Staysure Travel Insurance www.staysure.co.uk Reviews
Latest Reviews
★☆☆☆☆
“Not worth 1 star”
Written on: 10/06/2013
Despite have authorised an MRI scan (broke my leg skiing beginning of april) Staysure have not responded to our claim for said costs. Service at the time was terrible, we had to continually call them - the after service even worse. Most insurance companies at least respond to letters. I would advise not to work with these people. Definitely the worst insurance company I have ever dealt with. (read more)
★☆☆☆☆
“TERRIBLE AFTER CARE SERVICE”
Written on: 29/05/2013 by LNPHILIPPE (1 review written)
Staysure Insurance seem to be using claims management companies that are not authorized or regulated by any UK Financial Body eg FSA or FCA. Made a claim back in February 2013 still waiting for my claim to be settled. The Claims management company are asking for more and more proof that I have travelled (I have provided my booking receipt/ hotel receipts/ boarding cards/ passport visa entry & exit stamps) Also I have provided the police reports. In fact I have provided everything and more... (read more)
Staysure_Expert's Response to LNPHILIPPE's Review
Written on: 31/05/2013
“If you are experiencing any issues with claims handling or getting in touch with your insurer, please contact me with your policy number, I am Sophie the customer service manager at Staysure.
Whilst claims are dealt with by the insurance underwriter, rather than Staysure, if I can assist in any way I will be happy to do so.”
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★★★★☆
“GREAT CUSTOMER SERVICE”
Written on: 22/05/2013
PHONED UP to book long stay insurance. Quite complicated requirements but the advisor was excellent in making sure all details covered. Missed taking our 5% discount off and it was changed immediately when I phoned back as a refund so this shouldn't complicate payements. Very happy. (read more)
Staysure_Expert's Comment
Written on: 31/05/2013
Thank you very much for your kind words and we are glad we were able to help
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★☆☆☆☆
“They are out to fool you!”
Written on: 06/05/2013
I am fairly internet savvy, but was caught out by what I consider a deliberate attempt by Staysure to cause its customers to make a basic but fatal mistake when buying a policy online. When buying the policy, on the first page it asks you to put in the start date of your holiday, and immediately to the right of that date you enter is a box asking how many days, which you assume is the lengh of your holiday. I entered 7, because we were away a week, and then in the box below another date... (read more)
Staysure_Expert's Comment
Written on: 08/05/2013
At Staysure we are concerned to hear of any occasion where our customers’ expectations are not met by our usual high standards.
We appreciate your feedback regarding our travel insurance quote process. Your comments have been noted by our online team and we will be reviewing these sections as part of our continuing efforts to improve our quote process.
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★☆☆☆☆
“Call Centre Staff training in Customer Service”
Written on: 06/05/2013 by Pauline16 (1 review written)
Phoned on Friday to enquire about Annual Travel Insurance and spoke to someone. When I wouldn't book the policy there and then because I wanted to discuss it with my soon he suggested that if I give him a phone number he would explain the policy to my son over the phone. When I said this wasn't possible he then proceeded to tell me that the price I was quoted may have changed if I decided to take the policy after speaking to my son. I HAVE NEVER HEARD OF ANYTHING SO PUSHY JUST TO MAKE A... (read more)
Staysure_Expert's Response to Pauline16's Review
Written on: 10/05/2013
Dear Pauline,
Thank you for taking the time to provide feedback.
I am concerned to hear of any occasion where our customers’’ expectations are not met by our usual high standards. I would like to investigate your comments further, however in order to trace the calls you made we require some details from you.
I would appreciate it if you could contact our Customer Service Team on info@staysure.co.uk with your quote number (you should be able to find this on the quote confirmation email you received from us) marking it for the attention of Marketing.
Many thanks
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Croffman's Response to Pauline16's Review
Written on: 12/05/2013
It is a SALES line you cretin what do you expect, there is a word in the English Language called no, grow some an use it if you don't want to buy.
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Pauline16's reply to Croffman's Comment
Written on: 13/05/2013
You need to learn some manners. Obviously you are ignorant and rude enough to work in a call centre! What's wrong? No friends!!!!!!! You must be very sad CRETIN. If you took the time to read my review properly you would see that I did grow some and say no or do you have difficulty understanding the written word. THICK OR WHAT!!!!!!!!!
