Flexicover Travel Insurance Reviews - www.flexicover.co.uk

★★☆☆☆
2.1 / 5
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26% of users recommend this
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Latest Reviews

★☆☆☆☆

“No cover at all”

Written on: 21/07/2016 by Millneil (1 review written)

Had a accident so took myself to hospital as was not sure if I had broken my thumb No one in hospital spoke English but I managed to determine that I had a small fracture which they bandaged and splinted. Being a hairdresser I was worried that this was the right thing to do and was unable to speak with the doctor properly. I rang flexiecover to see if iemail the X-ray or could they arrange for me to speak to a doctor I was told because I did the most logical thing and went to the hospital first… Read Full Review

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★☆☆☆☆

“Don't be afraid to formally complain if you're not happy”

Written on: 19/07/2016 by DimeBar1969 (2 reviews written)

This policy was/still is recommended on several comparison websites. The price is competitive and the cover sufficient for our needs. THAT WAS THE GOOD PART? ITS ALL GOING DOWN HILL FROM NOW ON......... Beware the Declaration form for "pre-existing medical condition" I've copied and pasted the section below. --------------------------------------------------------------------------------------------------------------------- What is a pre-existing condition? You should tell us if you: a… Read Full Review

Flexicoverhelp's Response to DimeBar1969's Review

Written on: 21/07/2016

Our insurers follow high standards and provide each customer with a route to have their claim reviewed if dissatisfied in anyway. Good to hear that all is now resolved for you. We look forward to continuing to be of service to you again.

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Dimebar1969's reply to Flexicoverhelp's Comment

Written on: 21/07/2016

Thank you for your response.

The purpose of this review was to point out to everyone not to accept your first refusal. A reoccurring theme from my own personal experience and from other customers of yours, is your reluctance to pay out on claims.

Your claims handlers - Travel Claim Services - are refusing payment of claims even if these are obviously acceptable. How many of your customers have begrudgingly accepted your first refusal, when they should have been paid. How much money have you saved by not paying out perfectly reasonable claims.

Travel Claims services are not abiding by your own guidelines. Therefore you are getting poor reviews on here and other websites. According to the Financial Ombudsman's website, Travel Claims Services have over a hundred cases against them being investigated. Not very promising is it.

If i was you i would change Claims Handlers.

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★☆☆☆☆

“DO NOT BUY FLEXICOVER INSURANCE”

Written on: 13/07/2016 by Barbados2014 (1 review written)

It's only now that me and my girlfriend are due to go on holiday again that i came across this review site whilst looking for quality travel insurance. We purchased "Platinum" travel insurance from Flexicover in 2014 which, after reading all policy detail, i thought covered us for all eventualities with it's £10,000,000 medical cover - i could not have been more wrong. We went on a 2 week Caribbean cruise January 2014. On our transfer back to the airport in Barbados, my girlfriend felt… Read Full Review

Flexicoverhelp's Response to Barbados2014's Review

Written on: 20/07/2016

We are very sorry to hear of your girlfriend's experience. Local services (e.g. airport and medical care) are beyond the direct control of insurers as you will appreciate and our insurers monitor EVERY medical case on a 24/7 basis. A number of your comments pertaining to the insurer's service may not be fully appreciated, but this is not a forum for such discussions. Our insurance policy lays down a clear method of complaints but we would be very happy to fully investigate your complaint at a senior level. Your anonymous status precludes us from contacting you but please contact us and we will do our best to resolve your dissatisfaction upon receipt. We hope and pray that your girlfriend has recovered fully now. The Flexicover team

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Barbados2014's reply to Flexicoverhelp's Comment

Written on: 20/07/2016

Yes, i am well aware emergency services are out of your control.

What IS in your control however is the ability to aid clients when they require your assistance - something you failed upon at every single stage of the management of this case ranging from initial support to aftercare when we were repatriated into the UK.

You say your insurers monitor every medical case but not ONCE did i receive a call from Flexicover / Mapfre requesting an update on my girlfriends medical condition - i ran up a phone bill of over £400 contacting YOU from Barbados requesting assistance only to be told to "collect receipts" or "wait to hear from us".

I would still be in Barbados now if i had followed your advice.

Yes it does lay out a complaints procedure, I followed this only to be passed from pillar to post by multiple uninterested members of your company who were of no help whatsoever in recovering funds - as mentioned, they lost the first set of original receipts!!!

This forum is for customer reviews - i will comment on the highly unprofessional service i received in any way i please.

I have no intention of contacting you - you had every opportunity to assist and discuss the aforementioned issues across a 10 MONTH period but were uninterested.

