Marks & Spencer Travel Insurance Reviews

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Latest Reviews

“Let me down when I needed them”

★☆☆☆☆

written by Owens113 on 15/12/2023

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.

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“Avoid at all cost”

★☆☆☆☆

written by Ms1973 on 11/08/2023

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.

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“Travel claim”

★★★★★

written by Travellar on 01/09/2022

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.

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“Hopeless Insurance Company”

★☆☆☆☆

written by PF321 on 12/08/2022

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!!!

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“Incompetent staff”

★☆☆☆☆

written by DulcePorter on 18/05/2022

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!!!!!!!!

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“M&S 25% online travel insurance Discount Voucher RIP...”

★☆☆☆☆

written by on 22/03/2015

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 :-(

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“Money grabbing faceless greedy company. ”

★☆☆☆☆

written by ujLyon29 on 11/05/2014

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!

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“quote takes too long over the phone”

★☆☆☆☆

written by on 07/12/2013

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.

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“last year I booked my travel insurance with marks and...”

★★☆☆☆

written by CAS502NF on 27/05/2013

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!

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Johnfever's Response to CAS502NF's Review

Written on: 20/09/2013

I was looking at getting my insurance with marks and Spencer but after reading this I have now changed my mind .

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“Excellent sevice - Zero hassle”

★★★★★

written by MaryL on 28/10/2012

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.

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“RUINED A HOLIDAY FOR 16 PEOPLE”

★☆☆☆☆

written by JoyceAvril on 29/05/2012

My golfing partner injured her leg in Turkey, excellent attention from hotel and hospital but we were told they do not deal with Axa due to previous problems with settlement. After numberous phone calls with promises of a call back and other untruths it was not until we rang Marks and Spencers to raise the credit limit on the ladies card to pay and have her discharged from hospital that they took over - the discharge papers arrived within 1 hour, after waiting from 8.30 and by this time was almost 4pm. This is the second time this lady has called upon them in distress and found that it only got worse not better when they were involved.

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“Good Service and Low Hassle”

★★★★★

written by on 13/09/2011

I have used M&S Travel Insurance after it was recommended to me by a friend (she was stuck in a foreign country during the Iceland volcano last year and they completely looked after her and paid out on necessary travel and accommodation costs). I lost my camera in transit and lodged a claim with M&S. As soon as I had the relevant paper work they paid out - I have only been back from holiday for 2 weeks and I already have a new camera. All of the people were very helpful, and as long as you have all of the right paperwork they are very easy to deal with. Double check what your policy covers before you buy, and what you need to claim, and you will be fine!

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“cancellation of travel insurance”

★☆☆☆☆

written by mogas on 21/06/2011

I paid for a single trip insurance for italy, however i did not travel on the at all due to I'm not feeling and also work commitment. Therefore I called them for refund. They told me that I can't cancell and get it refund due to it was after my travel period - 10/06/2011 - 16/06/2011. My concern was, it was mention in the policy handbook that we have right to cancell 14 days from the day I got the policy. The customer service were not aware of what's stated in the policy book and so adamant about it and refuse to provide refund for the cancellation. There are so misleading in what stated in the policy booklet to what are they practising. Total rip off.

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“Son was injured in a jet ski accident, told that we...”

★☆☆☆☆

written by RosyHickley on 16/07/2010

Son was injured in a jet ski accident, told that we were not covered since we had not declared as a dangerous sport. This activity is covered as standard in many othe policies. Check the fine print. This policy is underwritten by the much slated AXA. Avoid at all cost.

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Guest's Response to RosyHickley's Review

Written on: 21/06/2011

Should always check the policy if you plan to do sport like that, only common sense!

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“The insurance is a benefit of M&S Premium Club...”

★★★★☆

written by dandms on 20/05/2010

The insurance is a benefit of M&S Premium Club membership. My wife's handbag was stolen in Barcelona (where else!) when muck was thrown at me to distract! My claim was dealt with quickly and fairly and settled in full in conjunction with my home insurance policy (Nationwide). The policy covers for a maximum of 45 days and is good for multi-trips and is not dependent on using M&S credit card. However, cover cannot be extended further.

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“I was caught up in the Eurostars being cancelled just...”

★☆☆☆☆

written by on 04/05/2010

I was caught up in the Eurostars being cancelled just before Christmas. M&S claimed I hadn't selected solo traveller cover (I read this policy carefully) so was only covered for transport arrangments, not accommadation. As Eurostar coughed up on transport I had nothing to claim - but had to pay the hotel in full myself due to late cancelation.

M&S is ONLY suitable for package deals - as what is the point of covering transport only when the transport company will refund you and pay out of pocket expenses if neccessary!

If, like most people nowadays you book hotels seperately and travel cheaply - don't use M&S!


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“NNot only unhelpful but rude to boot. In this travel...”

★☆☆☆☆

written by on 18/04/2010

NNot only unhelpful but rude to boot. In this travel crisis it is nice to know that Marks and Spencers will not pay a penny. I think travellers should really think about using this insurance.

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“We wanted to check if a couple of existing medical...”

★☆☆☆☆

written by Rolly99 on 25/03/2010

We wanted to check if a couple of existing medical conditions would be covered. We got a real 'runaround' M&S fistly would not answer the question saying that we had to go directly to AXA (the underwriter) and ask them. At AXA after speaking to several people they just referred us back to M&S who promptly just completely refused cover without offering additional premium etc. "If the condition is not on their list it's not covered" - not what is said in the brochure.

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“I took out a single-trip insurance policy with Marks...”

★★★★★

written by rancid rob on 18/06/2009

I took out a single-trip insurance policy with Marks and Spencer Travel Insurance in March, really because of the (mostly) good comments here. Because of a death in the family, I had to cancel the holiday, and I sent in my claim and the necessary paperwork last Friday, June 12th.

I have just received a phone-call saying my claim has been accepted, and the cheque should arrive in 7 to 10 days. The people I spoke to were extremely polite and very helpful - no arguments, excuses, trying to get out of paying out. The whole process of making the claim was completely hassle-free. When I re-book my holiday, I will certainly re-insure with M&S .

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“Liked - ease of buying Marks and Spencer Travel...”

☆☆☆☆☆

written by Pat Salem on 29/05/2009

Liked - ease of buying Marks and Spencer Travel Insurance online. Disliked the service (or lack of it) trying to claim from Turkey when dealing with a heart attack.

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Asked by Linda.perkin on 30th August 2022 Report this content
We are rewards customers? Can we add travel insurance to this?

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Asked by sylvia209 on 28th March 2015 Report this content
I have their premium club card holiday insurance. They sent me the update of fees but no booklet about the travel insurance. Can I have my 12 year old granddaughter on my insurance?

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Asked by BryanHolmes on 10th February 2015 Report this content
Would Marks and Spencer Premium Club Travel Insurance be suitable as cruise insurance?

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Asked by twentyman on 20th February 2014 Report this content
As a member of their Premium Club do I need to take any other additional paperwork on holiday to Spain from 21st March to 31st March 2014?

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