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★☆☆☆☆
“staysure update your prices.”
Written on: 03/05/2013
I called for a quote for my dad who has medical conditions and was shocked at how much I was quoted. I did a bit of research and have found an insurer who offered all the same package AND THE SAME UNDERWRITER but paid £400 less...work that out!! The agent at staysure told me they monitor their prices every day and apparently are the top three companies....it's aload of rubbish. I urge everyone to shop around!!! (read more)
Staysure_Expert's Comment
Written on: 07/05/2013
At Staysure we are concerned to hear of any occasion where our customers’ expectations are not met by our usual high standards.
My name is Sophie and I am the customer service manager, I will be happy to help and can be contacted directly on 0844 692 8418 or s.griffiths@staysure.co.uk.
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★★★★★
“Customer service starts poor ends great”
Written on: 12/04/2013 by CallumScott
i rang Staysure the other day and spoke to a agent who in no uncertain terms told me She couldn't quote me as i had no current holiday booked. I was less than impressed with this as being a pensioner its important to be able to balance my finances especially in the current climate. i then decided to ring back the next day and i spoke to a lovely gentleman who informed me that he could quote me and even though he couldn't sell me a policy for a trip i hadn't booked he could give me a quote... (read more)
Staysure_Expert's Response to CallumScott's Review
Written on: 07/05/2013
Thank you for taking the time to provide feedback.
I am sorry to hear that you were unable to get a quote for your travel insurance the first time you called. I have passed your comments onto the Travel Insurance teams so that this can be addressed with all teams.
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Staysure_Expert's Response to CallumScott's Review
Written on: 08/05/2013
Dear Mr Scott,
We would like to investigate your comments further, however in order to trace the calls we require some details from you. We would appreciate it if you could contact our Customer Service Team on info@staysure.co.uk with your quote/policy number marking it for the attention of Marketing.
Many thanks
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★☆☆☆☆
“Policy not worth the paper it is written on”
Written on: 20/03/2013
The policy contains so many get-out clauses that it is unlikely they will ever pay you for a claim. It is worth noting that both Which? and the Telegraph have singled them out for their unfair treatment of policy holders. I'd avoid Staysure like the plague. (read more)
Staysure_Expert's Comment
Written on: 25/03/2013
At Staysure we are concerned to hear of any occasion where our customers’ expectations are not met by our usual high standards.
My name is Sophie and I am the customer service manager, I will be happy to help and can be contacted directly on 0844 692 8418 or s.griffiths@staysure.co.uk.
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★☆☆☆☆
“can you belive this, shocked”
Written on: 15/03/2013
re update of policy, having took out a policy i was given some more tabblets by my doctor so i asked to update, the price to up date put me in shock as it was over £200 having made it clear i was not happy with that thay came back with about £160 can you beleave it,other insurance commpanys charge about £5.00 never ever using staysure again as neather are my frends. (read more)
Staysure_Expert's Comment
Written on: 18/03/2013
At Staysure we are concerned to hear of any occasion where our customers’ expectations are not met by our usual high standards.
My name is Sophie and I am the customer service manager, I will be happy to help and can be contacted directly on 0844 692 8418 or s.griffiths@staysure.co.uk.
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★☆☆☆☆
“Useless”
Written on: 31/01/2013
My mother broke her femur and arm in Portugal. They promised air ambulances and all sorts. In the end at age 85 she had to travel for 17 hours to get her home using ambulances and flights. They took her by ambulance to Faro where they flew her to Lisbon, where she had to wait for 6 hours before she could get a flight to Manchester, folwed by another 4 hour ambulancejourney to get her home. It took us 3 months and so many phone calls I couldn't count before they eventually paid up. The... (read more)
Staysure_Expert's Comment
Written on: 04/02/2013
If you are experiencing any issues with claims handling or getting in touch with your insurer, please contact me with your policy number, I am Sophie the customer service manager at Staysure.
Whilst claims are dealt with by the insurance underwriter, rather than Staysure, if I can assist in any way I will be happy to do so. I can be contacted on 0844 692 8418 or s.griffiths@staysure.co.uk.
