written by canaryclaim123 on 15/04/2019
After having an emergency operation following the diagnosis of spine cancer, on 19th December 2018, I obviously had to cancel a family holiday planned for a week later to Thailand. Since then I have had 6 phone calls to their claims dept. I have sent them a letter from the Spinal Surgeon, confirmation of the costs incurred and a form was completed by my G.P. I am told this was the wrong form (despite being the one they sent me ) This form contains all the data required to make a medical assessment, but because it is'nt the exact form they are stalling payment.For the past three weeks, I have been told hat someone would phone me later that day..... this has NEVER happened I have incurable spinal cancer and really do not need this!!!!!
written by Cookie60 on 29/01/2019
We lodged a claim at the beginning of Dec for a cruise due this February as my partner was diagnosed with cancer. All the necessary docs were forwarded online but we kept being e mailed requesting the cancellation invoice which had already been sent. I have kept chasing the claim with promises of calls back which never materialise. I spoke to the same guy twice in one week and he promised to phone me back the following Monday 14th January. Nothing. Then my travel agent said they had phoned her on the 15th January asking several questions and she confirmed it was a genuine claim.I heard nothing after that and phoned again on Friday 25th January and was promised a call back. Phoned again yesterday morning and was told it looked like the claim was approved on the 16th and then deleted on the 21st January. She could give no reason for this and promised to phone back. My travel agent got a call from them yesterday afternoon asking her all the same questions they had asked 2 weeks ago. My travel agent told them they are the most incompetent company she has ever come across as most companies pay out straight away once they have been in touch with us. We are having enough stress with chemo and other treatments and at present my partner is back in hospital and this is just another headache we do not need. I have had not one scrap of paper from them or telephone calls back. The e mails they send cannot be responded to. I will be contacting the Travel Ombudsman
written by natwesttravel on 22/02/2018
I'm currently on holiday in South Africa and damaged my knee a couple of weeks back while playing golf. Managed to see a orthopaedic surgeon very quickly who wanted me to have an MRI scan the next day as he was pretty sure it was a torn meniscus (cartlege) I contacted the claim line and it transpires its Direct Line, hmmm. They wouldn't at that stage authorise the MRI without a medical report, so MRI was rescheduled and yes it confirmed the surgeons diagnosis it was a torn meniscus in two places, operation scheduled for last Tuesday. Unfortunately this had to be cancelled until Direct Line had seen the Medical report and the quotations for having the op. Yes, you've probably guessed where this is going, they've declared I don't need to have the op here, even though I'm immobile, my wife doesn't drive and I'm stuck in the apartment we are staying in. Also, they haven't said whether they would recommend us returning home early. Needless to say I will take up the matter with my Nat West account manager when I return and probably the Ombudsman as well. I should also said I paid nearly £500 for the travel policy even though I'm a Gold Account holder and have been a Nat West customer for over thirty years, including my business account for twenty years, so you can I,agine they've had some enormous fees from me over the years,miso much for customer loyalty.
written by LewisMcLain on 29/11/2017
Last year I got a new Nat West Black account travel insurance policy after they closed my previous one. Upon calling to disclose the usual medical conditions I was shocked to discover the so called free travel insurance went up to £200. Now I'm relatively healthy but have a couple of conditions that have posed no problems for over 10 years and in one case over 29 years. In fact I hold an aviation medical to fly passengers with no issues. A quick call to Aviva and job done. Cheaper than Nasty West for the whole family. Basically Nasty West want to charge you for any possible medical condition even if taking paracetamol for a headache. Verdict. Nat West Black travel insurance is a waste of time and you can get better deals elsewhere from trusted insurance companies
written by GordonGonzalez on 07/10/2017
Went to Disneyworld last year unfortunately my children got ill and ended up having to go to hospital contacted insurance company paid excess etc when i got home sent them all reports and medication i paid for and was told it would all be dealt with . From then on iv had loads of bills and phone calls from America saying my insurance is not co operating and made tons of phone calls to my insurance which they say they are. Still havent been reimbursed for the medications what a joke
written by IonB on 01/08/2017
The worse experience in my life. After i provided all the invoices they asked for tvavel insurance claim, all the information they needed...picture from the reason who stopped me to arrive in time to the airport...they asked me the most stupid question in the world. They asked me to contact the police station which came to the accident on the motorway and to ask them to give me a letter as a proof of the accident happened. I mentioned that it wasn't involved in that accident my car...i just been stuck in traffic as another 100-200 cars. I don't know if they are in all their minds but I'm surely know that nobody from any police station in this world will give you that info. Can anyone tell them how stupid they are asking people to provide all that info??? I know that any company should do their investigations... Our duty as insured persons is to pay the insurance MONTHLY, to put the monies in their salaries every month. I'm not a policeman or detective to do investigations because they are not able to do it. I didn't find their request appropriate because isn't mentioned in T&C that i am obligated to provide that document from the police.
