Staysure Reviews

Name: Staysure
Rating: 4.47

4.5 Rating 1,604 Reviews

89 %

of reviewers recommend Staysure

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4.5

Based on 1,604 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 5 star review on 15th April 2025

Howard

Staysure 1 star review on 26th November 2024

S Wilks

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I had a heart attack November 2023 before I was due to travel in mid December. Staysure would no longer cover me . Thus I had to shift the booking I had. Rebook Travel insurance with another company completely rebook a new travel trip to visit family over Christmas. I spent 4 thousands on this. The claims department run by an external company called Davies refuse the claim I have to go back to Staysure and the best I can hope for is a refund of the remaining time I had on the policy. Avoid Staysure extremely dishonest as they hide behind their policy wording. All I can say thankful I did not have heart attack abroad as in all honesty I feel Staysure would not have honoured the policy at all. DISGUSTING COMPANY.”

Helpful Report

Posted 1 year ago

“Beware if you are using STAYSURE TRAVEL INSURANCE even though the policy summary they send out does not exclude motorcycles over 125cc, the fine print in the policy document under Sports and Activities does and apparently even if you are not taking part in a Motorcycle Sport it excludes you. I found this out the hard way in 2022 I was involved in an accident in the Nederlands and needed to get an ambulance transport from a Dutch hospital to my local hospital, but when my friends tried to arrange this Staysure basically said tough and quoted page 45 of their policy document. This left my 94 year old mother and pensioner brother rushing around trying to raise the £6500 needed to pay for the ambulance. I notice they have been advertising a lot on facebook as the company you can trust don't believe it”

Helpful Report

Posted 1 year ago

“Dreadful company to deal with. Paid almost £600 for insurance and the level of insurance we thought we had was not what I was told.”

Helpful Report

Posted 1 year ago

“Total waste of time, absolute rubbish!”

Helpful Report

Posted 1 year ago

“When I took out my annual policy renewal, I had a couple of outstanding tests (beyond my included conditions). So they said I would not have cover for the current conditions until I called them back to provide the results for these tests. I have just made that call, with the results, which took quite a bit of chat back and forth to obtain the clarity that Staysure needed. There is no way that I could have completed this correctly “on line”, as it was very difficult with someone to talk to. Eventually we came to the end of the call and I was then told I needed to pay another £25+. I was a little shocked at this point, but it broke down to just over £10 to add back my original listed conditions (I was not told when I originally renewed the policy that this cost had been “removed”), but the really galling part was that I had to pay a £15 admin charge because I had called them to make the changes !! Firstly, as I said before, there is no way that I could have completed this correctly “on line”, as I would have got something wrong and secondly they had told me to call back once I had the results of my tests. So I am really disappointed in the way that Staysure have handled this whole issue ….”

Helpful Report

Posted 1 year ago

“I phoned today to inform them that my husband has cancer and was about to start chemo. We are not planning on submitting a claim or cancelling a holiday - I was just informing them of a change in medical condition. There was no empathy, he never said he was sorry to hear that (the normal response). Told me the underwriters wouldn’t cover his condition so I could have my money back. What’s the point of having insurance?”

Helpful Report

Posted 1 year ago

“It is about time this shambles of a company was investigated by Trading Standards. Their claims process is a nightmare, most complex claim form ever, all just to put barrier after barrier in place so people will not give up. If you download their paper claim form then you are expected to send all original documents, no photo copies! yes, we know why....so they are easily "lost" by the sham of a claim company Davis, of course separate from Staysure so they can wash their hands of claims. Well Staysure you are in for a shock, expect thorough investigation of all your rip off practices.”

Helpful Report

Posted 1 year ago

“ROY I SPENT A WEEK IN HERAKLION HOSPITAL IN CRETE LAST SEPTEMBER WITH HEART FAILURE.STAYSURE WERE USELESS MY DAUGHTER HAD TO DO ALL THE WORK FROM THIS COUNTRY.”

