Staysure Reviews

Name: Staysure
Rating: 4.56

4.6 Rating 2,692 Reviews

91 %

of reviewers recommend Staysure

Company Reviews

Questions

Metrics

4.6

Based on 2,692 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

Visit Website

Write Your review

Tell us how Staysure made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“They take your money but do not pay out when you need it most! Went on holiday earlier this year to Europe but unfortunately my wife fell and had to go into a private hospital for an operation on her ankle requiring a stay of several days. Informed Staysure the same day and initiated their claims procedure as directed in their European Policy documentation. I knew that Staysure had been in contact with the hospital when I was asked (the day of her operation) to pay the excess on the policy to them - which I did. Only trouble was - on the day of her discharge a few days later I had a message from the hospital to state that Staysure had not agreed to pay the bill and that I needed to pay this myself before she could be released! So over £4000 and a couple of more days of holiday later I managed to get her safely back to the UK without incident. Now it is over 3 months later and I have still not received a penny from this company. They pass you from one department to another asking for further form filling and making excuses. Whatever the final outcome of this turns out to be, one thing is certain - do not use this company if you expect them to pay out when you are in the most urgent need of their help and support!”

Helpful Report

Posted 1 year ago

“Worst insurance company I’ve dealt with, will try everything not to honour the insurance cover. Crooks”

Helpful Report

Posted 2 years ago

“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. There was also no way to remove the injured person, they are all or nothing, if was pay up or the insurance was invalid. I got a completely new quote for 80% the price of just the change. Reading other reviews this is a common thing they do. I bought the new insurance, I shall never darken their door again and advise all other to follow my suit.”

Helpful Report

Posted 2 years ago

“A DISGUSTING COMPANY. Yes very nice and easy to purchase the policy but a nightmare when you want to claim. Dont think if you claim you will receive any money from them or you are deluded. The call centre say anything and agree to whatever you say then they ignore you or even through the conversation they say they need to redirect to someone who is dealing with it and then put the phone down. They try all sorts if you are away not to pay saying the hospital you are at are not on their list so will not pay or tell you to move to one of the hospitals they prefer. If you do take up a policy then more fool you, just hope you have the money in your bank account or can right off the cost of whatever it is your claiming as they will find some excuse not to payout.”

Helpful Report

Posted 2 years ago

“Everything on the other reviews sounds true to me , my wife and I came down with covid 8 days before trip I was put thru to staysure claim comp Davies who have a slow medieval form delaying tactics to fill in who apparently did not receive ?pattern emerging then they asked for booking inv cancellation inv policy number ? I supplied then they ask for doctors note ? My wife wasn’t well had to attend hospital I took a photo of her meds supplied with name date and hospital drugs , no a doctors letter needed to progress ( must be clear to all readers what's going on ) docs letter supplied guess what they ask for covid vaccination records ? I reckon they will ask for my 25yrd swimming certificate next . They say flow tests are not accepted for covid the NHS website says they are fast accurate and reliable so I asked how in my case I can prove a covid infection ? when the hospital didn't even test her no reply to date on that question 14 e mails endless submissions still waiting I submitted a review on trustpilot had a reply from staysure saying they would escalate the claim ? An observation on trustpilot thousands of 5 star reviews they all seem to say easy, policy ,nice ,service , unusual when there is a distinct lack of actual ins claims reviews So staysure adverts say superior covid cover if you or your travelling companion come down with covid and you can't travel . You guys make your own minds up would you buy a policy with this rip off firm ?”

Helpful Report

Posted 2 years ago

“I added a medical condition with my Barclays Travel Pack insurance which was accepted and covered by Barclays. I asked Staysure if I needed to tell them about it and they said yes and then charged me £40 to cover my husband for the condition. I said I didn't want the cover as Barclays had it covered, but they said that if I didn't cover the condition with them as well, he might not be covered for any other conditions included with Staysure under our policy with them. Total rip-off. SOOOO annoyed, but I had to pay the premium and, when the policy expires, I most definitely will never be covering with Staysure at all. It is absolutely scandalous.”

Helpful Report

Posted 2 years ago

“We have just taken out Staysure insurance for my female partner. She is 80 and cannot use a computer. This was before all before we had created an account for her. We went through the medical questions and the quote was for £92. This was discounted by 20% since I had introduced her me being a previous customer. The payment went through OK as usual. The documents - which we now need to print out - were reported as being sent to her account. But we couldn’t access them because she didn’t yet have an account!!! We tried to create an account but this failed. So where are the documents??? And how do we access them? I need to print them out for her. They weren’t sent to her email address, which would have been simple. BTW she is 80 and cannot use a computer, and certainly does not know how to get her documents or create and use an account. This is all too convoluted for elderly folk. I am 75 and even being computer literate cannot find out what to do. Why can’t the documents be sent to her email address directly? This creating an account is a totally unnecessary step. I cannot recommend your services due to this. Zero stars on Reviews I’m afraid. Ex-customer”

Helpful Report

Posted 2 years ago

“I broke my ankle in Spain and purely because I did not contact them within 48 hours my claim was rejected, and also the Spanish medical form did not say you must return home. Just beware,so many loop holes.”

