Truly awful. I have been trying to renew my annual travel insurance policy online. The Portal is not fit for purpose and kicked me out over a dozen times whilst trying to renew the policy. Phoned cust... Zobacz więcej
Chociaż nie weryfikujemy konkretnych wypowiedzi, ponieważ opinie recenzentów są ich własnymi opiniami, recenzje mogą zostać oznaczone jako „Zweryfikowane”, jeśli uda nam się potwierdzić, że doszło do rzeczywistej interakcji biznesowej. Dowiedz się więcej
Aby chronić integralność platformy, każda recenzja na naszej platformie—zweryfikowana lub nie—jest sprawdzana przez nasze oprogramowanie działające w trybie 24/7. Technologia ta została zaprojektowana w celu identyfikowania i usuwania treści, które naruszają nasze wytyczne, w tym recenzji, które nie opierają się na prawdziwym doświadczeniu. Zdajemy sobie sprawę, że możemy nie wychwycić wszystkiego, dlatego możesz oflagować wszystko, co według Ciebie mogliśmy przeoczyć. Dowiedz się więcej
Zobacz, co mówią recenzenci
5weeks and still waiting an answer on a simple claim re bereavement cancellation. Issue appears to be with their "agent" Collisons. Wont be buying from them again.
Da parecchi anni Columbus mi accompagna nei viaggi in tutto il mondo. Quest’anno per la prima volta ho aperto un sinistro per una frattura al terzo dito del piede. Mi sono rivolta ad una clinica priv... Zobacz więcej
Reakcja na opinię
I've been a customer of Columbus for many years. This year, for the first time I had to make a claim due to a travel delay and missed flights out of my control. The claims process did require th... Zobacz więcej
Informacje dotyczące firmy
Informacje przekazane przez różne źródła zewnętrzne
Columbus is one of the UK's leading Travel Insurance providers. Established in 1988, we were the first company to sell travel insurance direct to the consumer, cutting out the middle man and saving our customers up to 60% in the process. Over 20 years on we have covered over 15 million travellers all around the world. We put our customers first and have won multiple awards for our cover and customer service including the ITIJ Travel Insurance Intermediary of the year award and also the Best Travel Insurance Provider from the Personal Finance Awards.
Why choose Columbus Direct?
Napisane przez firmę
- Great value travel insurance
- Columbus provides great value travel insurance and award winning customer service. With single trip cover starting at just £2.69 and annual policies from £22.
- Flexible cover
- With 3 levels of cover to choose from; Bronze, Silver or Gold - you are bound to find a policy to suit your needs.
- Excellent Benefits
- Columbus policies offer a wide range of benefits including up to £15 million emergency medical expenses, 24hr English speaking assistance service, cancellation cover up to £5,000, cover for lost, stolen or damaged baggage up to £2,500. Plus kids go free on all family annual policies.
14 day money back guarantee
Not happy with your policy? It's not a problem with our money back guarantee...
If, having examined your policy documentation, you decide the insurance does not meet your needs, you can cancel the insurance within 14 days from the date you receive the policy documentation, and we will refund the premium provided you have not taken a trip to which the insurance applies, and you have not made a claim.
Dane kontaktowe
Cutlers Exchange, 123 Houndsditch, EC3A 7BU , London
- 0800 068 0060
- customer.service@columbusdirect.com
- www.columbusdirect.com
2,3
Słaba
11 tys. recenzji
W ostatnim czasie nie zapraszano do recenzowania
Ta firma nie zapraszała ostatnio swoich klientów do recenzowania, dlatego recenzje mogą nie być w pełni reprezentatywne
W Trustpilot przywiązujemy wagę do treści tworzonych przez ludzi. Firma może jednak dodatkowo korzystać z naszego narzędzia wspomaganego przez sztuczną inteligencję, które pomaga w przygotowywaniu odpowiedzi.
Jak firma korzysta z Trustpilot
Dowiedz się, w jaki sposób pozyskiwane, oceniane i moderowane są ich recenzje i oceny.
I took steps to reduce costs, and they denied my claim
phone died but didn't have gadget cover. Phone contained event tickets and boarding pass, so I needed a functioning device in relation to other covered clauses of my policy, not just gadget cover. claim denied. called, claim denied. was told I could email, but it would be denied.
edit: oh great, so even if i purchased the add-on to cover my device (which, to be clear, i did not request you cover the repair for, i requested you cover a purchase that was required so i didn't lose access to tickets and my boarding pass, items that ARE covered under my policy), you admit you still would've denied it. thank you for clarifying how much of a waste of money paying for your insurance was.
