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.
Coordonnées de contact
3,7
Moyen
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
Comment cette entreprise utilise Trustpilot
Découvrez comment les avis de l’entreprise sont collectés, notés et modérés.
Difficult to communicate with Caster…
Difficult to communicate with Caster Service and Claim, it takes a long time for me to wait
1 août 2022
Réponse de Outbacker Insurance
Thank you for your review.
I've reviewed your policy and you appear to have both attempted to make a claim and to cancel your policy.
If you wish to proceed with your claim there are currently delays and you should expect to hear from the claims team after they have reviewed your claim in around 8 weeks. We can only apologise on behalf of CEGA for the delays they are experiancing. These are due to the volume of cancellation, travel disruption and COVID claims they have received in the last several months.
If you do wish to cancel your policy then per our agent's response you will need to confirm that you no longer wish to procced with your claim.
Suzie was very polite and helpful with…
Suzie was very polite and helpful with advice in booking my policy.
14 juillet 2022
STILL TOTAL SILENCE
STILL TOTAL SILENCE. THIS IS HOPELESS. NEVER USE THIS COMPANY.
15 juin 2022
Avis spontané
Réponse de Outbacker Insurance
Thank you for your review.
While we understand that you wish to leave us reviews on Trustpilot please note that this channel is not monitored on a daily basis and can provide limited information as it is a public forum. So we can best assist you with your claim issues please contact complaints@outbackerinsurance.com where our dedicated team can assist you.
Please note we have provided you an interim update on your earlier post requesting an update and would be happy to assist you further via our complaints team.
Great Customer Service
Nicky was extremely helpful on the phone and talked me through everything I needed to know. Very patient when I was reading through documents and playing around with policy limit changes. Thanks again!
14 juin 2022
Very helpful clarification!
8 juin 2022
Good response during pandemic
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 flights that we could not claim back through airlines although have to say that British Airways also fantastic. Will be using again for second daughter to go travelling. Only downside was the amount of paperwork we had to submit. Apart from that, was great. 👍The Cooks.
20 avril 2022
Avis spontané
Easy to use website
Easy to use website. Quick quote and simple to get policy on cover. Fast, informed and friendly response on email when I had a query about changes to my policy. Would definitely recommend for fellow travellers.
12 avril 2022
Avis spontané
Hook you with a competitive price and then they add the extras
Quick and easy to purchase insurance Good value for money in terms of general cover but think gadget cover was excessive, this made up nearly half of our premium, which was not cheap. They hooked us with a competitive quote and it was only when we went to purchase did we realise about gadget cover. We did not have the time to shop about again so had to go with it.
14 mars 2022
The review rating seems completely…
The review rating seems completely fabricated. This company is completely useless. I paid so much money for this stupid insurance only to have my emails ignored for months. Completely unacceptable. I bet they'd respond here as soon as they see the bad rating.
Don't be fooled by this inflated rating score!
11 février 2022
Avis spontané
Réponse de Outbacker Insurance
Thank you for your review. The only communication I can find in our records with you was on the 1st November regarding an error you made with your personal details during purchase to which we responded the same day resolving your issue.
If there was a further communication direct with us please contact us again as we have nothing in our records either by email or phone other than the single contact noted above.
I’ve also checked to see if you made a claim and can see you did so on 21st November and this was declined on the 22nd December. All claims are handled by CEGA the authorised claims handlers for the underwriter of your policy. If you believe your claim was declined in error or you have a complaint in relation to the time it took to make the decline decision please contact CEGA who can assist you further. If you’ve been in touch with CEGA since and haven’t had a response then please contact us and we are happy to contact them to investigate further for you.
so far so good
so far so good, we're covered for covid expenses and further adventures we want to do whilst on our travels all for a reasonable price.
6 février 2022
Extremely helpful with my insurance…
Extremely helpful with my insurance policy. I needed to amend the dates and some details after paying for it.
Super fast response and friendly service.
