Review Time
I enquired about a “missed port” claim on my post office travel insurance, I was dealt with very quickly and courteously and informed that I was covered, the money arrived in my bank account within 2 hours. Very impressed. Thank you
Submitted a claim for a holiday cancellation in March 2025. Collinson asked for various documents including no-show letter from Easyjet, numerous proofs of attendance at doctors / hospital all of which were submitted without fail.Collinson customer service agents updated us fortnightly initially with pathetic excuses based on their lack of performance in attending to our claim. This update seemed to extend to monthly and has now ceased completely.It seems to me that they hope you forget about it and go away. I’ve got news for you Collinson I’m not prepared to go away!It’s now mid August and not a word from Collinson in7 weeks.
Out of hours medical support was generally very good unless you talked to a certain person who actually told me lies. Post office claims are quite frankly rubbish. Several times they totally misread my claim. Asked a plethora of questions they already had the answers to. 5 weeks on and claim is still going on. Now told because claim over £3k it has to go to a higher authority for approval. They don’t answer emails for days and you can never talk to your dedicated handler when phoning. I was made to haggle with the hotel about extended stay because of illness price because PO said they couldn’t.
The travel agent was very helpful explaining the claims process and prompt in taking all my details and submitting them to Collinson. In turn Collinsons acted promptly on receipt of the claim and kept me informed at all times. The claim was settled satisfactorily.
my claim has been in prosses since March 2025.this was a cancellation for a holiday myself and my husband had planned.my husband become unwell and we cancelled the holiday.my husband sadly passed away 9th April 2025.I am still trying to get the claim sorted out.the lack of communication is disgusting, you send in documents that Collinson's have requested, you don't get a responses or acknowledgment of them receiving the documents ,i am meeting with my solicitor Wednesday 2nd July I am handing the claim over to them I am sick and tried of trying to work with this company, the added stress as been horrendous. They just don't seem to have any compassion or empathy for the client .I have informed them that I am taking this up with my solicitor.
I bought travel insurance through Norse airlines under brand name X COVER to accompany my trip to South Africa. Shortly after my arrival i suffered from shortage of breath and chest pain, I did what most sensible people would do and got an appointment with and paid myself to see a local recommended general practitioner and have a general check up see what was wrong. As I had just had a long haul flight (12 hours travel both ends) he was worried and recommended I see a cardiac consultant ASAP as he suspected I might have something more serious. I had no previous cardiac condition but the consultant wanted me to undergo an angioplasty before i flew again and my SA GP confirmed his should be done before i flew again. he put in writing to the insurance company, that I should not fly until i'd had the diagnosis confirmed as to whether or not i had stable or more dangerous unstable angina? X cover the brand i bought that is promoted by Norse is serviced by Collins. they gave weeks of the runaround. despite extending my stay by a month and giving them everything they asked for i was unable to get clearance to go and have treatment, no did they reimburse the doctor or consultants fees. they just kept stalling until they ran me out of time I had to stay leave the country. In fact I was one day late leavingI pushed it so hard to see if I can get a diagnosis done before I left I never did.My Experience of flying clearly showed I should not of been doing so until I had a diagnosis because afterwards I have been very unwell and required wheelchairs at the airports as i could not walk the distances. I immediately saw a doctor on return to the UK and I am still now waiting on having an angioplasty and am on emergency medication.XCOVER/COLLINSON were very worried to get hold of me to see if I was still alive after I flew- KEPT EMAILING AND CALLING I am but no thanks to you crooks! It's in my advice if you're buying any travel insurance check who is behind it because these people are behind a whole range of brands including easyJet, saga and others. Forget covering you for medical emergencies its all about upselling, and maximising profit not providing service they have a terrible reputation go read trust pilot reviews I would not recommend you trust them, they could have killed me with their delayingWe buy travel insurance and hope we don't need it but when as in my case it could be life threatening we expect it to deliver. these companies are in the risk business they are happy to sell your insurance they're not happy to pay you. Their expectation is that if they don't pay in the case of many claims people on the receiving end will just let it end and walk way. I WONT I'm going to continue this until I get the result and they at least pay me back for my doctors fees and my consultants fees I claimed and beyond that if nothing else they owe me a formal written apology for risking my life. AVOID THEM AND LOOK FOR A DECENT COMPANY I WILL NEXT TIME.
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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
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