16 września 2025
Opinia niezależna
Odpowiedź od Columbus Direct
Thanks for sharing your experience. We’re sorry to hear that the cover has not met your expectations. We offer gadget cover as an add-on to our policy as many customers have specific cover for their gadgets. So rather than adding the cover as standard which would increase costs for everyone, even those that don’t need cover, we make it optional instead. Based on the information provided, it seems that your phone had some kind of technical fault.
It’s worth noting that whether you had bought the upgrade from us or bought another travel insurance policy with gadget cover, you would not have been covered for a technical fault to your device as that would be a type of warranty cover, whereas travel insurance policies cover loss, theft or damage caused by accidents, for example if it was dropped and there is physical damage.
Fantastic service
Fantastic service. Very friendly and helpful staff. Definitely recommend
8 września 2025
Opinia niezależna
Ridicolo
Dopo avermi messo giù il telefono in faccia due volte ho potuto parlare con una persona poco motivata, incompetente e incapace di mettermi in contatto con qualcuno in grado di rispondere a domande semplici su cosa copre una certa polizza. Ho contattato un altro assicuratore.
28 sierpnia 2025
Opinia niezależna
Odpowiedź od Columbus Direct
Gentile Stefan,
grazie del messaggio e ci spiace notare il suo disappunto.
Per protezione dei dati personali non é possibile richiedere o fornire chiarimenti della Suo caso su Trust Pilot.
Le chiediamo gentilmente di scrivere una email al nostro Ufficio Reclami all’indirizzo ufficioreclami@columbusassicurazioni.it, specificando nell'oggetto "review Trustpilot".
Faremo chiarezza sull'accaduto, accertandoci di quello che Lei sta affermando.
I colleghi saranno lieti di rivedere il caso e darLe riscontro in merito.
Rimaniamo in attesa di una Sua gentile email.
Cordialmente,
Il Suo Team di Columbus Assicurazioni
Columbus Assicurazione è la migliore
Columbus Assicurazione è la migliore, assicuro con la loro multiviaggio annuale me e la mia famiglia ogni anno,. Competenti e professionali. Viaggiamo in sicurezza e tutelati con Columbus. Super consigliati.
1 sierpnia 2025
Opinia niezależna
Odpowiedź od Columbus Direct
Gentile Patrizia,
La ringraziamo per il Suo recente commento e per aver trovato il tempo di scrivere questa recensione.
Siamo contenti che sia stata soddisfatta della nostra assicurazione e per qualsiasi cosa non esiti a contattarci.
Cordiali saluti,
Il Suo Team di Columbus Assicurazioni
Revolting company
After 3 weeks of giving Columbus Direct all the correct information about having our holiday cancelled, they decided to charge us double for a single claim on accommodation.
Do not ever use this revolting, greedy company when you're trying to protect yourself with holiday insurance. They do not care about you. They only want your money.
30 lipca 2025
Opinia niezależna
Horrible company
Horrible company. Bunch of scammers. Dates on my policy say one thing but when trying to register my flights, they ask my benefits don’t exist. Horrible customer service. No response to my email until a week later then tells me case is closed due to non response when that was their first response. Waste of money with this company.
12 czerwca 2025
Opinia niezależna
Claims system is a joke
Claims system is a joke! Tried using their online tool but it just doesn't work! wont even let you submit a claim!
2 czerwca 2025
Opinia niezależna
Odpowiedź od Columbus Direct
We're sorry to hear that you encountered issues using our online claims tool. We are not aware of any problems and other claims are being submitted normally.
We would be grateful if you could respond to our request for more details about you so we can get in touch with you to help you get the claim submitted and to understand if there is a technical problem that would affect other customers as well.
my flight was cancelled they claim this…
my flight was cancelled they claim this was a delay
and refuse to reimburse me for my new ticket
not worth the paper its written on
14 maja 2025
Opinia niezależna
Odpowiedź od Columbus Direct
We have checked our records for a travel insurance policy with us, Columbus Direct. Using the information you have provided you do not appear to have purchased cover with us. Please check you policy confirmation and provide us with a Columbus policy reference. If you have purchased cover with another company, we would please ask that you withdraw this review and instead follow up with the insurance provider you did purchase with so they can look to review this matter for you.
Customer for over 20 years. I will cancel
I have been a customer for well over 20 years. I have recently made a claim in mid April 2025, I have still not heard anything. Along with the upset and stress of having to cancel the holiday of a lifetime due to a family member being ill, I have found Columbus to be devoid of any understanding or empathy of my situation. Constantly asking for more details and documents when it is obvious what has happened and having received said documents more than once.
I will be cancelling my membership renewal and am more than disappointed. Columbus Travel - do better.
They used to be great, what has happened?!
