Natwest Travel Insurance Reviews

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Natwest Travel Insurance
★☆☆☆☆
1.4
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Latest Reviews

“Cancelled flight = few options”

★☆☆☆☆

written by AylaKoenig1951 on 18/01/2024

My flight was cancelled as airport closed for a hurricane. NatWest initially said this situation was covered as I phoned on the day, but when I went to claim, I was told it wasn't covered. First it was the responsibility of the 'carrier' who cancelled, until I could prove that the carrier did not: they are not an airport. Then it was said that they had no responsibility to get travellers home, only to get them to their holiday spot - which is really weird, as surely it's much more difficult when you are stuck in another country than when you are stuck at home. Eventually they offered £50 as a token. I pushed further. In the end they partially paid (around 75%) after I escalated for two months. You have to be ready to take them to the ombudsman and wait a very long time. Since NatWest won't get you home in an emergency, it's useless insurance.

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Was this review helpful? 2 0

“No pay out for cancelled flight”

★☆☆☆☆

written by Condie94 on 30/11/2023

Our flight was cancelled after a 4 hour wait at airport , next flight was not until the following week, so we had no option but to cancel our accommodation which we had booked for a 4 night stay. Easy Jet paid out promptly for cancelled flight . But not for accommodation as it was booked separately, went to our insurance despite many email proof etc etc they kept asking for same info already sent to them , they refused to pay out as they said flight had to be delayed 10. Hours the cancelled before they would pay out . Although I was told by two agent in the phone I was covered . Have since not renewed with Nat west although we have been with them for years , they were not interested in keeping us as customers .

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Was this review helpful? 2 0

“NatWest Premier or Black Travel and Home Emergency...”

★☆☆☆☆

written by 148Stout on 24/10/2023

I have been a loyal costumer of NatWest Bank for over 45 years and have their Premier account with Black card. We rarely make insurance claims. Our home emergency claims back in 2020 and recently in May 2023 were denied giving lame excuses. I could not complain in 2020 due to COVID ongoing at the time. To add to the insult recently have made travel insurance claims, one for holiday cancellation due to unforeseen death in my close family and me requiring medical treatment whilst on holidays. The 1st claim requires so much evidences that cost of securing medical certificate for death, it would not be worth making a claim considering £75 access per person. For the 2nd travel insurance claim, the insurance company have denied costs which incurred in the UK immediately after arrival claiming it is not covered. However, the policy does not say so. Basically, NatWest have engaged the travel and home emergency insurance cover providers, who have no intension to pay any claims. NatWest is charging me £31 per month premium for the account. Basically, the bank has engaged the cheapest and unprofessional insurance providers so that the bank makes huge profits. I would not recommend anyone to have travel or any other insurances with NatWest. The insurance contracts are useless with no intension to pay up when a claim is made. For me, time to move on and find another bank and travel insurance company who would pay up.

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Was this review helpful? 2 0

“Avoid NatWest Travel Insurance”

★☆☆☆☆

written by Stepheng999 on 23/10/2023

I’m a NatWest Black account holder so get NatWest Travel Insurance as part of my account "benefits." We were going on a boat trip around and through Scotland but we didn’t make the connection as our train to Glasgow never reached it’s destination. We were stuck overnight in Penrith. However, as the train left Birmingham on time and the boat trip went ahead we were told we weren’t covered. I’ll be moving my personal, family and business accounts from NatWest.

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Was this review helpful? 1 0

“Not fit for purpose ”

★☆☆☆☆

written by Kev_Stanfield on 31/08/2023

The airline lost our baggage I called this, so called, insurance and was clearly told that if I did not have receipts for every item I could not make a claim. So basically if your baggage is lost you cannot claim For anything without receipts Disgusting service and not fit for purpose

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Was this review helpful? 2 0

“Cancelled flight no help”

★☆☆☆☆

written by TomArrington on 18/08/2023

My flight was cancelled while I was at the gate waiting, I lost my accommodation and got no refund, I paid for parking and paid to get to the airport. I was told by the airline I needed to claim on my travel insurance, they've told me it's not covered. I'd love to now what is covered if this isn't.