25 janvier 2022
Avis spontané
Excellent service
Excellent service particularly from the emergency team. My granddaughter tested positive for covid whilst in Thailand and was hospitalised for 10 days so I dealt with the claim on her behalf. Staff were professional, polite and knowledgeable. Claim was dealt with quickly and efficiently. Would highly recommend
7 janvier 2022
Avis spontané
Extremely helpful and friendly
Extremely helpful friendly and reassuring! I feel confident in the product I have purchased because of the accommodating staff member who talked me through everything on the phone and answered all my questions
6 juillet 2021
BE AWARE!!! TERRIBLE INSURANCE!!
Just so people are aware of this company, they will come on Trustpilots website and flag your review as false and act as if you were not a customer of theirs, this then enables Trustpilot to remove your review so other people cannot see it. This way it makes Outbacker's reviews look good as all complaints or negative reviews are removed because they reported them.
I am currently compiling a lawsuit and communicating with Trustpilot to re-upload my honest review of the awful experience I had with Outbacker Insurance.
BE AWARE THIS IS A BAD COMPANY AND THEY WILL DO ANYTHING TO MAKE THEMSELVES LOOK GOOD. DO NOT USE THEM.
Also thanks for the super quick response to this complaint on Trustpilot it’s a shame you cannot respond to your customers via the outbacker insurance website and email as quick!!
I am a genuine customer and I have sent all the correct details including my policies showing outbacker logo my full name and policy/certificate number. I won’t post these on Trustpilot for the public as it holds private information such as my residential address! I have however sent these policies to Trustpilot and requested that my review from 23 July 2020 is re-instated if this cannot be done I’ll be happy to redo a review to let everyone know how terrible and unhelpful this insurance is.
Thanks
Update;
I contacted Outbacker multiple times not just on one occasion in December and I’ve had a number of policies not just one. I had an unused policy due to covid and you wouldn’t refund it at all. It wasn’t an extension it was a completely new policy for a different trip with a different policy number… that was produced by Outbacker.
Instead of arguing with customers maybe you should focus more on support and empathy surrounding circumstances like covid, like I said before it is interesting how quick of a response I got when I posted a negative review on here compared to how long I waited for a response regarding my refund and my claim direct with this company.
As I stated before I will never use this company again and I’d advise everyone to use other insurance companies in the future.
***Update
A lot of things you have stated in your response are untrue, and it wasn’t an extension of a policy, I made that quite clear.
Your Head of Customer Service can contact me sure but like I said previously it’s a real shame it has to get this far before someone is willing to do something about my complaint. No one has had an easy time during this period and it would be really decent of companies to support clients and be more understanding. I’ll await your contact.
Regards
8 juin 2021
Avis spontané
Réponse de Outbacker Insurance
Thank you for your review. Unfortunately what you state in this review is simply untrue. We do not attempt to remove reviews and that is quite clear by the balanced reviews showing on our Trustpilot profile.
The facts of your review are thus: You left a negative review on the 23rd July 2020 directly via the Trustpilot site (rather than by the request for review we sent you), at that time you did not provide your policy number or any other personal details to allow us to verify you were a legitimate customer. We therefore sent you a request to provide either your policy number or other identification (such as your e-mail) on the 8th August 2020. You did not respond to this request so on the 13th August 2020 we escalated this issue to Trustpilot to contact you to verify that the review was legitimate, you did not respond to their request either so they removed your review a short time later.
The reason that Trustpilot require you to verify you are a legitimate customer is to ensure that reviews are a fair and honest representation of customer experiences. The reason we require you to verify you are a legitimate customer is so that we can review our records and provide an accurate response and where possible assist you further (for example I can see your original review related to a poor claims experience, once we can identify your policy we can complete an internal review with our claims handlers and contact you to assist you through the formal complaints procedure).
If you wish to leave a review then please feel free to do so ensuring you provide your policy number for verification and we will be happy to assist you further.
--- Updated
Thank you for your response, I have sent you a request via Trustpilot to provide the information directly and privately to us. Once you have done so we can investigate your original complaint.