7 czerwca 2025
Opinia niezależna
Avoid
Avoid! THe claims process is horrible.. Their online tool doesnt allow you to submit claims!
19 kwietnia 2025
Opinia niezależna
I'm just carrying out a UAT test
I'm just carrying out a UAT test, that was really good
9 kwietnia 2025
AVOID!! The claims process is horrible
The claims process is horrible. Their online tool doesn't allow you to submit claims. I have been waiting for over a MONTH to just submit a claim and they are really hard to get hold of to sort it out. The online chat team can't actually do anything and so they tell you to call on the phone but it is only 9-5 Monday to Friday (some of us have to work) and then it takes ages to call them anyway.
I will NEVER EVER insure with this company ever again and I advise everybody to avoid them like the plague.
8 kwietnia 2025
Opinia niezależna
Odpowiedź od Columbus Direct
Hi Tom. Thanks for taking the time to share your experience, we're sorry to hear that this hasn't been a positive one.
We have many claims daily submitted via the portal without any issues so we were keen to understand what may have been causing you any difficulties. We have worked with our claims team and the indication is that the problem is related to the bank account recognition tool that is used to ensure that the details provided by a user match the account details the bank's hold. This is failing for some reason and this would certainly cause issues submitting a claim.
Our online chat team are only currently able to support on sales and policy queries, there isn't a service for claims support currently. This was removed as the majority of the time it lead to a direct conversation with the customer any way.
We do appreciate that it can be difficult to speak to a claims agent during office hours, this is why the online claims tool was developed. We will ask our claims handling team to attempt to contact you. If that is unsuccessful, they will email you asking you when a convenient time to discuss the case would be.
Quickly rectified a mistake
I raised an issue on the settlement and it was resolved the same day that I raised it. We all make mistakes - it's how you handle them that's important and I've been impressed by how quickly and fairly Columbus managed it. (Claims : 721510 & 721512)
26 marca 2025
Opinia niezależna
Odpowiedź od Columbus Direct
Thank you for flagging this issue. We have asked our claims team to look into any discrepancies.
They have confirmed that as there was three trips cancelled, these have been set up as separate cases. The settlement you have received was for just one of the cases. There has been two other settlements made to you in the last 24 hours, including the one which included the bulk of the costs mentioned in this review. The specific settlement figure and calculations will be included in correspondence that you should now have received.
There was one error on one of the cases where we mistakenly deducted two excesses instead of one. Our claims colleagues have raised a further payment for that claim to reimburse the additional excess taken by mistake.
We are sorry for any confusion and the inconvenience.
Edit: We thank you for taking the time to update your review and for your understanding regarding the matter.
Please don't use them as they don't…
Please don't use them as they don't provide the service that they promise
18 marca 2025
Opinia niezależna
Odpowiedź od Columbus Direct
Thanks for taking the time to comment.
We would really like to understand what has gone wrong here but with the information you have provided, we cannot find a record of a policy with us so we are unable to try to put things right here.
We also note you've previously indicated you have had a problem with our service and at that time you had a British Airways Travel Insurance policy.
Any further information you can provide so that we can try to help would be greatly appreciated.
Don't buy insurance policy from…
Don't buy insurance policy from Columbus direct it's one of the worst claim I have ever in my life they mentioned 300 pounds limit for travel document but they deducted 150 excess amount and they are paying only 150 pounds like this I claimed for around 1200 pounds but they processed only for 467 pounds I never ever buy this insurance hereafter please try other insurance companies they are cheaters
13 lutego 2025
Opinia niezależna
Odpowiedź od Columbus Direct
We are sorry to learn you were disappoint with the outcome of your claim. The claim was settled within the terms of the policy that you agreed to purchase.
At the time you applied for cover we would have made other options available that would have given you more cover and a lower policy excess. The policy you purchased did have lower benefits but this would have been reflected in the price you paid for the policy.
We encourage all customers to review the terms and conditions of the policy, including the benefits and excesses that apply and choose a policy that is sufficient for their needs. We make a range of policies available as some customers will be happy to take on some of the risk themselves as long as they have the main cover for medical emergencies.
DO NOT USE SCAM COMPANY THAT WILL NOT PAY OUT FOR A CLAIM…
Do not use this company they will not pay out for your claim. Filled in all the relevant paper work and submitted all the forms including a medical report for a chest infection. Each time I heard nothing and I had to constantly contact them for them to tell me I needed additional evidence which delayed the claim by at least a week at a time I submitted their forms plus boarding pass medical bills bank statement then they wanted an additional medical report which I submitted I was treated in my hotel room by a doctor. I called again and the call handler said all my paperwork is in order I will receive my money in 7 days called back 10 days later to be told today that they have contacted the hospital even though I was not treated in the hospital for validation a medical report from the doctor wasn’t enough validation I contacted the doctor who treated me she hasn’t received any email from Columbus a further excuse from Columbus to delay my claim and not pay I have made a formal complaint absolutely a scam company that will use every excuse under the sun to not pay out or delay your claim I have been waiting now for 5 weeks. Extremely rude call handler today who wouldn’t explain what they emailed the hospital for validation do not use my mother was ill with the same illness I had and All clear insurance paid out immediately I will never ever use Columbus ever again.
