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DeborahHunter Region, NSW
- 4 reviews
Disgusting!
They would not refund our cover because our cooling off period had expired! How ridiculous. We paid in full three months before an international travel ban was put in place from the Australian Government due to the Pandemic.
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Kimalin
- 2 reviews
Feel Cheated
This company has kept my payment for travel insurance even though they are not providing me a service due to travel restrictions and cancellations caused by COVID 19 pandemic. No option to use at a later date. Seems fraudulent to me.
1 comment
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Lisa J.Perth, WA
No compassion
Company refuses to refund travel insurance despite travel bans caused by Carona virus. Insurance was purchased last year before Carona Virus existed. At a time when people are put of work and need assistance this shows a complete disregard towards people.
1 comment
Anna J.Tick Travel Insurance
Hi Lisa, I understand and sincerely apologise for the inconvenience and frustration caused by the current situation with regards to refunding policies. I would recommend you email your policy number t... Read more
o [email protected], as they will lodge your complaint formally and investigate your case. Again, my apologies. Thanks, AnnaSimilar opinion? Write a review on ieatwords.com.au!
Find out how Tick Travel Insurance - International Top compares to other Travel Insurance
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Jane EGreater Melbourne (Metropolitan), VIC
- 2 reviews
Will not refund premium paid or give credit for future travel
Unable to travel due to Corona Virus - understand re claims as booked too late - Tick will not refund my premium paid (Top cover) or provide a credit. Contacted complaints department 3 weeks ago - still no response.
Very unhappy and would not recommend this company.
1 comment
Anna J.Tick Travel Insurance
Hi Jane, I'm truly sorry that we aren't able to provide you with a refund or credit, and I genuinely understand your frustration. Regarding your already lodged complaint, I can confirm that your compl... Read more
aint is currently under active consideration and we will attempt to expedite a resolution. Our complaints team will reply to you as soon as practicable, although the unprecedented volume of COVID-19 related claims and enquiries will continue to cause delays. Thanks, AnnaSimilar opinion? Write a review on ieatwords.com.au!
DebraWestern Australia
- Tick Travel Insurance - Top
- Verified customer
Tick are an absolute nightmare and do everything possible not to process a claim
WA - you send them the same info multiple times and they can't even be bothered to read it. Instead they delay your claim, multiple time' by coming back multiple times and asking for the information you've already provided them - multiple times. To have the person processing the claim say they have no access to my submitted claim or my original email sounds like a lie. Border line criminal. They do not respect their own contract.
3 comments
Anna J.Tick Travel Insurance
Hi Debra, I'm sorry about the experience you're having with the claims process. We are stretched very thin at the moment due to the unprecedented volume of claims and enquiries coming in that are rela... Read more
ted to COVID-19. However, I would like to investigate your case. Please send me your policy number via private message on Product Review (to ensure your privacy) and I will follow up on this for you. Thanks, AnnaMy policy number is in my review which as a tick responder you should be able to view. I do not know where to private message you as this message response is public. Tick has me running around in ci... Read more
rcles now wanting me to cancel accomodation that is non refundable. Despite on the invoice/receipt provided says - no refund for cancellation, to modify or not show up. The complaint consultant, Jodie suggested these accommodations may allow me to reschedule for a future date. ie MODIFY!!!!. Does TICK also now believe they have the right to tell a 3rd party accomodation service to amend their contract at their cost and time. Seriously, we are all under stress, and your team are lucky to have jobs. Sure let's now waste a further day of my time with no change of outcome or submitted claim.Anna J.Tick Travel Insurance
Hi Debra, I assure you, I cannot see your policy number, and without it, I can't investigate your case. It is part of our policy that you should make efforts to recouperate losses from other providers... Read more
before adding it to your claim. This is a stressful time for all involved, and I understand your frustration. We are doing our best to get back to everyone as soon as possible, but we have been inundated with claims and enquiries, so there will be delays, I apologise on behalf of our team for this. Thanks, AnnaSimilar opinion? Write a review on ieatwords.com.au!
