True Traveller Bewertungen 3’340

Antwort von True Traveller

21. März 2026

Hi,

Due to data protection and patient confidentiality requirements, we are unable to comment on the specifics of any individual medical case.

We can confirm, however, that we were not made aware of this matter until shortly before this review was posted. Now that it has been brought to our attention, it has been reviewed and addressed.

The True Traveller Team

Antwort von True Traveller

1. März 2026

Hi there

Standard travel insurance policies do not cover war, hostile acts, civil war, military action, invasions or similar large-scale conflict events. This exclusion is standard across the global insurance market because war presents systemic, unpredictable risks that cannot be priced into conventional travel insurance products.

However, travellers are still covered for claims that are unrelated to the conflict itself. For example, if someone becomes ill, has an accident not connected to hostilities, or experiences lost or stolen baggage, those claims would typically be handled in line with the normal terms and conditions of their policy.

The primary issue in the current situation is airspace closures and the inability to leave the country. Travel insurance cannot override government airspace restrictions or operate repatriation flights — we are not an airline. Airlines have a legal obligation to re-route passengers to their final destination once services resume, whether on their own aircraft or with an alternative carrier.

It is important that travellers do not accept a refund if their flight is cancelled. Accepting a refund effectively ends the airline’s duty of care, leaving the traveller responsible for arranging and paying for new flights themselves — which are likely to be significantly more expensive. Travel insurance will not cover the difference in cost between a refunded ticket and a new booking.

For now, travellers should follow local authority guidance and register for updates via the UK Foreign Office at https://www.gov.uk/foreign-travel-advice

Also, a quick note on reviews: we don’t use Trustpilot. They charge for the privilege, and they allow unverified reviews (like this one!). If you’d like to see reviews from actual, identifiable humans, feel free to check out Google or Reviews.io.

True Traveller

Antwort von True Traveller

Aktualisiert am 17. Feb. 2026

Hi there

We don’t have small print. Honestly. No microscopic font. No magnifying glass required. It’s all the same size — nice, readable, boringly consistent font.

But for the really important bits? Oh, we go BIG. We’re talking full-page, can’t-miss-it, metaphorically-slaps-you-in-the-face pop-ups in BOLD CAPITAL LETTERS telling you that if you buy a policy while already abroad… there’s no refund.

And just in case you thought that was decorative, we remind you again right before you pay. More BIG print. More clarity. Still no refund.

Why so dramatic? Because occasionally people like to purchase insurance purely to wave the documents at immigration officers, tour operators, employers, or ski parks… and then ask for their money back. Are we keen to participate in that little performance? No. No, we are not.

Also, a quick note on reviews: we don’t use Trustpilot. They charge for the privilege, and they allow unverified reviews (yes, like this one!). If you’d like to see reviews from actual, identifiable humans, feel free to check out Google or Reviews.io.

Warm regards (in perfectly legible font),
The True Traveller Team

Antwort von True Traveller

3. Feb. 2026

Hi there,

We’re very sorry to hear about the injury you experienced and understand how distressing that situation must have been.

This claim was handled by our medical assistance partner, AXA Assistance, who assess emergency cases based on medical advice and the policy terms. We’ve reviewed the case and, unfortunately, are unable to comment on specific medical details due to patient confidentiality.

Under travel insurance policies, insurers may recommend and arrange medical repatriation to the UK where clinically appropriate, including flights, support and transfers. In this instance, repatriation was offered, but the customer chose not to return to the UK. Where treatment proceeds overseas outside of the agreed assistance pathway, cover is limited to the policy terms.

We’re sorry that this experience did not meet expectations and appreciate the feedback.

The True Traveller Team

Antwort von True Traveller

8. Jan. 2026

We’re really sorry to hear that this experience has been frustrating, and we understand how upsetting it can be to feel let down when you’re dealing with an unexpected situation while travelling.

To clarify, curtailment cover applies when a trip has to be ended early due to specific serious circumstances, such as a significant medical condition, the serious illness or death of a close relative, or your home becoming uninhabitable. In these situations, the policy allows you to claim back unused, non-refundable, pre-paid expenses.

Where a customer already holds a return ticket, we will cover airline change fees, or if the airline does not permit changes, the cost of a replacement ticket home. This is in line with the principle of indemnity in insurance, which means a policy is designed to return you to the same financial position you were in before the loss - not to leave you better or worse off. As with all the other insurers who allow a policy to be taken out on a one-way basis, if a return ticket was not originally purchased, we do not provide one.

This is clearly outlined during the application process, within the Curtailment section, the Travelling One-Way option, our FAQs, claims pages, and the policy wording, where the relevant clauses are highlighted.

In this particular case, the remaining non-refundable pre-paid costs were relatively low and we were prepared to pay them. However, the policyholders chose to withdraw the claim so they could continue travelling under their existing policy. It’s also worth noting that a separate medical claim had already been made on this policy and was paid in full on the same day it was submitted.

We take claims handling very seriously. While the Association of British Insurers reports that 83% of claims across the industry are paid, The True Traveller paid 98.5% of all claims made in December 2025 - our highest payout rate of the year - thanks to our in-house claims authority.

We’re genuinely sorry that these customers feel we operate “predatory loopholes” or leave people stranded, as that is never our intention. We work very hard to make our cover terms clear and accessible. We also offer a Travel Resumption option, which allows a policy to continue after curtailment and includes flights back to where travel was interrupted and onward travel home at the end of the trip. Unfortunately, this option was not selected when the policy was taken out.

