking to customer service when I was finally connected getting the email sent”

Helpful Report

Posted 7 years ago

Dear Mrs Young, Thanks for taking the time to leave a review, and thank you for recommending Just Travel Cover to your family. I'm sorry you did not have a good experience and have taken a look at your account. I can see that the account is active (meaning you have created a password and activated it) and that your documents have been uploaded into the online customer area. Are you now able to see these? Once the policy is confirmed you will receive an email explaining how to set up your account and access the documents - we can also post the document out if you would prefer. If you or any of your sisters would like to call our customer services team please call 0800 294 2969. Thanks Dale

Posted 7 years ago

“2 things 1 we were unable to open an account as no password was acceptable 2 I tried to put in a discount code news18 as given by a previous email from yourselves and wasn't accepted then the next day another email arrived with the same offer/code”

Helpful Report

Posted 7 years ago

Hi Mr Farrell, Thank you for taking the time to leave us feedback. I'm sorry that you had problems setting up your online account, I can see that my colleague sent a copy of these in the post. Please note that we take protection of our customers data very seriously and they system will only allow you to enter a secure password - containing a minimum of 8 characters, 1 of which must contain at least 1 upper case letter, 1 lower case letter, 1 number and 1 punctuation mark. The discount code was valid at the time of purchase and I'm sorry that you could not apply this - if you called us we could have applied this over the telephone. If you have any other queries please get in touch. We hope you have a great trip! Kind Regards, Michael

Posted 7 years ago

“I took out a policy, paid for it, got an email confirming it, got no documents so telephoned and the advisor said she would send them. I got an email with no documents, so phoned again, got another email but still no documents. I then lost all faith in your company, if you cannot get this right would you handle any claim in an efficient way?, I felt it better not to risk it so cancelled the policy.”

Helpful Report

Posted 7 years ago

Dear Mr Knowlton, Many thanks for taking the time to leave a review. All feedback is extremely important to help us as we strive to improve. Historically we have always sent policy documents via email but due to changes in legislation and in the interest of security we can no longer do this. The safest way for you to access your documents is via your online account which can be activated once you purchase your insurance from us. I have checked your account and can see that originally the documents had not generated automatically as they should have. Please accept my apologies for that; we should have re-generated your documents and checked to see that you were then able to access them, as well as offer to send your documents free of charge in the post. I have taken the time to reiterate this to our training team this morning who will in turn relay to our customer service team. I do understand your frustrations and I sincerely apologise you did not have a good experience or get the service expected this time round. We have undergone a lot of change recently in an attempt to make accessing documents safer and easier, but I understand this was not your experience. We do hope you will return to us for insurance for your next holiday - as we compare many insurers we can often get the specialist cover you require for your budget. Thanks Dale

Posted 7 years ago

“Never received a confirmation email and documents for the policy I purchased. So not sure if cover is in place and on what terms. Credit card was charged though. Very disappointed.”

Helpful Report

Posted 7 years ago

Hi Mr Khairov, Thank for your taking the time to leave a review. I can see that my colleague has sent your documents in the post. However, I have checked your account and can see that your documents have been uploaded to your online account but you have not activated this. I have re-sent the activation email to you today - you will just need to click 'retrieve documents' and then follow the steps. The documents can be accessed securely online 24/7 using the password that you will create. Please do check your junk/spam folder just in case the email has gone in there - unfortunately this can happen with some email accounts. If there is anything else we can help with please do let me know. Kind Regards, Michael

Posted 7 years ago

“I spent 25 mins on hold before I was put through to a sales rep. This lady was very helpful but she forgot to send me the e-mailed docs. I rang back (spoke to a man) and was sent them via e-mail. I have not been able to access these docs due to a password problem. I have spoken to Conor twice and he said he would send them in the post (takes 3-5 working days, over Easter). I hope I get these docs today. I have never had a problem before with accessing documents but your new system means they are password protected. Every single password I entered was invalid regardless of how many caps I used or punctuation marks. Very long winded. Hope this does not happen again.”

