Aaron AGreater Melbourne (Outer), VIC
- 3 reviews
- Tick Travel Insurance - Standard
- Verified customer
Terrible communication and service
I read the reviews and was quite pleased with the feedback from customers therefore I purchased a standard cover for my Japan holiday (March 28-April 11th). I made the purchase in early February.
However, due to the circumstances surrounding the Covid-19, I had to forfeit my holiday due to heavy restirctions and remarkably, everything we had booked was fully refunded (albeit $50 cancellation fee).
Twice I made contact using their online service requesting to cancel my policy to refund my purchase and no contact was ever made. Looks like I ha...Read more
ve to forfeit my hard earned cash for something I had no control over and a policy I couldn't use! Thanks for nothing! UPDATE: 2/4/2020 Anybody wanting to change/refund their policy, I have been told “no” after 2 weeks in limbo of not knowing what is happening after the lack of communication. Another reason to be disappointed by not considering the stressful situation and just pocketing the hard earned cash of hard working Australians. If it’s out of my control which makes this policy void, I don’t understand how they cannot offer a refund when it’s not applicable now with heavy travel restrictions? My holidays and accommodation were booked months in advanced and yet due to the unforeseen circumstance, my friends and I were refunded in full (albeit $50 cancellation flights fee). They are companies that know how to look after customers who have a strong understanding that we had no control of the situation that has forced us to cancel our holiday. Clearly a company that’s money hungry and not looking out for the well-being of customers. Let this be an experience learnt from my end. It’s the feedback I’ll be sharing with friends to NOT use Tick Travel Insurance!1 comment
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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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WilsonGreater Melbourne (Inner), VIC
- Tick Travel Insurance - Standard
- Verified customer
Scam and misleading
Lodge claim but nill result. Before I purchased the insurance, there is nothing mentioned about covid19 on their website around mid to end february, their website backdated with covid19 rules and anything purchase after 31 january you will not be able to claim. This is scam - anyone wants to buy please take screenshot their website. they will use all ways to avoid the claim.
3 comments
Anna J.Tick Travel Insurance
Hi Wilson, I think there has been a misunderstanding here. Our cut off date of 'no cover for coronavirus' is 4:00pm (AEDT) on 31st January, and was published to the website at 4:07pm on 31st January, ... Read more
which is a difference of 7 minutes. If you purchased your policy within this 7 minutes, please contact [email protected] and they will be able to assist you. Thanks, Anna
Hi, There is no misunderstanding. I contacted tick insurance before the purchase and no mentioned about the covid-19 and also i responsed the email that claim officer has sent to me and no response ba... Read more
ck. In this difficult period of time, this emergency claim is very important for us.Anna J.Tick Travel Insurance
Hi Wilson, we are currently stretched very thin by the unprecedented number of claims, queries, calls and emails that are coming through, so unfortunately, responses will be delayed. I am very sorry a... Read more
bout this and we're doing everything we can to reply to everyone in a timely manner during this difficult time. Thanks, AnnaSimilar opinion? Write a review on ieatwords.com.au!
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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!
Graham WilkinsonSouth East Queensland, QLD
- 2 reviews
Will never insure with them again. Bad sevice
I booked insurance with them 30 August 2022 for my trip to Japan in May. Because of the Corona Virus i was forced to cancel my trip. My flight and all accommodations have been cancelled and refunded.
Today i rang the insurance to request a refund for the money i paid them and was told No they do not give Refund. WHY. You buy something in a shop and you can return it if not used and get full refund. I am not going on my trip and will not use the insurance, so why are not giving the refund at a time like this.
Why should we booked with you again. Can we trust you. NO.
Graham Wilkinson
1 comment
Anna J.Tick Travel Insurance
Hi Graham, 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
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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!
Poor Customer Service
I tried to reschedule my insurance today as it was no longer needed due to corona virus but got told by customer service rep that I had called the day before to confirm I needed it and it is now too late. Considering I was at work the whole day and have no recollection of doing this they assure me I did, however they can't tell me when I called, who took the message or why I would need insurance for a trip I had cancelled five days earlier. Tried to speak with a manager but they were all too busy so I'm not expecting any joy from this mob.
Price is pretty cheap but you get what you pay for I suppose, I won't be using them again and can't recommend them as an insurer.
4 comments
Anna J.Tick Travel Insurance
Hi Tony, I'm not sure what you mean by "got told by customer service rep that I had called the day before to confirm I needed it and it is now too late"? I understand that you are saying that we said ... Read more
that you had called yesterday but you don't think you did. However, I'm not sure how this would be relevant to a claim. Could you please clarify what you're looking to do? Thanks, Annayour rep told me I called yesterday to confirm that I still needed the insurance and because I'd done that it was now too late to change the dates
Anna J.Tick Travel Insurance
Hi Tony, if you send me your policy number via private message here on Product Review, we'll be able to investigate all calls connected to your case, and respond from there. Thanks, Anna
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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!