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Was this review helpful? 4 0

“Terrible shocking service”

★☆☆☆☆

written by JonahDowling on 16/03/2023

I have found Nat west travel insurance to be absolutely terrible, when I was in trouble and needed their help they take info and do nothing with it, I keep phoning and they keep saying they will reply, but they don’t. They are not proactive at all. To me it appears they are stalling to see if I can find alternative solutions and therefore they have to not pay out. Do not use this company they are the worst I have ever seen.

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Was this review helpful? 5 0

“Dont take Natwest travel insurance not worth it”

★☆☆☆☆

written by Sajj79 on 14/03/2023

I have taken the insurance from Natwest by joining Platinum account and cancelled my other insurances also going to cancel AA etc. But to be honest its not worth the paper its written on. I have missed my connecting flight due to fog, luggage lifter not working then some one falling ill delaying my flight and reaching me to final destination by 18 hours, Airline wouldn’t pay compensation because as per them it was air control limitation and no liability. Natwest initially declined claim without looking at it, then i had to call (every time you call expect 40 minutes hold minimum) and explain then they opened the claim again but said it takes 30 days for claim to process, they rang after 23 days saying claim is not covered other than food money. I had to complain and submit details again which i already submitted and can see on the website but they cannot see. I had call again to say that this is not covered but because it was mistakenly said they will pay £466. But the money i lost which is clearly states in policy that it should be covered not paid. At the end i just lost my strength going through this hassle and give up. During the claim i have uploaded documents 3 times, placed 5 calls all hour each, had claim declined 2 times and not got paid for the money i lost because Natwest suggest Airline should pay, Airline says insurance should pay as this is none liability for Airline situation. I found this bizarre and i just wouldn’t rely on this and wouldnt recommend this is my honest appraisal of the claim handling of Natwest! Thank you

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Was this review helpful? 5 0

“Shockingly poor service, do not use”

★☆☆☆☆

written by Jessica2559 on 09/01/2023

I have travel insurance has part of my NatWest platinum account and this is the first time I have ever needed to use it. Safe to say I will never use it again and will be changing banks after being with NatWest for over 10 years. We were stranded in a snow storm in Iceland in a very stressful situation, the agents on the phone had absolutely no compassion and basically told us we had to try and claim money back from our airline first, surely this would defeat the purpose of travel insurance? We were originally told if our flight was cancelled it was not covered by the policy but if it was delayed then they would potentially cover it but we still had to go to the airline first. This is totally baffling, what difference does it make between delay or cancellation? Surely a cancellation would warrant a stronger claim as you have totally lost your money on a cancelled flight? Furthermore, one of our day excursions was cancelled during the holiday due to the snow storm and we have now been told this is also not valid for a claim as tour operations/excursions are not covered in the policy booklet, only cancelled flights/trains, despite this totally contradicting the first person saying cancelled flights are not covered? The agent I spoke to refused to even submit my claim, offering to direct me to read the policy booklet to see for myself. This is so disappointing but a lesson learned and a mistake I will never make again. I wish I had read these reviews previously as one look at the very long list of 1 star reviews tells you everything you need to know!

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Was this review helpful? 5 0

“Would give 0 if we could”

★☆☆☆☆

written by Kaitlinq349 on 24/10/2022

We have been Natwest customers for years. Our flight was cancelled 4 hours before we were due to fly and there were no alternative flights. Despite the policy documents saying this was cancelled they have added an exclusion contradicting this at the end. What sort of travel insurance doesn't cover for a cancelled holiday?

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Was this review helpful? 6 0

“Disgusting treatment ”

★☆☆☆☆

written by Archerhg496 on 12/10/2022

We have had this travel insurance for years and never made a claim before. We paid an extra £180 above the £20 a month for the platinum account. because myself and my husband take medication for high blood pressure. We were due to go on holiday but unfortunately my mom passed away 4 days before the due date. I waited until we got the death certificate so I could send to the insurance but on making contact our insurance doesn’t cover my moms death because she had already been diagnosed with cancer and I should have declared this. I have no idea why I would tell them about my mom, we declared all of our medical conditions answered every question honestly and this is how we have been treated. No compassion, no help and downright rude. At a very stressful time anyway, it would have been nice to have been treated with some compassion. We will be ending our travel insurance as soon as we can and definitely would not recommend this travel insurance . I would like to put zero stars but that’s not allowed.

