Staysure Travel Insurance www.staysure.co.uk

I had a Staysure annual travel insurance policy. During the term of the policy I added a new medical condition (back pain) online and Staysure charged me an additional premium and issued me with a new certificate. I declared on the online form that I was awaiting an injection for the back pain and the new certificate properly, and very clearly, acknowledged this. When I came to renew my policy I was told by Staysure that because I was awaiting an injection my existing policy was and had been invalid for ALL my declared health conditions from the date I updated may medical record. Very alarming given that I had travelled in the interim. They said this should have been clear in the online process. It was not. The new cover certificate, as issued by Staysure, made absolutely no mention of the fact that my cover did now not include ALL my pre existing conditions. I have now changed insurers to a company that is a Which recommended provider and is much more transparent with both their process and their cover. Avoid Staysure if you want to be certain of being covered..

Had an ulcerated big toe in Dubai with cellulitis going up my leg as a type 2 diabetic this was very worrying. After a couple of trips to a medical centre and pharmacy my condition was not getting any better. We decided to go to the Jameirah hospital.

The consultant advised I needed to be admitted for scan, and further tests, at £1500 a night for hospital then $10,000 for a scan I tried several times to get the go ahead from Staysure.

I discharged myself from the hospital as a 70 year old pensioner I couldn’t afford those rates. I wanted a flight home ASAP but was informed I needed a test for Sepsis before I could fly with Emirates.

I finally got in touch with Staysure who told me they needed a medical report regarding my condition. I then had to return to Jameirah hospital for the test and medical report.

I emailed the report and waited in A&E for a reply, unfortunately this was not for coming even after several calls, so it was decided at 2.30 Saturday morning we returned to our accommodation.

Later on Saturday morning we rang again and were told we had a claim handler and he would be in touch, 6 hours later I received an email from the claim handler telling me that before they would proceed they wanted 3 years back medical records from my GP.

So now I was left to fund my treatment then claim back should my medical records pass scrutiny for loopholes.

I returned to the UK the early hours of Sunday morning going straight to my local A&E where I was admitted for 2 days for X-rays and intravenous antibiotics.

Staysure’s advert says piece of mind you’ll be treated even with pre existing medical conditions, I don’t think so.

It’s said that you don’t know how good an insurance company is till you claim, believe me I’ve found out the hard way how poor Staysure are.

When I sent in an official complaint as you would expect they ruled that Staysure were not at fault.

Unfortunately this format does not allow me to give no stars

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. The cost for the change was huge and there was no way to remove the injured person and reinsure with a different company. I was able to buy new insurance for the whole party for 80% the cost of just changing my current one - which I did.

I bought 1 year travel insurance and when travelling my son was admitted to hospital for suspected meningitis/encephalitis. I am now in the process of claiming from Staysure, it has been over 3 months and still no refund. They subcontract their claims to an incompetent company, Claim Settlement Agency (CSAL), who don't even have a working contact number. They take 2 weeks to respond to emails and even then it is appalling the service I have received.

Don't buy this travel insurance unless you are prepared to wait at least 6 months for a refund on your claim, absolutely ridiculous!

Staysure travel insurance does not cover pre-existing medical conditions. Fair enough, but why do they insist on the full disclosure of all these conditions before they will issue the policy? No explanation can be found on their website, and having a suspicious nature I wrote to them enquiring about this.

I became even more suspicious when their replies to a series of my emails were uniformly vague and evasive. Eventually I asked them the direct question "Could my declaration of pre-existing conditions affect the premiums you have already quoted?" It took three more email reminders for somebody there finally to let the cat out of the bag by emailing "your pre-existing medical conditions will affect the price.”

So here we have it. We are being obliged without being informed about it to pay extra premiums for risks that are specifically excluded from their policy. I have now gone to another insurer. Be warned.

We paid extra for travel disruption and covid cover Feb 2020. Got 4 days of 14 day holiday; 5 days locked up 5 days early repatriation. Because the tour operator (TUI) offered a trivial voucher Staysure claim "it's settled" and I should take questions of amount up with tour operator!

Being locked up for 5 days and just fed white bread rolls for a 5star all inclusive holiday, certainly felt disrupted! TUI and Staysure feel it was a holiday I should pay lots for.

I can only recommend gets written confirmation of what would be covered!

Took out insurance for my wife who has COPD for a cruise that was cancelled.

I filled out the form on line as telephoning proved to be a waste of time, asked for a refund, no reply, so asked to carry the premium forward to use in the next 3 years, after a week got a reply offering £16 credit note. So basically Staysure want to keep £80 for issuing a policy that was never really activated. So money for nothing. Can't believe their short-sighted approach as this would have been returnable business.

Why would anyone want give their business to a company who treats their customers like this?

staysure are now taking money for insurance policies they haven't even provided..

We took out a olicy costing almost £1200 for pensioners to travel to the USA and see thier daughters, not being able to travel due to covid 19 we obtained refunds from everone without issue.

EXCEPT staysure who offered a £200 refund then reduced it to £100 and refuse to do anything else stating that the majority of the policy had run it's course .

when we booked the emphasis was put on health conditions and not on cancelation yet now we want to cancel without claiming a penny the have swapped tac and insist we had used the policy.

WHAT A BUNCH

awful company avoid and go for a more professional firm. we were travelling to vietnam and had their comprehensive cover, when we were told to cancel our flights due to the virus and the fco advised all travel to certain countries including vietnam as soon as we put our claim in they have said we did not take out extra cover and they will not payout for anything to do with corona virus. My comprehensive insurance covers cancelations but they have said they will not pay . But i will be taking this further and certainly would not use this 2 bit company again as its not worth the paper its written on and that was after all the hoops they make you jump through to try and submit a claim. KEEP AWAY

Reneged on my Insurance

Staysure insured me for a one off trip to Sicily and included my pre existing medical conditions which includes Gastro Intestinal Stromal Tumours (GIST) - the insurance was all paid for and we were looking forward to going - then a few weeks later I was called and someone asked for more details of my GIST - they clearly had no idea of what GIST is and hows its treated (I take a daily tablet which is a targeted therapy and not traditional chemotherapy) - my tumours are shrinking and I'm in good health, I'm not and wont be neutropenic, I do not suffer from tiredness or any of the other chemo related side affects - but no they decided to renege on my insurance and cancelled it immediately - the problem as I see it is insurers have limited knowledge of cancer variants and label everyone the same - so on reflection I think the way I've been treated is frankly disgusting and a slap in the face for someone who's cancer is well controlled - dont use this shower look on Macmillan for a list of insurers and brokers who do understand insuring cancer patients!