written by ayshfm1 on 28/06/2023
We had a need to alter our policy due to a wrist injury to one of the party. The amended cost is FAR greater than simply buying a new policy. The cost for the change was huge and there was no way to remove the injured person and reinsure with a different company. I was able to buy new insurance for the whole party for 80% the cost of just changing my current one - which I did.
written by on 31/05/2022
I bought 1 year travel insurance and when travelling my son was admitted to hospital for suspected meningitis/encephalitis. I am now in the process of claiming from Staysure, it has been over 3 months and still no refund. They subcontract their claims to an incompetent company, Claim Settlement Agency (CSAL), who don't even have a working contact number. They take 2 weeks to respond to emails and even then it is appalling the service I have received. Don't buy this travel insurance unless you are prepared to wait at least 6 months for a refund on your claim, absolutely ridiculous!
written by Bryan478 on 07/05/2021
Staysure travel insurance does not cover pre-existing medical conditions. Fair enough, but why do they insist on the full disclosure of all these conditions before they will issue the policy? No explanation can be found on their website, and having a suspicious nature I wrote to them enquiring about this. I became even more suspicious when their replies to a series of my emails were uniformly vague and evasive. Eventually I asked them the direct question "Could my declaration of pre-existing conditions affect the premiums you have already quoted?" It took three more email reminders for somebody there finally to let the cat out of the bag by emailing "your pre-existing medical conditions will affect the price.” So here we have it. We are being obliged without being informed about it to pay extra premiums for risks that are specifically excluded from their policy. I have now gone to another insurer. Be warned.
written by Carsens155 on 01/08/2020
We paid extra for travel disruption and covid cover Feb 2020. Got 4 days of 14 day holiday; 5 days locked up 5 days early repatriation. Because the tour operator (TUI) offered a trivial voucher Staysure claim "it's settled" and I should take questions of amount up with tour operator! Being locked up for 5 days and just fed white bread rolls for a 5star all inclusive holiday, certainly felt disrupted! TUI and Staysure feel it was a holiday I should pay lots for. I can only recommend gets written confirmation of what would be covered!
written by SteveD66 on 19/05/2020
Took out insurance for my wife who has COPD for a cruise that was cancelled. I filled out the form on line as telephoning proved to be a waste of time, asked for a refund, no reply, so asked to carry the premium forward to use in the next 3 years, after a week got a reply offering £16 credit note. So basically Staysure want to keep £80 for issuing a policy that was never really activated. So money for nothing. Can't believe their short-sighted approach as this would have been returnable business. Why would anyone want give their business to a company who treats their customers like this?
written by Jagger1956 on 29/04/2020
staysure are now taking money for insurance policies they haven't even provided.. We took out a olicy costing almost £1200 for pensioners to travel to the USA and see thier daughters, not being able to travel due to covid 19 we obtained refunds from everone without issue. EXCEPT staysure who offered a £200 refund then reduced it to £100 and refuse to do anything else stating that the majority of the policy had run it's course . when we booked the emphasis was put on health conditions and not on cancelation yet now we want to cancel without claiming a penny the have swapped tac and insist we had used the policy. WHAT A BUNCH
written by steve886 on 18/03/2020
awful company avoid and go for a more professional firm. we were travelling to vietnam and had their comprehensive cover, when we were told to cancel our flights due to the virus and the fco advised all travel to certain countries including vietnam as soon as we put our claim in they have said we did not take out extra cover and they will not payout for anything to do with corona virus. My comprehensive insurance covers cancelations but they have said they will not pay . But i will be taking this further and certainly would not use this 2 bit company again as its not worth the paper its written on and that was after all the hoops they make you jump through to try and submit a claim. KEEP AWAY
written by Mikeford59 on 08/03/2020
Reneged on my Insurance Staysure insured me for a one off trip to Sicily and included my pre existing medical conditions which includes Gastro Intestinal Stromal Tumours (GIST) - the insurance was all paid for and we were looking forward to going - then a few weeks later I was called and someone asked for more details of my GIST - they clearly had no idea of what GIST is and hows its treated (I take a daily tablet which is a targeted therapy and not traditional chemotherapy) - my tumours are shrinking and I'm in good health, I'm not and wont be neutropenic, I do not suffer from tiredness or any of the other chemo related side affects - but no they decided to renege on my insurance and cancelled it immediately - the problem as I see it is insurers have limited knowledge of cancer variants and label everyone the same - so on reflection I think the way I've been treated is frankly disgusting and a slap in the face for someone who's cancer is well controlled - dont use this shower look on Macmillan for a list of insurers and brokers who do understand insuring cancer patients!