Helpful Report

Posted 2 years ago

“WANTED TO INFORM STAYSURE OF A CHANGE OF MEDICATION. WAIT FOR LONG TIME BEFORE ANYONE ANSWWERS THE PHONE. THIS IS AFTER TRYING TO ALTER MY MEDICATIONS ON- LINE. INSTEAD OF GETTING TO THE NUB QUICKLY-I GOT LAYERS OF ENDLESS GUFF.EVENTUALLY GOT TO THE BIT WHERE THE PAYMENT OF £10 IS DUE FOR PAPERWORK AND THEN GOT LOST IN CONFUSION TRYING TO PAY IT . RANG OFF. SOMEONE RANG BACK AND PUT ME ON THE PHONE WAITING LIST AGAIN. AAAAAAAAAAARRRRRRGHHHHHHHHHHHHH ! BLOOD PRESSURE UP- BONKERS SYSTEM. CANNOT FACE TRYING AGAIN. STAYSURE HAVE GOT OUR MONEY UNTIL JULY. WILL NOT BE RENEWING THE POLICY. ALL COMPANIES ARE LIKE THIS KILLING THE OLDER FOLK OFF WITH STUPID SYSTEMS THAT GO ON AND ON AND ON AN ON!!!!!!”

Helpful Report

Posted 2 years ago

“Please don't this company for insurance, we bought an annual cover for my husband with cancer, listed all the medical conditions as soon as he had another operation and put on a preventative cancer medication, and is all clear apart from a little dot, had a fit to fly and holiday confirmation too, they said either pay more money or they will cancel mid cover. luckily i took out another insurance which was cheap and easy and went on holiday. they had already cancelled his cover!!!”

Helpful Report

Posted 2 years ago

“After upgrading our cruise cover to comprehensive, which meant taking out a new policy and not getting refunded the original policy cover, extremely annoyed to find they would not pay out accordingly when our holiday was altered due to Covid. All we received was a small amount for each of the 5 days we were in isolation despite the second part of our holiday being cancellled as a result. We lost a large amount of money which they would not compensate us for. What we received did not even cover what our policy cost so I would not on any account recommend this company.”

Helpful Report

Posted 2 years ago

“We were unable to take our holiday on 3rd September due to serious head on collision, husband was in hospital for 5 weeks after a heart attack whilst driving, I was in hospital 2 weeks the accident happened August 18th ,I've sent them our hospital discharge notes plus a letter from TUI stating we didn't board the plane or arrive at the hotel in spain and still Staysure haven't paid us out, its almost 3 months now since I submitted our claim, they're a bunch of thieves, they've take another 2 months payments despite me declining to renew our policy on 31st October, they haven't refunded those payments either DONT EVER USE STAYSURE”

Helpful Report

Posted 2 years ago

“An absolutely diabolical process to log a claim! I had to log it onto the Staysure app and then it got lost in the Davies group system, as it is not Staysure actually dealing with the claim. Hopeless customer service. I have been waiting since end of June!”

Helpful Report

Posted 2 years ago

“Claim 2454766; Policy Number 19394473 On a river cruise and developed COVID; we were asked to leave the ship and put into a hotel the ship has booked for us, also a taxi. Claim delivered on 29 June by Royal Mail - Tracked. Since that time dozens of emails from Davies Group which say absolutely nothing. We waited and waited for a response, we eventually managed to obtain a claims number but were informed it was our RESPONSIBILITY to do so! REALLY, I thought we were the client. Staysure do not want to know, and three months later we are still waiting for our claim to be settled. Does anyone actually work in any of the companies Staysure seems to layer itself with? The Davies telephone number rings and rings but no-on ever answers. Telephone calls to Staysure line - oh wrong number but no help given or offered. Davies indicated they "hoped" to settle claims 22 September, that date is now well past. During this sorry saga we have received over 22 emails from Davies Group, all saying "correspondence received - need another 15 days" or automated response. Do the people who work with these companies actually manage to sleep at night, the companies are with-holding monies which belong to the people who have bought insurance, for whatever reason, in good faith and are treated appallingly. Next stop the Ombudsman. I suppose we shall receive the churned-out response "we are disappointed etc." Not so disappointed as we are. Would we buy Staysure Insurance again - DEFINITELY NOT. David and Louise Whitehall”

Helpful Report

Posted 2 years ago

“Case went missing in Tenerife It was impossible to speak to anyone or use online forms - the worst experience ever! So stressful - pay a bit more for a company that actually will be there for you when you need it. A total waste of money.”

Helpful Report

Posted 2 years ago

“Few times i used Staysure, No more. this time i went on a cruse and damaged my laptop, i have been trying to contact by email to make a claim, every time i get response back saying we will contact you, this was over a week ago but no one has contacted me so far. once i rang stay sure complaint and after holding for a long time someone answered and while i was explaining, she hung up.”

Helpful Report

Posted 2 years ago

“Great company for taking your money. The worst company if anything goes wrong. No help just an army of people employed to ensure it's almost impossible to get any support and payout. My elderly parents could not go on a holiday due to a medical emergency. Doctor supplied all details to Staysure. No concern or support from Staysure. No payout or compensation from Staysure. Before anyone says that it's their own fault for picking the cheapest, their policy cost hundreds of pounds.”

Helpful Report

Posted 2 years ago

“An unexpected change of medical condition meant Staysure would not cover any medical conditions, when we cancelled the policy we were informed that it would be paid in vouchers!!! Absolutely useless.”

Helpful Report

Posted 2 years ago

“It took ages to get my insurance in the first place. Unfotuneately due to a sudden unexpected illness and 11 days in Hospital i needed to make a claim. After weeks of repeated questions and my sending, hospital reports photos etc etc they said my claim was to be settled. That was on July 22nd. Payment would be made in 3 to 5 working days. Liars. No payment recieved, no answers to my emails. No one answeringnthe phones. IF STAYSURE CANNOT ANSWER THE PHONE OR SETTLE CLAIMS, THEY SHOULD NOT BE TAKING ON NEW BUSINESS IT'S FRAUDULENT.”

Helpful Report

Posted 2 years ago

“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

Staysure is rated 4.6 based on 2,692 reviews