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True Traveller Reviews

4.8 Rating 1,775 Reviews

99 %

of reviewers recommend True Traveller

Company Reviews

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!

Visit Website

Phone:

0333 999 3140

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

Anonymous

Anonymous // 01/01/2019

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

“Escaped covering me on an FCO wording technicality. Won’t give me my premium back as cancellation insurance essentially worthless. If the government says you can only go if essential then that isn’t enough. I chose carefully at the time expecting to be covered by alas no. I won’t be renewing. Buyer beware. They will try to wriggle out over any technicality.”

Posted 3 years ago

Hi This customer booked a holiday and it was cancelled by the airline. Under those circumstances the airline refunded their money in full. They did initially contact us about a cancellation claim, and we did point this out to them that if flights are cancelled by the airline, it is the airline who arranges the refund. Cancellation cover on travel insurance covers you not being able to travel due to illness, redundancy etc. We also asked multiple times for details of the holiday to see if we could assist with anything, but nothing was forthcoming. The last contact we had with this customer was last October when they emailed in with the following: "You have been incredibly kind and lovely when you have such a difficult job. I know it isn't you who is making this difficult. Thank you for trying so hard - I really do feel you care. " So it wasn't an escape of not covering. It was the fact there wasn't a claim at all. The True Traveller

Posted 3 years ago

“True Traveller is a breath of fresh air in a world gone extreme and changeable. As countries are closing their borders and some of use are on unplanned extended journeys. True Traveller has brought a peace of mind knowing that it truly supports travellers. My original insurance expired, and True Traveller is there to continue protecting with a comprehensive plan. One that understands long-term travellers requirements, through its different packages of protection and a basic policy which covers all but the extreme. As so many global events are out of our control, it is comforting to know True Traveller has my back. It stepped in where others stepped out and provides the option of extending cover if needed. I can not express how reassuring that option is as presently who knows what will happen next week, month. One thing is sure I feel much safer knowing whatever changes occur I'm covered.”

Posted 3 years ago

“Well, I give 5 stars, but in reality, I have never made a claim... so I just don't really know. Getting a quote was east and reasonably straightforward.”

Posted 2 months ago

“True Traveller is my default provider by now for all my summer hiking and winter trekking trips. The web site is very neat and clear and aids easy comparison of cover options, further info is easy to get with a click on the "i" button, the process of buying a policy is simple and they're really helpful if you need to make changes to your cover. What I value most about TT though is that every time I have phoned or emailed them with questions about cover, their people know their policies and know their stuff. That gives me confidence and assurance that I have cover for the particular activities I'll be undertaking. I don't use anyone else now. H. Thomas, Bristol.”

Posted 3 months ago

“We had two pretty straightforward medical situations over a 3-month trip. We called the insurance provider (AXA) for both and received absolutely no support and pretty appalling service in general. True Traveller themselves are completely out of the picture anyway. Made me quite anxious to think what would have happened if we had a more serious emergency and had to rely on them. Would not recommend and would not use ever again.”

Posted 7 months ago

Hi there Being a medical case, unfortunately due to privacy regulations, we cannot comment on any specifics at all. However, there was an assistance case raised with AXA, and an ambulance was called, but the policyholder then cancelled the ambulance. We do urge all customers to read the claims procedure on our website, and we send out an email to all customers once they've started travelling urging them to read it. For minor issues, it states: If you have suffered a minor injury or have suddenly become ill just go to a local pharmacy and ask them for help. However, if you feel it’s so urgent you need to see a Doctor or go to a Clinic, just go. You do not need to get permission from us, so just go to the nearest medical facility. You can ask your hotel for this information, ask other travellers, or of course, you can just "Google" it. Although normally we don’t cover pharmacy costs, you can claim for your Doctors/Clinic fees and costs for any drugs you are prescribed. If the treatment comes to £500/€600 or less, just pay and retain all the receipts. True Traveller

Posted 7 months ago

“The policy was easy to purchase, but when my flight was cancelled and we had to fly out two days later, I contacted them as I was confused about how to claim and in which category. They said that recuperating the cost of the lost nights in the hotel was not really covered, I was lucky I didn't incur a hotel fee due to having to wait 2 nights to fly, but I could "try" to claim in one of the categories (the guidance wasn't very good). I could not even try to claim in the deadline time for delayed departure because the forms are impossible to do on a phone. So basically it covered nothing. Not great.”