written by Subramaniyaniyer on 15/01/2020
My little son of 3 year old was diagnosed with Pneumonia while on holiday in Spain. The team ensured he was treated on time during the hospitalisation for 3 days. The team ensured everything went of so smoothly including the accommodation. Thanks a lot team. I am very very happy about your assistance. Things cannot be any better. Thanks again
written by Hallyfam on 13/11/2019
I can’t praise Staysure enough for their help and understanding,I had a fall on holiday in Tenerife fracturing my pelvis, my daughter contacted Staysure for me to organise repatriation, they arranged an ambulance to take my husband and I to the airport, wheelchair assistance and a flight home accompanied by a paramedic from Mayday assistance who was absolutely marvellous and an onward ambulance from the Uk airport home.A claim for medical expenses was settled within a few weeks,I would definitely recommend Staysure to everyone, excellent service.
written by WeAreHome on 01/10/2019
From the very first contact with Staysure and Mayday Operations, we knew we could trust them and then simply focus on my husband getting better. When you are in a foreign country and cannot speak the language, you feel so helpless. The hospital bureaucracy in France is a minefield and Mayday Operatives (I wish I could name them) negotiated everything brilliantly. Suddenly all the forms were filled and my husband was fit to fly! All the tiniest of details were meticulously and so thouhtfully arranged. It was as if angels had lifted us out of a nightmare. From an executive taxi of a couple of hundred kilometres, wheelchair assistance, air tickets to another taxi ride - all done with such brilliant service and exceptional communication!!!! THANK YOU STAYSURE AND MAYDAY!!! We will be eternally grateful - with the deepest appreciation of your coverage and sincerest admiration of your employees!
written by Tyronex2 on 12/09/2019
My mum has a fall In Tenerife last week and broke her back and staysure along with mayday assistance worked so hard to arrange to fly her home in their medical jet , they were efficient , considerate , caring and I would highly recommend them.
written by on 07/08/2019
I would definitely recommend staysure for holiday insurance. Never did I think we would need to use it but unfortunately while abroad on holiday we did. My husband suffered a cardiac arrest and ended up in intensive care. From the first moment that I contacted staysure, until the moment we got home they were amazing. The phone operatives were always kind and courteous and the process was always exactly how they said it would happen. My husband couldn't fly home the day of our flight. In fact we stayed an extra 6 days. So I was moved to a hotel nearer the hospital and this was all arranged for me. The day before repatriation, Mayday assistance sent a paramedic out from the UK and he explained everything that would happen on our journey home. He was a lovely man, and immediately put us both at ease to make a traumatic experience that little bit easier. We had an ambulance take us to the airport and flew back with my husband connected to a heart monitor all the way through the journey. We were met at the other end with an ambulance with a lovely crew who took us straight to our local hospital. We cannot thank staysure and all of their staff enough. To be honest I never knew any of this happened, which I don't suppose you do until you have to use the services. Our experience is something you would never wish upon anyone, but it happened and staysure were there to sort out every detail big or small and we will be ever grateful for their assistance.