HoodyGreater Melbourne (Outer), VIC
- 3 reviews
Avoiding Responsibility
I purchased top cover in April 2022 for travel January 2020., unfortunately i had a accident in USA and landed up in hospital for 4hrs, with exceptional care, unbeknown to me, a few weeks after returning home i recieved medical bills in mail, for the care i recieved while in hospital, straight away i put in a claim to tick insurance, holey moley, this has turned into a nightmare for me. Tick insuranese were good at start, requiring several documents, which were uploaded straight away, since then, there communication has been appalling. WHY ar...Read more
e you so unresponsive, the matter needs resolving, i am now recieving overdue bills, which need to be paid . Ive never made a insurance claim before, is this normal for it to take this long ?this claim was applied for, before the pandemic we are now in, and has nothing to do with it..9 comments
Anna J.Tick Travel Insurance
Hi Hoody, I'm genuinely sorry for the long delays you are experiencing here, but I can confirm that COVID-19 is slowing down our process of replying to all claims, even those lodged just before we wer... Read more
e inundated with COVID-19 related claims, enquiries, and other calls and emails. I'm very sorry about this and we're doing everything we can to get back to everyone as soon as possible. If you send me your policy number via private message (please send it privately, not publicly, to ensure your privacy), I can follow up your claim. Thanks, AnnaThankyou so much Anna for your response on this matter, so greatly appreciated, how do i private msg you ? Hoping this policy number will reach you [Number Removed] Kind Regards
Anna J.Tick Travel Insurance
Hi Hoody, I have chased this up with the relevant people and they should be in touch with you soon. If you need help with anything else, please private message me here on Product Review and I will assist in any way I can. Thanks, Anna
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VickiFar North Queensland, QLD
Will never use them again
I purchased my insurance policy for Bali almost 12 months ago. I sent them an email on 23 March as I was due to fly out on 3 April asking if I could get a credit and refund and received an email today advising No to both. This COVID-19 is out of everyone control. Never had any issues with them before until this situation.
1 comment
Anna J.Tick Travel Insurance
Hi Vicki, I'm sorry for the experience you've had, and for the delays in communication, and I understand your frustration that we aren't able to accomodate your credit or refund. I would encourage you... Read more
to email [email protected] and the team will lodge your complaint formally and investigate your case. I'm afraid this may take longer than usual, due to COVID-19 related delays, but it will mean your case gets reviewed and your complaint is formally lodged. Thanks, AnnaSimilar opinion? Write a review on ieatwords.com.au!
Unable to get ANY proper response from Tick
I purchased TOP cover with Tick for a trip to Europe in July. I submitted my claim on 18/4/2020 with all necessary documents.
I have since been given 3 different dates when I would hear from them (supposedly 10 business days) which they then extended after I followed up. I have sent multiple emails with no response. I have also called multiple times to speak with a manager and I am told somebody will call me but they never do.
Tick has not provided me any service and have not provided what I have paid for.
3 comments
Anna J.Tick Travel Insurance
Hi Michelle, I'm very sorry that there have been delays in getting back to you, and we recognise these wait times are unacceptable and causing frustration. Unfortunately, we have received an unprecede... Read more
nted amount of emails and calls in the wake of the coronavirus outbreak and our staff have been overwhelmed by the volume. If you send me your policy number via private message (this is for privacy reasons), I will be able to investigate your case. Thanks, AnnaHi Anna, how do I private message you?
Anna J.Tick Travel Insurance
Hi Michelle, I can confirm I received your private message, and I have replied. Thanks, Anna
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BalijoMetropolitan Adelaide, SA
Rip off company
I have used tick insurance many times as I travel a lot, never had to claim and have recommended them to many people. Not anymore. At the beginning of January way before any talk of Corona, I took out insurance for a Bali trip in June. My trip has been cancelled and I have rebooked for December. I emailed tick and asked if I could change the dates on my insurance, same destination, same length if time. They flat out refused. I had to reschedule a holiday a few years back and the insurance company I used were happy to change the dates for me. It's no skin off their nose, I just want to change the dates. They've lost me as a customer and I will never recommend them to anyone, way to go tick.
1 comment
Anna J.Tick Travel Insurance
Hi Balijo, I'm sorry for the experience you've had in trying to get a refund, and I understand your frustration. I would encourage you to email [email protected] and the team will lodge ... Read more
your complaint formally and investigate your case. Thanks, AnnaSimilar opinion? Write a review on ieatwords.com.au!
Find out how Tick Travel Insurance - International Top compares to other Travel Insurance
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EmjayBrisbane
- 2 reviews
Do not purchase insurance through this company!
I contacted Tick to request a refund of my policy as my cruise has been cancelled and the insurance is now absolutely useless to me.
Tick refused to refund me saying that it’s after their 14 day cooling off period. I realise that but out of goodwill I would have thought they would consider a refund.
I have read so many wonderful stories about other insurance companies giving refunds to their clients well after the cooling off period.
I will never purchase insurance through this company and I will make sure my family, friends, friends of friends and anyone else needing insurance will never use this company.
What exactly have you done with my money Tick?
2 comments
Anna J.Tick Travel Insurance
Hi Emjay, I'm very sorry that you are in this situation. If you contact [email protected] with your policy number, and your complaint will be formally lodged and investigated. I hope this helps. Thanks, Anna
I will email them.