Posted 1 year ago

Hi Thanks for your review. Travel insurance covers lots of risks. Medical is the main part, but it also covers your belongings, any cancellation fees you incur if you cancel your trip, and fees if you arrive late at the airport through no fault of your own. It also covers your liability, so if you’re staying in a hotel and damage something accidentally and the hotel want you to pay for it, well you can claim for that. What travel insurance doesn’t cover is risks which are covered elsewhere. If an airline cancels your flight, they must arrange an alternate flight for you or refund you in full. If they cancel within 14 days, they must also offer compensation. That’s the law in the UK and the EU. If you have booked a package holiday, then your travel agent must refund you for the whole value of the package if the airline cancels at the last minute, including hotels, car hire etc. If you make your own holiday arrangements, and book hotels, cars etc., yourself, then you have no rights for any problems which may occur. So, if the airline cancels the flight and you’re get cancellation fees from the hotel, then that’s something you must pay. The airline won’t pay up as this is called “consequential loss”. If it’s all booked with a travel agent, they must put it right by law (The Package Travel and Linked Travel Arrangements Regulations 2018 in the UK, or the EU Package Travel Directive in Europe). Travel insurance also does not cover consequential loss. There is a phrase used by travel agents, which is “Be your own travel agent, and be on your own”. Booking travel arrangements separately can be cheaper than booking a package, but you do then have to accept the fact that if it all becomes unravelled, you may run into difficulties. The True Traveller Team

Posted 11 months ago

“I'm delighted to have found an insurance policy suited to the reality of cross country skiing as distinct to down hill skiing. In addition EU residents can purchase cover. I hope never to have need to make a claim.”

Posted 1 year ago

“Have used True Traveller for years. Consistently comes up cheaper than comparison site quotes, and I love the simple user interface that makes customising your policy really easy.”

Posted 1 year ago

“I would recommend True Traveller for travel insurance as they are competitive pricewise but also very helpful and understanding. I had to change the dates for my trip to Kilimanjaro 4 times due to Covid and they were very helpful with that and respond to emails very quickly.”

Posted 1 year ago

“I spoke to a very condescending and unhelpful sales representative and then on accidentally purchasing the wrong insurance was told there was nothing they could do.”

Posted 1 year ago

Hi Due to Data Protection Regulations, we cannot address this review specifically. However, in general terms, if you’re abroad and need travel insurance, you may take out cover with TT. When you apply, there are very large warnings shown stating that no refunds are available. Of course, there is the 14-day cooling off policy if travel has not commenced, which is available on all travel insurance sales, but when someone is abroad and cover starts immediately, then that 14-day period doesn’t apply. It's somewhat tricky to purchase travel insurance accidentally, as you need to choose where you are, the dates, input your personal details, and then your credit card details, and then go through all the credit card company checks as well. All telephone calls with us are recorded, as is announced on the call introductions and detailed in our Privacy Policy, and this call referred to in this review has been checked by our compliance department, who reported no concerns. The True Traveller Team

Posted 1 year ago

“Really helpful when I needed medical attention whilst in Cambodia. Have already booked again for my next trip. Would recommend”

Posted 1 year ago

“This is how I always imagined a great travel insurance! During my travel in Canada I needed to see a doctor, so I called a number on the website for an assistance. Even when the call was accidentally interrupted, they contacted me immediately after that. They assigned me a reference number right away and sent me a contact to a clinic where I can go. The clinic was not accepting walk-ins, but when I called them they said True Traveller clients are exceptions. They were in constant touch with me, if I need anything or if I have any questions. Everything went pretty well, they proceed my claim and sent me money. I can just recommend this insurance, now I know that I won’t go for any other just True Traveller.”

Posted 1 year ago

“TrueTraveller offers by far the most flexible travel insurance solutions, where practically speaking all coverage is optional, letting you tailor your own insurance cover to the point of feeling absolutley satisfied with only having paid for exactly what you need - and at the best rates around! I called customer service a couple of times, prior to ordering, and was receiving prompt, qualified and clear answers. TruTravellers is the travel insurance I have been wanting since I started travelling, more than 40 years ago - and finally found!”

Posted 1 year ago

“Zero customer orientation - wanted to shorten travel insurance cover by two days and was told there was no cooling off period and changes are impossible to make. We're in the 21st-century guys. Wake up!”

Posted 1 year ago

Hi Mr Hoellein Thanks for your review. As we advised you at the time you booked your insurance, and subsequently, when people take out their insurance overseas, there's no cooling-off period. This is to prevent people using the insurance documents to evidence cover to immigration authorities, employers or tour companies, and then fraudulently try to cancel their insurance down, or have used their Insurance Documents to obtain medical treatment for free. You did have to specifically agree to this condition when you took cover out. To shorten your policy by 2 days would have made no difference to the premium in any event. The True Traveller

Posted 1 year ago

“Very easy and helpful customer service”

Posted 1 year ago

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

Posted 1 year 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.”

Posted 1 year 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 1 year 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.”

Posted 1 year 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 1 year ago

“Not yet travelled but easy to talk to someone on the phone for advice”

Posted 2 years ago

“Excellent company and very efficient. Accidentally chose incorrect insurance for my needs, got in touch and this was sorted and fixed within 24 hours. Great customer service.”

Posted 2 years ago

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True Traveller is rated 4.8 based on 1,775 reviews