Staysure Reviews

Name: Staysure
Rating: 4.59

4.6 Rating 4,667 Reviews

92 %

of reviewers recommend Staysure

Company Reviews

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Metrics

4.6

Based on 4,667 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

“I cancelled the auto-renewal of my Staysure travel insurance a month before it was due to auto-renew, yet they took payment anyway. The renewal price had risen by nearly £60 with no explanation, and when I challenged the unauthorised payment, Staysure dismissed my clear written confirmation of cancellation. Their “apology” was only for the inconvenience, not for taking money without authorisation, and at no point did they show any real customer care or attempt to retain my business—basic expectations for a travel insurance provider. Only after I called the payment potentially fraudulent did they finally cancel the policy and issue a refund. This experience has eroded my trust in Staysure. Check your renewal status and bank statements carefully if you use them and don't rely on emails confirming auto-renweal has been cancelled.”

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Posted 1 week ago

“Sorry pressed wrong one I found it very easy to understand and all done quickly”

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Posted 1 week ago

“Absolutely disgusting still hasn't paid out my claim dating back from July 25. Enough said”

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Posted 2 weeks ago

“I completed the quote form online yesterday. When I read the validation form i noticed that my wife's declared condition was missing. I phoned to inform and was told that the change would be made but it will cost me £69.34. I think I am being penalised for Staysures inefficiency. It was not my fault that the data was not transferred. If I had known the cost I have now paid I would have used another company. The episode has left a bad taste and I will not use your comopany again and pass on my experience to my family and friends”

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Posted 2 weeks ago

“2nd call got on the phone to ask a question put the phone down on me”

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Posted 2 weeks ago

“Took 5 phone calls, got cut off twice having been “put on hold”, found it very difficult to understand the accent of 3 of the call handlers, and they appeared to not understand the issue I was trying to raise.”

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Posted 2 weeks ago

“Travel date was incorrect on the policy, tried to amend with the online live chat but they said they did not understand what I was trying to do. I did eventually manage to amend the error within 20mins of taking the policy out, then realised they had taken the payment again. Phoned the helpline, who were not very helpful so I cancelled the policy.”

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Posted 3 weeks ago

“Approx. 1.5 hours on phone setting up travel insurance. At end of process was told all pre-existing conditions of 1 member of the party would not be covered. Expensive.”

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Posted 3 weeks ago

“My policy was up for automatic renewal so I rang and spoked to someone at Staysure and informed them that I did not want a renewal of this policy as it had gone up quite considerably and that told me that he had noted to cancel the renewal. Today the money has been taken from my account and I get an email thanking me for renewing with us!”

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Posted 1 month ago

“Poor customer service.Operator, didn't appear to fully understand my problem and was making " snap, rude judgements".”

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Posted 1 month ago

“Money was taken automaticly from my bank i did not renew nor did i have any reference to the renewal until after it was paid i rang up and benky told me it was cancelled and i will get a refund i have to wait 5 days to see if it comes raging they ciuld have contacted me first”

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Posted 1 month ago

“The first agent I spoke to only seemed interested.in trying to confuse me and tying me up in knots. Kim to whom I spoke later was very kind, friendly and professional.”

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Posted 1 month ago

“I was incorrectly informed that my husband's knee replacment surgery would be covered if I were to cancel the trip. I re checked this 3 times with the salesperson. Upon receiving the documents, I was informed of the following: "It has been declared that you are waiting for Knee replacement/resurfacing. Full cover is provided for emergency medical treatment and repatriation, providing you are not travelling against your home country doctor's advice. However, this policy will not provide cover for cancellation or cutting short your trip as a result of the condition you are awaiting surgery/a procedure for. All other declared medical conditions are fully covered." I called again, choosing the cancellation option and again re checked as to whether the policy would cover cancellation of it pertained to complications in relation to knee replacement surgery. She then informed me that it would be. I requested this information to be provided in writing. The member of staff with whom I spoke, informed me that she would check to ascedrtain as to whether she could provide written confirmation of this. Upon returning to the call, she informed me that cancellation cover would not be provided until my husband recieved a final discharge from the surgeon who performed the procedure and a fit to travel letter was required. I bought the policy based upon incorrect information provided. I clearly informed the person of the surgery and re checked several time as to whether cancellation cover would be provided, in the aforementioned scenario and she repeatedly informed me that it would. Indeed, the 2nd member of staff with whom I spoke also informed me that I would be covered - until she actually checked this information with another member of staff! I have now cancelled the policy. I have received no acknowledgement of the cancellation. I have now wasted valuable time in trying to arrange a policy which I have had to cancel afte being misinformed.”

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Posted 1 month ago

“First agent I spoke to was off’ish and spoke down to me. When I addressed him for this he was ever so arrogant & rude I hung up! Should shave written down his name, & contacted head office or indeed ceo!! However the second agent I spoke to was a bit more approachable but never the lads was like dealing with a machine not overall a nice experience. SS need to address this retraining etc…”

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Posted 1 month ago

“Web chat and customer service lacking unable to help with an amendment to start date day after purchasing an annual policy! Ended up cancelling policy due to lack of customer support which I’m guessing is off shore call centres.”

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Posted 1 month ago

“I put un two medical conditions but the quote did not include them. When I rang to query this I was told I had to pay another £18. Policy cancelled and awaiting refund.”

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Posted 1 month ago

“Absolutely disgusted that renewal has gone through after I gave instructions online not to renew. The process to cancel renewal was difficult and seemed designed that way. Absolutely disgraceful.”

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Posted 1 month ago

“I couldn't get the agent to understand that I take Statins as a precaution but I do not have blocked arteries .”

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Posted 1 month ago

“I was on line as well as giving up and phoning customer services for over 2.5 hrs and they kept cutting themselves off and did not complete the actions we discussed. I am awaiting the it dept to sort errors on the account so i can finally access it myself. In addition we discovered we were never sent the validation certificate with policy documents when policy was originally taken out. Polixy due for renewal in august.... will need to think carefully on whether or not we renew with staysure. Ive never experienced such issues before. Very disappointing that the customer service person did not phibe back a 4th time to conclude the transaction. Left hanging.”

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Posted 1 month ago

“I was qouted a price for my travel insurace,it seemed like a lot,so I asked if that was the cheapest policy and I was told yes. When I said I would call back after discussing with my husband, the agent said he could give me a better price. This is totally unethical.”

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Posted 2 months ago

Staysure is rated 4.6 based on 4,667 reviews