Staysure Reviews

Name: Staysure
Rating: 4.56

4.6 Rating 2,690 Reviews

91 %

of reviewers recommend Staysure

Company Reviews

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Metrics

4.6

Based on 2,690 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

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“My sister in law had the loss of a case from a ship to the hotel - the Staysure underwriters, Davies Group, have said after weeks of supplying receipts and other requested information, that they can’t pay out because in their terms and conditions, the case must always be in sight! So I can only deduce from that, that they had no intention from the start of the claim, to pay this. That presumably means that anyone who loses a case during a flight or ship transfer cannot claim. Why did it take them weeks to let my sister in law know this? I would advise anyone thinking of taking out insurance with ‘Staysure’ - to STAY CLEAR. This insurance seems to be nothing but a scam. This will now be escalated.”

Helpful Report

Posted 2 years ago

“If I could give no stars I would Only use this company if you want your claim to be ignored and for them to ask repeatedly for information already sent and signed for. I had Covid and was unable to go to Madeira on 13th June. All relevant documentation was posted as I could not upload some of it to their site - PROBLEM THEIR END NOT MINE! Everything was signed for, including the Randox certificate advising I could not travel. They try to pass you to 3 different companies advising that the one you sent info to is NOT the one dealing with your claim. They NEVER call back or respond to emails apart from the generic 'email received' response. In spite of the issues being at their end, after my last communication with them today they did not acknowledge that the info had been received, they asked for it again and signed off anonymously with a very offensive: ' send the info and I will look at the claim. Kind regards - OR NOT.' I tried to phone the direct dial number on the email and it was disconnected every time before answering. I have today attached all the information AGAIN - and more - to my email reply (copied to complaints department) to be told that it will take another 6 weeks to process. I am not holding my breath and can see this going to the Ombudsman Appalling customer service - to be avoided at all costs. DO NOT BELIEVE TRUSTPILOT REVIEWS”

Helpful Report

Posted 2 years ago

“APPALLING LACK OF CUSTOMER SERVICE. DISGUSTING TREATMENT TO A CUSTOMER OF MANY YEARS WHO HAS NEVER CLAIMED ON HER TRAVEL INSURANCE. I had an annual Worldwide Travel Insurance policy with Staysure which expired this October. I rang up (1 hour & 1/4 on phone) to advise them of my lung cancer condition, the fact that the chemotherapy I had this year had destroyed it etc. At the end of the Total questionnaire I had to go through I was informed they could no longer insure me based on my honesty, and that they would refund the cover, was that ok? PLUS, WAS THERE ANYTHING ELSE THEY COULD HELP ME WITH!!!?????ABSOLUTELY NOT. There is a "script" . I was on the phone very calmly pointing out that lung cancer with no symptoms, no medication etc is NOT GOING TO KILL ME, or prevent me from travelling. However I was informed there was no-one further up the food chain that I could talk to. Their under-writers had refused me. So obviously the personnel at Staysure get paid by the "cloud". I phoned again, another 1/2 hour going through the "script", excluding insomnia since that is irrelevant. The guy on the phone was looking at the policy they had cancelled. I told him to throw it away and had to help him with words such as EMPHYSEMA that he could not pronounce etc. "Haematoma". Did he even know what that was? Nope. I explained it was a "one off" condition that I had had years ago, in my buttock that was drained with a needle. The Haematoma happened when stationery, spontaneously in my hamstring area. What injury. I couldn't get through to him....past condition, resolved, not an ongoing condition. By the end of the conversation I was exhausted, polite - guess what - REFUSED INSURANCE COVER. I am fit and well and thriving. Customer services emailed me yesterday to say that someone would be phoning me to go through the questionaire again - No-one phoned. Totally disreputable way to carry on. Didn't exclude conditions, just thrrew me off the insurance. UTTERLY SPEECHLESS. DO NOT GET INSURANCE WITH THIS COMPANY. I rang another insurance company suggested by Staysure, who turned me down and suggested I phone their "sister company Stasysure". Oh my goodness.......”

Helpful Report

Posted 2 years ago

“Most of the good reviews on that other review site are about the ease of buying the policy but just wait until you get to the claims procedure. I spent ages uploading all the paperwork online, filling in the form as requested.... it is supposed to take 21 days max and it is now some 6 weeks since I submitted them. Worse - all my information I uploaded which I should be able to view under 'My Claims' section of my online account, is not there. I did not receive acknowledgement of receipt. Even worse - just received an email from them asking me to fill in a Holiday Cancellation form with all documentation. Thing is, my holiday wasn't cancelled - I had an accident whilst on holiday and had to pay the hospital. And now I have to go back to going through their never-ending phone system.. literally waiting hours.... This company is terrible. Covid or not.. there is no excuse and they should. not be selling policies if they haven't got the staff to fulfil them at the moment. Beware and don't believe the reviews on Trust Pilot.. dig deeper...”

Helpful Report

Posted 3 years ago

“My goodness, this is a dreadful company. I’ve tried for days/weeks emails, phone, to get in contact. Now still hanging on for over an hour. Want to amend policy but cannot on line. What is one supposed to do. My insurance valid to November but just cannot get through. It’s a joke. I’ve tried chat, email, phone. Appalling. Doing right they have no idea.”