Helpful Report

Posted 7 years ago

Hi Mrs Harris, Thank you for purchasing your travel insurance with us and for taking the time to leave a review. I apologise that you had problems setting up your online account and password. We're conscious about our customers data so the password you enter must be secure and contain at least 8 characters, at least 1 upper and lower case letter, 1 number and 1 punctuation mark. It cannot be a word like password or something easy to guess. I think this is now becoming more common when creating an account with a company. I can see that your account is now active and my colleague sent a copy of the documents in the post. If you have any other queries then please do get in touch. We hope you have a great trip! Kind Regards, Michael

Posted 7 years ago

“You have not sent me an email with the documentation attached for my holiday”

Helpful Report

Posted 7 years ago

Hi Mr Dennis, Thank you for purchasing your travel insurance with Just Travel Cover. I'm sorry that you're having a problem accessing your document. As you have used the same email address as your partner I've merged your accounts, now when your partner logs in you should have access to both sets of documents. Please get in touch if you're still having difficulties. We hope you enjoy your trip! Kind Regards, Michael

Posted 7 years ago

“Took out more expensive policy and cancelled other no refund as yet rang no apology still not received one policy from 8 March Poor customer service”

Helpful Report

Posted 7 years ago

Hi Mrs Shunshion, Thank you for purchasing your travel insurance with Just Travel Cover and for taking the time to leave us a review. First let me apologise for the inconvenience caused. I've sent you a private message with an update on your refund and documents and please feel free to get in touch for more information. We hope you have a great trip. Kind Regards, Michael

Posted 7 years ago

“Initially, in fairness, everything was fine! The quote was a good one and I was happy to accept it. However, the problems started when I went to print out my documents. It named me as 'Mr Myfanwy Scott ' instead of 'Mrs'. I rang to explain this and I was assured that it had been altered. I went back on the website to print them , but it still showed that it was incorrect. I decided to wait 10 minutes, just in case, and tried again. Same result. So, I rang back and explained the problem. Once again, I was assured that it had been altered. Again I looked on the website, and waited 10 minutes again. Same. I waited overnight. Same. When I rang the following morning, it was discovered that the problem was that although the covering letter had been changed, new documents had not been generated. She did so, and finally the documents showed me as a Mrs'! So all is well, that ends well, but it was a long and frustrating journey!”

Helpful Report

Posted 7 years ago

Hi Mrs Scott, Thank you for purchasing your holiday insurance with Just Travel Cover and for taking the time to leave us a review. I'm sorry to hear about your experience on this occasion. We pride ourselves on our customer service and this is not up to our usual standard. I've raised this with our customer service manager and I've asked that your calls are reviewed and to arrange for the necessary training for the staff in question. I apologise once more and hope that this does not deter you from purchasing from us in future. We hope you enjoy your next trip! Kind Regards, Michael

Posted 7 years ago

“Ridiculous price quoted for 1 week cover in Cuba. Found cover elsewhere for 1/4 quote.”

Helpful Report

Posted 7 years ago

Hi Mr Cranmer, Thank you for taking the time to leave us a review. I'm pleased that you managed to find a suitable policy elsewhere. Please can I ask you to take a minute to double check your documents to make sure that you have adequate cover, as sometimes cheaper products offer inferior cover. We would welcome the opportunity to offer you a price for your future adventures. We hope you have a great trip! Kind Regards, Michael

Posted 7 years ago

“The cost of a years insurance has more than doubled without any of my details changing.”

Helpful Report

Posted 7 years ago

Hi, Thank you for your repeat custom and for taking the time to leave us a review. I'm sorry that you saw a large increase in your annual insurance compared to the price you paid last year. However it looks like my colleague made another suggestion to help you save money this time around. Please do not hesitate to contact us if you would like any further information. We hope you have a great trip! Kind Regards, Michael

Posted 7 years ago

“you did not listen too opinionated do not listen to customer only what you cannot offer dont do this dont do that only want to squeeze as much money as you can ...DO NOT CARE ABOUT THE CUSTOMER OR THEIR NEEDS GREEDY>>>>>>>>>CANNOT SAY THIS WORD BUT HOPE YOU GET THE GIST”

Helpful Report

Posted 7 years ago

Dear Mr Toal, Sorry to hear you were disappointed with the service you received in our call centre. We have investigated this internally as we do not receive comments of this kind and in fact pride ourselves on customer service, something which is backed up by the amount of positive reviews our customers leave. Our Customer Service Manager tried to call you earlier this week to discuss. If you would like to discuss via phone in any further detail please do let us know. Thanks Dale - marketing manager.

