True Traveller Reviews

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

4.8 Rating 1,773 Reviews

99 %

of reviewers recommend True Traveller

Company Reviews

Metrics

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:

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

“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 11 months 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

“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 1 year 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 1 year 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”

Helpful Report

Posted 2 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.”

Helpful Report

Posted 2 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...”

Helpful Report

Posted 2 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 2 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.”

Helpful Report

Posted 3 years ago

“Have been using them for a few years. Policies are easy to renew from abroad. Get a discount if you renew before the expiry, which helps with what to me seem like limited value for money in most coverage areas aside from medical. Would be nice if the activity package options were organized differently, so if you wanted to only go skydiving, you aren't also paying premiums for a bunch of other things you aren't planning on doing. Made one claim which went smoothly, though age-based depreciation is applied to lost items regardless of condition. Probably normal in the industry I guess. Customer service is pretty good on timely replies and details about the coverage.”

Helpful Report

Posted 3 years ago

Dear Mr Sanderson Thanks for your review, and thanks for taking out cover with us yet again to cover you on your travels. You’ve raised a couple of interesting points here, which we’ll answer for your benefit, and other readers of Reviews.io. You’re correct in that travel insurance is predominately an accident and health policy, with several bolt ons. The claims experience is weighted massively towards the medical side of things, but we still pay out thousands of claims each year for baggage and liability, and this year especially, lots of cancellation and curtailment claims. Travel Insurance is a policy where losses are on a replacement value, and we do publish the depreciation tables on both the FAQ’s and the Claims page on our website. Less than 50% of people take out the baggage cover anyway, as short-term travellers use their home contents insurance, and long-term backpackers may only really be concerned with big ticket items, like hospital bills. The activity packs are underwritten based on just one of the activities being used, with the others being thrown in, and not the other way as you suggest. On short journeys, people tend just to use one of the packs, for example high altitude trekking, and nothing else. Likewise, if someone is going on a scuba diving trip, they’ll predominately just be doing scuba diving. On longer trips, people may well do several activities, or indeed, for example, go scuba diving every day for a year. We do include one tandem skydive, as well as one solo skydive, under the standard activity pack which is included in every policy. It’s a very popular activity for backpackers in New Zealand to do a tandem skydive. For more jumps than this though, one must upgrade the activity pack as musculoskeletal injuries are common with skydiving. Thanks for your comments about us replying to your enquiries. We do have an internal rule where we reply to all emails on the same day if received before 6pm London time, and the following day if received overnight, 365 days a year. Safe travels! The True Traveller Team

Posted 3 years ago

“Very easy to contact and quick to respond. Making a claim takes a long time though.”

Helpful Report

Posted 3 years ago

Hi there Thanks for your review. We did check with our claims service, CEGA, why your claim took a long time, as they have a 10 day limit to settle all claims, unless they're very complex or the customer doesn't provide evidence. You made one claim, and one claim is being processed right now. Both are well within the 10 days, but your first claim was delayed a little as you provided incorrect bank details for reimbursement. Also remember, if you ever think you are not being treated fairly by the claims service or they're being too slow, always just get in touch with TT. The True Traveller

Posted 3 years ago

“It was easy to understand the website. My screen froze when it came time to book. I used the chat facility instead. I had problems with the ‘something to declare’ section: my original policy did not charge me extra, but the extension (all details EXACTLY the same) charged me an extra fee. This makes me unsure about the knowledge of the people I spoke to - one of them must have been wrong, but which one? Was it the original person, or the second person who spoke to me regarding the extension?”

Helpful Report

Posted 3 years ago

“Easy to buy and good to be able to get insurance when I was already travelling”

Helpful Report

Posted 3 years ago

“Simple and quick to use. Great that you can get insurance while already traveling, but some more detail in coverage would be good”

Helpful Report

Posted 3 years ago

Hi there Thanks for leaving us your review. When applying for cover on our website, we do encourage our customers to press the information icons, which appear throughout the whole process, and we also provide both the Insurance Product Information Document (IPID) and the full Policy Document for you to check before you buy cover. We like to think the information icons provide the broad outline of what is covered, so checking the IPID (which is a legal requirement) or the Policy Document shouldn’t really be needed. You took out an extension policy with us, so you have been through this before, and have been emailed all the information as well, but if there’s anything you don’t understand, just email us for clarification. We answer all emails within 24 hours, 365 days a year. The True Traveller Team

Posted 3 years ago

“Easy to renew though am still travelling. clear information about risks of trekking in Nepal. Have not yet had cause to make a claim but hope that these years of membership are worth it in the event of a problem.”

Helpful Report

Posted 3 years ago

“haven't had a claim yet so I can't say much (I'm asked to leave a review already) but they seem to have a lot of satisfied clients and I like the transperant website and the smooth, simple and quick way to join. Also I received a insurance certificate right after klicking the "Pay" button which was perfect as I needed that certificate for a visa application right away. so far, so good.”

Helpful Report

Posted 3 years ago

True Traveller is rated 4.8 based on 1,773 reviews