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Wont refund - even if trips cancelled due to pandemic
I have been advised by my travel agent that the insurance company wont cancel and refund my insurance even though my trip is not going forward due to the pandemic. I would not recommend SureSave, as inflexible and not understanding.
1 comment
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Neil
- 10 reviews
Poor behaviour
Suresave are trying to keep premiums for travel insurance for travel that is no longer possible due to pandemic which has in effect been voided by pandemic. They are carrying no risk for cancellation, illness from other causes, travel delays, lost luggage but want to keep the premium while not being at risk for any claim. This is unconscionable conduct.
2 comments
Customer ExperienceSureSave
Hi Neil,
Thanks for your patience during this time of unprecedented global events. We are experiencing large volumes of enquiries due to coronavirus (COVID-19) and are doing our best to support all of our customers.... Read more
I understand that you may have been waiting some time to hear from us I’m sorry for the delay but I’m here for you now. Regarding refund your travel insurance premium due to COVID-19, i'll send you a private message to get a few more details so I can look into this for you. For more information on how coronavirus (COVID-19) affects your policy, please click here: https://www.suresave.com.au/customer-service/covid-information-hub As this is a constantly evolving situation we recommend you continue to visit our website for the latest information. Stay safe, BrendenSo are you refunding my premium as you are no longer insuring me? Or will you do so to avoid bad media?
Your email asked for the same info as before. It was only because I set the consumer affairs mob on you that I got my money back.
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There isn’t a no star option.
We purchased our comprehensive travel insurance on the recommendation of our travel agent. Our policy was taken out in September 2022 and when we had to cancel our trip due to Covid-19 all obligation on SureSave behalf were waived. Basically their response was we don’t cover pandemics - no recourse no chance to appeal.
Pretty sad when they are promoted by a travel agent and then just wash their hands of any liability to help.
Our insurance is now not worth anything, we can’t travel and no refund on policy. A complaint was lodged 11 days ago and no response.
Just poor service!
1 comment
Customer ExperienceSureSave
Hi Mathew,
Thanks for your patience during this time of unprecedented global events. We are experiencing large volumes of enquiries due to coronavirus (COVID-19) and are doing our best to support all of our customers.... Read more
I understand that you may have been waiting some time to hear from us I’m sorry for the delay but I’m here for you now. Regarding refund of your travel insurance premium due to COVID-19, i'll send you a private message to get a few more details so I can look into this for you. For more information on how coronavirus (COVID-19) affects your policy, please click here: https://www.suresave.com.au/customer-service/covid-information-hub As this is a constantly evolving situation we recommend you continue to visit our website for the latest information. Thank you, BrendenSimilar opinion? Write a review on ieatwords.com.au!
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LolaMSouth East Queensland, QLD
Not sure about SureSave
Whilst our claim was handled fairly quickly, we weren't happy with the outcome.
As travellers we aren't always aware of all things that might go wrong. Taking out insurance for overseas travel, is supposed to give us peace of mind. So it was a shock and disappointment to find we weren't covered for insolvency of wholesale accommodation provider used by our travel agent. We paid more than we budgeted for on this recent holiday which was supposed to be fun and relaxing but instead was marred by problems we did not foresee. We trusted our insurer Sure Save to protect us. We haven't saved anything by using them. But they sure did save by not compensating us. This was the first time we used Sure Save but it's likely we won't be doing so again.
2 comments
Customer ExperienceSureSave
Hi LolaM,
I appreciate you reaching out about this. It is truly disappointing when your travel plans take a negative turn and I'm sorry to hear that the policy was unable to provide coverage on this ... Read more
occasion. We're happy to look into any claims outcomes where requested and I'll send you a private message to gather some more information to do this.thank you
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Kylie MSouth East Queensland, QLD
No point in getting comprehensive cover. Means NOTHING!
