A to Z Cover Avis 

This is the first year I have taken my Travel Insurance out with AtoZ and it will certainly be the last. They were recommended to me via the website MedicalTravelCompared.com. I joined them in May 2025. The joining process was smooth and I was happy that they were a good company.

Unfortunately in August 2025 I developed a back problem which has affected my mobility and I had to cancel a holiday to Albania in Sept. On 21/9/25 I submitted the Claim Form by email along with 12 pages of attachments including a doctor’s letter saying I wasn’t fit to travel. Apart from an automatic reply saying they were very busy but hoped to get back to me in 5 days I have had nothing back from them.

On 16/10/25 I rang the Customer Service Team who are based in South Africa and was told that they were very busy and had not yet looked at my claim. The lady I spoke to said she would send my email to the Admin Team and I should get a Ref. No. once the claim was opened.

On 19/11/25 I rang the Customer Service Team on 0330-175-7858 again and once again was told that they are very busy. She said she would speak to a Senior Handler in the Admin Team and I would get Ref. No. I held on for ages and answered various questions, the answers to which were all documented in the Claim I had submitted on 21/9. The lady on the phone actually gave me a Travel Claim Ref. No. and said my claim would be handled quickly.

As you can imagine after 2 months I was very disappointed, so I tried to find a telephone no. for Ergo Customer Services in the UK. On 20/11/25 I spoke to Customer Services, who gave me the Claims Team No. (01403-788983). I rang that number and found myself talking to someone in S. Africa again! I told that lady all that happened, but still it appears my claim was not yet being looked at. That was on Thursday 20/11 and the lady promised me that I would hear back from their Claims Team either on Friday 21/11 or latest Monday 24/11. Guess what? I still haven’t heard from them.

I hope this feedback helps any potential customers thing twice about taking out a policy with AtoZ. My next issue is deciding what to do. Take them to a tribunal? Any suggestions?
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Update 2/2/26
Within 2 hours of putting my review onto Trustpilot on 30/11/25 AtoZ contacted me after almost 3 months getting no response! Thank you, Trustpilot. Thereafter followed several emails back and forth, asking for confirmation that I had not used the Ryanair flights or transferred them to someone else and challenging some of my medical issues.

On 5/12/25 I got an email to confirm that they would pay me for the cost of the flight, minus the £95 excess and the Air Passenger Duty (APD), which AtoZ said I should claim from Ryanair. They did not refund me the £85 which I had paid to the doctor to confirm I was unable to travel.

I contacted Ryanair, who said there was no APD in their fares and therefore there was no refund!

I emailed AtoZ on 5/12/25 documenting these facts and confirming that I had also to cancel a holiday to Portugal on 28/11/25. I have never had any response to that email.

Today I have contacted AtoZ again, attaching my email of 5/12 and sending them all the documents I assume they need to refund me the losses I incurred by cancelling the Portuguese holiday.

I await their response………….

Straightforward, simple process[ just what you need for a basic product.... No frills

Was very happy with the service

Well I’m back from my holiday.. fortunately no accidents or mishaps so no need to call on A to Z Insurance. However, taking out a policy gave peace of mind, particularly after a diagnosis earlier this year. The whole process was simple and affordable. I would definitely recommend and use again.

This is most certainly a company to avoid. I have had a claim ongoing now for some considerable time and keep on getting fobbed off whenever I have contacted them. That's after all the hoops you need to jump through even before you get your claim supposedly looked at. Do not use this company.

If reading this You also might now notice that they have responded here by asking for my policy number to escalate things. Did that already. Still no further forward. Awful company

I submitted a very straightforward claim on 18th August for a missed port from a cruise, it was seemingly only sent to/received by Ergo on 2nd October. I should not still be waiting for my payout for a simple missed port claim!

No replies to emails.

Very helpful

Found the A to Z site easy to use, plus no unnecessary questions. My quote was very competative and a good policy. Will use again.

Policy has all I need. The test will be if I have to claim.

Quick and easy. Competitive rates. Covered all my needs

The process was simple to negotiate and the product met my needs.It was also affordable.

Lowest quote, clear schedule, straight forward to buy. Documents emailed quickly

Quick easy and cheap. But still covered everything I require.

Expensive for what you get but it'll do whisked I'd looked around

Quick response and excellent prices

My wife had a trip booked to Egypt with our daughter and granddaughter to travel in August.
In late July she was taken ill with a heart condition and was advised not to travel.
A letter from our doctor costing £40 was sent with her claim also full details from Tui of the cost of taking her off the booking as the other 2 decided to travel.
AtoZ state all claims will be decided within 2 weeks of receipt! What a con!
It's now mid September and I've just spent over one hour on the phone to be told they are still assessing the claim. Obviously looking fo any excuse not to pay !
Avoid this company , it is anything other than value for money.

Following the reply below from them we were asked for a copy of the invoice which we emailed , one week on they have not confirmed it was received
So we are still left hanging again proving again lack of consideration for their customers!

Following on from my last comments , we had a call from a very nice man later the same day who gave my wife assurances he would quickly sort the claim out and the following day we received confirmation the payment was on its way.

For that we are obviously pleased but my wife is suffering with the news of her health so the flaw in AtoZs customer care only added to her stress .
That aside we are glad it's over, so thank you.

Awful. Submitted a claim for medical expenses at the end of July, and have yet to receive a decision (it is now September). When I emailed to chase the claim the only response I received was an email telling me they would respond in 5 days…they didn’t. When I called the call centre I was told I would be updated in 48hrs…I was not. I eventually received an email requesting some documents which I was able to provide but had already included as requested with the initial claim form I submitted. And so it has continued. This company seem to be operating on a policy of hoping you forget and go away.

Did not receive policy details by email. Had to check with bank that debit had gone through. Went through u erous numbers for contact details.