Review Time
My claim was only part fulfilment due to an unreasonable and almost petty interpretation of the teams. The staff made no apparent attempt to understand the situation and refused to pay the claim of £1700 in full. Seems profit is ahead of service. In response to your replyYour reply is a straight repeat of the scripted response from agent. What you fail to add is that my companions were wife and son. I had paid for accommodation for us. Therefore this insurance ought to be paid in full. I note the general feeling on Trustpilot towards Collinson is less than positive. Your response typifies the lack of empathy with you customers. Another bad decision by the PO on their choice of outsourced services
Over 5 weeks waiting for a simple medical claim to be processed - absolutely shocking service.We needed medical treatment for our young child during a family holiday. I submitted a straightforward claim with all required documentation including medical reports and receipts.Important to note: The medical assistance team was excellent - particularly Lisa who was absolutely fantastic, professional and helpful throughout the emergency. She deserves a really positive review and shows what good customer service looks like.However, the claims team has been a complete disaster:5+ weeks later and still no resolution despite having all documentationMultiple emails completely ignored over several weeksStaff promised to respond by a specific date - complete lie, nothing receivedHad to submit formal complaint due to total communication failureThis is meant to be travel insurance - when you actually need them for claims, they disappear. Post Office advertises "same day settlements" for many customers, yet I can't even get a basic response after weeks.Major concern: this was a relatively small claim. If the value had been much higher (serious medical emergency, repatriation, etc.), I genuinely worry how long they would stretch you out and the stress they'd put families through during already difficult times.Avoid this company if you might actually need to claim. The claims team simply cannot handle basic communication and customer service. The contrast between Lisa's excellent medical support and the claims team's shocking response is night and day.Still waiting for any kind of response on my complaint, but the claim has now been settled in full. Absolutely disgraceful service from the claims department.
Lost/Stolen passport & sunglasses while on holiday in France. I submitted receipts, Police reports, flight details and everything else required immediately. 2 weeks later there's been literally zero feedback.I wish I'd checked beforehand, Post Office Insurance has a rating of 1 on here. Collison have a rating below 2. Says it all.Avoid using Post Office Insurance at all costs. I'll be looking out for Collinson in any future insurance I'm quoted and rejecting anything they're involved in.
EasyJet flight was cancelled and then I re-booked for as soon as possible. I have sent multiple pieces of evidence as requested. No one seems to be handling the case. The cancellation and re-booking happened in July 2025. Now they want proof that I took the soonest flight that I could. French airspace was closed and there were delays with all of the flights for days afterwards. Seriously avoid this company.
This company have been extremely difficult to deal with. They did not take into consideration the circumstances under which the claim was made and therefore made the whole process impossible to resolve. This resulted in an enormous amount of upset and stress to me while my husband was in hospital at end of life. It wasn’t that they didn’t seem to care but they just weren’t listening to me. It was only resolved when I made a formal complaint and someone sensible was able to see the bigger picture. Would never use them again and would advise others to steer clear.
I was sold the breakdown policy on the belief that I would make just one phone call and everything would be sorted, that they would do all of the liaising and communication with the French tow company, explain the issues and find a garage etc. When I broke down in France the initial service was poor. Several phone calls had to be made by me and lots of use of google translate! “Repatriation of a Motorhome would take several weeks” and also told to start emptying the van into suitcases. Told every item would need to be inventoried. The van would also be returned broken for us to get repaired later. Eventually we were able to sleep in the van at the Fiat garage overnight and flown home next day. Van repaired in France and we flew back to bring it home ourselves.
I felt listened to when I put my travel insurance claim in. I was a little unsure as not having claimed previously but I was assured every step of the way and kept up to date with the progress of the claim. Hopefully I won’t have to claim again but at least I know I am in good hands if I do. Thank you
Claim your business profile now and gain access to all features and respond to customer reviews.
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
livingandhome.co.uk
heyhair.co
stoutbread.com
indianvisaonline.gov.in
vetfleece.com
fragrancerevolutionboutique.co.uk
moving2italy.com
originalpajamas.com
houseofbruar.com
tilesandstonedirect.co.uk