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Was this review helpful? 5 1

“Avoid At All Costs”

★☆☆☆☆

written by Rylanp103 on 03/05/2022

If you have the choice not to use/buy Natwest's Travel Service, I strongly urge you not to. I have been a Natwest customer for 35+ years. I've never had any real issues with Natwest's services or service performance, until now. My family and I went to Luxembourg at Christmas in 2021. We used their Travel Insurance Service, provided by Direct Line. 5 months later, only now has most of the claim been settled, although some of the claim remains outstanding. I have spent countless hours on the phone, explaining, re-explaining, providing exhaustive levels of documentation, only for the team to pay no attention to the information submitted. We have also received Debt Collection Agency letters over unpaid medical bills in relation to foreign treatment owing to Direct Line's administrative incompetence. Natwest have also failed to take any accountability, repeatedly closing my complaints as it's "a Third Party Service" - one to which they introduce their own customers. Repeated complaints to Direct Line conclude with goodwill payments but no conclusion in the saga. Please, don't do it!

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Was this review helpful? 5 0

“Cancelled flight”

★☆☆☆☆

written by PaulM100 on 30/04/2022

Shockingly bad! The airline cancelled our flight within 24 hours of travel. NatWest travel insurance which is part of the Bank platinum account have refused to pay our hotel and other lost expenses. What I was told NatWest do pay out for is what’s already covered by EU legislation, therefore airlines would automatically pay you those losses. So why would anyone need travel insurance for what’s paid by airlines anyway? Do yourselves a favour and do not use this insurance company as it’s not fit for purpose. I am SERIOUSLY considering changing banks. Been with NatWest approximately 30 years, never claimed before. First time to make a claim and it feels like a slap in the face.

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“refused paying claim”

★☆☆☆☆

written by liliyk on 29/04/2022

my flight was cancelled by airline. contacted nat west travel insurance (i have this as part of my banking package) and the recused to pay for loss of hotel cost because airline cancelled flight within 24hrs. how is this even allowed. we have no control over when airlines cancel flights, and through no fault of our own, we have now lost £400. totally unethical

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Was this review helpful? 0 0

“Call handlers range from aggressive to incompetent. Avoid.”

★☆☆☆☆

written by on 11/08/2021

Thank goodness this claim (now into its 8th month) isn’t for a significant amount, nor the medical emergency overly serious. From the first call we made while abroad there seemed to be endeavours to avoid responsibility - and to find a “gotcha” flaw in our claim. Made to feel as if we were planning the fraud of the century (the total is only about £500, if it ever gets paid). Already two complaints have been upheld by their customer relations team - and compensation (not requested) paid. The latest delays now are down to sheer incompetence - computer-garbled letters, letters without appropriate enclosures, and long delays trying to find someone to speak to. We’ve a long and excellent relationship with NatWest as a bank - but I wonder if anyone there knows or worries or cares that in delegating their reputation to this bunch of clowns, U.K. Insurance Ltd, they are damaging their own brand. Our Black account gave us this travel insurance (though we had to pay £150 extra for age and medical issues). The renewal date has passed and we have no intention of taking out further cover - the sour taste has even made us think twice about keeping the two Black accounts with NatWest: perhaps someone else will care more about their customers. My recommendation - avoid like the plague. Anyone out there from NatWest who gives a monkey’s?

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Was this review helpful? 2 0

“Not worth the paper / email it’s written on”

★☆☆☆☆

written by Shauny64 on 31/10/2020

Terrible service. They will drip feed questions over months, not put links to send back info in emails do you have to post. They then get you to try a charge back in the end 6 months later they’re still dragging it out. Run by UK Insurance Shocking but not surprising. Not holding out much hope for them to pay out. Their plan is obviously to delay and stretch the timeline out until it’s not worth the time Ours was only for around £250. It’s cost them more in time than to just pay out Sad way to run a business Please don’t rely on this for your holiday insurance

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Was this review helpful? 5 0

“NatWest do everything they can to not pay out.”

