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The Works (Comprehensive Overseas Insurance), The Basics (Budget Overseas Insurance), Domestic, Annual Multi TripS Golf
- 3 reviews
- The Works (Comprehensive Overseas Insurance)
- Verified customer
Great unless you need to claim
Lodged a claim for medical bills I occured in the USA over a month ago. The claims process takes too long as every time they require something further and you privide it, the 10 business day processing period starts again. Was emailed asking for details I'd already provided and so the 10 business days starts again. Have used other providers in the past and never had a claim take more than two weeks. Terrible claims process
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Very Happy
I was happy to know TID insurance was there even though I didnt need it. My trip went smoothly and I was thrilled to spend quality time with my daughter and newest granddaughter. Thanks for being there if I needed you.
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I can't thank TID enough!
Unfortunately my Bali holiday was spent in hospital having emergency surgery on my apendix, i was so worried and emotional, TID staff were fantastic and so caring, they called me often to see how I was doing . thankgod I had full cover, as it was a huge bill. Totally recommended TID, I'll be sticking with them thats for sure.
Thanks again to the beautiful staff that I talked to..
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Excellent service
Wife & I chose TID for our recent trip to South Korea being cheaper than previous policies with Medibank. More importantly for the service they provided our daughter earlier in year who had TID and needed to claim following skiing accident (ruputured ACL) in Japan. TID were excellent at responding in getting medical support, organising her repatriation to Australia paying all costs, business class flight home, medical expenses in Japan and reimbursement of travel & accommodation of used later holiday all the while keeping us in the loop.
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JohnGreater Melbourne (Metropolitan), VIC
Delivered more than I expected
Any insurance is a bit of a gamble, and you only ever really know how good any company is until you have to claim. TID came through and more for me. Had 2 issues from a car hire (tyre repair and low speed collision damage). Not excessively large claims. but both paid out in full and within a couple of weeks of claiming. Great service, and would definitely use TID again based on my experience
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SelenaSydney, NSW
- 2 reviews
Helpful staff and comprehensive cover for all your travel items
I feel that my insurance is slightly higher than average however the service and the additional item it had covered worth the price. I have not yet lodged a claim however this is the number one choice for whenever I need to buy a travel insurance.
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JeremyPerth, WA
No more worries when travelling overseas
I thought the initial price was fair for $100 excess but never thought i would actually need it. Unfortunately my daughter ingested something contaminated and had to be admitted to hospital for 3 days. I knew it would be expensive and emailed TID to see if they could cover the costs for me. After a couple of emails they managed to contact me through the hospital phone with a doctor who talked with the local doctor over the phone. They rang every day to see how my daughter was and if she would need any more treatment. We were able to stay in a r...Read more
oom to accomadate me, my wife and daughter so we could stay with her and all costs including the medicines to take home were covered. All staff were friendly and quickly resolved an issue, when the hospital tried charging me the bill, that had already been guaranteed for payment. I will always use TID from now on.Similar opinion? Write a review on ieatwords.com.au!
AdrianSouth East Queensland, QLD
- 2 reviews
Great value and service
I have been a customer of TID for several years on multiple trips both for domestic and international travel and would highly recommend them. Their service is cost competitive and easy to use and understand. Both occasions we had to lodge a claim they were dealt with efficiently and fairly.
1 comment
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RobynFar North Queensland, QLD
- 3 reviews
Worse travel insurance company to use
TID are happy to take on a policy year after year and when I actually put a claim in for smashed suitcases and missing jewellery, they suggest it is my fault and do not reimburse.
the whole process of lodging a claim is almost impossible. when receipts and invoices are finally uploaded to the computer or copied on the smart phone, there program does not allow the upload ( even though it does not exceed file limit), so a followup email is needed. the whole lodging a claim took me a good part of the day, which many phone calls to TID, where you were kept on the phone waiting for up to an hour.
A useless business.
2 comments
BrendenTID Travel Insurance Direct
Hi Robyn, sorry to hear of your poor experience with us. So I can look into it for you could you kindly provide me with your policy number? [email protected] Ash, TID Customer Experience Manager
Why bother ?, you are still sending emails ( one today) asking that I get a repair quote on a smashed suitcase .