written by liz on 06/08/2019
I would like to say how incredible Stayshore is when you are on holiday you don’t think you will have an accident. I was at the airport just about to go in after having my holiday and I then had a very big fall broke imy hip I heard it crack and would need A operation Then your insurance comes to light your in terrible pain in Turkey feeling very vulnerable what is your insurance going to be like never ever had to use the insurance. Well all I can say is Stayshore is the most incredible company I didn’t have to worry at all the hospital only one that spoke English was the surgeon. Between my daughter stayshore giving relaying what was going to happen to get me home I couldn’t walk. I didn’t have to worry a brilliant young man names Miles who worked for a company Mayday. He took full control hospital would not release me to fly home without to nurse paramedic. To which Miles was employed by Stayshore no worry from ambulance to flight to ambulance to my home. Things could have been different with another insurance amazing Miles was there from hospital bed to back in England very very professional from looking at my blood pressure etc all the way But just amazing Stsyshore I didn’t have to worry even being on my own in a different country please before booking an insurance for your holiday look seriously as who you book with for complete peace of mind use Stayshore Thank you
written by Iainwebster on 10/07/2019
10 out of 10 amazing can’t fault stay sure on the 2nd day of our holiday my wife was rushed to hospital in Majorca. Straight away I rang staysure they were understanding empathetic and did everything to help. They organised an air ambulance to get me and my wife home and even after all this they took there time to check on our well-being, would recommend them to everyone and will never use another holiday insurance company again. Well done staysure can’t fault you
written by WasibKhan on 05/06/2019
Got stuck in Hurghada with 4 year old coming down with chicken pox and on trying to get a fit to fly certificate from the hotel GP, got embroiled in what can be called nothing short of an insurance issue, being taken to hospital, scare tactics and a large bill, not to mention refusal to let us leave until paid. Luckily I had travel insurance and a lady from the operation team came to the rescue like a (lady!) knight in shining armour! Extremely understanding, calm and professional, spoke with the clinic several times, providing them with everything required to ensure they don't hassle me for payment, promised to arrange transfer and flight back which luckily wasn't required. Nobody hopes they need to call on travel insurance, but if you do, I can think of nobody better than someone like this person in your corner with all the help and support you may require. A genuine well done!!!
written by mg1944 on 28/03/2019
I got this quote before going to Thailand this year over £800 although I am 74 years old and had couple of medical conditions (type that do not have reacuring conditions) they said these would be covered I managed to get another quote that was 6 times lower below £150 this did not cover 2 medical conditions ,but they would cover if I had wanted at extra cost of £45.Still less than £200 how can any insurance quotes be so far apart. I was shocked by quote and found nothing different in the policy,as far as conditions and benefits
written by Joshm449 on 28/01/2019
Excellent service Staysure winter Sports travel Assistance and in particular Mayday Assistance when I had a ski accident 28 Jan 2018in Italy that involved a punctured lung. Thus I needed hospital care and consequently medical assistance on the flight home. Staysure claims organised hospital cover with one phone call and no hassle . A note please have your EHIC with you. I did not. I was then passed over to Mayday Assistance for my return. They tried valiantly to get the EHIC without my involvement. . They were willing to phone medical staff to get detail and had Italian speakers. . The person I dealt with and her team were endlessly patient with my various requests (PS the NHSBSA EHIC machine needed confirmation of 45 years living in one house despite all the efforts in phone calls of the person I dealt with and co. Have your EHIC) Nurse and flights were organised with seamless and considerate efficiency. The return involving lots of ambulances and wheel chairs was easy and pleasant as led by another lady. Nothing to dislike
written by MikeT1961UK on 17/12/2018
I had used Staysure on numerous occasions. They seemed to offer fair & reasonably priced insurance … but beware! I recently took out insurance to cover a holiday to Malta. Unfortunately my dad died two days before we were due to travel. Staysure disqualified my claim because my father's kidney condition was supposedly pre-existing, despite the fact that he'd been living with it for ten years & his consultant stated in writing that his death could in no way have been predicted as 'imminent'. Staysure policies actually preclude the death of any close relative that has required "treatment or medication" prior to a claim. Think about that …. it effectively means that should any relative unfortunately die before you depart for your holiday you'd better hope they'd not been taking ANY sort of prescribed medicine. My wife took out insurance for the same holiday from AXA. On submission of a death certificate they settled immediately. When my wife mentioned this to the MD of Staysure (today) he remarked "they must have offered you an inferior insurance package" & proceeded to give a comparison with buying a shirt from Woolworths versus M&S! "Inferior" for who? Obviously inferior for the purchaser of an insurance policy!!! I myself have a complex medical background. Staysure currently focus their advertising on their capacity to ensure complex & 'pre-existing conditions' ….. please check their small print. I will never trust them again.
Written on: 05/01/2019
Hi,
Thank you for taking the time to leave a review.
We are very sorry to hear of the loss of your father and the declination of your claim. If you wish to discuss this further please contact us.