Only now that the review is accessible to public do you feel the need to be attentive!!

The purpose of this review is to highlight the risk of selecting Flexicover Travel insurance as i would not wish my experience on my worst enemy.

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★☆☆☆☆

“Terrible”

Written on: 12/05/2016 by Kimberley1981 (1 review written)

Purchased flexi cover insurance for me and my family travelling to Cyprus. My 19 month old daughter hurt her leg and couldn't walk on it on the first day we was there. Our hotel called us a taxi to the closest hospital, when I called flexi cover insurance the lady was exstreamly rude and told me we should have gone to an nhs hospital and not a private practise I kept asking the question as to whether they would cover the bill and she kept insisting we needed to re-direct to nhs so they wouldn't… Read Full Review

Flexicoverhelp's Response to Kimberley1981's Review

Written on: 12/05/2016

We are sorry to learn about your daughter’s recent injury whilst you were travelling and hope that she is now on the path to recovery. All of our policies do provide reimbursement for medical expenses incurred during a trip and details of the claims process are contained in your policy document. Some policies do have an excess on this section of the policy which is waived should use any EHIC services that are available at a European destination. It is unfortunate that this was not explained in more detail at the time of your request for assistance and we are sorry that this occurred and are in touch with the teams about this. Whilst we do not get involved in claims, we are always here should you need to contact us for further information and if we can help in anyway with the communication process. In this instance do get in touch with our Customer Services who would be happy to assist.

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★☆☆☆☆

“Do not use flexicover.”

Written on: 23/03/2016 by RubiBlair (1 review written)

Only of any use if you don't have to claim. Refused any claim for out of pocket expenses caused by flight cancellation due to French air traffic control strike. Since the same happened to us last year and we'd had a battle with Ryanair insurance we decided to take out better cover. Ryanair did pay out our expenses in full after lots of squirming. Flexicover have refused point blank to consider our claim. Nor will they refund our premium for their completely useless travel insurance. What is… Read Full Review

Flexicoverhelp's Comment

Written on: 30/03/2016

Whilst travel insurance covers a number of eventualities, where a trip cannot be fulfilled by an airline EU regulations require the airlines to offer you either a full refund of the unused parts of your tickets, or to re-route you to your destination, as soon as possible. Regarding any claim dispute insurers have procedures in place whereby your case can be reviewed. Whilst we do not handle claims we can provide you with more information about these procedures. Please contact our customer services department if you need more information .

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Far4495's Comment

Written on: 27/05/2016

Im in Manchester I have just had a very bad experience.

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★☆☆☆☆

“Sharp practice”

Written on: 07/01/2016 by pwDalton236 (1 review written)

This company issued an automatic renewal notice for multi trip cover indicating a ten per cent discount had been applied since last year. On enquiry the cover had been significantly downgraded without any alert to the fact. Sharp practice in my view. … Read Full Review

Flexicoverhelp's Comment

Written on: 22/01/2016

We are sorry to hear about your dissatisfaction, please call our Customer Services Department who would like to look at this in more detail for you. Their telephone number can be found on our website. The Flexicover Team

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★☆☆☆☆

“No cancellation cover ”

Written on: 15/10/2015 by twRoach66 (1 review written)

Flight cancellation cover is not covered as standard. It's an optional extra hidden with ski and golf equipment cover. Please check your policy covers this. We had a flight cancelled 1 hour before boarding. Booked new flight etc. We returned home and called flexicover who said we were not covered if airline cancelled that is under travel disruption. Which is an optional extra.I will never use flexicover again bad company deliberately avoiding something that should be standard cover. Not worth… Read Full Review

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★☆☆☆☆

“No cancellation cover ”

Written on: 15/10/2015 by vfParsons309 (1 review written)

Had taken out cover with this company, and then had a flight cancelled 1 hour before boarding. Re booked flights etc. Called flexicover when we returned to be told cancellation does not cover flights when cancelled by airline this comes under travel disruption which is not standard cover it is an optional extra. Many people like me would expect that to be standard.so please check this when booking insurance cover otherwise it can be costly. I found out the hard way. Never will I use this… Read Full Review

Flexicoverhelp's Comment

Written on: 06/11/2015

We are sorry to learn about the inconvenience that you suffered when returning home from holiday. Whilst our travel insurance policies cover most common travel risks, we are not able to provide cover for every eventuality and in some cases the obligation to the customer may in fact lay with a travel provider. In cases such as yours, you may be entitled to some form of compensation from the airline.