Helpful Report

Posted 3 years ago

“I tried to amend my policy online to include cruise cover. Impossible to do it online then could not get through to customer services at all!!! Held in the phone with annoying boting classical music for ever. Had to hang up each time after almost an hour. So frustrating. Never, ever use Staysure!! Their customer services aren’t even garbage, they are non-existent!!! Jim”

Helpful Report

Posted 3 years ago

“I submitted a claim last week with all documents required and submitted it online. I have just gone back to them to check how it is progressing - all my documents have disappeared from their online database 'Your Claims'. I have tried ringing... got hold of someone (after veeeery long time) who said they had a backlog and wait 21 days before following up. I asked about the fact that my claim wasn't showing on my online account and was told she couldn't help me.. call the 01403 in office hours.... (I am not looking forward to the Covid-excuse voicemail wait tomorrow.”

Helpful Report

Posted 3 years ago

“Don't use Staysure Travel insurance- dreadful extremely poor customer service. I was trying to pay for a quote with them kept waiting for over a day to pay. Was put on a call back BUT this never happened. Chased and chased and chased to pay. Used chat and phone. DONT USE STAYSURE. Went to other provider in the end. Keith”

Helpful Report

Posted 3 years ago

“I've been trying to get an online quote but the system will not accept my postcode. I'm in Scotland and postcode has 7 letters and numbers. Could this be the problem? Very frustrating experience. Having read the more recent reviews I think I'll look elsewhere.”

Helpful Report

Posted 3 years ago

“I have just been on hold on the telephone for over 2 hours trying to get through to Staysure customer service. Unfortunately I have paid almost £420 for travel insurance with them so will have to stay until the policy expires in October. I will definitely not use them again.”

Helpful Report

Posted 3 years ago

“Appalling after care service It’s practically Impossible to get through to anyone regarding claims. The telephone number they quote to cancel your automatic renewal is obsolete!!!!”

Helpful Report

Posted 3 years ago

“I’ve been trying to resolve an issue for week as I have a new and unexpected medical condition . They have told me that I will not be covered for an upcoming trip but can take out insurance with another provider and that they will cover the cost. It’s almost impossible to get through to them however. Whenever I ring I get the same message about unexpectedly high volume of calls, emails take days to be answered and the online chat just fobs me off. No one seems to be able to tell me about how to make this claim, and when I do manage to speak to someone I’m given incorrect information. I’m tearing my hair out”

Helpful Report

Posted 3 years ago

“I have had similar awful experiences and lack of communication as other reviewers on this site and I’m so frustrated with it all. I won’t repeat what has already been said except my claim is a fairly straightforward one but they seem to want to make it as difficult as possible. If you have a choice DO NOT go with this company in the future …. take your business and your money elsewhere.”

Helpful Report

Posted 3 years ago

“Absolutely horrendous we couldn't travel due to unplanned surgery Jan 2022. The claim and supporting information sent 4.1.22.still no joy the company won't answer phone calls or emails we just do not know where else to go”

Helpful Report

Posted 3 years ago

“Like many other Staysure customers I’m so frustrated with the lack of communication, numerous promised phone calls back that don’t happen, and complete lack of any care or response. Our claim was submitted in December and still no real response or settlement I will never use Staysure in the future.”

Helpful Report

Posted 3 years ago

“Very easy process to buy a policy but appalling service regarding claims settlement. I contracted Covid whilst in Norway over Christmas and still my claim has not been settled - lack of communication / endless promises to call back to no avail - worst customer experience ever - if I could give zero stars I would - do not buy from them”

Helpful Report

Posted 3 years ago

“Bought a policy for a family member using my email adress the policy isnt in my policys online chat cant help so dont bother and the call centre cant either waste of time going to have to cancel the insurance and buy again with a proper company”

Helpful Report

Posted 3 years ago

“TERRIBLE TRAVEL CLAIM EXPERIENCE As a 73 year old who got Covid at Christmas the claims department are shocking with no return emails and when phoned do not return calls as promised. It is now 2 months and no response. They have all the documentation but still no communication. Avoid Staysure.”

Helpful Report

Posted 3 years ago

“I paid ins 2020 holiday cancelled stay sure I could carry over till 2023 I have just booked a holiday tried to get intouch with them no reply. Phone or email after My holiday I will seek legal advice.”

Helpful Report

Posted 3 years ago

“We had to cancel our holiday because of a heart operation on 4th January 2022. Whilst I was in hospital my husband sent off all the relevant paperwork by registered post . There was no acknowledgement so two weeks later my husband rang customer services and was told it was on the system waiting for a loss adjuster to view it . One week later we had a letter from them asking for the paperwork sending again which we did straight away by email still no acknowledgement. We are now five weeks later after numerous emails and unanswered telephone calls and still no communication from them whatsoever. In our opinion the customer service is very very poor and leaves us in limbo and the feeling we will never use them or indeed recommend them”

Helpful Report

Posted 3 years ago

Staysure is rated 4.6 based on 2,690 reviews