written by IonB on 01/08/2017
The worse experience in my life. After i provided all the invoices they asked for tvavel insurance claim, all the information they needed...picture from the reason who stopped me to arrive in time to the airport...they asked me the most stupid question in the world. They asked me to contact the police station which came to the accident on the motorway and to ask them to give me a letter as a proof of the accident happened. I mentioned that it wasn't involved in that accident my car...i just been stuck in traffic as another 100-200 cars. I don't know if they are in all their minds but I'm surely know that nobody from any police station in this world will give you that info. Can anyone tell them how stupid they are asking people to provide all that info??? I know that any company should do their investigations... Our duty as insured persons is to pay the insurance MONTHLY, to put the monies in their salaries every month. I'm not a policeman or detective to do investigations because they are not able to do it. I didn't find their request appropriate because isn't mentioned in T&C that i am obligated to provide that document from the police.
written by lucy4lydia on 31/10/2016
Please do not use Natwest travel insurance. My experience has been terrible and that is putting it mildly I feel drained by it . I can't put it in to words how badly we have been treated by Nat west travel insurance and the Hospital that had been treating my Dad. Had to give company one star or else would not let me post review
written by Tessam361 on 13/05/2016
I had a skiing accident in France 2016, which resulted in a serious knee/leg injury which required surgery on returning to the uk. I received no assistance whatsoever from our travel company, indeed I was told they would not transport me from the resort to the airport, and also informed me I would have to make my own arrangements with my insurance for my flight home - I was apparently a health and safety risk should the bus/ plane crash as I couldn't weight bear! However, after one simple call to the NatWest emergency help number, I was reassured that they would "sort it all out", and this they did, from arranging a private transfer to the airport, leasing with the airline to provide me with 3 seats for my poorly leg, and assistance at each end of the airports. Whilst in France, I had to pay a considerable amount of money "up front " for various medical fees, return transport from the hospital etc, however on return to the uk, after a simple letter to NatWest with my receipts, I received ever single penny I had spent. Furthermore, as I had used the European Health Card at the hospital, I did not have to pay any policy excess. Absolutely first class and would highly recommend .
written by on 24/01/2015
I had my luggage stolen from my 5-star hotel. It was stored in their secure luggage storage room which is only accessible to their staff & protected by cctv cameras. The bag was stored for 2 hours while waiting for transport from the hotel. This insurance refused to pay me a penny claiming that the luggage is not covered since as far as they are concerned it was left unattended in insecure area! I provided letters from the hotel to confirm it was stored in the secure area, but still they refused to reconsider. Use different travel insurance as you are not covered if you use NatWest non-insurance (wrongly referred to as insurance!).
written by Bri-2 on 29/12/2014
I have just returned from Tenerife where my bag was stolen even though it was tied to my sun lounger on the beach. I have been told I cannot claim as my bag is classed as unattended even though there was some one on the next lounger and I had only walked over to speak top someone about ten yards away. apparently their definition of unattended is if you do not have hold of it. Will be closing my bank account that the insurance came with and going back to direct line who are much more professional. Beware when flying, I know someone who's bag was taken from the overhead locker on the plane which by Nat west standards is unattended.
written by Gduniam on 19/08/2013
I have just tried to make a claim, having suffered a Road traffic accident whilst travelling through France to Spain. Apart from the fact that my wife's purse was stolen, the insurance will not cover us for anything re our accident in France. Our car was written off, and they tell us that we are not covered for this travel, no mention of this in the exclusions,,,, We are both teachers , and have been made to feel like common thieves, What a complete waste of money, to think we have used this account since it started, thinking we are insured, how wrong we are. Ps don't even think about claiming for a mobile phone theft!!! Read small print Never again, needless to say no more advantage gold for us.
written by on 20/04/2011
After adding 3 people to the 'advantage gold travel insurance' on one persons account, at a cost of 40£ each, when claiming after a disastrous holiday they refused to speak to anyone but the account holder despite other people's names being on the insurance AND paying for it. After being able to speak to them in perosn, everytime I rang to chase up the claim it was a nightmare and they would not speak to me even though they had permission to!4 months on and they still haven't refunded out ski pass even though it was pre-booked as required, because supposedly a signed an letter headed invoice rom the company we went through is not good enough proof of purchase!
