True Traveller Reviews

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

4.8 Rating 2,459 Reviews

97 %

of reviewers recommend True Traveller

Company Reviews

Info

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:

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

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

English

“As long as you don't offer an opt out link in your email I would like to give you 0/5 stars. And why ask for a review when I've had your insurance for a day?”

Helpful Report

Posted 1 month ago

Thank you for your feedback. On the insurance confirmation page, when you bought the policy, we gave you the option to opt out of receiving review emails. The reason there is no unsubscribe link in the review request email itself is that we only send one review request, not a series of follow-up emails. The review request relates only to the buying process and your experience arranging the policy. It is not intended to ask you to review the insurance cover itself after just one day. In the event of a claim, customers may separately be asked to review their experience with their claim consultant. We have now blocked any further review emails from being sent to you. We have also registered your review as a complaint, and it will be included in our next return to the regulator. The True Traveller Team

Posted 1 month ago

“The insurance itself is just what I need, but it's quite a bit more expensive this year than it was last year for the same policy.”

Helpful Report

Posted 1 month ago

Dear Mr Nunn Thank you for your review and for continuing to insure with us. We’re pleased to hear the cover itself is just what you need. You are right that our multi-trip premiums increased in March, which was the first increase we had made in three years. In your case, the renewal price was also affected by reaching a milestone birthday, which means an age-related loading is applied by the insurer. We appreciate that any increase is disappointing. If you feel the new premium no longer offers the right value for you, you do have a 14-day cooling-off period, during which you can cancel the policy in line with the policy terms. This also gives you the opportunity to compare cover elsewhere and decide what works best for your needs. Thank you again for your feedback and for choosing us. The True Traveller Team

Posted 1 month ago

“I had to unfortunately submit a claim for medical expenses whilst on a ski season in Canada, true traveller acted promptly in relation to my claim and assinged me a claim handler who always responded in a timely manner. When asking true traveller to settle my medical bills, I provided all required information which I had recieved directly from the hopsital. I was told that I would need a full medical report for true traveller to settle this on my behalf, but if I was willing to pay out the £3,000 myself, they would reimbuse me immediately. I asked them to clarify why there was a difference in process, as I wanted to ensure that I would be able to be reimbused. They were unable to provide any reason for this, and eventually settled the claim directly with the hospital. We got to a result that I was happy with, but it was a long and drawn out process.”

Helpful Report

Posted 4 months ago

Hi there Thank you for taking the time to share your experience. We’re pleased to hear that our team responded promptly and that your claim was ultimately resolved to your satisfaction. In this case, there were two possible ways to settle the medical bill. If the customer chooses to pay the hospital directly, we can often reimburse the cost very quickly once the required documents are provided. However, when the insurer pays the medical provider directly, the hospital and insurer may require more detailed medical documentation before payment can be issued. This can sometimes take longer, particularly in countries such as Canada where providers often request additional reports. We appreciate your patience while the necessary documentation was obtained, and we’re glad we were able to settle the bill directly with the hospital in the end. If you ever need assistance in the future, our team will always be happy to help. The True Traveller Team

Posted 4 months ago

“It was the best price on offer, for a four month trip and being plus being 60+ years of age. That said it is still far to expensive and I did consider going without any insureance. The cost of this travel insurance is equal to the cost of my return flight too Vancouver from London England.”

Helpful Report

Posted 6 months ago

Thank you for sharing your thoughts. We’re pleased to hear that we were the best-priced option available for your four-month trip. We understand that the overall cost can still feel high, particularly for longer trips and travellers aged 60+. However, insurance often only truly shows its value if you need to make a claim, when the potential costs of medical treatment or repatriation can far outweigh the price of the policy, particularly in North America. We hope you have an enjoyable visit to Canada. Team True Traveller

Posted 6 months ago

“I would have said the experience with TrueTraveller is good until the email saying that customers need to phone them if they want to make a claim or else the claim might be denied or the amount reduced. The message said online contact won't be accepted and they won't call a customer. This means that we always need to have the means to make a long distance call just in case. They don't call customers back either according to the email. Why would TrueTraveller create a complication like this for a time when someone is sick or injured? Why can we talk with a person via WhatsApp and the TrueTraveller chat to buy the insurance but not if we need to make a claim? I am so annoyed by this that I am giving an otherwise 5 star experience 3 stars.”

