Arranging insurance for my granddaughter and had a problem with the website saying there was an error. A call to Charlie soon sorted the problem. I like the on screen ID so he can see what you have... Ver mais
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Disgraceful , lying and misselling of annual policies. If you return for more than 14 days two weeks to UK your insurance becomes invalid despite the fact you need cover abroad for less time.... Ver mais
A empresa respondeu
Bradley was super helpful and explained how I can change my policy, causing me no stress!
I used Outbacker for my solo travelling around Asia for 5months. I made two claims, which totalled around £600. I provided the details, and they only asked for some extra evidence on the second c... Ver mais
Informações sobre a empresa
Informação fornecida por diversas fontes externas
The Outbacker Travel Insurance product range has been designed to reduce the price of long haul and backpackers travel insurance without cutting down on the cover! We believe that you deserve to have a quality backpacking insurance policy to protect you on your travels, which is why our cover has been carefully constructed to provide you with specialised backpacker travel insurance that fits your travel needs.
Informações de contacto
3,7
Aceitável
1 mil opiniões
Sem histórico recente de solicitação de opiniões
Esta empresa não convidou os clientes recentemente, pelo que as opiniões podem não ser representativas
Respondeu a 100% das suas opiniões negativas
Geralmente responde dentro de duas semanas
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Great and prompt customer service
Great and prompt customer service! Muskaan has helped me out lots regarding different matters and when it was too expensive to add on winter sports for a few days (due to the policy requiring that I paid for the remainder of my policy rather than the few days that I needed it) they were not only very honest regarding this but also pointed me in the right direction.
12 de abril de 2023
Opinião espontânea
Very easy to deal with
10 de abril de 2023
Tom was not only polite but very helpful
24 de março de 2023
Really helpful person on the phone
Really helpful person on the phone, found a cheap price too.
24 de fevereiro de 2023
Still waiting for a refund
19 de fevereiro de 2023
Opinião espontânea
Resposta da Outbacker Insurance
Thank you for your review.
We’ve processed your refund and are happy to provide the ARN (a number you can provide to your card company to trace the refund), however, you’ll need to contact our customer services team to obtain this as we can’t post this in a public location.
Muskaan went over and above to find a…
Muskaan went over and above to find a solution to an issue I was having. She escalated the matter, found a solution and called me back diligently. I'm so grateful for her help!
15 de fevereiro de 2023
South East Asia trip
I had questions before I booked my daughters insurance and they were quick to respond and reassuring with the answers.
26 de janeiro de 2023
review from someone who had to claim
Most of these reviews are from people who haven't actually had to do a claim with Outbacker... I ended up seriously ill abroad and had to pay a large amount for my treatment out of my own pocket as Outbacker was so slow at giving payment guarantees to the hospital. I have now claimed this back but it took them 13 weeks to give me the money!! Made my time in hospital incredibly stressful and are still processing another claim for flights 15 weeks after I put it in. Granted they did pay out for one claim, after lots of aggro from me but if you want your money soon, use someone else. I will be in future.
26 de janeiro de 2023
Opinião espontânea
Resposta da Outbacker Insurance
Thank you for your review.
We are sorry to hear that you have been affected by the delays at CEGA (the claims handler appointed by the insurer of your policy) and hope that you have fully recovered. We have contacted CEGA and asked them to review your curtailment claim on a priority basis and to log your complaint, as well as to provide us with the incident report relating to your medical claim.
Regarding your medical claim submitted on 10/10/2022, they have requested a medical report from the place of treatment on the 11/10/2022, and this was received from the place of treatment on the same day. CEGA required further clarification regarding one aspect of the proposed treatment, before they could guarantee payment for the full amount.
The place of treatment replied with an updated medical report on the 12/10/2022, with the required information. This was assessed by the medical team and a guarantee of payment was sent the following day, and receipt was acknowledged by the provider on the same day.
An updated medical report was received from the place of treatment on the 14/10/2022 with the fit to fly certificate, the patient's current situation and treatment plan. This was reviewed by the Medical Team, and another guarantee of payment was issued and sent to the place of treatment on the 15/10/2022.
An email was received from the place of treatment on the 16/10/2022 querying about the guarantee of payment and CEGA responded shortly after with an updated guarantee of payment. Another updated guarantee of payment was sent later in the day after queries from the place of treatment.
Considering the above, we do not feel that the whole process to provide payment guarantees was slow considering the nature of your claim and reported illness.
CEGA have also informed that your outstanding claim has been assessed and the payment will be applied today, they have also logged your complaint. We note that it may take up to one month for your complaint to be reviewed, and CEGA will be contacting you accordingly. You should hear from them within 5 working days in regards to your claim payment, and if you don't please let us know, so we can assist further.