Helpful Report

Posted 1 year ago

“They are a joke , after appx 1 hour , I told the lady in the South African call centre to forget it and I would go to the medical centre and pay for injury myself . I think they achieved what they set out to do , barrier after barrier until you think just forget it . DONT TRUST THIS COMPANY”

Helpful Report

Posted 1 year ago

“Having been a customer with Staysure for a number of years.Our yearly holiday policy was due to renew and the quote was £293.00.As we had decided to have only one holiday this year we phone to ask for a single holiday quote.To our shock the price they said would be was £350.00.Asked why the price was more for a single trip the reply was they treat it as a new customer.Was told you get discounts if you keep to the existing policy.No discount for been a loyal customer.”

Helpful Report

Posted 1 year ago

“Positive reviews seem to centre on the ease of taking out a policy- not so many are happy with any help or advice. Just found out I have inadvertently had 2 policies running as I renewed on line last March after reminder email re auto renewal but I changed to exclude Greece- but stay sure re instated original one 5 days later on auto renewal. £108 and £94 - no refund of any kind on either policy even if I cancel one now . Advisor on phone just kept flanneling about the policies being different and one was done on line the other auto renewed. Wonder what would have happened if we had claimed in this year- I expect no pay out as 2 policies would have negated each other and seen as fraud?”

Helpful Report

Posted 1 year ago

“Stay clear of stay sure! My wife and four young children were robbed on our dream holiday to France. We thought all would ok as we’d booked travel insurance with Staysure. Sadly, like most other travel insurance companies, they took our money and then when we made a small, fair claim they took forever to respond and in November (hols were in August), some company, Davies Group, who I guess staysure sub contract with, would of course found a clause so they wouldn’t pay out, perhaps no surprise, but another terrible travel insurance company. I’d advise all to stay clear. They have no empathy, understanding and always look at what they can find to cancel a claim rather than help the consumer. We were left in remote Brittany not able to find a police station and staysure where no help at all. We spent a lot of time researching for a good travel insurance company and now back to square one.”

Helpful Report

Posted 1 year ago

“I had an annual policy and I was due to go in for a hysteroscopy to remove a uterine polyp from my womb. This is normally a standard outpatient's procedure but due to it being too painful, I was booked in under General Anaesthetic as a day case. I was due to travel a week before this. I called up and apparently a hysteroscopy procedure is not on the list, nor is removal of an uterine polyp. When I tried to explain what I was having done, the girl on the phone was dismissive saying she'd have to accept my first answer which was a hysteroscopy procedure which was not on the list, neither was removal of a uterine polyp (is that because it only affects women?). This was absolutely ridiculous. I explained the procedure and she did not understand it, nor did she go through the list to find it as she would only accept my "first answer" despite alternative wording on medical lists between insurance companies and healthcare websites for the same procedure! She then said I was now going to have NO COVER on ALL previous conditions (which I had declared and paid for when taking out the policy), even though none of them were connected to a uterine polyp (eg eczema). She said she doesn't know about medical conditions and she could not refer me to anyone who does because apparently there is nobody at the company who could discuss this with me. I was offered the option of a pro-rata refund which came up with the amount of zero even though I paid £54 and still had half a year left to run. I also find it fishy that they do not allow reviews on their facebook page and I cannot find a link to review them on google. I also see that most of the "positive" reviews on here are from people who just bought a policy and did not make a claim or have to call up with a medical condition. Only at that point, can a company be judged on their honesty and service. I found alternative insurance before my trip with another company who had "removal of uterine polyp" on their list of medical conditions and even though I was awaiting the procedure, it was no problem and my other declared conditions were covered. Now that I have had my surgery (a very quick day case), I will make a formal complaint.”