Posted 7 years ago

“After years of being a customer.our insurance quote was almost 50percent up on last years quotes. Not good!,”

Helpful Report

Posted 7 years ago

Hi Mr Binns, Thank you for purchasing your travel insurance with Just Travel Cover and for your repeat custom. I'm sorry that you have seen an increase in price this year. I can see that this is due to the last policy being arranged prior to your birthday and a slight difference in the medical from last year. I hope this goes a little way to explaining the reason for the increase and we hope you have a great trip! Kind Regards, Michael

Posted 7 years ago

“Was not happy how much insurance had gone up since last year , I was not wanting to shop around so just went with price giving , having used this insurance for a number of years I felt loyalty meant nothing to them, I will definitely be shopping round next time.”

Helpful Report

Posted 7 years ago

Hi Mr McNeil, Thank you for your loyalty and for taking the time to leave us a review. I'm sorry that you have seen an increase in your premium this year, however please let me assure you that your loyalty is greatly appreciated! As a business a large portion of our customers are repeat customers or recommended by someone who has bought from us in the past. I have authorised a discount off your next purchase with us - please quote your current policy number to claim your exclusive discount. We hope you enjoy your holiday! Kind Regards, Michael

Posted 7 years ago

“Very disappointed that my insurance to the same destination, with the same medical background from 2016, had risen from £97 to £333. I understand that l am two years older( 77 ) but l find this price questionable. Could someone please explain.”

Helpful Report

Posted 7 years ago

Hi Mr Seymour, Thank you for taking the time to leave us a review and for your loyal custom. I'm sorry that you have had a raise in premium over the years however there are a number of factors which increase the cost of insurance premiums. As you have pointed out age is a factor along with medical conditions. Other factors which we have no control over are frequency of claims, general inflation and the weak pound. The majority of claims are paid in Euros or Dollars and the strength of the pound is a factor. Exchange rates are not great at the moment, which means claims costs are more expensive that they were two years ago. We constantly compare our prices to our competitors and we find that we are competitive for the majority of customers. I hope this goes a little way to explaining the reasons for the increase in premium. We hope you have a great trip! Kind Regards, Michael

Posted 7 years ago

“When I read through the policy it was wrong. It said that I had a medical condition that I didn't have. Im know waiting for an agent to call me back to correct the policy. This was clearly a mistake by your agent, obviously he pressed the yes answer to a question when the answer was NO.”

Helpful Report

Posted 7 years ago

Hi Mr McDonald, Thank you for taking the time to leave us a review and for purchasing your travel insurance with Just Travel Cover. I'm sorry there was an error on your policy and I can see that we have since been in contact to correct your policy. If you have any other queries please feel free to contact us: Telephone 0800 294 2969 Email admin@justtravelcover.com We are also available via webchat at justtravelcover.com We hope you have a great trip! Kind Regards, Michael

Posted 7 years ago

“It could have been so much better!I was a bit confused over some of the medical questions but instead of patiently explaining this to me he just kept repeating the question as if I was a small stupid child !”

Helpful Report

Posted 7 years ago

Hi Mrs Carnaghan, Thank you for taking the time to provide us with feedback and we appreciate you purchasing your travel insurance with Just Travel Cover. I'm really sorry that you had a poor experience when speaking to us on the telephone. I've passed your comments on to a senior manager who will listen to the call and arrange for the necessary training to ensure we provide a better service in the future. We we're recently crowned the UK's 'Best Travel Insurance Provide 2017' so we do take our customer feedback very seriously. We hope you have a great holiday! Kind Regards, Michael

Posted 7 years ago

“I was given poor information about the cover for walking on the Inca Trail which is over 3500 metres and am still awaiting a resolution. The policy sent is useless to me and does not meet this need which I made plain in my discussion”

Helpful Report

Posted 7 years ago

Hi Mrs Foster, Thank you for taking the time to leave us a review and for purchasing your travel insurance with Just Travel Cover. I apologise for the confusion and inconvenience caused. I can see that my colleague has been in touch with you to amend your policy accordingly. If you have any further questions please do not hesitate to get in touch: Telephone 0800 294 2969 (open 7 days a week) Email admin@justtravelcover.com You can also contact us on our website via web chat justtravelcover.com We hope you have a fantastic adventure! Kind Regards, Michael

Posted 7 years ago

Just Travel Cover is rated 4.7 based on 20,030 reviews