Kind regards
Staysure
Written on: 07/01/2019
Hi
Is there any point in further dialogue? Your representatives were very clear to highlight the particular clause that resulted in the "declination" of the claim. I very much doubt that you will alter / overrule that clause in recognition of my circumstances(?). I have submitted details to the insurance ombudsman but, again, with the assumption that this appeal will probably fail.
Large organisations are always able to gain the legal upper hand by concealing clauses within jargon and small print, which consumers either do not read or do not fully understand. All I am really left with is to highlight the existence of the clause, highlight it's meaning & implications & to broadcast that knowledge as widely as possible. As a marketer by profession, that's what I intend to do.
Regards
Written on: 12/01/2019
Thank you for coming back to us. If you wish to discuss further we can arrange for the claims department to contact you, however we cannot promise a change in outcome.
Kind regards
Staysure
Written on: 14/01/2019
I've been invited to a forthcoming filming of BBC's "Rip Off Britain". I feel I am more likely to make progress in this way. You remain a faceless organisation …. your first email suggests "contact us" and the second "contact our claims department" but neither provides a relevant contact name, telephone number or email address. Overall it just adds to a very poor experience :(
Written on: 21/01/2019
I apologise you have not been given contact details. In order for you to contact us please email us via the website - reviewcentre.com does not allow full email addresses on the site - with your contact information.
Kind regards
Staysure
Written on: 22/01/2019
After informing ERV / Staysure of my involvement in the 'Rip Off Britain' programme my claim was subsequently settled in full! Apparently Staysure offered their condolences for my loss … a full four months after my father had passed & against a background of a lot of unnecessary stress caused by their general approach (& particularly of their agents ERV). In settling, ERV stated that the underwriters had eventually "used their discretion" in my case ….. so I'd stand by my initial advice, for the general population, of "read the small print".
written by Vivrobters on 09/11/2018
We paid 360gbp for a single trip policy of only 11 days. I thought that by paying over the odds I might have at least a competent level of service. Not so. Having sought an opinion as to where we might stand given a very sudden dip in our health months after the policy was taken out I have a phone bill of over an hour of grinding incompetence (I might as well have asked the two people I finally spoke to for a formula to plug the hole in the ozone layer) but am still no wiser. Am also going to have days for underwriters to chew their pens and hopefully get back to me. Just go elsewhere!
Written on: 05/01/2019
Hi,
Thank you for taking the time to leave a review.
We are sorry to hear that the service you received has fallen below the high standards that we expect and in order to investigate your comments please contact us.
Kind regards
Staysure
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Once we've checked over your answer we will put it live on the site so others can gain from your experience. We rely on members like you to sustain our vibrant community so thanks again, we couldn't do it without you.
We will email your when your answer is on the site
Once we've checked over your answer we will put it live on the site so others can gain from your experience. We rely on members like you to sustain our vibrant community so thanks again, we couldn't do it without you.
We will email your when your answer is on the site
Once we've checked over your answer we will put it live on the site so others can gain from your experience. We rely on members like you to sustain our vibrant community so thanks again, we couldn't do it without you.
We will email your when your answer is on the site
Once we've checked over your answer we will put it live on the site so others can gain from your experience. We rely on members like you to sustain our vibrant community so thanks again, we couldn't do it without you.
We will email your when your answer is on the site
Once we've checked over your answer we will put it live on the site so others can gain from your experience. We rely on members like you to sustain our vibrant community so thanks again, we couldn't do it without you.
We will email your when your answer is on the site
Once we've checked over your answer we will put it live on the site so others can gain from your experience. We rely on members like you to sustain our vibrant community so thanks again, we couldn't do it without you.
We will email your when your answer is on the site
Once we've checked over your answer we will put it live on the site so others can gain from your experience. We rely on members like you to sustain our vibrant community so thanks again, we couldn't do it without you.
We will email your when your answer is on the site
Once we've checked over your answer we will put it live on the site so others can gain from your experience. We rely on members like you to sustain our vibrant community so thanks again, we couldn't do it without you.
We will email your when your answer is on the site
As rated by our community of reviewers
Staysure's Response to WeAreHome's Review
Written on: 07/10/2019
Dear Customer,
Staysure would like to speak to you in regards to the above review and the excellent comments that you have left us and our claims department. Can you contact us with your contact details.
Kind regards,
Staysure Customer Services