Awful service from start to finish. Complaints ran over the 8 weeks period. I am a Santander customer and that's the only reason I used this travel insurance. I use it all the time however, this is the first time Iv ever had to make a claim. Poor poor show from this company. I will never use them again or recommend them.

I have read the reviews of this company. In their defence they are entirely consistent in their appalling treatment of customers.I have an Amex card and was under the impression that I had some level of protection. Like others who have contributed to this review, I have been asked at about weekly intervals for "further information". It is clearly a battle of attrition. If ever there was an industry that should be looked into by a parliamentary committee or by the ACCC, it is the travel insurance industry.

I have been using Ace for years & Years. This year I made a small Claim for my Spectacles that got damaged by getting dragged under a Sunbed. I realised there would be an Excess but that I would get something back on the replacement which cost €250. I sent off the Invoice & this is what I got back I should have read all the BAD Reviews before I gave them years & years of Business But what I can do is warn Unsuspecting Punters DONT USE ACE Your claim has been assessed in line with the terms and cond B. Exclusions (General Exclusions apply as well) i. ACE will not pay g) for loss, theft or damage to: vii) dentures, hearing aids, prescription glasses, sunglasses, prescription sunglasses contact or corneal lenses As such, in light of the above we regret to advise that Insurers are not in a position to be of financial assistance in this instance. We understand you may be disappointed with this outcome but we trust that our position has been clarified.

They refused to pay a 200.00 dentist bill. Was given the run around and delays just like everyone else on these reviews. Don't throw your money down the drain!!

 I bought a travel insurance with them and every 3-4 weeks they ask for bits and pieces of information. After full details were submitted they still delay. 6 months after incident still not news from them. I think they are all out to find ways not to pay!!!

My post trip hospitalization in government hospital claim was delayed to the point of denied. Argued with them, and they have many delay tactics wanting this and that documents, although I have scan/mail them everything. I still did not hear from them for few months now, I called them, they said still reviewing and they have many claims.

I took out a policy through the Citibank site in March for travel insurance from September for 18 days (I thought). Unfortunately upon looking at my certificate of insurance yesterday I notice the dates upon it are incorrect and only cover 1 week. Thinking there would be no problem and the matter would be simple to adjust the end date I contacted them, however after a 15 minute frustrating conversation it appears they want me to pay almost double again for them to extend the period. I went through Citibank thinking I was with a reputable company however this does not appear to be so. I wont ever use them again either.

My husband died suddenly on a shore excursion in Czech Republic whilst on a European cruise. I submitted my claim to ACE Insurance Travel Claims at the end of November, and it has taken 4 months of persistent emails and phone calls for them to refund most but not all of my claim. They apparently lost or mislaid one of my claims, and I have had to go to the Complaints and Disputes Section who were able to finalise the matter. Considering they were dealing with an elderly lady who had just lost her husband, I thought their delays and prevarication were unforgivable. I would never deal with ACE Insurance again, and I have told all my friends my long involved story.

Ace travel insurance claims dept is poor in managing claims. Contact will ask questions in drips (one additional question every few weeks), resulting in delay the resolution timing. Dept also insists on obtaiing a police report from the claimant, ignoring the fact that some countries' police do NOT release police reports to individuals, but ONLY to companies, when quoting police report number and case. I am sure ACE as an international company should be aware of this. Otherwise, why should ACE even be retailing (international, NOT domestic!) travel insurance.

Travel insurance taken out in good faith but when time came to make a claim all they have done is fob us off and after 7 weeks the claim still has not been paid. They promise a finalization and then don't follow up. I would strongly recommend against insurance with this company. They are totally unprofessional and dishonest. AVOID AT ALL COSTS.

Would like to highlight that ACE Travel Insurance only cover damage to personal items due to "theft, robbery, burglary or threat of violence". They DO NOT cover accidental damage while many other insurers do. This is the most restrictive policy wording on this matter that I have encountered. Please be aware when choosing a travel insurance plan.

policy cancelled but continued to take money from my account for months, then put refund in a different account belonging to the ex because she use to be the policy holder although she had already cancelled it. They reckon its not their issue, they put it in the account they were told to, never checked with me as I had already advised them of the correct account. They have no trouble taking the money from one account, you think they would put it back in the same one. now I have lost it all. Care factor zero!!!

I made a claim for loss of money, and after offering police reports, witnesses, bank statement, receipts, phone records - they still say "I did not substantiate the loss" - absolute joke. I am now going through the complaints procedure which they say will take 8 weeks for them to provide a final response. (8 weeks is the absolute limit allowed by the financial ombudsman service, and I bet their final response comes the day of the deadline) I can't help feeling like they must decline everyone as part of their procedure then only pay out if it ends up going to the ombudsman!!! Go with a more reputable insurer unless you want a fight.

Think twice if your going to rely on free travel insurance with AMEX card, was injured overseas & needed to get back early as my trip simply could not continue, delay tactics & lies is all that took place from ace insurance, was never returned home early & spent the majority of my trip in my hotel room, you find out why the insurance is free when you need to make a claim, for peace of my mind spend the money & take out travel insurance with a reputable company, holiday ruined, left out of pocket, ace insurance are an absolute disgrace.

They deserve a ZERO. They are have no shame and no conscience. Totally dishonest. ACE reps for Europe have refused to cover 5 hours of our existing flight delay based on "absence of a written paper proof on the delay that was to be issued by Blue Air". They only had the electronic proof as an email sent to me by the company -- announcing the delay!! Blue Air in itself is a low cost company that deserves a ZERO as a rating and a partner of the same caliber. This is their response. We are (all 3 of us) insured against delays during this flight, we paid additional/optional insurance!! Do not trust this dishonest company! This is what they wrote me after they got all the docs via e-mail: We hereby acknowledge receipt of your claim for reimbursement and regret to inform you that, having reviewed the General Terms and Conditions which you yourself explicitly accepted at the time of purchase, we regret to inform you that we are unable to accept your claim for the following reason: The policy subscribed does not cover the payment of this type of claim. According to you e-mail you don't have original invoices or receipts of the actual and necessary expenses incurred in the place of the delay, during the hours of delay. The policy states: The following is excluded from the coverage established under this Policy: A) Any cause that cannot be demonstrated by presenting documents that certify the reason for the cancellation. We wish to take this opportunity to thank you for the trust placed in our company and would be happy to provide any clarification regarding the aforementioned, should this be required.

Had a policy with ace . They do not care and are hard to contact. There customer service is a joke . Avoid ace at all costs.