Marks and Spencer Travel Insurance

I used M&S travel insurance for many years. I paid every premium bang on time and never made a claim. Last year, I was unfortunate enough to need cancer treatment, and M&S have refused to insure me ever since. I expected to be charged a premium, as with any medical condition, but not to be turned down flat. Years of loyal custom count for absolutely nothing in a time of need.

Chose M&S for holiday insurance for a holiday in Mexico. Not the cheapest but we thought we could trust the M&S brand.

Very efficient at taking our money but when we wanted to makea small medical claim, it turned out they had made an error and thought we needed holiday cover for the UK.

As a result we couldnt claim and, more importantly had not been covered for our holiday.

M&S could not have been any less helpfull and still charged us for cover that we couldn't possibly use. Wouldn't recommend using this company at all.

I am surprised to read the negative reviews for Marks. I put in a claim for extra costs after our original flights were cancelled by KLM. An agent contacted me after 4 weeks and explained what extra documents I would need etc. After submitting them I have just received my compensation today. The matter was resolved within 8 weeks which I think its a pretty good turnaround. thank you Marks and Spenser Insurance.

Marks & Spencer Insurance are hopeless, impossible to get through to anyone on the phone. Unless you want to make a payment to them, then they answer straight away. Worst insurance company I have ever dealt with, never again.

Very expensive, no customer service. WARNING, USE Marks and Spencer INSURANCE AT YOUR PERIL!!!

Had single trip travel insurance for Sri Lanka, holiday was cancelled by agent due to FCDO advice changing to essential travel only.

Enquired about switching my insurance to another destination but was told I couldn’t do that although it was fine to change the dates of travel - this would have meant rebooking the holiday at a time when FCDO advice was in place which it clearly states on the policy booklet that “ we won’t cover any claim if the advice or measures were in place or had been announced at the time you booked your trip”.

Another member of the household was told they were entitled to a refund on the policy which when she rang back the next day to claim she was told she wasn’t, after telling them to listen back to the “recorded call” she got a refund yet they refused to refund my policy even though we are in the same household just because it wasn’t me that had rung.

Nobody seems to know the answer to the simplest of questions - do they not train the staff - clearly not!!!!!!!!

M&S are offering a 25% discount voucher (when purchasing an Annual Travel Insurance policy from them) the voucher is received when you purchase your foreign money from M&S in store, beware it is not actually worth 25% but only a tiny 10% ! This is because you already get 15% on line discount anyway when you get an online quote so the voucher is only worth an additional 10% I only found this out because my discount code wasn't accepted initially being 5 numbers long when the box only accepts the last 4 numbers so I ended up getting the 2 quotes NB the input details were exactly the same - what a waste of time.

You must also start the policy within 30 days which is a waste of money if you don't actually need it to start in April 2015 but in the summer!

Not such a good deal then :-(

They did not cover missed departure when we were held up in a queue at the airport which was not our fault, but the airlines. We missed the plane. Hundreds of pounds out of pocket. Money grabbing faceless company. What greed!

The web site was not working when I tried to get a quote for travel insurance to australia. The girl on the help line took absolutely ages going through all of my details. The length of time spent on the phone certainly deterred me from taking the insurance. She was most unhelpful and was like speaking to a robot! I would expect a more personable and efficient service from m&s. Sorry I can't comment on the insurance cover as I gave up the Will to listen any further and called the Post Office- got a great service there.

last year I booked my travel insurance with marks and Spencer for my daughter and myself and requested it in paper form. However, mine arrived, my daughter's didn't. I rang on my way to the airport and discovered my daughter's had not gone through. They were very apologetic and I did her policy on my mobile phone on the way to the airport!! This year I again requested it in paper form and was assured it would be in the post, however it did not arrive and I rang and complained and was told it would be sent, again no record of my previous request and it again never arrived!!!

I will not be doing my travel insurance with them again, if they cannot deal with a simple request of putting the policy in the post, how will they deal with a possible travel claim!

A large claim for a cancelled holiday required only one phone call and one e-mail of supporting documents for M&S to process the claim. They then took only 6 days to e-mail that they accepted the claim and make the payment directly into the bank. Really excellent, zero hassle service.