Many reviewers describe poor communication during claims, including unanswered emails, calls that drop, and no confirmation after they submit documents. Several say underwriters then rejected the claim or settled it at zero. Others report quick payouts and helpful support on specific claims. A small number mention website maintenance and failed renewals that led to policies lapsing.
Examples from available reviews (Nov 2021 – Feb 2026).
Claim stalled for months and required constant chasing with no clear resolution.
“It's in their interest to stall (and hope you forget or they just tire you out).”
Paid hospital bill abroad and was reimbursed within seven days.
“was reimbursed by the insurance within 7 days on my return.”
Deluxe policy claim for disruption was denied due to a perceived loophole.
“They found a petty loophole to avoid paying out”
Website maintenance prevented renewal so policy lapsed before holidays.
“updating its web site for over 5 weeks”
Reviews split into two clear claim outcomes: some reimbursements arrive within days, while others are refused after the underwriter reviews them. Multiple reviewers describe payouts for hospital bills and trip cancellations. Some customers say they filed formal complaints or escalated the issue, but the decision stayed the same.
Some reviewers point to competitive prices and an easy online purchase. Others feel the policy offers poor value after claims are rejected or payments are withheld. A few mention partial refunds or deductions that reduced their satisfaction.
Positive feedback highlights a simple online journey and documents sent out promptly. A small number of reviewers say website maintenance blocked renewal and their policy lapsed. These interruptions appear rarely, but when they happen the impact is significant.
Several reviewers say the insurer relied on terms and exclusions to reject claims, including treating cancellations as delays. Some describe limits or excesses that did not match what they expected. A limited number also allege misleading wording or policies cancelled for administrative reasons.
The main frustration is the lack of real contact after a claim is submitted. Reviewers describe automated replies, calls cutting off, and long stretches with no response. A smaller group report getting callbacks or follow-up contact.
Experiences are sharply divided between fast, satisfactory payouts and long-running claims with little contact and no resolution. This split shows up across both high and low ratings. Reviewers repeatedly link their final view to how the claim ends.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (22) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Transferred to claims handler ERGO and received no communication about claim.
“They just hang up the phone on you and don't reply to your emails.”
Claim stalled for months and required constant chasing with no clear resolution.
“It's in their interest to stall (and hope you forget or they just tire you out).”
Claim was not paid and service and communications were unacceptable.
“DO NOT GET TRAVEL INSURANCE FROM THESE!!”
Submitted medical claim and received no response after sending documents.
“I still have heard nothing about my claim!”
Website maintenance prevented renewal so policy lapsed before holidays.
“updating its web site for over 5 weeks”
Paid hospital bill abroad and was reimbursed within seven days.
“was reimbursed by the insurance within 7 days on my return.”
Deluxe policy claim for disruption was denied due to a perceived loophole.
“They found a petty loophole to avoid paying out”
Underwriters denied claim for long delay, refusing compensation.
“The underwriters deny all claims, the complaints process is a pointless exercise,”
Submitted claim for £1k expenses but received no reimbursement.
“they gave us a whopping £0”
Cancelled due to illness and received prompt reimbursement minus air passenger duty.
“we received exceptional service from start to finish”
Stranded after ATC outage and underwriters refused to pay.
“Underwriters refuse to pay out”
Car excess cover was misleading and director cancelled entire policy.
“he then cancelled my entire travel insurance policy !!!”
Insuremore denied reimbursement, treating cancellation as a delay.
“this is seen as a flight delay and we cannot be refunded”
Prompt delivery prevented ruining plans and brother enjoyed the shirt.
“Thank you very much for the prompt delivery.”
Attempts to contact claims department failed and no claim acknowledgement.
“I get a recorded message stating I am no 1 in the queue however rings & rings and then cuts off”
Claim processing was delayed but later settled after Insuremore intervened.
“my claim was settled within two weeks.”
Flexible booking and prompt partial refund with responsive customer service.
“They provided this almost immediately, giving us just under half the money back.”
Policy expired and Insuremore refused to transfer cover to 2021.
“sorry but your policy has expired and there is no more financial contribution”
Submitted claim during pandemic but received no response and only renewal email.
“I filled it in and never heard a thing from them!!”
Competitive premiums, smooth online process and excellent customer service.
“Customer service was fantastic.”
Sent claim form and received only automated replies, no human contact.
“NEVER HEARD back from them”
Delayed responses meant losing pro-rata refund and poor customer support.
“I did not hear back for 4 weeks”
DISAPPOINTED
I purchased travel insurance for my trip to Oz. When I got to Australia I went on holiday with my boyfriend and his family, an uncle of his had an accident the night before the flight back home. So I called insure more’s Travel Insurance to let them know about the accident. They said they would call me back in 30 mins. After waiting for two hours, I rang them, but they said they would call me back in 30 minutes.
I’m very disappointed with this company they only call when everything is okay but when there is a problem they can’t handle.
Totally disappointed
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
InsureMore is a UK travel insurance broker that arranges travel policies for individuals and families. It sells single-trip and annual multi-trip cover, with options for medical, cancellation, and baggage protection. Customers can get quotes online, buy a policy, and submit claims through the website. InsureMore places cover with third-party underwriters and handles policy administration and claim intake for those insurers. Policy documents set out the limits, excesses, and exclusions that claims decisions follow.