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Unhappy customerSydney, NSW
Poor service indeed
I was going away for a 4 day adventure holiday in remote Australia. At the airport, I searched for insurance options that would cover for domestic travel medical evacuation. TID seemed to be the only one offering this. I made the purchase and immediately read the PDA in the confirmation email, only to realize the medi-evac did not in fact cover domestic travel, and further, there was a 72 hour exclusion. This meant not only did I not have medi eval insurance, but I also effectively had no insurance for the entire duration of my trip.
I tried t...Read more
1 comment
BrendenTID Travel Insurance Direct
Hi there, sorry to hear of your disappointment with TID. Could you kindly provide me with your policy number so I can investigate this further for you? [email protected] Ash, TID Customer Experience Manager
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JessGreater Melbourne (Metropolitan), VIC
- 2 reviews
Awful do not use
Absolutely awful experience. I’ve been waiting more than 20 days for an outcome of my claim.
Average response to emails is 10 days for 1 reply. More than 30 minutes on hold waiting to speak to an operator.
I’m disgusted.
My flight was cancelled for a week trip and because I could not on a flight for 4. Days later I asked Jetstar for a refund and now travel insurance direct are refusing to pay my missed hotel accommodation saying I could have stayed there 3 days. Absolutely a joke!!!!’
Do not use
6 comments
BrendenTID Travel Insurance Direct
Hi Jess, sorry to hear about your disappointing experience with TID. We have been experiencing a higher than usual volume of claims of late, having the said that most of our claims are assessed within... Read more
10 working days which is why I'm disappointed to hear your claims has gone on for 20+ days. If you could kindly provide me with your claim number I can flag it with our Claims department [email protected] Ash, TID Customer Experience ManagerAsh is this your correct email address? It says it can’t be sent to this email address????
I’ve emailed you, please reply! I’ve also been on hold for over 45 minutes on the phone.
They take 10 days to reply to 1 email and I have spent over 45 minutes on hold!!! ... Read more
Please consider using other company as this is outrageously poor service.Similar opinion? Write a review on ieatwords.com.au!
- The Works (Comprehensive Overseas Insurance)
- Verified customer
I am in the UK and have been trying to contact them for 5 days by phone leaving msgs and callback
I am in the Uk and my web access to TID is not working for some reason. I have been trying to contact them for 5 days on the 1300 number to extend my policy. I end up in queues till my skype credit burns away . I have left callback numbers, no callback, I have even left voice msg with the details and call back number no reply. I found a customer service manager email on the web admittedly 2 yrs old but no reply to that either. I have used them for lots of travel over 5 yrs and found them good ( no claims tho) but this is driving me mad. They sh...Read more
ould have email or at least return calls they say they will or perhaps an OS number that does not get stuck in the Aust. queue and never get answered. I even contacted the emergency number even tho not an emergency, they answered but could not help other than leave a note on my file. After spending probably $5k+ with them i doubt i will use them again3 comments
BrendenTID Travel Insurance Direct
Hi Paul, sorry to hear of your frustrating experience with us. Whilst we are unfortunately experiencing higher than usual wait times at our Customer Service Centre, there are no know issues with our w... Read more
ebsite. If you could kindly provide me with you policy number that way, I can have our customer service team look into your query as a matter of urgency. [email protected] Ash, TID Customer Experience ManagerHi Ash, I actually sent a message to your email address as well with the full story, and got no response nor a read receipt. The issue with the web site was that I appear to have 2 accounts, one respo... Read more
nd Hi my wifes name but my email and one hi my name I can get into mine which shows about 10 old contracts but not the wifes and this appears to be where this current contact is. Anyhow it does not matter now as after 6 days of trying i went somewhere else.BrendenTID Travel Insurance Direct
Hi Paul, sorry about that - I've just had another look through my inbox and still couldn’t find your email. If you could kindly resend or just provide me with your policy number via message. Ash
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ZacPerth
- 8 reviews
- 6 likes
Just awful to deal with
They are terrible to deal with. I made a claim in May, it's now August and it's still not resolved. They intentionally string it out and delay.
Every single time they email you either requesting the same document(s) you have already sent them, a document that you don't have and have previously advised them of that fact, or some other information they could have asked for in a previous email.