Im quite certain that your complaints team is going to give me the exact same answer. I will update my post when I receive a reply from complaints.
Whether it be good or bad!
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JanSouth East Queensland, QLD
RIP OFF COMPANY...AVOID
This company is a money grabbing rip off.I purchased travel insurance on 3/1/2020 for a cruise out of of Singapore on 25/2/2020. The cruise was cancelled on 20/2/2020. I put in a claim for cancelled airfares immediately. On 9/4/2020, after numerous emails to Tick I received an email declining my claim. Do not deal with this company as they will find any excuse to decline your claim!
2 comments
Anna J.Tick Travel Insurance
Hi Jan, I'm sorry that your claim didn't have the expected outcome. If you contact [email protected] with your policy number, and your complaint will be formally lodged and investigated. I hope this helps. Thanks, Anna
Stupidly I have lodged a complaint. Am not expecting a different outcome. Will post outcome in due course.
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Michael MMetropolitan Adelaide, SA
- 5 reviews
- Tick Travel Insurance - Top
- Verified customer
Full settlement of Tick Insurance Claim
I’ve purchased Tick Travel insurance on several occasions for overseas travel. Their insurance is reasonably priced, can insure me for most locations around the world, provides a wide range of cover (but not for everything), and is available to senior citizens who are often excluded by other travel insurance companies. Of course it’s prudent to read their Product Disclosure Statement (PDS) before purchasing to see what actually may not be covered. In hindsight you can sometimes find out you are not covered for an event you’ve never considered s...Read more
uch as the Coronavirus pandemic named COVID-19 or bankruptcy of a tour operator. My travelling companion suddenly became injured and was unable to travel, an event which was covered in the Tick PDS. We were both no longer travelling because of the injury so I lodged a claim for the loss of some airline fees and the percentage of my travel package which was not reimbursed by our travel company because our cancellation being quite close to the travel dates. I was able to provide all of the required documentation and Tick settled the full amount of my claim for which I was most relieved. I have no hesitation in giving Tick full marks for both their travel insurance cover and claim settlement. I’ll definitely continue insuring with Tick for my future worldwide travels.Similar opinion? Write a review on ieatwords.com.au!
NicoleGreater Melbourne (Outer), VIC
- 2 reviews
Do not book insurance with this mob!!!
Thought we would book insurance with TICK as at the time, all the reviews were good (probably because buying the actual insurance was easy... go figure that's the easy part).
Spoke with them today and although we purchased our insurance prior to the warnings for our trip to Hawaii in June, they won't budge on being helpful with a claim. They have basically said that our claim won't be successful as Jetstar have offered vouchers (to anybody, not just insurance holders).. even though who knows what Jetstar will look like at the end of all this an...Read more
1 comment
Anna J.Tick Travel Insurance
Hi Nicole, I'm sorry for the experience you've had, and I understand your frustration. I would encourage you to email [email protected] and the team will lodge your complaint formally and investigate your case. Thanks, Anna
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Migelantonio
- 2 reviews
No support with the COVID19 Virus situation
Took out Tick Insurance as it was a lot less than others. 2nd time we have used this company. Whilst my wife and I were overseas during March 2020 (getting married) we were becoming more aware of the increase of COVID19 outbreaks with FB newsfeeds etc and started receiving warnings from both our airline and Australian Government that borders were closing. So we thought that we needed to shorten our trip and come back to Australia earlier. We looked at our Tick policy to see if we would be entitled to any compensation for extra costs to fly back...Read more
to Australia earlier and cancel prepaid accommodation etc. We were horrified to see plastered all over the policy that Tick Insurance would not cover any claims relating to any loss incurred with the COVID19 outbreak. When we took out our insurance pre Corona Virus outbreak there were no exclusions relating to this but when it hit Tick Insurance changed their policy!! That's not right both morally and commercially - That's like buying a red car but they deliver you an orange one and say bad luck - no refund! Do Not Use This Dodgy Insurance Company1 comment
Anna J.Tick Travel Insurance
Hi there, I'm very sorry for your situation, and that we weren't able to help you, and I definitely understand your frustration. Unfortunately, I can't comment on your level of cover, as I'm not part ... Read more
of the claims team, but I would definitely recommend that you contact [email protected] with your claim number so that your complaint can be lodged formally, and an investigation into your case can be triggered. Again, I'm sorry that your wedding trip was cut short and that we couldn't help this time. Thanks, AnnaSimilar opinion? Write a review on ieatwords.com.au!
