I purchased a Policy which unfortunately was not suitable for our requirements. The refund was processed quickly and efficiently by Jesse without any fuss or drama.
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Lisez les avis des autres
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... Voir plus
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.... Voir plus
L'entreprise a répondu
My daughter was stuck in Fiji at start of pandemic and had to purchase several flights in succession due to problems with borders closing . This insurance company were great as paid in full for flight... Voir plus
À propos de l'entreprise
Informations provenant de diverses sources externes
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.
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1 k avis
Aucun historique récent de demande d’avis
Cette entreprise n’a pas récemment invité ses clients à l'évaluer, donc les avis ne sont peut-être pas représentatifs.
A répondu à 100 % de ses avis négatifs
Répond généralement dans un délai de 2 semaines
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Friendly and helpful team!
Went with Outbacker for travel insurance to cover my working holiday and encountered a situation where I needed to amend my policy to include winter sports after already arriving abroad. Tomas and Zyreena were quick to respond and answer my queries to make sure I was covered for my travel activities. Thank you!
5 décembre 2022
Avis spontané
Changing my policy
I had to call and make a change to my policy and Susie was extremely helpful on the phone. She sorted everything out and took extra time to make sure I was happy.
18 novembre 2022
Great customer service!
I have used Outbacker several times and have always been really impressed! I spoke to Tomas this week and he was really helpful and efficient in resolving my query. Great customer service! Thank you. I would definitely recommend Outbacker!
16 novembre 2022
Avis spontané
Helpful and made me feel at ease
Sooo helpful and made me feel at ease, answered all my questions and was really patient. Got the cover I needed with no stress. Could not thank luke enough.
10 novembre 2022
Muskaan is very professional
Muskaan is very professional. She sorted out my insurance quickly and gave me great options. She made me aware of the product’s general details etc.
8 novembre 2022
The call was answered quickly and all…
The call was answered quickly and all questions were answered. The lady was very friendly and polite .
7 novembre 2022
I'm currently having a claim open for…
I'm currently having a claim open for hospital cost. The staff on the phone was super nice and helpful. But their SLA's are insane. 55 business days before someone looks at your claim?
I work in customer service and if we had these kind of response times we would be out of business.
The problem started when I've submitted my claim and than I was told that it wouldn't be covered by the department that gave me a claim number. So I had to call in and what then meant that the time was even more extended as they started the clock again. So I was punished by my provider, because the hospital didn't wanted to do direct payments with my insurance and requested upfront payments from me.
I'm currently out £1500 in hospital cost and should wait more than 3 months for someone to start looking at my claim, not to transfer the payment.
Also when I was on the phone to the agent they were asking me when I'll be back in London. I've booked a backpacker insurance for 9 months. Is that not an indication that I won't be back until the end of my insurance date?
Also the calling hours are not suitable to people travelling the world. I was on the west coast at the time and the opening hours for me were 12am to 9am.
Sorry but this is not good enough.
1 octobre 2022
Avis spontané
Réponse de Outbacker Insurance
Thank you for your review.
We are sorry to hear that you've been affected by the delays at CEGA (the claims handler appointed by the insurer of your policy). Normally a claim of this size for medical treatment would be paid directly to the hospital so that you are not left out of pocket while the claim is processed. As you've had to pay and reclaim due to the treating hospital not following the normal process I've asked CEGA to prioratise your claim given the amount. You should hear from them within 5 working days and if you do not please contact us so we can assist further.
Great Service.....
Great Service...... Nicky answered all my questions comprehensively and was able to set up the policy for my daughter' travels in no time.
3 novembre 2022
Quick and Helpful Customer Service
3 novembre 2022
Pay more and go with a company that will actually insure you!
Booked couples backpacker insurance for a long trip and really can't recommend - you're better off paying more and actually getting coverage.
We paid £350 for 6 months. Phone and gadget insurance isn't included, lost luggage isn't included, delayed/missed flights aren't included....This insurance seemingly only covers medical expenses and as we didn't need it I can't say how it was.
We wanted to extend our trip and were quoted £250 for an additional 4 months. For some reason fewer months were more expensive but nobody could give me a reason why. I couldn't log into the website and by the time I could two weeks later it had increased by 20% to £309 and they would not honour their original quote. I also wasn't able to downgrade the coverage to non-USA although we wouldn't be there and wouldn't need the higher level. Their website says you can change the level, but apparently not.
Unfortunately once you're travelling you aren't able to take out insurance with another company as they all require you leave from the UK, so you're up against a wall and have no option but to pay whatever they decide.
26 octobre 2022
Réponse de Outbacker Insurance
Thank you for your review. I am sorry to hear that you feel unhappy with your purchase from us.