We always encourage customers to contact us before or during their trip if they are unsure about their cover, so we can help them make the right decisions for their travel plans.

The True Traveller Team

Antwort von True Traveller

3. Jan. 2026

This is a review from a genuine True Traveller customer, not a fake one, and in fairness we agree with much of what has been said.

It is true that customers can take out policies with True Traveller once they have already left home. We are one of the very few insurers that allow this, which can be helpful if insurance has been forgotten or a previous policy has expired and cannot be renewed.

It is also correct that when applying for cover, there are several clear warnings explaining that these policies are non-refundable once you are abroad. This is consistent with policies taken out at home, where the 14-day cooling-off period only applies until travel begins.

We do occasionally see customers take out insurance while already travelling to meet requirements for immigration, cruise companies, or medical treatment, and then later request a refund. We are currently dealing with an ongoing case in Canada of this nature.

When you pay a regulated travel insurer, your money is held in a ring-fenced bank account controlled by the insurer themselves — in our case, AXA. We do not have access to these funds, which is in place to protect customers.

This customer contacted our sales team several times regarding a refund and was advised that this was not possible. The matter was then reviewed by our compliance officer, who did try to assist, but the only circumstance in which a refund can be arranged is if the policyholder has returned home. He was understandably disappointed to be described as a “jobsworth” and “patronising”, as all correspondence was polite and professional, although we are unable to share emails due to data protection and privacy obligations.

Finally, like other companies, we have experienced issues with Trustpilot publishing reviews that appear to be fake, which is why we also recommend checking Google Reviews or Reviews.io.

The customer is still travelling and remains fully insured.

True Traveller

Antwort von True Traveller

Aktualisiert am 15. Nov. 2025

At The True Traveller, our Traveller Plus policies include cover if the UK Foreign Office (FCDO) changes its advice for a destination to Red – Do Not Travel. This means travellers can cancel and claim if the FCDO advises against all travel to a specific country or region.

In this situation, there had been an election in Tanzania which led to some protests and unrest. A nationwide curfew was announced by the local authorities on 29 October. Importantly, the FCDO did not advise that British nationals should not travel. Instead, they advised “British nationals are advised to shelter in place, adhere to the curfew, monitor local media, follow the advice of the local authorities, and stay away from all demonstrations, rallies, and large crowds.”

Throughout this period, the FCDO’s official travel rating for Tanzania remained Green, meaning they were not advising against travel.

On 3 November, the FCDO changed its advice to Amber – advise against all but essential travel, due to temporary issues such as fuel shortages, some ATMs running out of cash, and internet outages. This did not affect the validity of any True Traveller policies for customers already travelling or due to travel.

By 7 November, the FCDO removed the warning and Tanzania returned to Green.

Civil War never broke out.

The customer contacted us on 30 October, the day before they were due to travel. As the FCDO advice was still Green, we explained that cancelling at that time would not be covered by their policy. Had the FCDO changed the advice to Red, a Traveller Plus policy would have allowed them to claim.

The customer then chose to cancel their trip, and their claim was unfortunately declined because the FCDO had not advised against travel.

We are genuinely sorry that the customer felt unable to travel - no one likes to cancel a much-anticipated trip. However, at the time, the FCDO had not issued a Do Not Travel warning for Tanzania, and their policy would have provided full cover had they gone ahead with their plans.

As with all travel insurance providers, policies cannot cover cancellations based on personal choice or concern alone.

The True Traveller Team

Antwort von True Traveller

10. Nov. 2025

Hello Mr Marone

Yes, you spoke to one of our consultants this morning.

Travel insurance covers missed departure in your country of residence, so if the train is late, the bus breaks down, or even if a domestic flight is delayed, there’s cover for that. What travel insurance doesn’t cover though is missed international flight connections, as they’re covered by the airlines themselves if the flights are on the same e-ticket. If you have booked separate tickets, which it appeared you have done, then if you miss your connection, then you’re on your own.

We do state this clearly on our website, and sure, it can be cheaper booking “low-cost flight to low-cost flight”, but with a 2-hour connection in Winter, it’s a big risk to take.

As for insurance add-ons of CHF5 per month on the basic Swiss health insurance, LAMal, we really can’t comment on that as we’re not that insurer. But it isn’t travel insurance, so it won’t cover baggage, cancellations, personal liability, cash cover, passport & visa expenses, accidental disability or travel catastrophe.

True Traveller

Antwort von True Traveller

29. Okt. 2025

Hi there,

To protect the medical confidentiality of our customers, we’re unable to comment on the specific details of this case.

However, when someone declares a new or serious medical condition, we may not be able to continue providing cover. In such situations — as is standard across the insurance industry — we refer customers to the MoneyHelper website, which offers a directory of specialist insurers who may be able to assist.

The link is https://www.moneyhelper.org.uk/en/everyday-money/insurance/use-our-travel-insurance-directory

That is exactly what occurred in this instance.

We’d also like to note that while we don’t actively use Trustpilot as our review platform, it has become increasingly common for us to receive 1-star reviews from individuals we were unfortunately unable to insure, often due to medical or age-related reasons — even though we have directed them to suitable alternative providers.

The True Traveller Team