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- Tick Travel Insurance - Basic
- Verified customer
Travel insurance - change of date
I recently purchased a travel insurance policy for my trip to Bali which was recently postponed due to the Coronavirus pandemic. I contacted them to change the date and there is nothing they can do for me. I don't want a refund, I just want to change it to a future date but I don't know when that will be at the moment. I received credit for my flights and accommodation at late notice so can't understand why Tick Insurance can't do the same due to the circumstances in the world at the moment.
1 comment
Anna J.Tick Travel Insurance
Hi Julia, I'm sorry to hear about the frustrating experience you're having, I'm afraid we aren't able to transfer a policy to a new trip, or offer credits for a policy to be used later. This is partly... Read more
because an insurance policy is very different to flight tickets and accomodation and is not transferrable. Thanks, AnnaSimilar opinion? Write a review on ieatwords.com.au!
paul
- 3 reviews
zero customer service
Purchased travel insurance from this company.
They will not answer the phone, or respond to emails
Do not bother using this company, you will not be able to get any assistance from them . you will end up giving away your money.
1 comment
Anna J.Tick Travel Insurance
Hi Paul, I'm very sorry to hear that you've found out customer service lacking. This is far from what we aim for, which is efficient and friendly service. However, with the recent unprecedented influx... Read more
of calls and emails we're recieveing due to the global coronavirus pandemic, there will be some delays in getting back to customers. If you would like me to follow up your particular case, please reply to the private message I have sent you. Thanks, AnnaSimilar opinion? Write a review on ieatwords.com.au!
TerryPerth, WA
- 2 reviews
Tick cruise cover excellent
Having compared policies online, I found Tick cruise cover was very competitive on premiums and easy to apply for online, including for my existing medical condition at no extra premium.
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Taryn WGreater Melbourne (Metropolitan), VIC
- 2 reviews
great value and cover
Easy to set up, great value for money and always has the best excess cover for hire vehicles( when needed). Have used TICK frequently over the last couple of years.
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DrAmitSouth East Queensland, QLD
They won't even refund your policy.
Only insurance company I have dealt with the won't provide a policy refund and I haven't even travelled yet! Be careful with their terms and agreements, they are not as flexible or reasonable as other providers.
1 comment
Anna J.Tick Travel Insurance
Hi there, I can confirm that you are able to cancel your policy and recieve a full refund, provided that you are within the 14 day cooling off period. Thanks, Anna
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Karen W.South East Queensland, QLD
- 2 reviews
Can't Contact when there is a HICCUP
I have been attempting to contact TICK INSURANCE because I have to cancel my holiday for family reasons. I chose to email rather than phone as my circumstance is not "URGENT" as per your website. I filled out your contact form and no one has bothered to contact me. I realise with the Corona Virus causing challenges there would be some delays in response, however, my challenge has nothing to do with this and I need to rectify my challenge ASAP. I've been using TICK for the past several years. I've never had to make a claim and now that I require some assistance I've heard nothing.
1 comment
Anna J.Tick Travel Insurance
Hi Karen,
I am sorry to hear about your experience. Please send me a private message with your policy number or email address and the team will contact you as soon as possible. ... Read more
Regards, AnnaSimilar opinion? Write a review on ieatwords.com.au!
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Can you let me know if our insurance for trial starting 25 March is covered for the Coronavirus to America
It was affordable but we haven’t travelled yet so when we come home I’ll update my post. We saw that it was easy to apply for and we’re happy to have it because it’s affordable.
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David M.Greater Melbourne (Metropolitan), VIC
- Tick Travel Insurance - Standard
- Verified customer
Everything I want
Have used Tick Travel Insurance 5 or 6 times over the past few years and find their policies cover all my requirements. Fortunately have not had to make a claim so far. The cost is always far better than competitors.
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john 1604sydney
- 11 reviews
quick no fuss well priced
Went on a cruise febuary and found that noumea requires that we carry health insurance or we may be denied into the country something new.We shopped around and took out Tick very simple and cost effective for our needs.We had no problem at all.However when docking at noumea a guests was been put into an ambulance and we heard that the ambulance and hospital would not accept her until they had clearance from her insurer.This made us very happy that we did take out the policy.