The real kicker is that EVERY interaction with them starts a 10 business day wait - and every single time they wait at least the full 10 business days be...Read more
fore replying with their stalling question(s). You then respond and wait 10-15 business days, they'll reply without answering your question or asking something else unrelated, and then you have to wait another 10-15 business days. You can't ring them - I've tried 4 times at various times of the day and never been able to get through. The hold times before I've had to hang up have been: 63mins, 74min, 92mins and 61mins. This is completely different to my experience with another 2 travel insurers who are at least contactable by phone, and much quicker to respond (still a bit slow, but usually only 5 days).2 comments
BrendenTID Travel Insurance Direct
Hi Zac, thank you for taking the time to share that frank feedback with us, I'm sorry to hear how disappointed you have been with our claims service. Our claims are generally assesed within 10 working... Read more
days so I'm concerned to hear it has taken so long for us to asses your claim. I would like to look into it and flag with Management in our claims department, for me to do so can you please provide me with your claim number? [email protected] Ash, TID Customer Experience ManagerWell I did that 6 days ago and didn't get a response. I guess everything is a minimum of 10 days with TID?
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Anna02Melbourne
- 2 reviews
- 1 like
Very slow in communication and processing your request
I have been sick overseas, contacted their emergency support but just keeps on ringing so we decided to ring the customer service instead and transferred us to someone. Since I really feel sick, I let hubby do some of the talking because we are in the hospital already with the kids and I need to undergo some procedure to rule out some serious illness. I have to stayed a night, they communicated through email and call. The next day I will be going home but if I'll wait for them to conduct their process etc it will take me ages to get out from...Read more
the hospital so I paid the bill by myself using my credit card and decided to claim later on. Filed the claim after few weeks and it's nearly been a month still no result. I rang them two weeks after to follow up, that's when they decided to send me an email asking for additional information from my local gp. I submitted and still waiting for the response. My point is they could have asked this a week after I submitted the claim and not right after I follow up. They have been my insurance since 2012, I didn't make any major claims, if you claim for like less than a $100 they will process it straight away and this is the first time that I have claimed for over a thousand dollars (less than $4,000) and the process is painfully slow. I have to deal with loss of conversion rate (since I used my local card overseas) and now probably late payment fee and an interest because it will be due soon and I'm expecting the money to be reimbursed by them. Oh and wait, if you try to ring their claims department be ready to wait for an hour before you can talk to someone. At first I thought, they are just really busy but I have been ringing for the third time now and never even got a short waiting time. You will really test the integrity of your insurance in situation like this. It's time for me to switch to a new one I guess next time we travel. I even refer them to a friend but she have used another insurance and I should have listened to her to try something else. I will not recommend TID anymore as I'm sick and tired of hearing "sorry to keep you waiting, we will get back to you in a TID!" I guess they are very quick in signing you up and getting your money but when you need them the most, out there somewhere and you will be more stress! Definitely frustrated customer now! I have been a loyal customer for 6 years and now that I needed to really claim, they made me feel that my claim is not their priority as they are a very busy company!4 comments
BrendenTID Travel Insurance Direct
Hi Anna, sorry to hear you were unwell during your trip. I hope you are now on the mend. Apologies for the poor experience you received from us on this instance. I would very much like to look into it... Read more
for you and flag it with Management in our Claims team. Could you kindly provide me with your policy number so I can do this [email protected] Ash, TID Customer Experience ManagerI have emailed you over a week ago and heard nothing. I rang your underwriter XL insurance company after the CFCA gave me its' number and found out that your travel insurance is not being handled in ... Read more
Australia. I'm surprised and maybe this is the reason why the communication with your company is so impossible this time. Lloyds used to be the underwriter and now XL insurance, is this the reason why your process is so slow? The waiting period of 10 business days just to acknowledge/answer issues is a bit absurd. You are stressing me out now and no one bothers to get back to me. Ringing your number is the worst, you will need to wait for 2 hours just to hear "we will forward your concerns to your case manager" whom I feel like ignoring my issues.BrendenTID Travel Insurance Direct
Hi Anna, thanks for following up. I've had a look though my emails and unfortunately your email didn't seem to come through, could you kindly resend and cc [email protected]? Sorry for the inconvenience... Read more
. As for the delays in service, unfortunately we have been experiencing a much higher than usual volume of calls over the past few weeks. Whilst you are right in pointing out our underwriters recently changed, our Customer Service, Claims and Emergency Assistance teams remain based here in Sydney. Apologies again for the delays you’ve experienced, I’ll keep an eye out for your email. AshSimilar opinion? Write a review on ieatwords.com.au!
