Staysure Reviews

Name: Staysure
Rating: 4.39

4.4 Rating 1,079 Reviews

87 %

of reviewers recommend Staysure

Company Reviews

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4.4

Based on 1,079 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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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“We were unable to take our holiday on 3rd September due to serious head on collision, husband was in hospital for 5 weeks after a heart attack whilst driving, I was in hospital 2 weeks the accident happened August 18th ,I've sent them our hospital discharge notes plus a letter from TUI stating we didn't board the plane or arrive at the hotel in spain and still Staysure haven't paid us out, its almost 3 months now since I submitted our claim, they're a bunch of thieves, they've take another 2 months payments despite me declining to renew our policy on 31st October, they haven't refunded those payments either DONT EVER USE STAYSURE”

Helpful Report

Posted 2 years ago

“Tried to update medication hustory online as requested. System wouldn't allow me to so had to phone. This apparently would incur a charge of £10 without a screenshot to 'prove' that system not working. Took more than £10 worth of my and operator's time to manage a screen shot that in any case won't prove a thing. I'm deeply unimpressed. Call centre operator was very patient. It's the system that is rubbish.”

Helpful Report

Posted 2 years ago

“An absolutely diabolical process to log a claim! I had to log it onto the Staysure app and then it got lost in the Davies group system, as it is not Staysure actually dealing with the claim. Hopeless customer service. I have been waiting since end of June!”

Helpful Report

Posted 2 years ago

“Claim 2454766; Policy Number 19394473 On a river cruise and developed COVID; we were asked to leave the ship and put into a hotel the ship has booked for us, also a taxi. Claim delivered on 29 June by Royal Mail - Tracked. Since that time dozens of emails from Davies Group which say absolutely nothing. We waited and waited for a response, we eventually managed to obtain a claims number but were informed it was our RESPONSIBILITY to do so! REALLY, I thought we were the client. Staysure do not want to know, and three months later we are still waiting for our claim to be settled. Does anyone actually work in any of the companies Staysure seems to layer itself with? The Davies telephone number rings and rings but no-on ever answers. Telephone calls to Staysure line - oh wrong number but no help given or offered. Davies indicated they "hoped" to settle claims 22 September, that date is now well past. During this sorry saga we have received over 22 emails from Davies Group, all saying "correspondence received - need another 15 days" or automated response. Do the people who work with these companies actually manage to sleep at night, the companies are with-holding monies which belong to the people who have bought insurance, for whatever reason, in good faith and are treated appallingly. Next stop the Ombudsman. I suppose we shall receive the churned-out response "we are disappointed etc." Not so disappointed as we are. Would we buy Staysure Insurance again - DEFINITELY NOT. David and Louise Whitehall”

Helpful Report

Posted 2 years ago

“Case went missing in Tenerife It was impossible to speak to anyone or use online forms - the worst experience ever! So stressful - pay a bit more for a company that actually will be there for you when you need it. A total waste of money.”

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Posted 2 years ago

“Few times i used Staysure, No more. this time i went on a cruse and damaged my laptop, i have been trying to contact by email to make a claim, every time i get response back saying we will contact you, this was over a week ago but no one has contacted me so far. once i rang stay sure complaint and after holding for a long time someone answered and while i was explaining, she hung up.”

Helpful Report

Posted 2 years ago

“Great company for taking your money. The worst company if anything goes wrong. No help just an army of people employed to ensure it's almost impossible to get any support and payout. My elderly parents could not go on a holiday due to a medical emergency. Doctor supplied all details to Staysure. No concern or support from Staysure. No payout or compensation from Staysure. Before anyone says that it's their own fault for picking the cheapest, their policy cost hundreds of pounds.”

Helpful Report

Posted 2 years ago

“An unexpected change of medical condition meant Staysure would not cover any medical conditions, when we cancelled the policy we were informed that it would be paid in vouchers!!! Absolutely useless.”

Helpful Report

Posted 2 years ago

“It took ages to get my insurance in the first place. Unfotuneately due to a sudden unexpected illness and 11 days in Hospital i needed to make a claim. After weeks of repeated questions and my sending, hospital reports photos etc etc they said my claim was to be settled. That was on July 22nd. Payment would be made in 3 to 5 working days. Liars. No payment recieved, no answers to my emails. No one answeringnthe phones. IF STAYSURE CANNOT ANSWER THE PHONE OR SETTLE CLAIMS, THEY SHOULD NOT BE TAKING ON NEW BUSINESS IT'S FRAUDULENT.”

Helpful Report

Posted 2 years ago

“My sister in law had the loss of a case from a ship to the hotel - the Staysure underwriters, Davies Group, have said after weeks of supplying receipts and other requested information, that they can’t pay out because in their terms and conditions, the case must always be in sight! So I can only deduce from that, that they had no intention from the start of the claim, to pay this. That presumably means that anyone who loses a case during a flight or ship transfer cannot claim. Why did it take them weeks to let my sister in law know this? I would advise anyone thinking of taking out insurance with ‘Staysure’ - to STAY CLEAR. This insurance seems to be nothing but a scam. This will now be escalated.”