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BeatriceGippsland, VIC
ideal
good value went on compare the market and this one came up on top i had never heard of it previously i am not travelling until august so a long way off
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AnthonySydney, NSW
Refund
Our flight was suspended due to coronavirus, the company will give me a refund. So I bought another new policy for my trip in August 2020 to the Baltic and Fjords,
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Questions & Answers
Philip Baramasked
Re: Policy Number MS/TK/305143/24935700
Paid for this policy on 4 March 2021: am I ever going to get a refund on this cancelled policy?
2 answers
Anna J.Tick Travel Insurance
Hi Philip, I'm afraid that we are not offering refunds on policies outside of the 14 day cooling off period. In terms of next steps, I would advise you to send your policy number to [email protected]. This is our official channel for complaints, and your complaint will be formally lodged, and your refund request will be investigated. I'm genuinely very sorry about the inconvenience and frustration this must be causing. Thanks, Anna
Thank you Anna J for your three nonsensical replies. Not only was my cancellation within the prescribed period I was referring to the reply from LAUREN of Tick on 27 March 2020 that stated that my 'request # 327938 has been solved' and that my refund would be deposited into the account from which I had paid Tick.
Is Tick going to rip-off two aged pensioners forced to cancel their proposed trip because of the Government's clamp-down on aged people's travel as a result of the Covid-19 pandemic?
Chris W.asked
Hi Tick Insurance Team, you received our claim by post on 30 Mar. (Claim No. 120008102) for cancelled overseas travel due to our Government’s ‘Do Not Travel’ advice effective from 18 Mar. We have the top cover and took out our policy on 29 Oct 19 for travel from 16 Apr - 03 Jun 20. While we appreciate this is a busy time for everyone during the COVID 19 crisis, we are not even getting a response to my mails (09 and 16 Apr) to you where we are advising additional refunds and waivers we have secured since submitting our claim. On 09 Apr we were advised by you that a claims manager would be in touch, but to date we’ve had no contact by mail or phone, let alone any indication of a likely processing time, noting 10 days is your normal standard for completing a claim, and you have so far had our claim for 21 days. In order to avoid us escalating this due to no response to date, can someone from Tick Insurance please action my mails and give us some indication of your current processing delays by mail or phone.
Regards Christopher & Paula Wall
4 answers
Anna J.Tick Travel Insurance
Hi Chris, I'm very sorry for the delays you're experiencing, and I'd like to help by following this up for you. Could you please send me a private message (in order to protect your privacy) with your policy number, so I can investigate this for you? Thanks, Anna
Thank you Anna, but what are your contact details for a PM? Alternatively, you have my claim number in the above query - I would hope you can also follow up with that? Regards Chris Wall
Anna J.Tick Travel Insurance
Hi Chris, my apologies for the oversight, I can confirm that I will be able to follow up using your claim number. Thanks, Anna
Kira Dasked
Are the cost of repair quotes covered? I have been told they are not and given all apple stores are currently closed, apple certified resellers charge around $100-$200 for a repair quote which I cannot afford if in the end the claim is denied especially after my claim for the fee I paid to recover data on my phone was denied.
3 answers
Anna J.Tick Travel Insurance
Hi Kira, thanks for reaching out.
You may be able to claim for the cost of repairing a damaged item, assuming the policy you purchased offers this cover. You will need to provide a receipt for the repair cost, and I can't comment on whether it would need to be repaired by Apple, or an authorised repair shop. Also, you should factor in the excess payable on your policy. This may be $0-$200 depending on which excess you selected. The best thing to do would be to submit a claim. The below link provides the information you will need to submit a claim:
https://www.tickinsurance.com.au/claims/
I hope this helps. Thanks, Anna
Hi Anna,
I have the top cover of insurance with the no excess option. I initially submitted a claim for the cost of data loss due to water damage when my phone unfortunately fell. I have been denied that claim because apparently data repair is not covered even though the loss was due to water damage that did not occur in ‘baggage’ instead when it fell hence there is also a cracked screen. I submitted a receipt for that which left me $650 out of pocket because apparently that’s not covered which I think is quite unfair. I do not want to spend an extra $185 for a repair quote or whatever the repair cost would be if again you guys will deny that.
Anna J.Tick Travel Insurance
Hi Kira, I understand your concerns, but unfortunately, as I'm not part of the claims team, I'm not able to comment on what the outcome of your claim would be, as I'm not qualified to do so. The only way to get an absolute answer to your question would be to submit a claim, and see what the outcome of your claim is. Thanks, Anna
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Anna J.Tick Travel Insurance
Hi Aaron, I'm sorry for the experience you've had, and for the delays in communication - I understand your frustration. If your initial contact was with our sales or service team ([email protected]... Read more
om.au), I would encourage you to email [email protected] and the team will lodge your complaint formally and investigate your case. I'm afraid this too will take longer than usual, but it will mean your case gets reviewed and your complaint is formally lodged. Thanks, Anna