True Traveller Reviews

Name: True Traveller
Address: 6 Drakes Courtyard, Kilburn High Road, London, London Borough of Brent
Rating: 4.84

4.8 Rating 1,775 Reviews

99 %

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:

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

Mr McConnell

Anonymous

Anonymous // 01/01/2019

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

“I had to use my insurance twice during my 5 month stay in Canada. The first time, I had an awful experience with the whole process. True Traveller (or Axa) needed the medical report from my hospital visit, which is of course standard. I was informed by Axa that they could get the report from the hospital since they had a “local branch”. Took about a week or two before I was informed they could not retrieve it and wanted me to send a "release of information" form to them, which I did. It took me an additional 3 weeks to finally get an answer from True Traveller where they informed me that “it doesn’t makes sense because I saw in AXA’s internal system that they are waiting for a medical report from you”. I.e. Axa never even sent the request for the medical report to begin with, even though they told me every week that they were “chasing it” and “on it”. I was constantly thrown around in a loop and no one at the insurance company could help me, neither did they have any answers. The whole thing almost ruined my entire vacation. Not only was I severely ill, I was completely stressed out for WEEKS because I didn’t get any help and I had the hospital calling me every other day about paying for my hospital visit. Furthermore, once everything was finally paid, some costs were not included. It might have been in the terms, but for taxi up and down to the hospital, tip wasn’t included. Which is standard in a country like Canada if you ever take a taxi (especially when you have to take it for an hour, and the taxi price to begin with is 150$). I also lost several hours of the training course I was taking, but because the awful communication I had before, I didn’t even bother to bring it up with Axa or True Traveller. As a solo traveller who was ill and having to handle all the things by myself without help it was a truly heartbreaking experience. Second time I had to use it was for a dental emergency. This time, I just sent in the cost and it took about 5 days before I got the payment back and no further information was needed. This went very smoothly. I am very torn with my thoughts about True Traveller. In the end, most things got resolved. It’s just the process getting there that was unnecessary stressful. Big shoutout and thanks to Patrik at true traveller for being the only helpful person throughout the monthly long process.”

Helpful Report

Posted 9 months ago

Hi there We can’t reply to this review on an open platform due to privacy regulations, but our Compliance Officer is writing directly to our customer. However, in general terms, if you end up being hospitalized abroad, every insurer does require copies of your medical reports in order to assess the claim. Again, due to privacy regulations, and especially in Canada, insurers cannot get these reports under any circumstances, so they ask the customer to forward them. If this does not happen for whatever reason, then we can get the customer to sign a release and then AXA in Montreal try to get them. However, this lengthens the process by weeks, even months, as, to be blunt, the administration departments of the big health authorities in Canada aren’t great. We do try to turn around all claims which come into TT within 10 working days, and these happen usually much faster. Sometimes, as you can see from other reviews, within 24 hours. However, for international payments, the banks do take a couple of days to credit your account, which we have no control over. The True Traveller

Posted 9 months ago

“I like that you can specify very much with the add-ons and therefor make it very tailored to your needs and affordable. Extra plus that they offer their services while already travelling. Also they reply fast to concerns which is good. However, during this trip and all its Covid chaos I had my long planned yoga retreat cancelled. The organisor is offering me some refund, but I am dissappointed that True Traveller did not show up for me at all. I think they said something along the lines of the cancellation policy only being for the trip itself and since this was a "trip within a trip" I have no right of help. For me, this is still a loss of money, a loss with value - just like loosing my luggage or what not really. I would have appreciated at least some help, sucks to be paying an insurance at these times and then get no support.”

Helpful Report

Posted 3 years ago

Miss Akesson Thanks for your review. Cancellation cover on travel insurance policies only covers you for cancelling your holiday, and all parts within it, before you leave your home to start travelling. So, for example, if you have an accident at home before you leave, or you become ill and can’t travel, then your travel insurance steps up and covers the cancellation fees up to the limits shown on your policy you will no doubt incur from airlines, hotels etc., at having to cancel. In the middle of a holiday, if you need to come home early, again due to illness, or a close relative becomes ill which necessitates your early return, you can claim for curtailment. Again, this covers you for any non-refundable costs which you may have incurred as a result of coming home early. So, curtailment covers cancellation after you’ve left as well. In the current Coronavirus Outbreak, lots of tour operators, hotels and airlines have had to cancel their services. In most situations, they have refunded their customers. However, there are a growing number of airlines and travel companies, and indeed now Yoga Retreats, who aren’t doing this. They have taken your money and have not provided a service. This is illegal. I understand from the media that many class actions lawsuits will start soon against many companies who are refusing to refund customers who have paid them money for a service they did not provide. I’m very sorry your Yoga Retreat is being so unreasonable, and in fairness, it’s they who deserve a bad review, not us. The True Traveller

Posted 3 years ago

True Traveller is rated 4.8 based on 1,775 reviews