My father took out "Comprehensive" cover (approx. $1200) for his recent trip to Africa. Waiting in line in Kigali Rwanda to check in, flight cancelled, thus missing subsequent flights to Johannesburg- Sydney- Brisbane. All had to be repurchased at his expense (approx $4000) plus 2 extra nights of accommodation while waiting for the new flights. Despite him believing he had comprehensive cover and his COI stating unlimited cancellation related expenses. SureSave have rejected his claim outlining he is only entitled to a max of $2000. Keeping in...Read more
mind this cover cost him $1200 and now leaving him with out of pocket expenses of $3700.00. Why bother even having cover with SureSave when they don't cover reasonable claims. What a joke of an insurer.1 comment
Customer ExperienceSureSave
Hi Kylie,
I'm really sorry to hear about the troubles your father had on his recent trip. I'll send you a private message to get some more details so we can look into this further for you.... Read more
Thank you, Brenden - Customer ExperienceSimilar opinion? Write a review on ieatwords.com.au!
James G.Metropolitan Adelaide, SA
Waste of money ... And time
Surfboard damaged by airline. Numerous phonecalls/documentation/emails required, sometimes twice for the same document. Quotes were obtained for repair or replacement which took time and travel. The claim was denied ... 'sporting goods not covered'. Could've told me that on day one and saved a lot of running around and precious time! Never again. Would've given no stars but not given the option.
1 comment
Customer ExperienceSureSave
Hi James,
I'm sorry to hear you've had such a negative claims experience. I'll send you a private message to obtain a few more details so I can investigate.... Read more
Thank you, Brenden - Customer ExperienceSimilar opinion? Write a review on ieatwords.com.au!
Dee
- 3 reviews
Again claims team does not get back to you will never use this insurance again poor service experience
No response from claims after ringing and emailing had issue before hit some response and they do the same thing
I submitted claim waiting for claims people to ring my back
1 comment
Customer ExperienceSureSave
Hi Dee,
I'm very sorry to hear this. I've followed this up with the claims team and you can expect a phone call today.... Read more
Regards, Brenden - Customer ExperienceSimilar opinion? Write a review on ieatwords.com.au!
Dee
- 3 reviews
Poor service
A also submitted a claim with suresave and they said the same thing it seems like the pattern is the same and you ring them sit on hold for 30 minutes and then they hang up
2 comments
Spoke to them in the phone said all good then get an email saying we haven’t recieved their documents poor communication
Customer ExperienceSureSave
Hi Dee,
I'm sorry to hear you've had a disappointing experience with us. I'll send you a private message to get a few more details about this so I can look into it further.... Read more
Brenden - SureSave Customer ExperienceSimilar opinion? Write a review on ieatwords.com.au!
LouiseHobart, TAS
Not worth the paper it's written on
Our flight to our primary destination was delayed by more than 3 hours due to the airline having an engineering problem. We subsequently missed a connecting flight with a different airline that was taking us to our final destination. Even though we had planned for the normal reasonable length of time between our flights Sure Save have not reimbursed us for our missed flights and now only seem willing to do so if it was the case that we had missed an important event such as a wedding, even though no mention of such a clause is in their policy de...Read more
tail. We paid a lot of money for this travel insurance and have been waiting over 2 months for them to deal with our claim only to be told we are not eligible for a refund linked to a legitimate claim. Their policy is not worth tbe paper it's written on.1 comment
Customer ExperienceSureSave
Hi Louise,
I'm sorry that we missed this over the holiday period. I'll send you a private message for some additional details on your claim so I can look into this for you.... Read more
Brenden - SureSave Customer ExperienceSimilar opinion? Write a review on ieatwords.com.au!
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Toby N.Sydney, NSW
Terrible service
Its been three months since I lodged my claim I still awaiting a resolution. Over this time:
- they changed my claim number without telling me
- theyve lost emails I sent
- theyve not been in touch within time frames theyve advised
- theyve not returned phone calls
- theyve not returned my most recent complaint phone call
They have provided a terrible service. At the very least they should return phone calls and let me know what the hold up is.
1 comment
Customer ExperienceSureSave
Hi Toby,
I'm very sorry to hear about your experience. I'll send you a private message to gather some more details and follow up for you.... Read more
Customer Experience, SureSaveSimilar opinion? Write a review on ieatwords.com.au!