Please refer to the airline website as they should have further information about delay and cancellations which we hope will be able to assist you further.

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★★★★★

“Fantastic service”

Written on: 14/09/2015 by Jovanny292 (1 review written)

whilst in Turkey I contracted gastroenteritis amongst other things, the service I received was outstanding. Whilst in hospital my partner was in a panic (not useful when you're not well) and everything was taken care of! Repatriated and reunited with our car at a different airport to where we landed. Just a brilliant experience when you are proper poorly. 10/10… Read Full Review

Flexicoverhelp's Comment

Written on: 08/10/2015

Thank you for taking the time to submit your review and to let us know about your positive experience in regards to the care you received when you fell ill on your trip. We hold our customers central in everything that we do and all feedback we receive is very helpful to us. We do hope that you are now fully recovered and if we can be of any further help, now or in the future, please do get in touch. The Flexicover Team.

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★★★☆☆

“Good and Bad”

Written on: 02/09/2015 by Braxtonv10 (1 review written)

Good - my claim was dealt with quickly and easily. Really nice people on the phone, from Travel Claims Plymouth, who deal with Flexicover claims. The forms were sent promptly, and claim processed efficiently. Bad - no money arrived for a month. I rang and emailed several times, to be told it was a glitch, and would be sorted. Nobody ever contacted me, even to tell me the money had eventually been paid. But, I would use them again, they were helpful and sympathetic, and the premium was very… Read Full Review

Flexicoverhelp's Comment

Written on: 03/09/2015

Thank you for submitting your review and letting us know about your experience. We are pleased that overall you have found us good value for money and that the initial service received by you was of a good standard. We would however like to apologise for any communication difficulties that arose during the final stages of your claim and we will contacting the insurers regarding this to see what process improvements need to be made. We hope that will continue to choose Flexicover Travel Insurance for your future travels.

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★☆☆☆☆

“Awful insurance company ”

Written on: 14/08/2015 by Paola321 (1 review written)

My partner and I had to jump off a burning boat into the middle of the sea in Thailand and lost all of our belongings ( literally not even a pair of shoes to our name) The whole experience was so dreadful. When we began to sort out our claim with Flexi cover they showed no compassion or customer care. It took us four and a half months to get money from them which no where near covered what we had. Because my partner didn't have many recipts for clothes, they refused to include those. They… Read Full Review

Flexicoverhelp's Comment

Written on: 14/08/2015

Thank you for taking the time to submit a review. Though we don’t get involved with the handling of claims, we’ll try to provide assistance where feasible. We would point out that the policy terms and conditions of most travel insurance policies are fairly standard and, this also includes the documentation needed should a loss occur. Where a decision has been made by the claims assessors, if you feel that you’ve been unfairly treated or that the claim has not been assessed properly against the policy terms, an insurer will have a complaints procedure available. If you’d like us to request details of this from the insurers, please let our Customer Services team know and we will arrange this on your behalf.

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★★★☆☆

“Policy excess”

Written on: 03/04/2015 by Cofroad (1 review written)

I have just taken out the very basic insurance cover for a 10 day trip to Ireland. I have just read the first part of the detailed cover and I was pleased to read that I am covered for: Emergency dental treatment £250 with an excess of £250 Single item, pair or set for £100 with an excess of £250 Valuables in total £200 with an excess of £250 Cash £200 with an excess of £250 Looking forward to making a claim? … Read Full Review

Flexicoverhelp's Response to Cofroad's Review

Written on: 14/04/2015

Thank you for your review. In many cases insurers will charge a lower premium when the excess is high, as the they are not exposed to lots of smaller claims. We do have a range of policies which offer different excess levels and some no excess at all. If we can help any further, please contact our Customer Services who will be happy to assist and answer any queries you have.

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Leeboyo1's reply to Flexicoverhelp's Comment

Written on: 13/05/2015

But as a decent reputable insurer. How can you justify charging more excess than you're actually covering for. Surely this is an oversight and voids the cover from from the policy and should be removed. Who in their right mind would pay £250 in order to receive maximum £200 worth of treatment?
Why factor in such ridiculous non existent cover when it could be completely removed to lower the price further and make you even more competitive.
It just smells a bit dodgy to me. I've used you for man years but this seems underhand and tarnishes your reputation in my eyes.