Helpful Report

Posted 7 months ago

Hi there We believe you may have misread the claims information email we sent, so we would encourage you to review it again carefully. WhatsApp is used by our sales team purely as a messaging tool, but it does not work with PBX phone systems. In addition, it is not secure for medical assistance cases, so it cannot be used for this purpose. AXA is able to call, and do call, policyholders back at any time, 24 hours a day. However, if you have purchased a local SIM card, they may be unable to reach you, and you may also be unable to call them. For this reason, we recommend using a global eSIM. Please note that we cover the cost of any calls made to AXA as part of a valid claim. In short, a regular phone call will always work, and we pay for those calls. WhatsApp, on the other hand, will not work without a data connection (WiFi or mobile data). Looking ahead, we expect that within the next month or so - provided you have a signal - a new feature will appear on the Wallet Certificate you download to your mobile device, allowing you to make calls directly from there. Once testing is complete, we will notify all our travellers, and the update will appear automatically. The True Traveller Team

Posted 7 months ago

“I use them for years with my wife. Not sure if they are my choice for need time. They are getting more and more expensive and they don't cover the most important things anyway. I hit flight cancelled bit they didn't cover because it wasn't the flight from my country of Origin. Why then they offer this option for extension of their policy? My baggage was damaged, same thing. There is more. Insurance companies always find a reason why not fulfill what they promise.”

Helpful Report

Posted 8 months ago

Thank you for taking the time to share your feedback. We’re genuinely sorry to hear that you’ve had a disappointing experience, especially so soon after taking out your cover with us. That’s never how we want our travellers to feel. Just to clarify a few points that may help: our prices have remained the same since 2023, and baggage cover is optional — but when it’s included, you’re able to submit a claim for damaged baggage. Regarding flight delays, travel insurance can only compensate for delays on your first outbound flight from home and your final return flight. For all other delays, airlines are responsible for providing support such as meal vouchers or hotel accommodation when required. We truly regret that we haven’t met your expectations on this occasion. As many of our other reviews mention, when customers do need to claim, we work hard to ensure the process is fast and straightforward. Thank you again for your review, and we hope your future travels go smoothly. The True Traveller Team

Posted 8 months ago

“Very easy to use and set up , just think it’s ridiculous that my quote doubled as I had to add the adventure package on to cover stunting for my cheer leader daughter it should like it once was be included in the normal package under cheerleading”

Helpful Report

Posted 9 months ago

Hi there Thanks for your message. Yes, adding activity packs does increase the premium. When it comes to cheerleading, stunting is considered higher risk (based on previous claims), so the Adventure Pack is required for full cover. We understand this might not be ideal - cheerleading isn’t covered by many travel insurers - but if you’d like to use your 14-day cooling-off period to cancel and receive a refund, just email our team and we’ll be happy to arrange that for you. True Traveller

Posted 9 months ago

“Quite straightforward , whoever I spoke to was very pleasant but overall expensive for just a flight with a two day stopover. ( 156 pounds GB)”

Helpful Report

Posted 11 months ago

Hi there Thanks for your feedback. We understand travel insurance can feel expensive at times. Premiums are worked out individually and are mainly affected by your age and any pre-existing medical conditions, as these increase the risk of needing treatment abroad. As your policy has now ended, we’re unable to review the cover in detail, but we always aim to keep prices fair while making sure travellers are properly protected. The True Traveller Team.

Posted 11 months ago

“Process of purchasing the insurance was straightforward and easy. Just disappointed that they did not allow me to cancel the insurance a couple of hours after I purchased it when I realized I would not be able to make the trip.”

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Posted 1 year ago

“I have never had to claim, I have however used them for a few years when my child travels with her sports team. This year I was given a quote online and when I actually did it the following week the price had increased, it actually doubled, which will obviously make me shop around next year.”

Helpful Report

Posted 1 year ago

Hi Thank you for your feedback. We understand that unexpected pricing changes can be frustrating and it's great to hear you’ve been with us for a few years. Prices can fluctuate due to various factors, including changes in risk assessments, so we always recommend checking pricing close to your travel dates. We appreciate you taking the time to share your experience, and we hope to provide you with a better experience next year. The True Traveller Team

Posted 1 year ago

“I am disappointed that True Traveler have not responded to my queries. I was insured for a year and renewed for another but because I was in Argentinia with bad internet and I did not see the renewal notice which was in my trash folder I did not receive any support from the insurance. I emailed them but was ignored. I still believe true traveler is competitive and I had previously had good response for instance adding trekking to the policy when in Nepal. I did not experience this support at my renewal and I still await a response to my last 3 emails. I did not need to claim and hope I don’t need to but it be nice if their customer care reversed back to the excellent service it was.”

