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Reviews

4.7

2,738 reviews
5
(2,323)
4
(233)
3
(37)
2
(24)
1
(121)
  • Value for Money
    4.4 (251)
  • Transparency
    4.4 (198)
  • Customer Service
    4.4 (239)
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Old codger

Old codgerKendenup

  • 3 reviews

Refused to refund

published

Took policy out in early Jan many emails to them requesting refund no reply only a notification that due to pandemic no refunds given absolutely disgusting company do not use this lot

Transparency
Customer Service
Value for Money
DestinationSouth-East Asia (e.g. Bali, Vietnam, Thailand)
Claim MadeNo
Insurance Cover ForSenior
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2 comments
Southern Cross Travel Insurance
Southern Cross T.Southern Cross Travel Insurance

Hi Old codger, I'm sorry to hear you we're unable to get a refund on your policy. Could you please give us a call on 1800 196 484, so we can investigate this for you. All the best, [email protected]

Old codger
Old codger
petrol95

petrol95Sydney, NSW

  • Verified customer

Lack of service, policy (PDS) not clear and contradicted by bulk mailout from company

published
Customer Service
DestinationEurope
Claim MadeNo
Insurance Cover ForAdult
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Christian

Christian

  • 2 reviews

Great service and customer support

published

I was a bit scared as never heard about SCTI before. But thanks to the people for the reviews helping me to decide. I am glad that we choose SCTI. Did lodged claim, which was approved within 1-2 weeks. Great customer service. Well recommended.

Transparency
Customer Service
Value for Money
DestinationEast Asia (e.g. China, Japan, South Korea)
Claim MadeYes
Type of ClaimLost/Stolen Property
Claim Resolution Time1-2 weeks
Claim ApprovedYes
See all answers
1 comment
Southern Cross Travel Insurance
Southern Cross T.Southern Cross Travel Insurance

Hi Christian, thanks for the lovely review! We appreciate your feedback. All the best, [email protected]

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ieatwordsiscrap

ieatwordsiscrapSouth East Queensland, QLD

  • 4 reviews
  • 1 like

Try another company...

published
Transparency
Customer Service
Value for Money
DestinationEast Asia (e.g. China, Japan, South Korea)
Claim MadeNo
Insurance Cover ForAdult
See all answers
Robbie

RobbieFar North Queensland, QLD

  • 4 reviews

SCTI doesn't cover pandemic

published

I have used SCTI before, but now regret buying travel insurance from SCTI for my upcoming trip to Europe as I find that they don't cover cancellation due to pandemic. I would suggest people considering travel insurance have a good look at the list of travel insurers compared in an article on the Choice website. https://www.choice.com.au
I will not use SCTI again. There are better products on the market.

Transparency
Customer Service
Value for Money
DestinationEurope
Claim MadeNo
Insurance Cover ForAdult
See all answers

Poor service

published

Sick of sending emails and not getting a reply for my very simple claim, I’ve tried ringing but after waiting 40 mins I got sick of the wait. Policy was good value and they had good reviews, the the reality is far different

Transparency
Customer Service
Value for Money
DestinationEurope
Claim MadeYes
Type of ClaimTravel Delays/Cancellations
Claim DateJanuary 2020
Claim ApprovedYes
Insurance Cover ForAdult
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lencox49

lencox49AU

  • 7 reviews
  • Verified customer

When trip is cancelled there is no refund on premium.

published

We purchased a policy form Scti to cover a cruise. We cancelled the insurance when we did not sail on the ship and would have expected a partial refund of the premium given that there was no risk of a claim from the date of cancellation.
SCTI is very difficult to contact and do not answer e-mails. They have denied a partial refund without any explanation. We have used SCTI for the past ten years as our insurer and had recommended them. We can no longer recommend them as they are too difficult to communicate with and there explanations don't pass the pub test.

Customer Service
Value for Money
DestinationNew Zealand
Claim MadeYes
Type of ClaimOther
Claim Resolution Time1-2 months
Claim DateFebruary 2020
Claim ApprovedNo
Insurance Cover ForSenior
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1 comment
lencox49
lencox49

Southern cross has got back to us and have now fully refunded our insurance Premium. Once the right communiction channels opened up they were much easier to deal with.