JackieHobart, TAS
Cruise cover
Our travel agent booked our travel insurance for our cruise though suresave we took the higher policy with zero excess. We missed 2 ports on our cruise. We joined a Facebook page before leaving on our cruise on our return a lot of fellow passengers were discusseing that they claimed between $50 and $100 per person per port unfortunately suresave does not cover this. And if we had of took insurance with one of these other companies we would have save between $20 to $30 dollars and would have able to claim missed ports. If cruising look around and compare
1 comment
Customer ExperienceSureSave
Hi Jackie,
I'm sorry to hear about your experience with SureSave. Although the SureSave policy includes cruising as standard without an additional premium which may be payable by other insurers, unfortunately we do not cover missed ports.... Read more
SureSave Customer ExperienceSimilar opinion? Write a review on ieatwords.com.au!
Mark PhillipsQueensland
- SureSave
- Verified customer
Going downhill past
I've used this company on and off for nearly 30 years. Their service is failing spectacularly at present. Instead of fixing my renewal with the correct policy (advised 3 weeks after being charged) they've spent 4 months delaying and not dealing with the problem. Now refusing to cancel the wrongly charged for policy.
1 comment
Alison D.SureSave
Hi Mark,
I'm very sorry to hear about your experience. I will send you a private message to request some more information so I can look into this for you.
SureSave Customer Experience
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Mark BIllawarra, NSW
- SureSave
- Verified customer
Their policy seems to be "Deny Everything". Terrible company
My son broke his collarbone while snow skiing in Japan. Sure Save have continued to deny our claim. Each time we send through the relevant documents Sure Save find another reason for us to re-send the same documents and more reasons not to pay the claim.
1 comment
Customer ExperienceSureSave
Hi Mark,
I'm very sorry to hear about your experience. I will send you a private message to gather some more details so I can escalate your claim.
SureSave Customer Experience
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Diannah JSouth East Queensland, QLD
No communication and lots of excuses from Suresave
I lodged a claim in November, whilst working overseas. I had to return to Aust, as I was sick. Suresave were helpful when I was o/s and then did not answer any of my emails, I only received the three automatic emails saying they have received my email and a constultant will get back to me in 10 working days. They never did. In January I was told this was because an agent had bought my policy, though it was in my name, they couldn't discuss my claim with me due to privacy issues. Subsequent unanswered emails, in March I was told my policy had b...Read more
een cancelled, (no doubt) and an officer would call back that day. I waited all day. No-one has called or emailed me. I am still waiting to have my claimed paid. I am being fobbed off on the phone and dont understand if my work paid for my travel insurance policy why is my claim not considered valid?1 comment
Customer ExperienceSureSave
Hi Dianna,
I'm very sorry to hear about your experience. I will send you a private message to gather some more details from you so I can look into it further.
Customer Experience, SureSave
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Steven CPerth, WA
- 2 reviews
- 1 like
No compassion, no service, unreliable .... watch out when claiming!
My father and mother (mid and late eighties) took out travel insurance for a train trip within Australia. Due to health circumstances, etc, they had to cancel the trip and claim on insurance. Unfortunately, his dealing with this company has been a nightmare and has left him in a wretched state. The intriguing thing is that the complaints he has with them are similar to many of the poor reviews below.
My parents are being “fobbed off” and Suresave are prolonging the claim. My belief is that these are stalling tactics in a hope they will just ...Read more
go away. It is like being treated as second class citizens and is taking a serious toll on them. My father and mother have many health issues and the insurance company's lack of understanding / lack of empathy / prolonging claims, etc, is causing undue extra stress which they do not need. They do not know where to go next. But, I will not take this lightly and will escalate it to the fullest extent such as contacting the insurance ombudsman (or similar title), discussing with my legal and media contacts. No one should have to go through what they have been through. All they want is to settle their legitimate claim forthwith and move on. I don't wish to see them hurt any more.1 comment
Customer ExperienceSureSave
Hi Steven,
I'm very sorry to hear about your parents' experience. I'll send you a private message to gather some more details.