--- Updated
Thank you for provided confirmation of your identity. I have had a look at our records and the only time I can see you have contacted us was on the 20th December 2019 in relation to an extension of your policy which we responded to initially within 4 hours and the total time to process the extension was around three days (including 8 messages back and forward in that time). I can't see you have contacted us other than this or in regards to a complaint around your claim. I have asked our Head of Customer Services to contact you (most likely tomorrow but within the next three working days at maximum) to obtain details of your claims complaint so she can then investigate that with the Claims Handler on your behalf.
--- Updated
While you may view us responding to your claims as arguing we are simply responding to your claims (which unfortunately thus far have mostly either been inaccurate or untrue) to provide accurate information or assist where possible. To clarify:
1. We acknowledge you had a historic policy that covered between February 2017 and February 2018, we did not reference this previously as it appeared to have no relevance to your complaint, we also cannot see that you e-mailed us or phoned us from the number on record regarding this policy.
2. In recent times you have a policy that covered you from May 2019 to April 2020 which you extended to cover you additionally for May 2020 to June 2020 (the same trip). We issued you with a new certificate for the extension to your policy but it was clearly noted to you as an extension (and would otherwise have been invalid as we only offer new cover while you are still in the UK), we provide extensions in this manner to provide flexability to our clients if their area of cover or optional cover requirements change at the point of extension. We have on record only one contact from you in relation to this policy requesting the extension via e-mail and no record of any call from your number on record. We responded to that request within a couple of working hours so in fact faster that we responded to this negative review.
3. You completed a claim using our online systems on the 26th March 2020 which was thereafter handled by the appointed claims handler for the underwriter CEGA.
4. You requested a refund on your policy on the 24th April 2020 using our online system which was denied as you had an active claim on the policy. Had you not have registered a claim (aka used your policy) then we would have considered a pro rata refund.
5. You left a review via Trustpilot on the 23rd July 2020 making a complaint about your claim being denied but did not include any details that would allow us to contact you to assist you to make a formal complaint. We used the Trustpilot tools to contact you to request these details which you ignored. You also ignored the contact from Trustpilot themselves to provide these details. You did not contact us via any other method to allow us to assist you.
6. You left this latest review via Trustpilot on 8th June 2021 and we responded the next day. As you this time responded to us we have been able to verify your identity and access your policy records. We have proactively started a complaint process for you.
We understand that you feel that your claim was denied unfairly and we understand that you feel that your communications with CEGA, the underwriters appointed claims handler were not to the standard you would expect. Now that you have contacted us about this matter we can investigate you complaint and assist you further.
While we understand you do not plan to use us in the future we request that you keep the information you post on Trustpilot accurate. As previously mentioned our Head of Customer Services will be in contact with you shortly to assist you in making a formal complaint.
--- Updated
I can assure you all points made above are true and a matter or record. For example in relation to your claim that it was not an extension:
Your initial request on 20/12/2019 included "I wondered if there was anyway of extending my insurance policy"
Our final response on 23/12/2019 included "It has been successfully extended until 30/06/2020."
I can confirm our Head of Customer Services has been briefed and it working on your case.
Gain entry abroad during pandemic
I needed travel insurance to gain entry to Thailand under new strict rules.
Upon emailing Outbacker Insurance, a member named Raquel was incredibly helpful with everything I needed and answered any questions I had.
I then asked for a special letter stating some specific details for government officials to look at. Raquel got me this letter within an hour of me asking for it when it could take up to 5 days.
This speed, efficiency and helpfulness has not gone unnoticed and I am incredibly grateful for your service.
16 novembre 2020
Avis spontané
Great customer service and good…
Great customer service and good product! Would purchase again.
2 novembre 2020
Avis spontané
Covid-19 Insurance date change
Just wanted to call to see if I could get my money back for my travel insurance that I had bought for Australia, as I didn’t get to go due to Covid-19 so was pointless having it. Jemma was really helpful and managed to postpone the start date of my Insurance to 2021 meaning I didn’t have to purchase again. Thanks for your help Jemma, I really appreciated it. Takes some of the stress off of everything that’s happening right now!
1 octobre 2020
Avis spontané
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