Staysure Reviews

Name: Staysure
Rating: 4.58

4.6 Rating 3,850 Reviews

91 %

of reviewers recommend Staysure

Company Reviews

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4.6

Based on 3,850 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

“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 The telephone number they quote to cancel your automatic renewal is obsolete!!!!”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

“If I could give zero then that is the score I would give Staysure and their travel insurance underwriters. AVOID THEM AT ALL COSTS. Well before the Covid19 pandemic my wife had annual multi-trip travel insurance with them including Disruption Cover that I was told would cover any unexpected events. They charged extra premium for this (£650/year). She had booked a flight to visit family in Vietnam in Mar 2019 with a transit stop in Hong Kong. Vietnam banned flights from all of China in Feb 2019 that would have left my wife stranded in Hong Kong. We had to cancel the flight with the travel agent who charged £150 in administration fees for their and the airlines fees. I tried to claim this on the travel insurance. First of all the telephone numbers to get a claim form were not answered at all and one was even disconnected. Eventually I had to call their new insurances number that was picked up immediately. After getting a form that I submitted immediately it took months for them to reply and told me to approach my credit card company, travel agent, airline to get a refund!!! When I replied that I had tried this and it was futile, they took months to reply requesting why the travel agent charged admin costs. Frustrated I complained to the Financial Ombudsman Service (FOS). The FOS itself took almost 2 years to pursue my case and eventually decided in my favour and forced them to pay my claim! It has taken almost 2 years to get this result!!! Staysure will pleasantly take your money but when it comes to claim FORGET IT!! DON’T TOUCH THEM WITH A BARGEPOLE!!!”

Helpful Report

Posted 4 years ago

“We went on holiday to Portugal last year. My husband had been bit by a mosquito or blow fly. As a result he had two toes amputated. We informed Staysure and as of yet we've had no response. Very poor service”

Helpful Report

Posted 4 years ago

“My nephew is in Greece Zante. He broke his leg in 2places and a vertibrea all this happened 7 days ago and knothing has been sorted my sister has been directed every where emails lots of paperwork but nothing being done do this company know what they are doing its27/08 /21 and still no answers. One sad young lad in pain”

Helpful Report

Posted 4 years ago

“Bought insurance a few days ago, once i reviewed the docs when they were sent to me , I had to add some information that was missing. Called all the numbers they have, No answer even after waiting for up to 30 minutes. I’m travelling in 2 days and not sure if I’m covered as they will not allow me to speak with them, they will not email back despite several emails from me, the sales lady i did manage to speak to was also shocked how they are not answering call even from her, internally. I was told to just keep trying, it is a busy period for the insurers as COVID rules relax but absolutely no excuse to ignore existing customers and not reply to emails”

Helpful Report

Posted 4 years ago

“I booked and paid over £500 travel insurance in January 2020, eight months before I was going to Canada in September of that year. I didnt cancel until August of that year only to find that Staysure would only refund me a £36 voucher to be used against another trip within the next two years. Even though I had said I wanted the policy to start at the time I was going on my trip. My recommendation to anyone getting travel insurance is to wait until at least three weeks before you go and hope everything will be alright.”

Helpful Report

Posted 4 years ago

“After taking my policy out we then found out 3 weeks before our holiday that due to covid it had been cancelled so I got in touch with staysure to be told if we didn't take a holiday before the policy ran out there was nothing to be done and we would loose our money so no I would never take another policy out with staysure why you could not run it over to 2022 is beyond me while this pandemic is still ongoing I have been told that other insurance companies have let people use the insurance for 2022 we will not be using staysure ever again”

Helpful Report

Posted 4 years ago

“I had my holiday cancelled due to Covid and they refused to refund any of the money. Would only offer a £13.51 refund or 20% towards another quote in the future. It was the First and Last time I use your company, I basically paid you for nothing. I did forward this to Ombudsman and it seems you have the letter of the law on your side...Well Done!”

Helpful Report

Posted 4 years ago

“My advice would be to stay well clear of Staysure as they cannot be trusted to pay out. Terrible experience, they changed the goal posts after purchase. We got our money back via credit card company in the end. Will never buy a Staysure policy again.”

Helpful Report

Posted 5 years ago

“This a great story Ok my mum of 81 took out insurance with this company back last year when COVID hit we asked for a refund or part refund they said no we could extend the cover but no refund then this year in the middle of a Covid 19 They took at 236 ish pounds from my mothers card when challenged on this they said it’s automatically renewed well it would be as most of the people they insure are older so when asked for complete refund they said no we will only refund the money less 25 pounds charge we accepted this filled in form and waited 14 days they say it will take after this period I phone them and was told they would do a bank transfer however it will take 15 working days to do I ask to speak to a manager and was told someone will call you back within 3 working days then he said but the manager has said he will only tell me what the customer service guy had said so basically no point in him phoning me he said I have said I will write about this on every social media site I can find until they return my poor mums money so please be careful if your older parents or family are thinking of using this company as they are awful”

Helpful Report

Posted 5 years ago

“When I did not renew my policy I was telephoned by staysure and offered a deferred policy which they implied would be a lot cheaper than taking out a new one. It was mentioned if I later found out i did not need it I could get a refund but it was not made clear that had to be within 14 days. When I asked for a refund which was after 14days I was only offered a voucher against future insurance which I have no need for. Totally conned by high pressure sales”

Helpful Report

Posted 5 years ago

“I booked travel insurance for a trip to Argentina and paid my money on 4th March 2020. Argentina closed its borders on the 14th March and BA cancelled my flight. Staysure basically told me I took out insurance during the pandemic so would not pay out. I entered a contract with the on the 4th, they took my money knowing they would not be honouring the cover.. Shame on you”

Helpful Report

Posted 5 years ago

Staysure is rated 4.6 based on 3,850 reviews