Customer Experience, SureSave
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- SureSave
- Verified customer
Worst experience ever
This is the first time I’ve used Sure Save and will never use them again. Injured my hip coming down a few stairs after staying at a hotel in London Victoria. Saw a private Specialist and emailed them 3 letters from him outlining the investigations and treatment needed. Initially they agreed to the MRI and follow up. However, they changed their mind and attempted to make me travel against medical advice. Obviously I refused. They never come back to you when they say they will. It’s now delayed my trip home and treatment. All they seem concerned about is the cost of scans and not treating the individual with dignity.
1 comment
Customer ExperienceSureSave
Hi Kristy,
I am sorry to hear that you had a disappointing experience. I'll send you a private message to gather some more details to escalate to our head of claims.... Read more
Customer Experience, SureSaveSimilar opinion? Write a review on ieatwords.com.au!
HeatherHobart, TAS
- 2 reviews
Poor company
We booked a trip to France in may for my 50th birthday in October, as we've never travelled together before we bought the insurance on the advice of the travel agent. In September after having no health issues in the passed I was diagnosed with a kidney disease and advised not to travel for between 4-6months as one of the complications was high risk of blood clots. We cancelled our flights and rebooked for February. We had to incur further expense to change the flights which we understood we could claim due to health reasons. Apparently easier...Read more
said than done. So far we have experienced delay after delay for the claim. We submit the forms they ask for the 10 days later they ask for something else another delay for 10 days. The last 2 times we submitted what they asked we asked if they had everything they need and we were told yes. Now they are asking for my clinical notes, for which I'll need to go threw freedom of information act to get access to. More delay tactics. This is a terrible company who pray on people when they are most vulnerable they seem to delay until people become frustrated and give up. Give this company a wide berth, I'd give no stars if I could, still waiting for my money.1 comment
Customer ExperienceSureSave
Hi Heather, I am very sorry to hear about your experience. I will send you a private message to gather your policy details so I can escalate your claim.
Customer Experience, SureSave
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JackGold Coast
Read the 92 pages of the PDS prior to taking out the insurance.
First and last time. We had gold card insurance and could have used it, but were informed by our travel agent that we should insure with this company as they were reliable. She never bothered to tell us that flight cancellation cover was very limited to six situations. If the airline decides to cancel a flight you may well be left with no compensation from Sure Save. Our early morning flight from Palma to Barcelona was cancelled without any prior notice so we missed connecting flights to Singapore and Brisbane. We were forced to fly to Barcelo...Read more
na late in the day at our expense and spend two nights at a hotel and pay for new flights to Australia. Veuling airline refused to provide a reason for the flight cancellation and the insurer refuses to process our claim until such time as they do. As stated above they will only pay if one of the following six situations is triggered : 1 Severe weather 2 Accidents 3 Riot Civil Strike or Commotion 4 Airport Closure 5 Emergency Landing 6 Flight Cancelled because of Insufficient Numbers. I have precised some of tha above. You will see there are a thousand reasons why the company WONT pay so be very careful.4 comments
Customer ExperienceSureSave
Hi Jack,
Thank you for taking the time to share that frank and honest feedback with us. I’m sorry to hear of your disappointment with the claims process. ... Read more
I would very much like to look into this for you and if need be have your claim reviewed. I will send you a private message to grab some more details from you. Customer Experience, SureSaveI have received a response from cerebus today it appears they are going to pay most of the claim. I have heard nothing about a medical claim on the trip.
The claim has now been resolved with Sure Save We are still waiting for payment from Veuling Airlines for refund of fares etc from Palma to Barcelona.