I've had a look in to the policy you purchased and am unsure why you feel that you don't have cover beyond medical, your policy includes (among others) the following cover per insured person:
£200 Travel Delay Cover*
£500 Missed Departure Cover**
£500 Travel Disruption Cover**
£1000 Baggage Cover (loss, damage or theft) **
* with no excess
** minus the excess you chose at the point of purchase (you chose an excess of £150 per person per claim, and where offered alternative options with a £50 and £0 excess at the point of sale).
Our polices do not include phone and gadget cover as standard but this was offered to you at the point of purchase to cover between £1,000 and £3,000 of phones and gadgets depending on the option you selected (you did not take this optional cover).
In terms of your recent extension to your policy we offer you the ability to have multiple policies linked back to back up to an 18 month overall trip limit, all extension prices are based on the retail rate of the product applicable to all customers on the date you request and pay for your upgrade, unfortunately in the two weeks between your initial request for quote and purchasing our pricing had changed.
Prices have increased since your original purchase across the market ( we explain why in one of our FAQs - https://www.outbackerinsurance.com/content/how-we-price-insurance-v1.pdf ), prices do decrease with the length of duration of any new policy as an element of our costs relate to the setup and maintenance of a policy regardless of it's duration for example at our current pricing a 4 month policy is £69 a month, a 6 month policy is £65 a month and a 12 month policy is £47 a month.
While you can upgrade your area of cover or add on optional extras at any time you can only downgrade your cover when you extend your duration. In your instance at the point of extension we could not offer you a reduction in cover level as you already had the lowest level of cover, could not remove any optional cover as you hadn't taken any and could not downgrade your area of cover as you wished to extend for 4 months and for just under 1 month of that you would still be in the US - we could have in theory split your extension in to a one month Worldwide and a four month Worldwide excluding USA policy but this would have worked out more expensive than your four month Worldwide extension (due to your dates you'd have had to insure 5 months rather than 4 if splitting the policy as backpacker policies are rated by full month of cover).
There are a number of companies that offer you the option to purchase a policy whilst abroad though would note these are usually more expensive than our policies.
Really helpful- thank you :)
19 octobre 2022
Over 4 months waiting time
I raised a claims in early June. While they replied instantly to request more information, it took 2 months to confirm my emergency was fully covered- however, they used a completely random exchange rate and didn’t even transfer half of the money I spent. There’s been no communication from them since I pointed out their mistake. It has now been over 4 months and I still haven’t received all my money.
9 juin 2022
Avis spontané
Réponse de Outbacker Insurance
Thank you for your review.
We are sorry to hear that you were affected by the backlog at CEGA (the claims handler appointed by the insurer of your policy) and that it took around 2 months to process your claim.
I've had a look at your claim with CEGA and can't see that your request to review the exchange rate used has been logged in their system. I've therefore asked CEGA to have a look in to your case again based on your comments and to contact you as soon as possible, this should be within the next 5 working days. If you don't hear further from them within this period please let us know so we can assist further.
Good customer service
Good customer service. My call was answered quickly as was my query about the cover my policy included. I was given good advice by Charlie.
7 octobre 2022
Mikhala was very helpful when I was…
Mikhala was very helpful when I was sorting out my daughters travel insurance, she took the time to check our situation & advised accordingly. The price was competitive. Thank you
30 septembre 2022
Great service
In trying to navigate the online websites for backpacking travel insurance I had to contact the Outbacker office to clarity their gadget insurance. Nicky was very helpful and helped create the correct quote for my trip! Saved a lot of time and hassle.
3 octobre 2022
So helpful and patient
So helpful and patient. Very informative and no question unanswered or carefully put across to me. A real delight on the phone.
20 septembre 2022
They ignore you when you need to make a claim. DO NOT USE THIS COMPANY.
Complete silence. Completely ignored all key emails from months ago, as well as follow up emails. DO NOT USE THIS COMPANY
16 août 2022
Avis spontané
Réponse de Outbacker Insurance
Thank you for your review.
I've had a look and can't see that you've contacted us since making a claim so can only assume that you are referring to e-mail to CEGA (the claims handler appointed by the insurer of your policy). Per the information at https://www.outbackerinsurance.com/claim_info.php which was also provided at the point of claim they are currently extremely busy and it is taking beween 8 and 10 weeks to process a claim and you shouldn't expect to hear from them until a handler picks up you case (it is much more efficient and helps clear the backlog quicker to work through cases in order).
We are sorry to hear that you are unhappy with this and I've therefore asked CEGA to review your case on an expedited basis, please let us know if you do not hear from them within 5 working days.
Quick process and helpful customer service
Nicky was very helpful, polite and helped me complete my quote without fuss!
From the time I called, to the completion of my insurance must have been less then 15 minutes!
Thanks Nicky!
8 août 2022
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