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Leeboyo1's reply to Flexicoverhelp's Comment

Written on: 13/05/2015

But as a decent reputable insurer. How can you justify charging more excess than you're actually covering for. Surely this is an oversight and voids the cover from from the policy and should be removed. Who in their right mind would pay £250 in order to receive maximum £200 worth of treatment?
Why factor in such ridiculous non existent cover when it could be completely removed to lower the price further and make you even more competitive.
It just smells a bit dodgy to me. I've used you for man years but this seems underhand and tarnishes your reputation in my eyes.

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★☆☆☆☆

“Avoid! Does not pay claims”

Written on: 21/11/2014 by D_Ryan_79 (1 review written)

Horrible travel insurance company. I had a valid claim for a pair of lost sunglasses (expensive Raybans) but they have a lot of unreasonable fine print... that you eventually find out about once you try and make a claim. I also have content insurance with Aviva and recently made a claim, their service was outstanding so I would recommend them no problem. Stay clear of flexicover… Read Full Review

Flexicoverhelp's Response to D_Ryan_79's Review

Written on: 26/11/2014

Thank you for letting us know about your experience. We do ensure that customers have the full details of what can and cannot be covered in the policy terms, which are available prior to purchase. Whilst we don’t handle claims, as these are dealt with by the insurers, you can have the claims decision reviewed if you feel that you have been unfairly treated or that the policy has not been correctly applied. Please contact our Customer Services and we can direct you to the relevant procedures to follow.

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Onewhocares's reply to Flexicoverhelp's Comment

Written on: 20/08/2015

if you don't handle claims, why do people pay you ?
if you don't provide helpful answers why do people pay you ?
if you don't call back when you say you will why do people pay you ?
infact what do you actually do apart from taking people money ?

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★★★★★

“very resonable priced insurance”

Written on: 01/11/2014 by Konnorc1956 (1 review written)

Was hospitalised with broken wrist in spain.got 1st class attention.when approaching flexi cover fr ins there was not a problem.very few qurstions asked.was extremely happy with response and results.would highly recommend this insurance company without fail 2 anyone.there was absolutly no problem with cumications language.evrything was straight forward… Read Full Review

Flexicoverhelp's Comment

Written on: 03/11/2014

Thank you for submitting your review. We are always pleased to receive feedback on a customer’s experience and we are sorry to hear about your hospitalisation. We do hope that you are now feeling better. We are pleased to have been able to help you on this occasion and should you need our help in the future, do get in touch.

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★☆☆☆☆

“disgusting pieces of dirt take your money but you ar...”

Written on: 09/07/2014 by Timmonsdb345 (1 review written)

took out a policy with them went to spain my wife had a fall needed staples in her head got a letter this morning from spaine saying not insured gust phoned the ombudsman let them sort it just wish I would of red revues first horrible people rip of compony use at your perrel… Read Full Review

Flexicoverhelp's Comment

Written on: 31/07/2014

Thank you for submitting your review. We are sorry to hear that your wife was injured whilst on holiday and do hope that she is making a speedy recovery. Whilst we do not get involved in claims we are always happy to help wherever we can. Our claims handlers are UK based and their claims contact numbers are shown in your policy document. If we are able to help you further please call our Customer Services and we will assist where we can.

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Dimebar1969's Comment

Written on: 20/07/2016

Not being funny mate.

But is any chance you can learn to write properly?

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★★★★★

“Great value, great service, very helpful”

Written on: 18/06/2014 by andyz0 (1 review written)

I always get travel insurance 'just in case' and opted for Flexi Cover's premium policy due to low excesses and decent price (not the cheapest but certainly in the top 10). I have always been sceptical about cheap travel insurance but I need not anymore, provided you check the policy terms, what is covered and excesses before you buy. In 2012 I had a Deep Vein Thrombosis (DVT) and Pulmonary Embolism (PE). This was declared for this insurance for just £3 extra. Despite being well hydrated… Read Full Review

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★★★★☆

“Well, that was surprising!”

Written on: 18/06/2014 by Arya1967 (1 review written)

After I'd got insurance with Flexicover I read the reviews (because I'm dumb like that) and went "oh dear". Then I got a pushy phone call telling me to upgrade, which made me even more wary, but hey, what's done is done. But then I went on holiday and someone broke my camera. I put in a claim (which was easy enough) and a month or two later, bam, the money was in my account. No complaints, no issues. And it wasn't just a little 50 quid camera either. I'm impressed!… Read Full Review

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★☆☆☆☆

“insulting, insensitive and inappropriate”

Written on: 17/06/2014 by Serranovr181 (1 review written)