Change travel dates of policy - no customer service answer
I purchased this cover in October 2022 for a trip in May. We are postponing this trip due to COVID. My cover does include COVID-19 events. I will be taking this trip - to exactly the same destinations and exactly the same travel duration - but a simple transfer of travel dates dates will need to apply for my policy. I have emailed customer service weeks ago however as yet to receive a response. There is nothing mentioned in my T&C's to indicate that a date change cannot apply. In fact - I'm sure a lot of policies have date changes applicable se...Read more
eing as people purchase travel insurance before travel dates become firm. This request is being made before the commencement of my trip. Please advise on this and how a travel date change can be applied to my policy.1 comment
Anna J.Tick Travel Insurance
Hi Cath, I'm afraid we are not able to change the dates on your policy to different dates, this isn't something we offer unfortunately. I'm sorry about the delay in getting a response to you; we have ... Read more
been overwhelmed by the unprecedented volume of enquiries and claims caused by the coornavirus outbreak. Thanks, AnnaSimilar opinion? Write a review on ieatwords.com.au!
Find out how Tick Travel Insurance - International Top compares to other Travel Insurance
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MarionSouth East Queensland, QLD
Still Waiting
What worries me is that you take out Top Travel insurance and think you are covered, but now that we have this coronavirus level 4 cannot travel, we shall see the true colours of insurance companies. I have put in a request for a refund for 2 accommodations in Bali and have given the insurance company copies of passport, health care card information, also copies of the accommodation with a letter from us requesting a refund from the accommodation. This was all requested by Tick insurance which I have emailed to them. Hope they come to the party of giving us a refund.
Marion.
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JeanieSydney Surrounds, NSW
- 2 reviews
They just pocket the money
Paid for top cover for myself and husband for our overseas trip in Early January 2020
But as a level 4 travel restriction in place due to corona virus We cannot travel and when I asked for a refund on my policy they refused saying no refunds and no credit
So they just pocket the money and offer nothing for it
Never again will I insure with this company
2 comments
Anna J.Tick Travel Insurance
Hi Jeanie, I'm sorry for the experience you've had, and I understand your frustration. I would encourage you to email [email protected] and the team will lodge your complaint formally and investigate your case. Thanks, Anna
I have done this
Thanks
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DanCaulfield
- 3 reviews
Poor customer service and a bunch of Liars
They take forever to respond for starters and they are a typical insurer who will do anything to get out of paying. I booked insurance before the coronavirus was deemed an pandemic and wanted to claim for my cancelled flights etc but they lie and say that on their site at that point it said they're not covering for the virus and that I would have had to have clicked to confirm that I understand this which is completely false. I should have gone with my normal insurers. Don't waste your money.
1 comment
Anna J.Tick Travel Insurance
Hi Dan, I'm sorry that it is taking longer than usual for us to respond to queries. We have received an unprecedented amount of emails and calls in the wake of the coronavirus outbreak. If you send me... Read more
the time you bought your policy via private message, I will be able to investigate your case, should you wish to do this. Thanks, AnnaSimilar opinion? Write a review on ieatwords.com.au!
LyndalGreater Melbourne (Inner), VIC
- Tick Travel Insurance - Top
- Verified customer
Unsympathetic company
Recent trip cancelled due to COVID-19 and this company will not allow refunds on policies or postponement due to worldwide lock down. Whilst I am putting my life on the line working in an Emergency department potentially being exposed to COVID19, these crooks are sitting back counting the COVID cash. Shame on you Tick, absolute shame.
5 comments
Anna J.Tick Travel Insurance
Hi Lyndal, I'm very sorry for the situation you're in regarding a refund, and I really appreciate the work you're doing on the front line against the outbreak. I would definitely recommend that you co... Read more
ntact [email protected] with your policy number, and your complaint will be formally lodged and investigated. I hope this helps. Thanks, AnnaHi Anna, Thanks for your reply. I have already completed this complaint link and was informed by the same person (Lauren) who gave me the link in the first place that i cannot make claims against COVI... Read more
D-19 due to purchasing my insurance after Jan 31. So i am back to square one and very disappointed. My next avenue is ACCC.Anna J.Tick Travel Insurance
Hi Lyndal, there are 2 levels to our internal disputes resolution process, and if you reply to the email you recieved from [email protected], you will activate the second stage of review... Read more
. I'm sorry I'm not able to help in a more hands-on way, but I am not involved in this process. Thanks, AnnaSimilar opinion? Write a review on ieatwords.com.au!
