Review Time
I have never experienced an insurance provider as cold, unhelpful, and mechanically dismissive as Collinson Insurance Services (easyJet travel insurance). My claim was rejected in the most tone-deaf way imaginable, and the handling of my complaint was frankly shocking.My trip was cancelled because my dog suffered a broken pelvis and required emergent care. This was a traumatic and unavoidable household emergency — anyone with basic decency would understand that leaving an animal in this condition is impossible.Instead of showing any empathy or applying common sense, the insurer hid behind rigid technicalities and a narrow reading of the policy. They repeatedly quoted definitions and exclusions while completely ignoring the reality of the situation. According to them, unless a crisis is specifically listed in their tiny set of “acceptable” reasons, you’re simply not covered — no matter how serious, sudden or unavoidable the event is.Their complaint response was just as disappointing: defensive, robotic, and focused entirely on justifying their actions rather than treating a customer fairly. They even implied that listing exclusions would make the policy “too long”, which says a lot about how little they care about transparency.The whole experience made it clear that this insurer’s priority is not helping customers — it’s finding any excuse to decline claims. No compassion, no flexibility, no fair consideration of the circumstances.If you value fair treatment, transparency, or even basic humanity, avoid this insurance at all costs. Their approach to claims and complaints is absolutely unacceptable.Reply to Collinsin below: your reply simply repeats an exclusion that does not exist anywhere in the policy wording. There is no mention of pets under Cancellation or General Exclusions.My dog required emergent care after a traumatic pelvic fracture, making travel impossible. Instead of assessing this fairly, your approach has been rigid, generic, and dismissive.This only reinforces the impression that Collinson’s priority is refusing claims rather than providing support or service to customers. I will now let the Financial Ombudsman review the matter, including the absence of any pet-related exclusion.
I had a warning come up on my display to say my car would fail to start up after 500 miles. On contacting my insurer I had 3 phone calls to check on my progress. Subsequently I received a call from Mercedes confirming that I should take my car to their agent in Koblenz to have a replacement sensor to be fitted. Everything was sorted and the car is running well.
Email after email after email!Repeatedly asking for the same information after reiterating numerous times that it has been sent.Submitted my claim on 17 August 2025. Very frustrating and at the end of my tether. I am going to seek legal advice now and contact the Financial Ombudsman.
Initially, myself and my partner had an awful experience with our claims handler (Ross Quigley) and we both ended up writing very bad reviews here and (stupidly!!!) quoted our various travel insurance claims numbers that were in progress.We were escalated to customer service complaints team and our new handler was Melisa Salvo who is exceptional. Months later, I had identity theft because of my initial trustpilot review where I had very stupidly quoted my claims numbers alongside a detailed report of my claims and experiences. Someone took my information from here and is currently committing insurance fraud and identity theft of me with Collinsons so this is a warning to anyone who is thinking of stupidly posting their personal/insurance information here (don’t!). Following on from this impersonation, Collinsons fraud specialist (Richard Cliffe) has been liaising with me and had also been exceptional in his handling of the case and of investigating the fraudster that has come about due to my initial review here. TDLR: My initial claims experience with Collinsons was beyond rubbish but Melisa and Richard have redeemed the previous experiences I had and have been exceptional. Therefore I have deleted my old review (mainly due to the identity theft!) and replacing it with this 5 star one 🙂
I called the medical assist line as my daughter became ill, after having an evening at the hospital the day before who charged me a fortune. The team in claims were really helpful and guided me through the process. They settled the claim within a week of me making it once I had provided all the information. I can't fault their customer service they were wonderful.
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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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