Helpful Report

Posted 1 year ago

Hi Martha TT continues to reply to all emails we receive before 6pm London time, the same day, every single day of the year. We did respond to your earlier emails to us this week, and I have just sent these again. They are showing as delivered, so please check in your Junk or Spam folders, or search for "sales@truetraveller.com". I'm very sorry that, due to poor connectivity, you couldn't take out an extension policy in time to secure the extension discount, but as our systems are linked to the AXA systems, we also have no way of applying the discount in retrospect. The True Traveller

Posted 1 year ago

“I haven't had to claim anything yet so when you buy insurance your not fully convinced until you have to claim. Also if your under a certain age you get better deals for a year , so if like me your over that certain age it's very expensive , please consider us also, the mobile non geriatric group of us who are out there tracking , motorcycling around the world and not dead on our knees”

Helpful Report

Posted 1 year ago

“Haven't been offered any discount even if is not first time using this service. Also there is not many option available for setting the parameters of the trip... Sometimes might be a combined trip on different times different activities but is available to include them all at once so I have to book separate insurance for different days and even different insurance company”

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Posted 2 years ago

“Quick thorough service but prices were very high. I felt a little exploited”

Helpful Report

Posted 2 years ago

Hi there We're very sorry to see your review, and see you took our cover out when abroad. We're one of the very few insurance companies who do this. You did choose to take out our Traveller policy, and chose not to take out the budget True Value policy instead. We do have a £6.50 fee when people are already abroad, as I'm afraid costs are higher due to some fraudulent claims which sometimes are partially settled. True Traveller

Posted 2 years 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.”

Helpful Report

Posted 3 years 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 3 years ago

“Medical coverage is good, and for a general travel they meet a lot of the criteria. However if a tech age where people have many devises, phone, camera, smart watch tablet, laptop etc this area is majorly lacking. Low single item coverage Limits and overall low coverage value for your electronics means that your truly expensive gear won’t be covered. Their advise would be to go to another provider for electronics but the reality is most people don’t want to get insurance out from two or three companies they want want to reduce the hassle get it from one. You can add on specified items but only top tier covers you for more than about £400 most gadgets in 2022 exceed this value but some margin.”

Helpful Report

Posted 4 years ago

Dear Mr Evans Thanks for your review, and we’re very sorry to learn that you’re disappointed with our product. First and foremost, travel insurance is there for emergency medical issues, with everything else added on. For TT, depending on which policy is chosen, baggage cover ranges from £1,000 to £2,500, with the valuables element from £200 to £400. We also have a specified item cover, where travellers can add on up to 3 specified items, and those can each be insured to £450, or £750, depending on the policy chosen. Baggage cover with us is optional, as many long-term backpackers have strict budgets and are only concerned with medical costs, and short-term travellers rely on their home contents insurance. We’re not permitted to advise people where they should buy their insurance from, as we don’t know the terms and conditions of other insurers offerings. The True Traveller Team

Posted 4 years ago

“Only just got this policy so until I would need to use the policy I can't really comment other than True Traveller was a good bit cheaper than their competitors and going through their packages they seem to have covered everything”

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Posted 4 years ago

“I've no idea how good True Traveller are. They've taken my money and answered a query promptly but as I haven't had reason to claim I really don't know so middle of the road 3 stars it is.”

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Posted 4 years ago

“Overall an impressive organisation and it's reassuring to be covered by TrueTraveller. My only negative point is that I had a minor treatment for a bad back (just 2 sessions with a chiropractor) and my claim was considered invalid. Apparently I should have visited a doctor first who would then have advised a visit to a chiropractor. (This seems fairly illogical since then I would have been applying to reimbursement for a doctor PLUS a chiropractor). This is my reason for only giving 3 stars but apart from that I'm happy...”

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Posted 5 years ago

Dear Mr Eveleigh Thanks for your review. Travel Insurance, unlike private health insurance, is there for urgent and unexpected medical assistance, and not for ongoing issues or minor medical issues. To ensure that physiotherapy treatments are not taken for non-urgent complaints, you will find that travel insurers will ask for a referral from a medical professional first; much like what happens if you try to get physiotherapy treatment on the National Health Service We do state this in the policy wording and on the claims page on our website. We have no problem in paying for physiotherapy referrals as in the long run, it keeps claims costs down, and premiums. The True Traveller

Posted 5 years ago

“Don't ask me to review a travel insurance policy until I've made a claim. Yes the site is glossy, attractive and it works really well, and the process of taking my money is seamless, but the true test will be if I have to make a claim, which in my experience of other travel insurance companies is an absolute nightmare. Anyhow, I have nothing bad to say about True Traveller, but also I haven't actually used them to make a claim, so my point here is that this review and most of the others are utterly pointless.”

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Posted 5 years ago

True Traveller is rated 4.8 based on 2,459 reviews