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Showing 1 - 10 of 38 Reviews
★★★★★
“Travel insurance with pre-existing medical condition”
Written on: 14/01/2013
The customer service representative was friendly yet professional and dealt with my recent diagnosis of breast cancer in a sensitive and caring manner. The compulsory questions regarding myself and my husband's health were asked in a kind and caring way which was greatly appreciated. (read more)
Staysure_Expert's Comment
Written on: 15/01/2013
Thank you very much for your kind words and I am glad we were able to help you obtain the travel insurance you needed.
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★☆☆☆☆
“STAY CLEAR OF STAYSURE”
Written on: 09/01/2013
In April 2012 we were caught out by the French air traffic control strike. We were in Amsterdam when our flight to Spain, Alicante was cancelled, we were booked on a Vueling flight and were given a new flight 5 days later. Staysure did not pay for hotel although we paid extra for this originally. They took 3 months to settle, every email to them took 14 days to answer, a different agent seemed to deal with each enquiry, with the last apologising for the delay due to staff holidays. We... (read more)
Staysure_Expert's Comment
Written on: 11/01/2013
“At Staysure we are concerned to hear of any occasion where our customers’ expectations are not met by our usual high standards.
My name is Sophie and I am the customer service manager, I will be happy to help and can be contacted directly on 0844 692 8418 or s.griffiths@staysure.co.uk.
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★★★★★
“Good Service”
Written on: 13/12/2012
We had occassion to use Staysures LONG STAY travel insurance two years ago. I had to claim because of an illness overseas but everything was paid up very quickly. I did have one or two small hiccups but overall no problem at all. I am now using them again for Long Stay because we found them such good value, and of course they paid out efficiently. However, having arroved in Tanzania we found we had a small problem with our policy I contacted by email and was given a number to ring. However,... (read more)
★★★★☆
“helpful”
Written on: 29/11/2012
I found the staff at Staysure Travel to be very good, helpful and listed to include my pre existing medical condition We discussed things and they promptly puut my mind at rest and confirm what I was covered for (read more)
Maxr's Comment
Written on: 30/11/2012
Surely a travel insurance company's performance can only be measured by the promptness and success of their claims procedures and not by how pleasant the staff were over the phone when selling the policy. I want to know who sells the best travel policy and who pays out promptly in the eventuality of a claim being made.
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★☆☆☆☆
“Claim Service Shocking”
Written on: 12/11/2012
Would not recommend this Company - We had to cancel our holiday in August due to husbands illness. We are still waiting to hear about our claim after 8 weeks. Travel claims services who are dealing with claim impossible to contact by phone then to be told after waiting 8 weeks claim has to be approved which takes another 7 - 10 working days which is not acceptable. (read more)
Staysure_Expert's Comment
Written on: 12/11/2012
“If you are experiencing any issues with claims handling or getting in touch with your insurer, please contact me with your policy number, I am Sophie the customer service manager at Staysure.
Whilst claims are dealt with by the insurance underwriter, rather than Staysure, if I can assist in any way I will be happy to do so. I can be contacted on 0844 692 8418 or s.griffiths@staysure.co.uk.”
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Bazzie1722's Comment
Written on: 28/11/2012
we cancelled in july 18 weeks and still nothing everytime you ring they tell you they want more information would not reccommend this insurancr to anyone
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Kenturner's Comment
Written on: 03/12/2012
Have been waitng 4 months 2 letters and 2 phone calls too travel claims services but still no further forward.Every time we have phoned we got in touch with someone called Sarah which was a waste of time as she could tell us nothing and would not put us through to anybody that could help
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Steeve89's Comment
Written on: 13/01/2013
I also had to cancel a holiday at short notce afer 6 months of 22 phone calls and many , emails they said they were sorry they could pay this claim [over £1000]. but DO NOT GIVE UP, i went to the obudsman who contacted them and they paid me in full , so persue it till the end good luck.. did you know if they fail to respond to the obudsmans letter it will cost them £500 !