★☆☆☆☆

written by Karis4444 on 29/09/2020

I’ve just read another review that exactly mirrors my experience. We had Travel Insurance as part of my Black Card which I upgraded for a upcoming ski holiday at a further cost of £240. The Ski holiday was cancelled due to COVID, we got our flight money back plus transfers etc but the chalet company ( given we were only 1 week away from starting our holiday) could not pay out. After contacting NatWest they told me to upload the details onto their online portal, which we did. They continuously requested the same information multiple times and in the end I sent it to them by Registered post. After months of trying to get through in their telephone lines, they finally accepted that the refund was due and told me that they would pay out within 3-5 working days. They didn’t. After 10 days of trying to get through I eventually got hold of someone who told me they were now passing it on to their lawyers and asked me to send all the information to them yet again...which I duly did. After another 2 weeks I heard nothing and rang again and was told another firm of lawyers were now dealing it with it and I had to contact them, which I did and they asked for me to send them all the information yet again which I did. I heard nothing more and NatWest are now deliberately refusing to acknowledge my emails and fudge phone calls when I manage to get through. I have put in a complaint to the Financial Ombudsman and have also put in a claim to the Small Claims Court. I am also building a folder for the FCA and have approached the Press., whom seem interested in taking this forward. Nat West’s behaviour has been disgusting.

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Was this review helpful? 8 0

“Shocking refusal to pay claim”

★☆☆☆☆

written by Tobinlr314 on 22/09/2020

We sadly couldn’t go on our skiing holiday due to government travel restrictions due to covid-19. We have had a black account for many years which includes a travel policy. We submitted a claim. After accepting refund and credit notes for travel, ski hire etc... we just needed them to pay out only for the accommodation. The bank have deliberately delayed and have finally refused to pay out. They claim that we need to sue the chalet company for the money as they cancelled. They are refusing to accept that the reason our holiday was cancelled were the travel restrictions imposed by both governments in March, as according to their own T&C’s they would have to pay in this event. Instead they are saying they don’t accept the chalet clause which says they wouldn’t pay out in such circumstances. Communication has been dire and they appear to be doing absolutely everything possible to delay and wheedle out of paying. Very disappointing. I will be going to the ombudsmen. Of note another family on the same holiday have been paid out by the equivalent account with HSBC.

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Shauny64's Comment

Written on: 31/10/2020

Seems like they’re doing this to everyone :(.

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“Dumped after number of years”

★★☆☆☆

written by Houstonhe136 on 18/07/2019

i have just beed refused cover for medical conditions that WERE covered over the last 2 years. Seems that Nat West are now disriminating against people with cancer no matter how benign. Told to apply again next year! Again told change of underwriters was the reason. Platinum gold account therefore feels almost useless.

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Pelicanport's Comment

Written on: 21/07/2019

Absolutely .After 56 years with the bank , and as a Premium customer and several years using the Black Card insurance .my wife has received a letter withdrawing cover for excluded conditions .Apparently the Bank is underwritten by UK Insurance which in turn is underwritten by a new medical platform provider .Exclusions are driven by a primary condition which then triggers exclusions for all other conditions such as blood pressure ..We assume that if these are is not a primary driver then the other conditions would otherwise be covered .In our case there is an error in the exclusions which we cannot get changed .The letter came from the bank although we know that it was written by UK Insurance .The Bank complaints department refuse to talk about medical conditions even though the medical exclusion is expressed on NatWest headed paper ..The letter was garbled with incorrect information. In effect we either travel with a faulty insurance or we get alternative insurance. I cannot get the bank to see that this is a loss of benefits on our black card .The complaints department in Bolton is absolutely useless and will not engage in any of the points I have made and stick to the line , we will not discuss health issues and we have the right to exclude conditions .All round this is the performance of the truly awful bank .The FCA have launched an inquiry into travel insurance .Please join me in reporting this matter to Ross McEwan RBS chief executive , the Ombudsman , the FCA , consumers association,BIBA, Association of British Insurers and even the BBC

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“Suddenly dumped by Natwest.”

★☆☆☆☆

written by Oldclient on 16/06/2019

I have been in account with NatWest and its predecessors since 1963.Have had the Platinum account with travel insurance for many years. Just coming up to my 79th birthday and been told that I am no longer covered for two medical conditions that I had being paying the extra for which effectively renders their cover useless. No reason given other than "We have changed our underwriters". So much for loyalty to long standing customers!

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Was this review helpful? 8 0

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