Reviews show a clear split between smooth, straightforward purchases and serious issues during claims. Many customers praise quick online quotes, clear wording and helpful individual staff during emergencies; however several reviewers report long delays, poor communication and unresolved medical or bereavement claims, sometimes involving the named underwriter. If you consider Outbacker Insurance, read the policy wording carefully (gadget excesses, medical repatriation and bereavement cover) and check international contact options for emergency support. Comparing limits, exclusions and how the insurer handles underwriters’ claims responses will help set expectations before travel.
Examples from available reviews (Apr 2022 – Feb 2026).
Client services staff assisted efficiently during a medical emergency.
“Great client service in a very stressful situation.”
AXA did not respond to a serious claim and payments remain outstanding.
“They owe the hospital over $4000, and myself over £1000.”
Clear wording, instant quote and a good price.
“Straightforward wording and instant quote and good price.”
Incorrect contact details and fragmented claims handling prolonged the process.
“they provided me the wrong contact details”
Customers report both prompt, helpful client‑service interactions and repeated delays or refusal on claims; positive frontline support contrasts with numerous complaint cases.
Several reviewers highlight affordable pricing and clear quotes, with a small group noting uncertainty about true value until a claim is made.
Most find online purchase and website navigation straightforward; however, claimants report lengthy, stressful processes that materially worsen travel incidents.
Users praise clear policy wording and appropriate cover for intended trips, though a few raise issues about specific exclusions such as gadget excesses.
Many reviewers describe clear, quick phone and email support; others report ignored emails, wrong contact details or difficulty contacting emergency teams abroad.
Overall impressions split: positive routine purchases and helpful staff versus multiple reports of delayed claims and distressing claim handling.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Claim was settled but AXA's claims handling was terribly slow and unprofessional.
“I waited almost 4 months for the claim to be settled”
Client services staff assisted efficiently during a medical emergency.
“Great client service in a very stressful situation.”
Claim rejected repeatedly despite prior advice and slow, insensitive responses.
“This has been ignored in both our emails”
Received incorrect medical advice and experienced long delays and poor communication.
“I was then told I had to fly back to the UK to have surgery”
Claim approval was delayed, mis-managed and reimbursement took six months.
“They delayed approving the claim for over a week”
AXA did not respond to a serious claim and payments remain outstanding.
“They owe the hospital over $4000, and myself over £1000.”
Incorrect contact details and fragmented claims handling prolonged the process.
“they provided me the wrong contact details”
Staff were helpful advising on policy choice for working abroad.
“Both ladies I spoke too were great help”
Clear wording, instant quote and a good price.
“Straightforward wording and instant quote and good price.”
Anca resolved the issue instantly with a very short phone call.
“Anca was very helpful and resolved my issue instantly.”
Nicky acted promptly and resolved the request efficiently.
“Nicky was clear and quick with actioning my request”
A detail mistake was easily corrected by calling customer service.
“easily called and able to get details changed with no issues.”
Quick, easy service with clear communication.
“Quick, easy and got me what I needed.”
Easy process and good value, but extension information was lacking.
“Easy steps, well priced, a lot included.”
Easy purchase and good value, awaiting claims experience to confirm.
“It's also good value for what is covered.”
Process was easy and the reviewer would recommend.
“easy process, would definitely recommend!”
Purchasing was straightforward and the cover matched needs.
“All seemed quite straightforward to purchase”
Staff member Susie went out of her way to resolve the issue.
“Susie was an extremely helpful member of staff”
The website was easy and improved the overall experience.
“such an easy and simple website to navigate”
Affordable, easy-to-understand policies well suited for young travellers.
“Great services and at an affordable price.”
I recently purchased backpacker travel insurance from Outbacker Insurance for my trip around the world. The process was incredibly easy and straightforward - I simply went to their website, selected the level of cover I needed, entered my details and paid online.
What really impressed me was how attentive the customer service team at Outbacker Insurance were. When I had a question about specific activities that were covered by my policy, I called them up and spoke with a representative who was knowledgeable, friendly and happy to help.
Thankfully, during my travels nothing went wrong that necessitated me making a claim on my insurance policy. However having peace of mind in case something did go wrong made all the difference to my trip.
Overall I would definitely recommend Outbacker Insurance for anyone seeking comprehensive travel insurance for an affordable price when traveling as a Backpacker.
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.
Outbacker Insurance is a travel insurance brand focused on cover for travellers, typically bought online. Consumers commonly research its policies for single‑trip, backpacker or extended‑stay needs and evaluate factors such as price, claims handling, emergency support and policy exclusions. Many shoppers check reviews to compare responsiveness, international contact options and how underwriters handle medical or repatriation claims.