DavidGreater Melbourne (Metropolitan), VIC
Why even have travel insurance?
After travelling to Europe and needing travel insurance, looked online and saw TID had some good reviews and i had used them before with no hassle. Had a hotel booking cancelled on us and had to rebook figured we would be ok since we have travel insurance. Get back to Aus and started a claim, downloaded the attached document, filled everything out, explained the situation and submitted all the relevant documents. Get an automated reply saying someone will get back to me, a week later someone emails and says they need further information which i...Read more
had already provided in the original claim along with all the correct documents, so i tell them the situation again and attach all the same documents again! get another automated reply saying someone will get back to me, a week later no response. Send a follow up email asking for an update NOTHING but another automated response, a week later send another follow up email NOTHING but another automated response, a week later send another follow up email NOTHING but another automated response. Finally got a response after 5+ emails saying they solved my case and would like to inform me that my claim was REJECTED because the hotel booking site i used had become insolvent and they would NOT cover such event. Why the hell would I get travel insurance if this kind of thing isn't covered? If you travel and have no problems yeah why not use TID, but if you want service and decent communication then probably don't use TID, NEVER EVER in my life time will i EVER use TID again or recommend TID to anyone2 comments
BrendenTID Travel Insurance Direct
Hi David, sorry to learn of your disappointing claims experience. Can you please provide me with your claim number so I can look into it for you and if need have your claim reviewed [email protected] Ash, TID Customer Experience Manager
Hi Ash,
Thanks for the reply, at least someone does from your company... Read more
Claim number TIDA105813Similar opinion? Write a review on ieatwords.com.au!
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CarolGreater Melbourne (Outer), VIC
Claim process easy and in line with policy
Following a trip, I had the need to lodge a claim with TID for damage to my camera and lens. It was made a little awkward by the fact that I (a) extended my travel and (b) when I returned to Australia, I was leaving 5 days later so only had time to lodge my claim but not seek the necessary quotations to progress the claim immediately. Also, I was reluctant to travel to my next holiday destination without my camera, which was still limping along. Well, TID were very accommodating and clear in their communication. I lodged the claim prior to my ...Read more
departure and sought their approval to take my camera with me and then to progress the claim on my return. I again extended my travel plans. I made sure that I kept TID up-to-date every time I changed my plans and they continued to assure me that, provided I met the conditions of the insurance policy I had purchased, that they would proceed with the claim. My claims officer, at all times, exceeded the time expectations set out in the automated email response. Once my claim was settled, the payment was made into my account on the same day. (I was also fortunate enough to get great service from the camera shop I used; but that is another review!). I use TID because I am able to purchase – or extend - travel insurance while I am overseas (as well as they meet my requirements). I am pleased to say that I have been satisfied now by both the policy offerings and claim settlement process. Definitely a recommend.1 comment
BrendenTID Travel Insurance Direct
HI Carol, thanks for taking the time to share that feedback with us. Sorry to hear about the damage to your camera. I'm however delighted to hear how happy you were with the claims service and policy ... Read more
flexability. Hope you have fun planning that next adventure, we look forward to hearing from you then. Ash, TID Customer Experience ManagerSimilar opinion? Write a review on ieatwords.com.au!
SydSydney Surrounds, NSW
Disappointing
TID does not cover what you would expect a decent travel insurance would. Plus making a claim is non-responsive, very little of help. GO somewhere else and pay a few extra $.
1 comment
BrendenTID Travel Insurance Direct
Hi Syd, sorry to learn of your disappointment with our claims process. I would be happy to look into it for you and if need be have your claim reviewed. Please provide me with you claim number if you ... Read more
would like for me to do so [email protected] Ash, TID Customer Experience ManagerSimilar opinion? Write a review on ieatwords.com.au!
mmayoGreater Melbourne (Outer), VIC
- 3 reviews
- The Works (Comprehensive Overseas Insurance)
- Verified customer
Customer service and claims let this company down, look elsewhere for better!
I have been a loyal customer of TID for at least 6 years, but after 2 experiences with their claims departments, and multiple interactions with customer service, it's time for me to do my research and move on to something better (and going by Choice and plenty of other review websites, there are a lot better, and cheaper out there!).
