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Staysure Reviews

4.1 Rating 486 Reviews

79 %

of reviewers recommend Staysure

Company Reviews

4.1

Based on 486 reviews


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

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Anonymous

Anonymous // 01/01/2019

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

“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!”

Posted 1 year 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”

Posted 1 year 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”

Posted 1 year 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...”

Posted 1 year 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.”

Posted 1 year 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 ?”

Posted 10 months 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!!!!!!”

Posted 1 year 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.”

Posted 1 year 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.”

Posted 1 year 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.”

Posted 1 year 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.”

Posted 1 year 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.”

Posted 1 year 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.......”

Posted 1 year 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.”

Posted 1 year 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”

Posted 1 year 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”

Posted 2 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.”

Posted 2 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.”

Posted 2 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”

Posted 2 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!!!”

Posted 2 years ago

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Staysure is rated 4.1 based on 486 reviews