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

“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.”

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Posted 11 months 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?”

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Posted 11 months ago

“I sent documents in and 12 days later got email confirming my settlement as had to cancel due to accident on way to airport . Thank you”

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.”

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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

“I added a medical condition with my Barclays Travel Pack insurance which was accepted and covered by Barclays. I asked Staysure if I needed to tell them about it and they said yes and then charged me £40 to cover my husband for the condition. I said I didn't want the cover as Barclays had it covered, but they said that if I didn't cover the condition with them as well, he might not be covered for any other conditions included with Staysure under our policy with them. Total rip-off. SOOOO annoyed, but I had to pay the premium and, when the policy expires, I most definitely will never be covering with Staysure at all. It is absolutely scandalous.”

Helpful Report

Posted 1 year ago

“We have just taken out Staysure insurance for my female partner. She is 80 and cannot use a computer. This was before all before we had created an account for her. We went through the medical questions and the quote was for £92. This was discounted by 20% since I had introduced her me being a previous customer. The payment went through OK as usual. The documents - which we now need to print out - were reported as being sent to her account. But we couldn’t access them because she didn’t yet have an account!!! We tried to create an account but this failed. So where are the documents??? And how do we access them? I need to print them out for her. They weren’t sent to her email address, which would have been simple. BTW she is 80 and cannot use a computer, and certainly does not know how to get her documents or create and use an account. This is all too convoluted for elderly folk. I am 75 and even being computer literate cannot find out what to do. Why can’t the documents be sent to her email address directly? This creating an account is a totally unnecessary step. I cannot recommend your services due to this. Zero stars on Reviews I’m afraid. Ex-customer”

Helpful Report

Posted 1 year ago

“I broke my ankle in Spain and purely because I did not contact them within 48 hours my claim was rejected, and also the Spanish medical form did not say you must return home. Just beware,so many loop holes.”

Helpful Report

Posted 1 year ago

“Difficult and expensive to alter details via call centre . Quite unfriendly staff , very unsympathetic and borderline aggressive. Gave up on one operator and the next day got somebody even worse . Will definitely swap when I’m ready to renew . Call operators sound unhappy and stressed. Are they under pressure from new owners .”

Helpful Report

Posted 1 year ago

“WANTED TO INFORM STAYSURE OF A CHANGE OF MEDICATION. WAIT FOR LONG TIME BEFORE ANYONE ANSWWERS THE PHONE. THIS IS AFTER TRYING TO ALTER MY MEDICATIONS ON- LINE. INSTEAD OF GETTING TO THE NUB QUICKLY-I GOT LAYERS OF ENDLESS GUFF.EVENTUALLY GOT TO THE BIT WHERE THE PAYMENT OF £10 IS DUE FOR PAPERWORK AND THEN GOT LOST IN CONFUSION TRYING TO PAY IT . RANG OFF. SOMEONE RANG BACK AND PUT ME ON THE PHONE WAITING LIST AGAIN. AAAAAAAAAAARRRRRRGHHHHHHHHHHHHH ! BLOOD PRESSURE UP- BONKERS SYSTEM. CANNOT FACE TRYING AGAIN. STAYSURE HAVE GOT OUR MONEY UNTIL JULY. WILL NOT BE RENEWING THE POLICY. ALL COMPANIES ARE LIKE THIS KILLING THE OLDER FOLK OFF WITH STUPID SYSTEMS THAT GO ON AND ON AND ON AN ON!!!!!!”

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Posted 1 year ago

“Please don't this company for insurance, we bought an annual cover for my husband with cancer, listed all the medical conditions as soon as he had another operation and put on a preventative cancer medication, and is all clear apart from a little dot, had a fit to fly and holiday confirmation too, they said either pay more money or they will cancel mid cover. luckily i took out another insurance which was cheap and easy and went on holiday. they had already cancelled his cover!!!”

Helpful Report

Posted 1 year ago

“My husband has had a stroke on holiday no authorisations was received for treatment received ar the hospital. Not good if you do not have the cash available. Davies Group who handle their claims are terrible, don't answer calls or emails the say they are very busy! Claims at staysure also do not answer the phone. A lot of stress added under very difficult circumstances. Some considerate people on the emergency phone line but they can do nothing.”

Helpful Report

Posted 1 year ago

“After upgrading our cruise cover to comprehensive, which meant taking out a new policy and not getting refunded the original policy cover, extremely annoyed to find they would not pay out accordingly when our holiday was altered due to Covid. All we received was a small amount for each of the 5 days we were in isolation despite the second part of our holiday being cancellled as a result. We lost a large amount of money which they would not compensate us for. What we received did not even cover what our policy cost so I would not on any account recommend this company.”

Helpful Report

Posted 2 years ago

Staysure is rated 4.4 based on 1,079 reviews