Staysure Reviews

Name: Staysure
Rating: 4.53

4.5 Rating 2,256 Reviews

90 %

of reviewers recommend Staysure

Company Reviews

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Metrics

4.5

Based on 2,256 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.2 out of 5

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Staysure 1 star review on 13th June 2025

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Staysure has issued TWO poli ies on me, with two different policy numbers. I've tried contacting them but get ignored. I do not recommend Staysure.”

Helpful Report

Posted 1 year ago

“I cancelled my auto renewal and yet I was still charged.”

Helpful Report

Posted 1 year ago

“• On 15/01/23 I booked trains for my partner and me from Britain to Nice – return journey on 2/06/2023; • In May we took out Staysure holiday Travel insurance (Annual Multi Trip Comprehensive Europe); • In mid-May rail strikes were announced in Britain for 2-3/06/23, which meant we would be unable to return home until 4/06/23; • On 19/05/23 I telephoned Staysure and spoke to an operator for 05:25 minutes to check if our insurance policies would cover hotel costs for a two-night stay in London, and I was assured they would; • On 10/06/23 I emailed Davies Claims Solutions (Staysure’s Underwriters) with a request for £333.20 (less excess) for our stay in London • On 20/06/23 Davies Claims Solutions replied saying my claim had been turned down because our insurance policies covered only mainland Europe and not Britain; • On 26/06/23 I emailed both Davies Claims Solutions and Staysure filing a complaint on the grounds I had been told by Staysure on 19/05/2023 that we would be covered for our London stay; • On 14/08/23 Davies Claims Solutions replied saying “Unfortunately, when reviewing your complaint, the advice you were given by StaySure was incorrect and unfortunately due to the terms and conditions of your Insurance policy we are unable to cover this aspect of your claim.” • I therefore contacted the Insurance Ombudsman who upheld our claim on the grounds that we had been given incorrect information by Staysure, and in late December 2023 they eventually paid up.”

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Posted 1 year ago

“I cancelled this in plenty of time and fibd out today you have ignored me and removed over 350 from my account”

Helpful Report

Posted 1 year ago

“You wait ages for phone to be answered then you are onto a AI response before you get to an agent, then when you do the agent asked the same questions, a total waste of time, get rid of AI. When you think it is sorted and go back to them the agents do not record the info for another agent to look at and you have to start all over again, they say they have to treat like a new enquiry. We then get to medical questions which they are not qualified in and only go by the guidelines on their system, not what the actual medical facts are and the condition definition. Very poor, then you get to the price increase and this seems to be the same percentage as the increase in profits. One thinks they should have an extra wealth tax imposed. They scare you into thinking you need this and yes you do but claims have decreased not increased and then they tell you the worse case scenario and that how wonderful they are in dealing with this and paying out claims quickly. Also how wonderful they are in repatriating you if required, however it is not them who do this they outsource this to a specialist company. Customer service is zero and they need to stop scaring the public and then taking hard earn money from you. Would be nice if they were honest and upfront. The problem is you need cover in case, but there will come a time when older people will stop buying it and take a risk due to the cost. Set sensible prices and increase business better to make a smaller profit per person and then you will increase business and turnover, not rocket science.”

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Posted 1 year ago

“I only needed to update my credit card, but was taken through a whole menu of questions which took about 20 minutes”

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Posted 1 year ago

“Awful customer service. Don't bother going with these people at all. I'm so angry - I've spend hours and hours on the phone with them to get cover for what are very minor conditions that I have, and phoned up to declare things (again so minor they seem ridiculous) and get told they will not be able to cover any of my pre-exisiting conditions now. I hate the customer service I have had from this company. I advise you not to bother.”

Helpful Report

Posted 1 year ago

“Have been a customer with annual travel insurance for several years. It seems to me they actively look for ways not to be helpful or pay claims so this year I have moved to a different company. Egs: 1) I rang the emergency medical advice line when my husband had an infection in I eland. I didn’t want to claim - just some info about what the procedure was to get some antibiotics for him on a Saturday morning. They didn’t know so I had to find out for myself 2) his glasses were damaged during a storm on board a ship in Norway this year. Immediate response was” no cover” because we didn’t have a written report from the tour company about the incident. Strangely it hadn’t crossed my mind to ask for such a thing in the middle of a Force 10 gale off the Lofoten Islands ( what was I thinking!) Fortunately we didn’t need to pursue a claim anyway as Boots the Opticians have a much better attitude to customer service and replaced his specs free as he was within their 3 month guarantee period. If this is their attitude on small things I don’t want to try them out on a real emergency.”