Robert H.Murray Region, NSW
- Tick Travel Insurance - Top
- Verified customer
Simply awful waste of money
Spent 1.5 hrs on hold this morning to be told they would not compensate us 1 cent even though we bought their top cover before the Coronavirus outbreak, complete rip off
5 comments
Anna J.Tick Travel Insurance
Hi Robert, I can confirm that if you purchased your policy after 31st January at 4:00pm you are not covered for claims relating to coronavirus, since it would be assumed that if you bought your policy... Read more
after this, you were aware of the outbreak. The below post details our position on the coornavirus outbreak and how it affects cover. https://www.tickinsurance.com.au/travel-alerts/outbreak-coronavirus-worldwide/ Thanks, AnnaI purchased the policy on the 12/01 before the outbreak!!!! And you still told me to go away
Anna J.Tick Travel Insurance
Hi Robert, I sincerely apologise for the experience you had. We usually aim to be helpful and friendly, so I'm sorry if we dropped the ball here. I'm not part of the claims team, so I can't comment on... Read more
the outcome of your claim, but you may be eligible to submit a claim, depending on the level of cover you purchased. The below link provides all of the information you will need to submit your claim via email or post. https://www.tickinsurance.com.au/claims/manualsubmission/ Thanks, AnnaSimilar opinion? Write a review on ieatwords.com.au!
Questions & Answers
Gerrieasked
My reference no is 120009162
I have an email which requested information to be sent to you re our cancellation of our trip 1st May-31st May. As our doctor told us, that at our age it would be dangerous to our health to travel because of the virus, and the fact that we had cancelled before it was made a pandemic, and our policy was taken out last September, should we register the mail with all of the documents required, or do the transaction via email? We understand the excess per person is $200.00. My original enquiry was 5th march 2020 to Customer Support [Assistance].
5 answers
Hi Gertie, I took a picture of all my documents and emailed them back. As long as everything is clear there shouldn’t be a problem.
I thought I was asking a question to TICK travel insurance....
When you ask a question on product review anyone can answer. Just trying to help.
Nev. BARROWasked
Can I claim for a Air Vanuatu flight cancelled on 22/03/2020. Replacement flight purchased for our party of 4 adults and 1 infant.
3 answers
Anna J.Tick Travel Insurance
Hi Nev, if you purchased your policy before 4:00pm on 31st January, and your policy included cancellation cover, then you are eligible to claim for cancelling your trip, although it sounds like perhaps you are rescheduling instead of cancelling. Therefore, I cannot advise on the outcome of your claim, and I would recommend you lodge a claim. The below link includes all of the information you will need to lodge online, via email or via post, along with a list of documents that need to be included along with your claim.
https://www.tickinsurance.com.au/claims/manualsubmission/
https://www.tickinsurance.com.au/claims/
Thanks, Anna
Why did tick accept and take money for travel insurance after the 31st January then why did they take our money after that date for travel insurance our flights were cancelled by air Vanuatu 2 days before we were due to fly back to Australia not our fault and no explanation from air Vanuatu
Anna J.Tick Travel Insurance
Hi Nev, we continued to sell policies that provided the same wide range of cover our policies had offered before this date, with the exception of claims related to coronavirus. In addition, it was deemed a known event by this point, meaning it would be expected the policy was entered into with awareness of the virus and its developments. I would recommend you contact [email protected] with your policy number. They will be able to formally lodge your complaint and investigate your case. Thanks, Anna
Cath Casked
I purchased this cover in October 2022 for a trip in May. We are postponing this trip due to COVID. My cover does include COVID-19 events. I will be taking this trip - to exactly the same destinations and exactly the same travel duration - but a simple transfer of dates will need to apply. I have emailed customer service weeks ago however as yet to receive a response. There is nothing mentioned in my T&C's to indicate that a date change cannot apply. In fact - I'm sure a lot of policies have date changes applicable seeing as people purchase travel insurance before travel dates become firm. This request is being made before the commencement of my trip. Please advise on this and how a travel date change can be applied.
2 answers
Hi Cath,
I think if you go into your booking, it should allow you to change the dates, if not, just get in contact with the actual place you are booked into and see if they will allow a credit to be held for you.
And they would probably be able to change your dates also. If its non-refundable you may have just lost your money, Good luck.
Anna J.Tick Travel Insurance
Hi Cath, thanks for reaching out, but I'm afraid we are not able to change the dates on your policy, as this isn't something we can offer. Also, I'm afraid a refund can only be made if the policy was purchased within the last 14 days. Thanks, Anna
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Anna J.Tick Travel Insurance
Hi Kimalin, I'm very sorry for the situation you're in regardingchanging the dates on your policy, and I understand how this has caused unecessary annoyance. As a next step, you are able to contact co... Read more
[email protected] with your policy number, and your complaint will be formally lodged and investigated. I hope this helps. Thanks, Anna