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merilynGreater Melbourne (Metropolitan), VIC
- 4 reviews
- 3 likes
- Travel Insurance - Basic Plan
- Verified customer
Terrible - don't touch them
We took 3 policies for our family of 8 when we booked a holiday to Solomons. Three weeks before Qantas/Air Solomon with drew the flight back from Honiara. We had to leave a day earlier (losing a night paid for at the resort) and QF could only get us to Brisbane that night - we had to overnight in airport hotel Brisbane before flight to Melbourne next morning. At the time the agent (who sold us the policies) ...Read more
said the lost night and airport overnight would be covered by Sure. This is how my policy reads > .```2 Your flight, other transport or overnight tour is cancelled or rescheduled before your trip starts Cancellation costs Chosen Limit for Cancellation Related Expenses```` They /Cerbus are DENYING the entire 3 claims - stating `change of schedule not covered` Shocking I wish I had read these other reviews before paying for these policies - - go elsewhere4 comments
Customer ExperienceSureSave
Hi Merilyn,
I will private message you now to grab some more information so I can follow this up with our Head of Claims. ... Read more
Customer Experience, SureSavethank you - I meant to add this - on the day we were advised on the change, in order for me to decide what to do, Hideaway Holidays phoned Sure to check if we were covered for this loss ( on 4 June... Read more
) and this is what she wrote me ````I have asked SureSave Insurance company if you can put through a claim for option 1 and they have confirmed that you can. Also the additional night accommodation in Solomon Islands is claimable ```Well hardly a surprise after reading all the bad reviews regarding non claims- they are not paying .
Despite them telling Hideaway when it happened on 4 June that this flight reschedule was covered, ... Read more
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Worst Claims Experience Ever
Be aware - should you make a claim there claims side Cerberus, will do everything in their power to frustrate you so you end up not bothering. They are incompetent and use delaying tactics to continually muck you around. I would suggest there are much better insurers you can use.
1 comment
Customer ExperienceSureSave
Hi there,
I'm sorry to hear about your claims experience with us. If you would like us to look into it further, we'd be more than happy to do so and have sent you a private message.... Read more
Customer Experience SureSaveSimilar opinion? Write a review on ieatwords.com.au!
Questions & Answers
Port S.asked
Live in Australia, about to go on a 7 day fishing trip, will be on the mothership each night, during the day going on smaller boats to fish rivers/creeks in the Kimberley. Have selected "Australian Waters". My question is, will this still cover us when we get off the vessel on dry land ?
E.g. Medical evac if required ?
1 answer
Customer ExperienceSureSave
Hi there,
Yes you would be covered for medical evacuation if you call our Emergency Assistance team.
SureSave Customer Experience
Avrasked
I was about to purchase the ultimate cover for a Nepal Trek until I read Louj's review below. I am now seeking alternative quotes. Would you please explain why Sure Save took so long to settle his claim? Are there any hidden clauses that Sure Save uses to deny claims in circumstances described by Louj?
2 answers
Any settlement is probably subject to the way the insurance company interprets the policy. As I stated earlier read the 92 pages of the PDS very carefully and think of all possibilities arising from that situation. If necessary obtain clarification in writing from the insurer.
Jack
Customer ExperienceSureSave
Hi Avr,
Unfortunately this was a case of human error which resulted in the claim being underpaid. The customer alerted us to the error 2 days after the claim was settled, after which the claims officer immediately put in request to have this rectified. The full payment to the customer was processed within 5 working days as it needed to be approved by their supervisor and go through the payment process.
We understand that this is not an ideal situation and apologise sincerely to the customer that they had a negative experience. However please rest assured this was human error and not an issue with the coverage included in the customer's plan.
We hope you have an amazing time in Nepal!
Customer Experience, SureSave
Taffyasked
Is the Age requirement, 80 . based on date cover taken out .age during travel. i.e turn 81 during travel
1 answer
Alison D.SureSave
There’s no age-limit for our Comprehensive international and Domestic plans. However, if you are 81 or over, we will ask you some questions about your health and lifestyle at the time you buy your policy and then determine whether we will offer you cover and on what terms.
You will need to enter the age you are when you buy the policy. It does not matter if you have a birthday before departure or within the trip.
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Customer ExperienceSureSave
Hi Louise,
Thanks for your patience during this time of unprecedented global events. We are experiencing large volumes of enquiries due to coronavirus (COVID-19) and are doing our best to support all of our customers.... Read more
I'm going to send you a private message to get a few more details so that I'm able to look into this for you. Regards, Brenden - Customer Experience