Absolute jokes, they are poilte enough on the phone once you manage to tlak to tjem but try every excuse under the sun!
written by on 23/03/2011
Having been caught up with the Christmas Heathrow fiasco, my independantly arranged holiday was cancelled. I assumed I would be covered by my Natwest gold travel insurance, but I was wrong. They made me choose between my holiday accomodation and my London based costs (Couple of nights hotel waiting round the airport, taxis, food etc). I ended up recieving half of what I claimed. Small print - fair enough, but my travel mates (One insured with AXA, one with Barclays) recieved their full amount. This (although customer services assures me it was a industry 5 * blah blah blah package) is a sub standard policy.
written by challg on 09/03/2011
Car broken into in Italy en route from Rome to Tuscany and all baggage stolen from vehicle. NatWest refused to pay a single penny for reasons such as I did not have receipts for clothing, some items like designer specticles and in car charger (which I did produce a receipt for) were "high value items" etc etc - i.e. excuse for everything. Having been robbed blind in Italy I was robbed by NatWest when they took my premuims. NatWest - "Helpfull Banking" - what a joke. Stay away from NatWest, it is not worth it.
written by on 19/10/2010
Absolute nightmare on holiday, was mugged in Paris in broad daylight had bag, purse, credit cards, phone etc stolen. This was mid July my claim has still not been dealt with(19th Oct,apparently it was overlooked and they did not know why). After chasing and chasing and promises of phonecalls that never arrive I have made a complaint. This was supposed to be dealt with within 48 hours, 4 days on im still awaiting the initial phonecall they are supposed to make! This insurance comes as part of a gold account, seemed quite good so we decided not to take out the usual travel insurance. Wont make that mistake again!
written by on 30/06/2010
Ok so While on Holiday in Thailand i flipped a kart. Punctured Lung, broken ribs, cracked my 4th and 6th vertibrae and a broken clavical (shoulder).
I have an annual policy with Natwest as part of being an Advantage Gold customer. Once arrived a local A&E my dad transferred me to Bumrungrad hospital as we knew this was a better hospital. My dad paid all the transfer costs up front.
Once he called Natwest insurance they arranged for him to recover his costs within 48hrs!
Then while in hospital (despite being involved in a racing crash from a holiday activity). They coverered ALL my costs with an exception of a £200 excess.
This was 3 days in intensive care
2 weeks on a hospital ward
4 weeks as an outpatient
4 weeks hotel costs in a luxury apartment in Bangkok
Air ambulance flight home on a lear jet
all medication, consultancy fees
xrays, body scans and all physio
Total costs $70,000 of which 50 thousand of this was to cover the cost of my private flight and repatriation home.
Put simply this travel insurance for me is the best and I will never cancel this policy as long as it keeps up this cover of costs and standard of care.
Only reason I did not give 5 stars is that I had an issue not being able to get a flight home due to delays and they cancelled my partner travelling to see me and look after me when she was on the way to airport. However on balance of things I really cant complain!
written by dandms on 20/05/2010
I carry this insurance on my NatWest Gold Card. I had to cancel my trip due to a bereavement at a days notice. NatWest settled the claim within a week or two of submission. The full claim was not paid because my planned holiday exceeded the maximum 30 days. I had not read the small print! But at least they did not void my claim. As long as the card is used for flights or accommodation cover is valid also cover can be extended for longer stays and non-card expenses. Good for frequent travellers.
written by on 08/06/2009
good cover from Natwest Travel Insurance , claim dealt with fast
written by rob J Humphrey on 11/03/2009
I was on holiday with my partner of four years and covered by Natwest travel insurance, Unfortunately my partner had a siezure , I thought that I had a good insurance with natwest and proceeded to make a claim, after waiting 20 minutes I got through to be told that they would not admit any liability until they had checked with her GP. Unfortunately that could not be untill the next working day. What was I supposed to do ? leave her on a trolly in A&E?. So I paid up front, came home to make a claim which was not upheld on the grounds that we didnt meet the Natwest definition of a couple...
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Cookie60's Response to Cookie60's Review
Written on: 03/02/2019
Subsequent to my above complaint, we were contacted Tuesday 29th Jan by The travel company to say there were a number of faults made by them and they would be paying the claim. They offered a sum of money for the inconvenience and I said this was too low and they said they would come back to us. Someone phoned my partner the next day but he said they should phone me as I had been handklng the claim on his behalf. It is now 3rd Feb and no cheque has arrived and no follow up phone call!