My wife and three other family members had to cancel our trip to Japan in mid-May 2026 on the advice of her doctor due to serious health issues. The other family members received their refunds from their respective travel insurance providers. I purchased my travel insurance from a certain company, with underwriting handled by another firm. On December 4, 2025, I received an email confirming that they were satisfied with the submitted documents and that my refund would be processed within five working days via bank transfer. As of January 15, 2026, I am still waiting for my refund. Before Christmas and during the first few days of January, I called them three times, speaking to three different representatives. Each one assured me that the funds would be transferred within five working days, but I have yet to see any refund. Yesterday, I spoke with a female team member from the underwriting company. She was sympathetic and understanding, stating that her line manager was busy but that she had urgently messaged him about my refund. She promised to confirm this via email and said the line manager would also reach out to me. I have received no response at all. What kind of staff does this company hire? What is the line manager doing in the claims department? Why hasn’t my substantial refund been sorted out? I strongly advise against purchasing travel insurance from this company, and if you find that the underwriters are the same, avoid them at all costs. They have been a nightmare to deal with in my experience. I will follow up with them today to see what they say. Due to their poor performance, I have rated them with only 1 star.
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Collinson is built around delivering better experiences for our clients’ customers.
We enrich and provide confidence in the traveller journey with our world-renowned Priority Pass airport lounge and experiences programme, while also creating and managing our own airport spaces. We protect via tailored insurance and assistance offerings and deliver travel medical and security services, currently critical to the recovery of the travel sector. And at a time when meaningful engagement with customers is more important than ever, we drive real-time engagement and conversions, increasing the value of loyalty and rewards programmes.See more