Karen

KarenGreater Melbourne (Metropolitan), VIC

Disappointed

published

We had a ski trip booked to Japan in February. Given that Japan was a high risk region for the Coronavirus, we decided to cancel our holiday. SCTI have denied our claim for reimbursement even though we bought the policy last year. I have used SCTI in the past but will NOT be using them in the future given their response.

DestinationEast Asia (e.g. China, Japan, South Korea)
Claim MadeYes
Type of ClaimTravel Delays/Cancellations
Claim Resolution Time1-2 weeks
Claim ApprovedNo
Insurance Cover ForAdult

Poor Services

published
Transparency
Customer Service
Value for Money
DestinationSouth-East Asia (e.g. Bali, Vietnam, Thailand)
Claim MadeNo
Insurance Cover ForSenior
See all answers
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Julia_129

Julia_129Greater Melbourne (Inner), VIC

  • 5 reviews

Terrible! On hold for 1.5hrs!

published
Transparency
Customer Service
Value for Money
DestinationPacific Islands (e.g. Fiji, Vanuatu)
Claim MadeNo
See all answers
Trent

TrentPerth, WA

Perfect cover, for a perfect trip.

published

Set my excess amount and was very happy with cost for the 6 days.

I have used SCTI before and have had to make a claim due to a lost phone and they resolved this very quickly for me.

I have used them for around 7 years (maybe 6) and will continue to use them.

Transparency
Customer Service
Value for Money
DestinationEast Asia (e.g. China, Japan, South Korea) and South-East Asia (e.g. Bali, Vietnam, Thailand)
Claim MadeNo
Insurance Cover ForAdult
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Strider

StriderMid North Coast, NSW

Read the fine print about "cancelling" your trip or "pandemics". This policy doesn't cover half of the better policies.

published

Though the quote page allows for cancellation of a trip prior to departure, when I went to cancel I am not able to because of the exclusions built into this allowance. Its not a real cancellation allowance that a normal person would expect, be careful.

Also you are not covered for pandemics or quarantines even if you had the insurance before these events occured, I mean what is the point of travel insurance if not for those big 2 which are out of the travellers control?

Transparency
Customer Service
Value for Money
DestinationEast Asia (e.g. China, Japan, South Korea)
Claim MadeNo
Insurance Cover ForAdult and Child
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Ross

RossTasmania

Very disappointing

published

First time I have used this firm. Took out cover over 6 months ago and leave in 4 weeks. Should this corona virus be declared as pandemic, then I am not covered for any type of disruption to travel. Should I want to cancel so as to avoid this, I am not covered, because that would be my choice. So left high and dry it seems.

Transparency
Customer Service
Value for Money
DestinationEurope
Claim MadeNo
Insurance Cover ForAdult
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Cat D.

Cat D.Sydney, NSW

  • Verified customer

Great product, good price, good claims service

published

I have used SCTI a few times. I used to work for an insurance company and i can tell you that it isn't the premium that matters, it is whether they pay when you need to claim. SCTI were fantastic when my passport was stolen in Cuba a few years ago. No quibbles, just paid up. I find their premiums are good value and it is also simple to insure most pre existing medical stuff. I would highly recommend them. I have since travelled to europe and also to Japan taking out separate policies. This review is for my end to end experience and i am also noting the claim i had in 2017.

Transparency
Customer Service
Value for Money
DestinationEast Asia (e.g. China, Japan, South Korea), Europe and South America
Claim MadeYes
Type of ClaimLost/Stolen Property
Claim Resolution Time1-2 weeks
Claim DateMay 2017
Claim ApprovedYes
Insurance Cover ForAdult
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John.

John.Greater Melbourne (Outer), VIC

  • 2 reviews

A great travel insurance company

published

I have used travel insurance often with different companies, and so far I have never had to make a claim.
However SCTI has been the most cost effective premium so far at my age. I will certainly recommend SCTI to family and friends. In the future SCTI will be my preference. Thank you.
John.

Transparency
Customer Service
Value for Money
DestinationPacific Islands (e.g. Fiji, Vanuatu)
Claim MadeNo
Insurance Cover ForSenior
See all answers
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Andrew

AndrewGreater Melbourne (Metropolitan), VIC

Excellent product

published

First time I’ve used SCTI, I feel it’s excellent value for money and it was very easy to navigate the website and purchase a policy. Other family members have used and recommend SCTI.
Will definitely use again, and happy to recommend to anyone.