Helpful Report

Posted 1 year ago

“I renewed my policy, add some back problems, took my money and gave me a phone number to ring, different company they can cover me for my ailments so now I have 2 travel policies they can't cover me and insurance not fit for purpose, will not refund, even though I'm within my 14 days. Spoken to trading standards, and will be contacting ombudsman”

Helpful Report

Posted 1 year ago

“BAD EXPERIENCE ! I cancelled my holiday and submitted a claim after my husband died unexpectedly in May. STAYSURE directed me to send my claim forms to A GALLACHER & COMPANY, their Claims Settlement Agency. I sent all the necessary forms on June 24th. I was asked to resend on August 26th because they could not locate the originals. Asked again to resend on 14th September because they said my email was blank,it was not! I was requested to resend the forms yet again on 18th September, which l did the same day. Today.......9th October l received an email from them....saying my claim was settled on August 23rd, and l should have received it. I DID NOT!!! l replied asking how is it possible that my claim was supposedly settled on August 23rd, when they asked on the 18th of September that l send my forms for them to progress my claim???? I think the TV programme......"RIP OFF BRITAIN "should investigate, what is going on with these companies......I am disappointed and totally exasperated as to how these companies are allowed to operate in such an unprofessional manner.”

Helpful Report

Posted 1 year ago

“They take your money but do not pay out when you need it most! Went on holiday earlier this year to Europe but unfortunately my wife fell and had to go into a private hospital for an operation on her ankle requiring a stay of several days. Informed Staysure the same day and initiated their claims procedure as directed in their European Policy documentation. I knew that Staysure had been in contact with the hospital when I was asked (the day of her operation) to pay the excess on the policy to them - which I did. Only trouble was - on the day of her discharge a few days later I had a message from the hospital to state that Staysure had not agreed to pay the bill and that I needed to pay this myself before she could be released! So over £4000 and a couple of more days of holiday later I managed to get her safely back to the UK without incident. Now it is over 3 months later and I have still not received a penny from this company. They pass you from one department to another asking for further form filling and making excuses. Whatever the final outcome of this turns out to be, one thing is certain - do not use this company if you expect them to pay out when you are in the most urgent need of their help and support!”

Helpful Report

Posted 1 year ago

“Worst insurance company I’ve dealt with, will try everything not to honour the insurance cover. Crooks”

Helpful Report

Posted 1 year ago

“We had a need to alter our policy due to a wrist injury to one of the party. The amended cost is FAR greater than simply buying a new policy. There was also no way to remove the injured person, they are all or nothing, if was pay up or the insurance was invalid. I got a completely new quote for 80% the price of just the change. Reading other reviews this is a common thing they do. I bought the new insurance, I shall never darken their door again and advise all other to follow my suit.”

Helpful Report

Posted 1 year ago

“A DISGUSTING COMPANY. Yes very nice and easy to purchase the policy but a nightmare when you want to claim. Dont think if you claim you will receive any money from them or you are deluded. The call centre say anything and agree to whatever you say then they ignore you or even through the conversation they say they need to redirect to someone who is dealing with it and then put the phone down. They try all sorts if you are away not to pay saying the hospital you are at are not on their list so will not pay or tell you to move to one of the hospitals they prefer. If you do take up a policy then more fool you, just hope you have the money in your bank account or can right off the cost of whatever it is your claiming as they will find some excuse not to payout.”

Helpful Report

Posted 1 year ago

“Everything on the other reviews sounds true to me , my wife and I came down with covid 8 days before trip I was put thru to staysure claim comp Davies who have a slow medieval form delaying tactics to fill in who apparently did not receive ?pattern emerging then they asked for booking inv cancellation inv policy number ? I supplied then they ask for doctors note ? My wife wasn’t well had to attend hospital I took a photo of her meds supplied with name date and hospital drugs , no a doctors letter needed to progress ( must be clear to all readers what's going on ) docs letter supplied guess what they ask for covid vaccination records ? I reckon they will ask for my 25yrd swimming certificate next . They say flow tests are not accepted for covid the NHS website says they are fast accurate and reliable so I asked how in my case I can prove a covid infection ? when the hospital didn't even test her no reply to date on that question 14 e mails endless submissions still waiting I submitted a review on trustpilot had a reply from staysure saying they would escalate the claim ? An observation on trustpilot thousands of 5 star reviews they all seem to say easy, policy ,nice ,service , unusual when there is a distinct lack of actual ins claims reviews So staysure adverts say superior covid cover if you or your travelling companion come down with covid and you can't travel . You guys make your own minds up would you buy a policy with this rip off firm ?”

Helpful Report

Posted 1 year ago

Staysure is rated 4.5 based on 1,604 reviews