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Janicejcm's Comment
Written on: 05/04/2013
interesting Im glad I looked on here as I just had to cancel my husband as my husband has been taken ill, had to pay GP to fill in form etc. then get a letter from St Thomas's, now the insurance say that my husband had been to the doctor in June 2012 , nothing to do with his present illness, but they say it is and are refusing to pay out, he needs a triple heart bypass and only found out after an angiogram in January, so how can that be right. Terrible company
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★☆☆☆☆
“Never got as far as a quote”
Written on: 09/11/2012
Phoned these jokers on Tuesday 5th November to get a quote for travel insurance for my elderly mother. The lady who answered the phone put me through to a "customer services!" team. Got told in no uncertain terms that unless i was going to proceed with the insurance there and then there was no point in persuing the quote process as the price fluctuates day to day! What utter rubbish..... Told to go on the internet and go through quote procedure. That's ok as i actually do have access to... (read more)
Staysure_Expert's Comment
Written on: 12/11/2012
“At Staysure we are concerned to hear of any occasion where our customers’ expectations are not met by our usual high standards.
My name is Sophie and I am the customer service manager, I will be happy to help and can be contacted directly on 0844 692 8418 or s.griffiths@staysure.co.uk.
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★★★★★
“great value”
Written on: 28/10/2012
Really easy to set up online and great value for money, covered all my needs (read more)
Staysure_Expert's Comment
Written on: 02/11/2012
Thank you for your positive review
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★★★★☆
“Exellent.”
Written on: 18/10/2012
I've got Home & car insurance with this company and i've been very impressed with the service. (read more)
Staysure_Expert's Comment
Written on: 02/11/2012
Thank you for your kind words and for taking time to review our service
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★★★★★
“Great service and Great value”
Written on: 14/10/2012
It was really easy to use and great value, Whilst looking at these reviews I am glad I seem to be one of the lucky ones and can only go on my experience with them. I hope for future reference Staysure will look at this reviews and hope to improve their service (read more)
Staysure_Expert's Comment
Written on: 02/11/2012
Hi there,
I am glad that we were able to help you get the cover you wanted and we are working hard to improve our service.
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★☆☆☆☆
“travel insurance medical”
Written on: 12/10/2012
would not recommend this company which is part of the staysure family we had to cancel our holiday in july due to wifes serious illness we are still waiting to hear about our claim it is now 12 weeks everytime we inquire they tell me thatit is being reviewed the claims company is mapfre. (read more)
Staysure_Expert's Comment
Written on: 02/11/2012
Hi there,
“If you are experiencing any issues with claims handling or insurer contact, please contact me with your policy number, I am Sophie the customer service manager at Staysure and if I can assist in any way I will be happy to do so. I can be contacted on 0844 692 8418 or s.griffiths@staysure.co.uk.”
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Showing 11 - 20 of 38 Reviews
★☆☆☆☆
“Claims service does not exist”
Written on: 05/10/2012
After three months we have not yet received a very small claim that their claims service said had been approved. We call once a week and they give us the same story. "It is in process to be sent out in a few days". Of course we would never use this company again because if they don't pay the small claims, what would they do with a serious claim. (read more)
Staysure_Expert's Comment
Written on: 02/11/2012
Hi there,
“If you are experiencing any issues with claims handling or insurer contact, please contact me with your policy number, I am Sophie the customer service manager at Staysure and if I can assist in any way I will be happy to do so. I can be contacted on 0844 692 8418 or s.griffiths@staysure.co.uk.”
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★☆☆☆☆
“emergency hospital admission”
Written on: 01/10/2012 by marilyncarol (1 review written)
I booked holiday insurance through STAYSURE to go on holiday for two weeks to Spain. 2 days before I was due to travel, I was admitted to hospital as an emergency case and hence couldnot travel. I was discharged from hospital two weeks later. As soon as I felt able (4 days later including a weekend) I contacted Staysure to see what could be done, as I had not travelled. I wondered if they would be considerate and refund part or all of my £90 premium (for BASIC policy - which, as I found out... (read more)
Staysure_Expert's Response to marilyncarol's Review
Written on: 02/11/2012
Hi there,
“At Staysure we are concerned to hear of any occasion where our customers’ expectations are not met by our usual high standards.
My name is Sophie and I am the customer service manager, I will be happy to help and can be contacted directly on 0844 692 8418 or s.griffiths@staysure.co.uk.