Transparency
Customer Service
Value for Money
DestinationSouth-East Asia (e.g. Bali, Vietnam, Thailand)
Claim MadeNo
Insurance Cover ForAdult
See all answers
1 comment
Southern Cross Travel Insurance
Southern Cross T.Southern Cross Travel Insurance

Hi Andrew, thanks for the lovely review and for taking the time to share it with the Product Review community! All the best, [email protected]

Sydney traveller

Sydney travellerSydney

  • 3 reviews

Coronavirus coverage (will be travelling in July 2020 not yet traveled)

published

I booked a cruise last year for Norway to be taken in July 2020 and have not taken out travel insurance yet. So just wondering if SCTI or any travel insurance company are covering this issue. I understand if people have taken out travel insurance PRIOR to the notification of this virus will be covered, but what about people who have booked and wanting to take out insurance? If I take out insurance now and no one is covering COVID-19 then is there any use in taking it out, as there's so many exclusions the insurance company can cop out of.

DestinationEurope
Claim MadeNo
Jools

JoolsBanora Point

  • 3 reviews

Always use SCTI

published

Easy to set up and respond to questions. Have used many times - family also - and made one claim which was clearly and efficiently dealt with. No hesitation in recommending SCTI

Transparency
Customer Service
Value for Money
DestinationSouth-East Asia (e.g. Bali, Vietnam, Thailand)
Claim MadeNo
Insurance Cover ForSenior
See all answers
Des

DesSydney, NSW

  • 3 reviews

Absence of customer relationship concept

published

I have been a customer of SCTI for many years and purchased their Travel Insurance product every time I travel. My previous reviews have always rated them highly but unfortunately tgis time I am marking them down because tgey dont seem to reward loyalty. In other words no concept of relationship with customer. I have purchased their product many times and never ever made any claims. Yet, the premium keeps increasing every time I buy Travel Insurance. Surely they should recognise the loyalty and history of claims. Apart from this,In terms of service no complaints at all.

Transparency
Customer Service
Value for Money
DestinationSouth-East Asia (e.g. Bali, Vietnam, Thailand)
Claim MadeNo
Insurance Cover ForSenior
See all answers

Extremely efficient and always available to talk

published

I have claimed twice over the years I have booked with SCTI and I cannot fault them. They are efficient and their call centre is easy to reach from overseas. Best prices around too. Will always book with SCTI for my trips

Transparency
Customer Service
Value for Money
DestinationEast Asia (e.g. China, Japan, South Korea)
Claim MadeYes
Type of ClaimCar/Rental Hire Excess, Lost/Stolen Property and Travel Delays/Cancellations
Claim Resolution Time<1 week
Claim DateNovember 2020
Claim ApprovedYes
Insurance Cover ForAdult
See all answers
Page 2 of 137
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Questions & Answers

barry sutherland

barry sutherlandasked

please help have been ringing your office for 3 days been on hold for hours.Just need some reassurance .Leaving on 11-3-2020 for a trip to Vietnam already have policy with you .would like to ask some questions. Barry Sutherland

2 answers
barry sutherland
barry sutherland

ringing for 3days holding for hours need some reassurance leaving on 11-03-2020 for a trip to Vietnam already have a policy with you would like to ask some questions. Barry Sutherland ring 02 49283156

Bent O.
Bent O.

I am having a similar problem with a different company (I want to apply for insurance but their site is crashing). Obviously they are being hit by people panicking.
As you can already see they don’t now reply in this Review site but I did notice they have website updates. Suggest you check for alternate contact.

barry sutherland

barry sutherlandasked

please help have been ringing your office for 3 days been on hold for hours.Just need some reassurance .Leaving on 11-3-2020 for a trip to Vietnam already have policy with you .would like to ask some questions. Barry Sutherland

2 answers
barry sutherland
barry sutherland

barry sutherland

Bent O.
Bent O.

As above

Barry S.

Barry S.asked

please help have been ringing your office for 3 days been on hold for hours.Just need some reassurance .Leaving on 11-3-2020 for a trip to Vietnam already have policy with you .would like to ask some questions. Barry Sutherland

1 answer
Bent O.
Bent O.

As above

Get an answer from our members and Southern Cross Travel Insurance representatives

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