Helpful Report

Posted 1 year ago

“I have not recieved the policy documents and was asked to complete a survey before i have been given a chance to use the service that i had paid for.”

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Posted 1 year ago

“My annual policy auto renewed when I had previously opted out, I am waiting to hear from customer services. The opt out function is very hard to find on your account. Please be aware!”

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Posted 1 year ago

“It would have been cheaper to cancel the policy & take out a new one!! a A rip off.”

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Posted 1 year ago

“It has taken from 9am this morning to 6pm this evening to sort out 10days travel insurance. This after filling in form online, to be told details lost. Waiting 20 plus minutes for phone to be answered is not acceptable. Not at all pleased with today’s service.”

Helpful Report

Posted 1 year ago

“Despite having a completely new condition a few weeks after paying for the policy. I was told not able to claim for cancellation under ANY circumstances. What makes it worse is that I didn't have to have any treatment and doctor said I was fit to travel. But staysure also said they would not accept claims for any pre-existing conditions so basically the policy was not worth having. Saving grace is that after I was told I could not get any money back for cancelling the policy A more helpful lady got me a third back. Sorry cant remember your name.”

Helpful Report

Posted 1 year ago

“Their exact words : "Because you have two minor procedures outstanding, we cannot cover your pre-existing medical conditions. Let us know as soon as one procedure has been signed off, and we will then cover pre-existing conditions, if you're only waiting for one procedure." The following week, after one procedure signed off ..."No we can't cover pre-existing conditions until all procedures are signed off."”

Helpful Report

Posted 1 year ago

“Do not use! I took out annual travel insurance 2 years ago. I declared all pre-existing conditions (all minor). I was recently incidentally diagnosed with a gall bladder polyp, non serious and no symptoms and have letter from Doctor stating I am fit to travel. I wasn't booked to go away and wasn't making a claim But I rang Staysure to make them aware of this condition (as this particular condition couldn't be reported online) and I was told that Staysure, not only wouldn't cover this condition , despite advertising that they cover Gall bladder conditions but additionally they would now no longer cover my previous declared conditions (one of which is mild glaucoma! ) for which I had been charged an additional £90.”

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Posted 1 year ago

“Staysure are only interested in taking your money we made a claim for cancellation claim total was £726.00 they deducted The amount of £258.00 which left us with £468.00 RIP off company I am contacting Trading Standards to complain, stay away from this company at all costs. The forms are a nightmare to complete. Ian Hardy”

Helpful Report

Posted 1 year ago

“I had a heart attack November 2023 before I was due to travel in mid December. Staysure would no longer cover me . Thus I had to shift the booking I had. Rebook Travel insurance with another company completely rebook a new travel trip to visit family over Christmas. I spent 4 thousands on this. The claims department run by an external company called Davies refuse the claim I have to go back to Staysure and the best I can hope for is a refund of the remaining time I had on the policy. Avoid Staysure extremely dishonest as they hide behind their policy wording. All I can say thankful I did not have heart attack abroad as in all honesty I feel Staysure would not have honoured the policy at all. DISGUSTING COMPANY.”

Helpful Report

Posted 1 year ago

“Beware if you are using STAYSURE TRAVEL INSURANCE even though the policy summary they send out does not exclude motorcycles over 125cc, the fine print in the policy document under Sports and Activities does and apparently even if you are not taking part in a Motorcycle Sport it excludes you. I found this out the hard way in 2022 I was involved in an accident in the Nederlands and needed to get an ambulance transport from a Dutch hospital to my local hospital, but when my friends tried to arrange this Staysure basically said tough and quoted page 45 of their policy document. This left my 94 year old mother and pensioner brother rushing around trying to raise the £6500 needed to pay for the ambulance. I notice they have been advertising a lot on facebook as the company you can trust don't believe it”

Helpful Report

Posted 1 year ago

“Dreadful company to deal with. Paid almost £600 for insurance and the level of insurance we thought we had was not what I was told.”

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Posted 1 year ago

“Total waste of time, absolute rubbish!”

Helpful Report

Posted 1 year ago

Staysure is rated 4.5 based on 2,256 reviews