I would appreciate it if you could please quote your policy ref number when you call ”
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Marilyncarol's reply to Staysure_Expert's Comment
Written on: 30/12/2012
I contacted Sophie in early november as requested. She promised that she would look into my complaint and come back to me within a week. At present (30th december) I have heard nothing from Staysure. It seems their 'usual high standards' mean High cost for low customer service, and zero goodwill. I repeat, DONT USE THIS AWFUL COMPANY. They will probably rip you off!!!!!!
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Staysure_Expert's reply to Marilyncarol's Comment
Written on: 02/01/2013
Hi there,
If you could please forward me your policy number or a contact number I will get someone to contact you as soon as possible
Please forward your details to s.griffiths@staysure.co.uk
Many thanks
Staysure
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★☆☆☆☆
“Travel Insurance”
Written on: 25/09/2012
I booked my travel insurance with Staysure last April - went through all my medical history and answered all questions. Was asked if I was having any treatments which I was not at the time. A couple of days before travelling I asked if I could have a hard copy of the policy as my printer was not working... I did think I had asked for one, however it transpired I had not as they would have charged me to send one out. After reviewing our conversation of last April when the policy was taken... (read more)
Staysure_Expert's Comment
Written on: 02/11/2012
Hi there,
At Staysure we are concerned to hear of any occasion where our customers’ expectations are not met by our usual high standards.
My name is Sophie and I am the customer service manager, I will be happy to help and can be contacted directly on 0844 692 8418 or s.griffiths@staysure.co.uk.
I would appreciate it if you could please quote your policy ref number when you call.
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★★☆☆☆
“Poor customer service”
Written on: 24/09/2012 by mminsrev
I wrote the letter below to the Chief Operations Manager on 14th September 2012.This did get an immediate telephone response but no written reply or apology has been received for all the frustration and unecessary time spent in pursuit of the claim. Most of the claim was eventually refunded but I believe, without making an extaordinary effort, I would still be waiting for a refund over 10 weeks since the claim was submitted.I understand the policy terms restrict the refund but despite... (read more)
★☆☆☆☆
“misleading quote”
Written on: 04/09/2012 by cooper24 (2 reviews written)
i had to cancel my insurance due to a broken leg when when i sent my claim off and they said i had not ticked the box for cancellation which is a optional xtra how many people have done the same (read more)
Baytree2's Response to cooper24's Review
Written on: 19/09/2012
I have just had the same thing happen to me. I have recently broken my ankle and have had to cancel my holiday to Lanzarote. I have also been told my policy does not cover cancellation. Wish I read more reviews before buying from this company. If you look at any other insurance companies cancellation is included as standard. I sincerely hope people take notice of these reviews.
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★☆☆☆☆
“Poor cover ”
Written on: 04/09/2012 by clarky4492
Me and my wife went on holiday to Holland, her engagement ring got damaged basically they offered to pay £100 with at £65 excess. I thought I was getting a good insurance policy and I haven't they were useless and just told me to go on-line. There on-line reviews were clearly fixed/bias as I couldn't leave one and they were all good. (read more)
★☆☆☆☆
“Not recommended”
Written on: 29/08/2012 by Slsrambles (1 review written)
Website seems ok and only saw good testimonials, however it's almost impossible to get to speak to anyone when they took out 2 payments in error, they just didnt want to know, they are eager to take your money (monies) ,and that's it. FULL STOP (read more)
Weldone2007's Response to Slsrambles's Review
Written on: 10/09/2012
they took my payments for travel insurance but have not as yet despite several calls from myself and false promises from them to return my money when i cancelled well within the 14 day cooling off period excuse after excuse thats all i hear.next step insurance ombudsman.dodgy company!