Helpful Report

Posted 2 years ago

“If I could give no stars I would Only use this company if you want your claim to be ignored and for them to ask repeatedly for information already sent and signed for. I had Covid and was unable to go to Madeira on 13th June. All relevant documentation was posted as I could not upload some of it to their site - PROBLEM THEIR END NOT MINE! Everything was signed for, including the Randox certificate advising I could not travel. They try to pass you to 3 different companies advising that the one you sent info to is NOT the one dealing with your claim. They NEVER call back or respond to emails apart from the generic 'email received' response. In spite of the issues being at their end, after my last communication with them today they did not acknowledge that the info had been received, they asked for it again and signed off anonymously with a very offensive: ' send the info and I will look at the claim. Kind regards - OR NOT.' I tried to phone the direct dial number on the email and it was disconnected every time before answering. I have today attached all the information AGAIN - and more - to my email reply (copied to complaints department) to be told that it will take another 6 weeks to process. I am not holding my breath and can see this going to the Ombudsman Appalling customer service - to be avoided at all costs. DO NOT BELIEVE TRUSTPILOT REVIEWS”

Helpful Report

Posted 2 years ago

“APPALLING LACK OF CUSTOMER SERVICE. DISGUSTING TREATMENT TO A CUSTOMER OF MANY YEARS WHO HAS NEVER CLAIMED ON HER TRAVEL INSURANCE. I had an annual Worldwide Travel Insurance policy with Staysure which expired this October. I rang up (1 hour & 1/4 on phone) to advise them of my lung cancer condition, the fact that the chemotherapy I had this year had destroyed it etc. At the end of the Total questionnaire I had to go through I was informed they could no longer insure me based on my honesty, and that they would refund the cover, was that ok? PLUS, WAS THERE ANYTHING ELSE THEY COULD HELP ME WITH!!!?????ABSOLUTELY NOT. There is a "script" . I was on the phone very calmly pointing out that lung cancer with no symptoms, no medication etc is NOT GOING TO KILL ME, or prevent me from travelling. However I was informed there was no-one further up the food chain that I could talk to. Their under-writers had refused me. So obviously the personnel at Staysure get paid by the "cloud". I phoned again, another 1/2 hour going through the "script", excluding insomnia since that is irrelevant. The guy on the phone was looking at the policy they had cancelled. I told him to throw it away and had to help him with words such as EMPHYSEMA that he could not pronounce etc. "Haematoma". Did he even know what that was? Nope. I explained it was a "one off" condition that I had had years ago, in my buttock that was drained with a needle. The Haematoma happened when stationery, spontaneously in my hamstring area. What injury. I couldn't get through to him....past condition, resolved, not an ongoing condition. By the end of the conversation I was exhausted, polite - guess what - REFUSED INSURANCE COVER. I am fit and well and thriving. Customer services emailed me yesterday to say that someone would be phoning me to go through the questionaire again - No-one phoned. Totally disreputable way to carry on. Didn't exclude conditions, just thrrew me off the insurance. UTTERLY SPEECHLESS. DO NOT GET INSURANCE WITH THIS COMPANY. I rang another insurance company suggested by Staysure, who turned me down and suggested I phone their "sister company Stasysure". Oh my goodness.......”

Helpful Report

Posted 2 years ago

“Most of the good reviews on that other review site are about the ease of buying the policy but just wait until you get to the claims procedure. I spent ages uploading all the paperwork online, filling in the form as requested.... it is supposed to take 21 days max and it is now some 6 weeks since I submitted them. Worse - all my information I uploaded which I should be able to view under 'My Claims' section of my online account, is not there. I did not receive acknowledgement of receipt. Even worse - just received an email from them asking me to fill in a Holiday Cancellation form with all documentation. Thing is, my holiday wasn't cancelled - I had an accident whilst on holiday and had to pay the hospital. And now I have to go back to going through their never-ending phone system.. literally waiting hours.... This company is terrible. Covid or not.. there is no excuse and they should. not be selling policies if they haven't got the staff to fulfil them at the moment. Beware and don't believe the reviews on Trust Pilot.. dig deeper...”

Helpful Report

Posted 2 years ago

“My goodness, this is a dreadful company. I’ve tried for days/weeks emails, phone, to get in contact. Now still hanging on for over an hour. Want to amend policy but cannot on line. What is one supposed to do. My insurance valid to November but just cannot get through. It’s a joke. I’ve tried chat, email, phone. Appalling. Doing right they have no idea.”

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Posted 2 years ago

“I tried to amend my policy online to include cruise cover. Impossible to do it online then could not get through to customer services at all!!! Held in the phone with annoying boting classical music for ever. Had to hang up each time after almost an hour. So frustrating. Never, ever use Staysure!! Their customer services aren’t even garbage, they are non-existent!!! Jim”

Helpful Report

Posted 2 years ago

“I submitted a claim last week with all documents required and submitted it online. I have just gone back to them to check how it is progressing - all my documents have disappeared from their online database 'Your Claims'. I have tried ringing... got hold of someone (after veeeery long time) who said they had a backlog and wait 21 days before following up. I asked about the fact that my claim wasn't showing on my online account and was told she couldn't help me.. call the 01403 in office hours.... (I am not looking forward to the Covid-excuse voicemail wait tomorrow.”

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Posted 2 years ago

“Don't use Staysure Travel insurance- dreadful extremely poor customer service. I was trying to pay for a quote with them kept waiting for over a day to pay. Was put on a call back BUT this never happened. Chased and chased and chased to pay. Used chat and phone. DONT USE STAYSURE. Went to other provider in the end. Keith”

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Posted 2 years ago

“I've been trying to get an online quote but the system will not accept my postcode. I'm in Scotland and postcode has 7 letters and numbers. Could this be the problem? Very frustrating experience. Having read the more recent reviews I think I'll look elsewhere.”

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Posted 2 years ago

“I have just been on hold on the telephone for over 2 hours trying to get through to Staysure customer service. Unfortunately I have paid almost £420 for travel insurance with them so will have to stay until the policy expires in October. I will definitely not use them again.”

Helpful Report

Posted 2 years ago

“Appalling after care service It’s practically Impossible to get through to anyone regarding claims. The telephone number they quote to cancel your automatic renewal is obsolete!!!!”

Helpful Report

Posted 2 years ago

Staysure is rated 4.4 based on 1,079 reviews