Up and beyond customer service
Me and my partner purchased fully comp travel insurance for our trip to Asia. Everything was included, such as Covid cover, and it was great value. We unfortunately, had to end our trip early and Outbacker insurance was so helpful at sorting everything for us. The customer service was fantastic. Especially Anca who was quick to respond and resolved our issues quickly. Definitely recommend, and when we next need travel insurance we will certainly be returning customers.
25 de janeiro de 2023
Opinião espontânea
It was straightforward and easy to…
It was straightforward and easy to compare with other deals
16 de janeiro de 2023
very helpful and sorted policy straight away
gave a quote and sorted policy straight away
20 de janeiro de 2023
Anca was very helpful
11 de janeiro de 2023
My son travelled last year with…
My son travelled last year with Outbacker insurance and they were so helpful with minor things i asked got a quick response and professional attitude My son is travelling again so instantly I chose Outbacker insurance as i know they are very good...
9 de março de 2022
Great medical help, just what you need when you're in an emergency.
They are very quick and helpful to respond to any medical emergencies. I felt very safe in their hands and I was reimbursed my hospital expenses. Although the claim process does take a very long time which is the only negative.
14 de junho de 2022
Opinião espontânea
great customer service
quick to answer the phone - helpful in finding best quote and cover for the trip. Patient, never felt I was being rushed to make decision. Empathetic
5 de janeiro de 2023
Really Disappointed. Claim Ignored
Submitted a claim 4 months ago and have had no response apart from the automated email. I’ve chased up my claim with no avail which I very annoying as I paid over £300 for this policy. I was going to renew however after the shocking service I’d never use this company again. Please could I get a response!
Claim number - 21641018
6 de setembro de 2022
Opinião espontânea
Resposta da Outbacker Insurance
Thank you for your review.
We are sorry to hear you've been affected by the delays at CEGA (the claims handler appointed by the insurer of your policy). We have contacted them and we have asked them to log your complaint and review your case on a priority basis and you should hear from them in the next 5 working days regarding your claim, however we note that the actual complaint response will be dealt with separately from the claim itself and can take up to a month. If you need any further assistance please let us know.
User-friendly website and so easy to…
User-friendly website and so easy to find all the necessary information. Cost-effective price as well. So happy with my decision.
2 de janeiro de 2023
Great Service!
Nicky was a cheerful voice on the end of the phone and was quick and efficient in helping with my query.
28 de dezembro de 2022
Refer this company to insurance regulation body.
Advised to call claims line and waited 3.5 hours on hold and spoke to nobody.
I eventually emailed and got a reply. I took out backpackers insurance and was advised during my emergency time in need where my father passed that I couldn’t be flown home due to not having a return flight booked. Why would anyone backpacking having a return flight booked ? I insured myself for australia and New Zealand so I couldn’t physically guarantee where I would be in order to book a return flight.
Now i am going to be out of pocket by over 2 thousand pounds. Why offer insurance if you have no intention of paying when it’s needed.
I have since passed this on to my mother whom is a lawyer and she will be thoroughly looking over the fine print. I’m a student studying law and I can’t be sure but from my understanding this can’t be just advised in fine print but rather needs to be highlighted on the page when you take out insurance.
I called and asked for all details before taking this insurance out and was assured repatriation would be covered for emergencies, it happens and now they won’t cover. Seek legal advice and pursue a legal case against this company if this has also happened to you. We will eventually be compensated for this matter.
Company is unethical and it speaks boomers when the claims line doesn’t answer after 3.5 hours.
How anyone can be expected to wait this long in emergencies is a disgrace.
Find insurance elsewhere. This company is a budget option designed to never payout, they always find a loophole.
17 de dezembro de 2022
Opinião espontânea
Resposta da Outbacker Insurance
Thank you for your review.
We've reviewed your information with CEGA (the claims handler appointed by the insurer of your policy) and believe they have incorrectly assessed your claim, while our standard single trip cover requires you to have a pre-booked return our backpacking policies do not for the reasons you point out. We have asked CEGA to reassess your claim as a matter of urgency and to further consider your review as a formal complaint and respond to you on that basis. We understand they have already sent you an e-mail confirming this is the case.
In terms of needing to wait 3.5 hours to get through to the claims team can you please provide more detail (ideally directly to complaints@outbackerinsurance.com so we can investigate more fully), we can see you called them on the 16th December and on that day the maximum hold time in CEGA's phone system logs for a handler was around 4 minutes so we'd like to understand where the delay originated.
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