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★☆☆☆☆
“unpolite, unkind and useless service ”
Written on: 16/08/2012
No body was able to help me when I phoned. The website is well done to take your money but when I needed to know more details about a quote noone was able to help me. The assistants seems lost. I would not raccommand it to anybody. (read more)
★★★★★
“good work staysure”
Written on: 24/07/2012
Enjoyed great customer service when I bought my policy , good work (read more)
★☆☆☆☆
“Very poor customer service”
Written on: 20/06/2012 by TMAClLEOD (2 reviews written)
I have just notified Staysure that I am cancelling my travel insurance during the fourteen day cooling off period. this was because of poor customer service. I was recommended this firm as I have recently undergone a keyhole operation which has apparently been sucessful but will not be discharged by the surgeon for two months. The discharge should however be a formality at this time. I spent considerable time and effort dictating all my details and medical history over the phone only to... (read more)
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Showing 21 - 30 of 38 Reviews
★★★★★
“very happy indeed”
Written on: 18/04/2012
Really pleased with both the price and the claims process of this company. Covered my cancer for a very good price and they fully refunded me when i claimed £3000 for a cancellation. Bravo (read more)
★☆☆☆☆
“Just Rip Off Merchants”
Written on: 17/04/2012
Cancelled policy, just outside 14 day cool off period. out of £70 paid only going to refund £24.88 because its worked out "pro rata on how long's left on policy" We're not going until June! They say cover starts immediately you take out policy to cover for cancellations ahead of holiday. Plus there's the non-refundable administration fee, a fee for not cancelling in 14 days and probably a fee because it's Auntie Anne's birthday at the weekend. My new cover also covers cancellation... (read more)
★☆☆☆☆
“annual travel insurance- lost £900”
Written on: 25/03/2012
beware if you need to cancel holiday near to expiry date of policy and you haven't renewed for following year. My partner was advised by the hospital not to travel 11 days before our policy was due to expire and they said that as we hadn't renewed before this, they wouldn't cover us for our holiday and that we were contacted a month before expiry to renew.This never happened though they claim they would have done- we have an answer phone and a message was never left to this effect. They also... (read more)
Staysure's Comment
Written on: 12/04/2012
Dear Guest
We are sorry to hear your comments and regret the experience you have had. We would be happy to look in to this for you; in order for us to do this could I ask that you email your name, contact details and policy number to our Customer Services Team Manager at s.griffiths@staysure.co.uk, or telephone 0844 692 8418 and ask for Sophie.
Kind regards
Staysure
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★☆☆☆☆
“STAY SURE RUINED MY TRIP”
Written on: 04/11/2011
i will not rest until they make this fair. I have been told they will not pay out for a medical bill because I have had a chest infection nearly 5 years ago and a cyst that was never even operated on and went away by itself. I paid a crazy amount for my cover and i am really not happy and wouldnt recommend anyone to go with them. i fully intend to go to the papers and make this a formal complaint, they have ruined my holiday and i have spent most of the time doing their job for them sending... (read more)
Staysure's Comment
Written on: 09/11/2011
We are very sorry you feel your experience with Staysure has been an unpleasant one. All our customers are very important to us and we take any negative feedback very seriously. All claims are conducted in a professional manner and are reviewed and handled by our underwriters. Unfortunately, if claims do not meet with the terms and conditions of the policy wording, they can be declined by the underwriter.
The screening process is very robust and ensures that all customers are taken through a very strict set of questions to ensure all pre-existing medical conditions are met with adequate cover. We understand how difficult some of our customers find it to remember details of their medical history, however this is a strict requirement of all underwriters and the screening system used is designed to be comprehensive so that accidental omissions are eliminated as far as possible. The screening system itself, is also operated by the majority of insurers across the UK and is vetted and agreed by the underwriters.
We cannot stress enough that it’s extremely important that all conditions are declared at the point of purchase. All our customers are given every opportunity to ensure they have told us about their medical history to ensure we apply the correct level of cover for their needs. We also offer a 14 day cooling off period, where customers can contact us within 14 days of purchasing the cover to make any adjustment, or to cancel their policy if it does not meet their personal requirements.
Naturally, we are very sorry you are unhappy with the underwriter’s decision regarding your claim but as the reviews are anonymous, unfortunately we cannot address the points of the case specifically in this forum. If you would like to discuss the matter in more detail please contact our customers services team on 0844 692 8418.
Kind regards
Sophie
Staysure Customer Service
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★☆☆☆☆
“Have been trying to get through to buy insurance....”
Written on: 16/05/2011
Have been trying to get through to buy insurance. While waiting have noticed that testimonials on site have different photos but verbatim testimonials. Also cannot get answer. Tried 4.50pm Saturday and no reply. Tried this morning a number of times and no reply. (read more)
Guest's Comment
Written on: 09/06/2011
Having the same problem. Phoned 3 times. No answer after 15-25 mins waiting and no one returns call from `leave message` option.