Edit 4th Feb A manger has called me today and apparently they want confirmation from the hospital that I have paid them as the bank statement wasn’t sufficient as it is in my husbands name even though he is on the account another delay tactic the person I spoke to was even confused as it was my husband who paid ridiculous company and still waiting for my money 5 weeks later
4 stycznia 2025
Opinia niezależna
Odpowiedź od Columbus Direct
Thank you for your comments, we are sorry for the difficulties you experienced when making a claim. Our aim is to provide excellent service to our customers, but this is clearly not what you have received.
We understand that our claims team have now been in touch and your claim has been settled. Our complaints team have also completed a full investigation into the handling of your case and have provided you with an overview of our findings and a compensation payment for the service you have received.
Avoid Avoid They do NOT pay Claims!
Do not take their travel Insurance, as with other reviews they do not pay out claims if you have cancel your holiday, We took out travel insurance with them last April and had to cancel our holiday as my husbands sister had sadly died and we needed to go to the funeral, 8 months later and they still refuse to pay out even though we gave them all the information of the circumstances, waste of time company Avoid Avoid !!
2 kwietnia 2024
Opinia niezależna
Disappointing when it comes to claims!!!!
Had an incredibly frustrating experience with this insurance agency’s claims department. After submitting my claim, I called four times in a day after being told to call for further assistant, but each time the call was dropped while agents were supposedly reviewing my documents. During my 4th call, the agent assured me that if the call dropped again, she would call me back—but I never received a callback. I’m VERY disappointed and skeptical that it was really a 'line issue,' especially after wasting so much time re-explaining the same details each time!!!
8 listopada 2024
Opinia niezależna
Odpowiedź od Columbus Direct
Thank you for making us aware of the issues that you'd had in attempting to contact us.
We understand that you've now been able to connect with one of our claims agents and your claim has been settled within the terms of the policy.
Investigations have indicated that we did have some phone line issues around the time that you were trying to manage this case. Whilst these are now resolved, we appreciate this would have been very frustrating and inconvenient for you and anyone else trying to contact us. We apologise for this and assure you that this is not a reflection of the expected claims service.
Cancelled flight and they don't pay compensation
Our flight home was cancelled by the airline.Even though we had insurance cover in place, Columbus refused to pay compensation as it was only the return flight that had been cancelled... what is the point of insurance??? Immoral thieves
21 lipca 2024
Opinia niezależna
Odpowiedź od Columbus Direct
Thank you for sharing your experience. Unfortunately, as you have not responded to our request for information we are unable to investigate this matter further but would urge you to reach out to us directly if you don't feel your claim has been assessed correctly or if you were mis-sold the policy.
As you've only given limited information here about what happened, it is not possible to give details on why your claim was refused. You've mentioned that the airline cancelled the flight. Presumably they have compensated you for the inconvenience of this and refunded you for the cancelled flight?
If the cancellation happened while you were already outside of the UK, then travel insurance may pay a compensation for the time that you are delayed in returning after a set period of delay. However, if the flight was cancelled before you even departed the UK, then this is not something that is generally covered by policies.
As mentioned above, if you feel we have made an error in our assessment, please contact us so we can correct it.
BEWARE This may be a scam website?
They have not provided policy documents for my travel insurance. even although they keep emailing me that they have.
I have now raised an FCA complaint about this company
10 września 2024
Opinia niezależna
Odpowiedź od Columbus Direct
We are sorry for the difficulties you have had and thank you for taking the time to share your experience. Our policies are sent by our system within 30 minutes of purchase. Every effort is made to ensure that these documents are received without issue, but we are aware that sometimes these can go into spam/trash folders so we always recommend that our customers check there first if the policy is not received. When you first contacted us, our customer services team sent the email again. After your further email, we have used a slightly different method to dispatch the policy documents to you. We have also checked that the email address provided when you purchased cover matches what you have been using to contact us. If you haven’t received these please check your spam folder and contact us again if this is still a problem. If you wish to cancel your policy, you have 14 days from the date you receive your documents provided you haven’t travelled or made a claim. If you wish to cancel your policy, please contact our customer services team who will be happy to help.
Doświadczenie Trustpilot
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