The first instance that lead to me having to make a claim was after i broke my ankle in Bhutan. The nurse that i dealt with was great, very compassionate and understanding, and the fact i could talk to her over Wha...Read more
3 comments
BrendenTID Travel Insurance Direct
Hi mmayo,
Thank you for taking the time to share that comprehensive feedback about your experince with TID. I'm sorry to hear how let down you have felt by the coverage and process. If you could kind... Read more
Thankyou Ash. I have just sent an email to the above email address with my claim number. I hope this matter can be resolved as soon as possible.
Hello Ash. It is 2 days shy of a month from when i lodged my claim and it still does not appear to be any closer to being resolved. I was asked for some further details by James in the claims departme... Read more
nt on Thursday of last week, but it was for information i had already provided, which leads me to believe TID is trying to delay paying me for my claim. James also called me at 4:01pm on Thursday 8 August, and as i unfortunately missed his call, he left a message saying he would call me back at lunchtime the following day, Friday 9 August. I am still waiting on that call. Very disappointed by the continued lack of service by TID.Similar opinion? Write a review on ieatwords.com.au!
DisappointedSydney, NSW
Great till you make a claim
Attempted to make a small claim ($500) my son slipped and smacked his head in Whistler and got concusion, very scary he couldn’t stop throwing up. Went to emergency and got him sorted. Put in a claim, we don’t seem to have enough evidence, I don’t think they believe we were there! Even though I have my credit card receipt, accomodation details, boarding passes seriously they just want you to give up.
Be prepared to jump through more hoops that a Circ de Solil performer.
12 or so trips in the past six years, around 10k of premiums for what ? Thank god we never had a serious claim on the other trips, I don’t feel like we were covered at all.
Looks good on paper, Scmick APP, but they are only as good as when you make a claim.
Shop around
1 comment
BrendenTID Travel Insurance Direct
Hi,
I'm sorry to hear of your disappointing claims experience with us. Whilst it's true that our claims team may ask for certain supporting documents when assesing a claim, it's certainly not our int... Read more
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It takes them a week to write one email
I made a clam over a month ago every time they email me wanting some information I email back straight away with the info then a week later they want something else now after only receiving 4 emails the most recent one is the same as the first on. They just can't communicate.
1 comment
BrendenTID Travel Insurance Direct
Hi John, sorry to hear of your disappointing claims experience. Could you kindly provide me with your claim number so I can look into it for you? [email protected] Ash, TID Customer Experience Manager
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Questions & Answers
Alex D.asked
Our cruise has been cancelled due to govt guide line that no ship will depart or enter ports in Australia until 30th June 2020. therefore our trip on the 22nd May until 5th June 2020 has been cancelled due to the pandemic crisis.
A full refund has been offer by the shipping line. We want to cancel our travel insurance before it the insured date arrives. We do expect a full refund as no claim is being made.
1 answer
Customer ExperienceTID Travel Insurance Direct
Hi Alex,
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.
Regarding the cancellation of your insurance, i'll send you a private message to get a few more details about your policy.
Thank you,
Brenden - Customer Experience
Valerie A.asked
What is happening with regards to refunds and the corona virus.
Do we get refunds on airline tickets, do we get a refund from canceling yr policy?
1 answer
Customer ExperienceTID Travel Insurance Direct
Hi Valerie,
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.
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.
For more information on how coronavirus (COVID-19) affects your policy, please click here:
https://www.travelinsurancedirect.com.au/travel-alerts/novel-coronavirus-faqs
As this is a constantly evolving situation we recommend you continue to visit our website for the latest information.
Stay safe,
Brenden
Annasked
If we travel during a pandemic does the medical cover still apply should you get sick with the pandemic virus in a foreign country? Thank you regards Ann
1 answer
Customer ExperienceTID Travel Insurance Direct
Hi Ann,
Thanks for getting in touch, I can understand any concerns right now when it comes to making travel plans. We've included detailed information on our coverage for this on our website, which you can find here: https://www.travelinsurancedirect.com.au/travel-alerts/novel-coronavirus-update.
Our customer service team is also available to answer any additional questions and you can reach them on 1300 843 843.
Thank you,
Brenden - Customer Experience
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BrendenTID Travel Insurance Direct
Hi Adrian, thanks for taking the time to share that feedback with us! Glad to hear you have been happy with our service over the years, we look forward to hearing from you when you are ready for that ... Read more
next adventure. Ash, TID Customer Experience Manager