Trying to use 14 day cancelation option as now cannot travel. Are they hoping I will run out of time? FSA here I come!!!
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Guest's Comment
Written on: 21/07/2011
Dear Sir / Madam
My name is Sophie and I am a Customer Services Team Manager at Staysure. I am very sorry that you have experienced these problems with our phone systems; you will be pleased to know since your review we have updated all of our phones to ensure that our customers receive a prompt and efficient service. Our phone systems were updated on the 6th June and since then we are proud to state that our key performance indicators show over 80% of our calls are answered within 30 seconds. Also, over 94% of our calls go straight through to an advisor without the need to call back, a target we will continually improve until we reach 100%. Again I apologies on behalf of Staysure for any inconvenience this has caused you, and should you wish to put us to the test in the future please be sure to use our new telephone number 0844 692 8444.
Kind regards
Sophie – Customer Services Team Manager
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★☆☆☆☆
“Travel insurance - I have been trying for 3 days for...”
Written on: 10/05/2011
Travel insurance - I have been trying for 3 days for someone from Staysure to return my calls, emails, voicemail messages etc and as yet I am still waiting. I left a message on their voicemail over 3 days ago after holding for about 10 minutes, 24 hours later no returned call so left another message the following morning after holding again, no reply to that call, left another message that evening, no reply.
Yesterday I sent them a message on their online message contact section on their...
(read more)
Jo Dee's Comment
Written on: 11/05/2011
Staysure continued ... I just wanted to give an update on the review I left yesterday morning, another 24 hours has elaspsed and I finally got a reply...yipee... NO...
<br/>The reply via email was to tell me that they are really busy at the moment and if my call is urgent please call the helpline number. They gave me the very same number I have been trying to get through to for the last 5 days, the same number I have left voice mail messages on. The very same number I emailed them about to complain that I cant get through and there reponce was to call that number...aaahhhhhhhh
<br/>I have emailed them again today, advising that they need to reply within 24 hours or I shall make a complaint to the insurance ombudsman. So lets see what happens and if I ever get a reply.
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Guest's Comment
Written on: 26/05/2011
I too have been trying to contact Staysure for over a week now.I eventually spoke to 'someone' yesterday who could not help me as it was not her department but promised to pass on my contact details to the right dept. for them to contact me I am still waiting! This does not give me confidence in buying any product from this company.
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Guest's Comment
Written on: 21/07/2011
Dear Jo
My name is Sophie and I am a Customer Services Team Manager at Staysure. First and foremost I wish to express my sincere apologies on behalf of Staysure for the service you received when trying to contact us. At the time of your review we were experiencing some difficulties with our phone lines, which subsequently has led us to change the service we provide – this took place on the 6th of June and since then we have been able to provide a much better telephone service to our customers (our call answer rate from the 6th June to the present is over 94%, which we will continue to improve until it is at 100%).
I hope that in the meantime we have managed to rectify any claims with regards to the cancellation of your trip, but if there is anything else I can help you with please don’t hesitate to contact me on 0844 692 8418.
Kind regards
Sophie – Customer Services Team Manager
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★☆☆☆☆
“After purchasing a policy I recieved an email one day...”
Written on: 28/05/2010
After purchasing a policy I recieved an email one day after telling me of further exclusions not shown in the contractual agreement. The exclusions were unaceptable to me so I asked to cancel and a refund. After repeated emails I eventually got a reply but only a partial refund. I am still persuing them for a full refund. This outfit seem to think that once they have entered into a contract they can change the terms. I dread to think how they handle claims. (read more)
★★★★★
“I found the Stay Sure Travel Insurance level of cover...”
Written on: 23/08/2009
I found the Stay Sure Travel Insurance level of cover more than suitable for my needs and excellent value to boot. The website was easy to navigate and being able to cover my medical conditions was a welcome surprise and i can now travel with complete peace of mind. (read more)
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Staysure_Expert's Comment
Written on: 10/06/2013
“If you are experiencing any issues with claims handling or getting in touch with your insurer, please contact me with your policy number, I am Sophie the customer service manager at Staysure.
Whilst claims are dealt with by the insurance underwriter, rather than Staysure, if I can assist in any way I will be happy to do so.”
My name is Sophie and I am the customer service manager, I will be happy to help and can be contacted via email.