I called flexicover last night to try and arrange my insurance for next months holiday, I made the call as I am due to undergo ivf and start injections next week which will carry on whilst im on holiday. The person I spoke to screened me for medical conditions and said there would be no further questions when I declared ivf then when to double check with his supervisor, on return he said as I don't have a medical condition for ivf he would screen me for infertility and asked me inappropriate… Read Full Review

Flexicoverhelp's Comment

Written on: 20/06/2014

Thank you for telling us about your experience. We’ve investigated the call and appreciate that, whilst the customer service agent was asking the necessary questions in order to assess the policy’s medical warranty, it could have been handled more sensitively and better explanations given. The situation you describe presents a scenario that is encountered infrequently - that of treatment or procedures that are taken electively. It should have been explained that we cannot offer cover for any complications that might arise as a result of the self-administered IVF as these would not count as “unforeseen circumstances”.

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★★☆☆☆

“Rip off renewal prices !”

Written on: 31/05/2014 by Lindalou1 (4 reviews written)

Last year my husband and I took out an annual holiday insurance for a couple. I declared an existing medical condition, my husband has no conditions. The price for worldwide cover for a year was £141.54. Our policy is due to be renewed in a month. I received an email from Flexicover offering me a 15% loyalty discount for renewing. The full price of the renewal was stated as £269.69 and with discount £229.24 - a vast difference to last year! I then checked confused.com comparison site and the… Read Full Review

Flexicoverhelp's Response to Lindalou1's Review

Written on: 02/06/2014

Thank you for letting us know how you feel. When looking for a policy it is advisable to look through the full terms and conditions before purchase to be sure that it meets your needs. If you’re comparing policies do ensure that the benefits offered are on a like-for-like basis. Flexicover, like many other companies, offers a range of policies which have different levels of benefits. We do feature on comparison sites but these policies have different cover levels to those you find if coming to us directly. We appreciate that the direct prices can be higher than those elsewhere, which is why we offer the discount should you wish to take a new policy with differing cover levels to the previous year, as your travel needs may have changed. If you would like to call us, we would be happy to discuss this matter further.

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Lindalou1's reply to Flexicoverhelp's Comment

Written on: 02/06/2014

I appreciate you have to check on a "like-for-like" basis, so a few minutes ago I printed off your summary of cover from the renewal invitation, and also your summary of cover from the comparison site, and the comparison site actually had a BETTER level of cover than your renewal invitation. Even with the discount offered by purchasing direct from you the price was approximately £60 more expensive than the comparison website. However, I am pleased to say the cover with the new policy I have purchased from a totally different company is even better than yours, for £95 less, so you have done me a favour really!

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★★☆☆☆

“Unreliable Quotes”

Written on: 13/04/2014 by dave2951 (10 reviews written)

I needed travel Insurance for my Mother filled in the details on the Web Site which informed me my premium was £84 for a single Trip.I noted that two of the three Medical conditions I had declared were missing after I had paid. I then contacted them by phone to be informed to include the other two would require an additional £100 or more and if I wished to cancel the Policy there would be a £5 admin charge. Even though they were at fault they would not accept not charging the Admin… Read Full Review

Flexicoverhelp's Response to dave2951's Review

Written on: 16/04/2014

Thank you for your comments. As with many other insurance providers, and in line with the regulations set out by the Financial Conduct Authority (FCA), we charge an administration fee to cover various costs associated with the sales process and subsequent customer support. There are details on our website under the section ‘Our Services’, a link to which is drawn to your attention during the sale. With regards to the refund, we always aim to process these as quickly as possible (and well within the 30 days stated by the FCA) but our guidelines ensure that we are not offering unrealistic expectations in the event of any problems that may arise. We wish you well and are sorry we could not help you on this occasion.

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Dave2951's reply to Flexicoverhelp's Comment

Written on: 16/04/2014

Perhaps I have not explained myself clearly. I completed the online form as to my requirements. On the day in question there was as described by your staff a fault with the Website and so the Policy provided did not cover what I had declared. It was also agreed by your staff that the Policy required cancelling even though your Website produced a document stating I had paid and declared all of the medical issues. This had nothing to do with error on my part had it been so I could accept your quote regarding your services.What my main dispute is your mistake and I have to wait for the return of my monies which has now been some 4 days. It took four seconds to take it.

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Flexicoverhelp's reply to Dave2951's Comment

Written on: 22/04/2014

Thank you for the comments that you have made to our post. Your refund should now be with you and in this instance an admin fee was not charged. If we can be of any further help, please get in contact with our Customer Services.

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Dave2951's reply to Flexicoverhelp's Comment

Written on: 22/04/2014

To ensure honest feedback I have now been fully refunded without any Admin charge.

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