Natwest Travel Insurance

My flight was cancelled as airport closed for a hurricane. NatWest initially said this situation was covered as I phoned on the day, but when I went to claim, I was told it wasn't covered. First it was the responsibility of the 'carrier' who cancelled, until I could prove that the carrier did not: they are not an airport. Then it was said that they had no responsibility to get travellers home, only to get them to their holiday spot - which is really weird, as surely it's much more difficult when you are stuck in another country than when you are stuck at home. Eventually they offered £50 as a token. I pushed further. In the end they partially paid (around 75%) after I escalated for two months. You have to be ready to take them to the ombudsman and wait a very long time. Since NatWest won't get you home in an emergency, it's useless insurance.

Our flight was cancelled after a 4 hour wait at airport , next flight was not until the following week, so we had no option but to cancel our accommodation which we had booked for a 4 night stay. Easy Jet paid out promptly for cancelled flight . But not for accommodation as it was booked separately, went to our insurance despite many email proof etc etc they kept asking for same info already sent to them , they refused to pay out as they said flight had to be delayed 10. Hours the cancelled before they would pay out . Although I was told by two agent in the phone I was covered . Have since not renewed with Nat west although we have been with them for years , they were not interested in keeping us as customers .

I have been a loyal costumer of NatWest Bank for over 45 years and have their Premier account with Black card. We rarely make insurance claims. Our home emergency claims back in 2020 and recently in May 2023 were denied giving lame excuses. I could not complain in 2020 due to COVID ongoing at the time.

To add to the insult recently have made travel insurance claims, one for holiday cancellation due to unforeseen death in my close family and me requiring medical treatment whilst on holidays. The 1st claim requires so much evidences that cost of securing medical certificate for death, it would not be worth making a claim considering £75 access per person.

For the 2nd travel insurance claim, the insurance company have denied costs which incurred in the UK immediately after arrival claiming it is not covered. However, the policy does not say so.

Basically, NatWest have engaged the travel and home emergency insurance cover providers, who have no intension to pay any claims. NatWest is charging me £31 per month premium for the account.

Basically, the bank has engaged the cheapest and unprofessional insurance providers so that the bank makes huge profits. I would not recommend anyone to have travel or any other insurances with NatWest. The insurance contracts are useless with no intension to pay up when a claim is made. For me, time to move on and find another bank and travel insurance company who would pay up.

I’m a NatWest Black account holder so get NatWest Travel Insurance as part of my account "benefits." We were going on a boat trip around and through Scotland but we didn’t make the connection as our train to Glasgow never reached it’s destination. We were stuck overnight in Penrith. However, as the train left Birmingham on time and the boat trip went ahead we were told we weren’t covered. I’ll be moving my personal, family and business accounts from NatWest.

The airline lost our baggage

I called this, so called, insurance and was clearly told that if I did not have receipts for every item I could not make a claim.

So basically if your baggage is lost you cannot claim

For anything without receipts

Disgusting service and not fit for purpose

My flight was cancelled while I was at the gate waiting, I lost my accommodation and got no refund, I paid for parking and paid to get to the airport. I was told by the airline I needed to claim on my travel insurance, they've told me it's not covered. I'd love to now what is covered if this isn't.

I have found Nat west travel insurance to be absolutely terrible, when I was in trouble and needed their help they take info and do nothing with it, I keep phoning and they keep saying they will reply, but they don’t. They are not proactive at all. To me it appears they are stalling to see if I can find alternative solutions and therefore they have to not pay out.

Do not use this company they are the worst I have ever seen.

I have taken the insurance from Natwest by joining Platinum account and cancelled my other insurances also going to cancel AA etc. But to be honest its not worth the paper its written on. I have missed my connecting flight due to fog, luggage lifter not working then some one falling ill delaying my flight and reaching me to final destination by 18 hours, Airline wouldn’t pay compensation because as per them it was air control limitation and no liability. Natwest initially declined claim without looking at it, then i had to call (every time you call expect 40 minutes hold minimum) and explain then they opened the claim again but said it takes 30 days for claim to process, they rang after 23 days saying claim is not covered other than food money. I had to complain and submit details again which i already submitted and can see on the website but they cannot see. I had call again to say that this is not covered but because it was mistakenly said they will pay £466. But the money i lost which is clearly states in policy that it should be covered not paid. At the end i just lost my strength going through this hassle and give up. During the claim i have uploaded documents 3 times, placed 5 calls all hour each, had claim declined 2 times and not got paid for the money i lost because Natwest suggest Airline should pay, Airline says insurance should pay as this is none liability for Airline situation. I found this bizarre and i just wouldn’t rely on this and wouldnt recommend this is my honest appraisal of the claim handling of Natwest! Thank you

I have travel insurance has part of my NatWest platinum account and this is the first time I have ever needed to use it. Safe to say I will never use it again and will be changing banks after being with NatWest for over 10 years.

We were stranded in a snow storm in Iceland in a very stressful situation, the agents on the phone had absolutely no compassion and basically told us we had to try and claim money back from our airline first, surely this would defeat the purpose of travel insurance? We were originally told if our flight was cancelled it was not covered by the policy but if it was delayed then they would potentially cover it but we still had to go to the airline first.

This is totally baffling, what difference does it make between delay or cancellation? Surely a cancellation would warrant a stronger claim as you have totally lost your money on a cancelled flight? Furthermore, one of our day excursions was cancelled during the holiday due to the snow storm and we have now been told this is also not valid for a claim as tour operations/excursions are not covered in the policy booklet, only cancelled flights/trains, despite this totally contradicting the first person saying cancelled flights are not covered?

The agent I spoke to refused to even submit my claim, offering to direct me to read the policy booklet to see for myself.

This is so disappointing but a lesson learned and a mistake I will never make again.

I wish I had read these reviews previously as one look at the very long list of 1 star reviews tells you everything you need to know!

We have been Natwest customers for years. Our flight was cancelled 4 hours before we were due to fly and there were no alternative flights. Despite the policy documents saying this was cancelled they have added an exclusion contradicting this at the end. What sort of travel insurance doesn't cover for a cancelled holiday?