Collinson Group Reviews 

I am very pleased with the service provided by Columbus Direct. The claims process was straightforward, and my claim was handled professionally and efficiently.
All of my expenses were covered, the insurer approved reimbursement for the medication, replacement return flights and additional car rental costs. What impressed me most was how quickly the money was transferred – the approved amount was in my bank account on the very next working day!
I would like to thank the claims team for their helpfulness, professionalism and prompt handling of my claim.
Based on my experience, I would definitely recommend Columbus Direct.

I made a claim for medical expense incurred on a cruise ship. It was dealt with very professionally and speedily. It couldn’t have been handled any better and I received payment the same day. Highly recommended.

Fantástic servic

Efficient, effective and fair in dealing with insurance claim.

I am struggling to get approval to use hospital services. None of the phone numbers are reachable from my mobile in Vietnam and the contact text service people gave me a link that only allows a post service claim. This is the first time in all my years with Saga insurance that I’ve needed to claim for medical services and I’m disappointed. I chose Saga as Which recommended them, even though they were more expensive, and I’m disappointed so far. I’ll update as we proceed.

Collinson turned a straight forward claim into a nightmare!
Staff showed no empathy, sympathy or urgency.
When you take out a Saga policy you are not dealing with Saga. You are dealing with a money grabbing shadow company with no brand value.

The process was made so easy and it was all taken care of without me having to be stressed at an already stressful time.

Recently made a claim on our annual travel insurance policy.
Once we supplied all the relevant paperwork the claim was dealt with quickly.
Whenever I telephoned with a query the staff I spoke to were helpful, professional and friendly.
Very happy with the service we received.

I am extremely disappointed by Collinson's handling of my travel insurance claim following a serious accident.

Despite my injuries and need for medical care, I have repeatedly been expected to resolve administrative and communication problems that should be the insurer's responsibility.

One particularly disturbing example was when a Collinson employee told me that I should have obtained the hospital's fax number when I was admitted. I had been transported to the hospital by ambulance following a serious accident and had been administered fentanyl, a powerful opioid painkiller. Yet apparently I was expected, under those circumstances, to think about requesting a hospital fax number that was readily available online.

The employee also complained to me about having called the hospital, being transferred to another department, waiting on hold for ten minutes, and ultimately being unable to reach anyone before the call was disconnected. Rather than resolving this routine communication issue independently, the employee brought these frustrations to me, a seriously injured patient. I eventually had to look up the fax number myself and explain how to proceed.

Even more concerning is that several independent healthcare providers have experienced difficulties with the insurance arrangements. Two providers have required me to pay directly rather than dealing with the insurance, while the administration of another healthcare provider explicitly described working with Collinson's American claims-handling organisation as extremely difficult.

For the past three weeks, since the accident, I have had to deal with multiple emails every single day involving healthcare providers and the insurance company. Instead of being able to focus on my recovery, I am spending an enormous amount of time and energy trying to arrange medical care, resolve communication failures, and deal with administrative issues that should not be my responsibility.

I am still feeling extremely unwell following the accident and am living with severe pain every single day. The constant stream of emails, problems, delays, and new demands is driving me to the point of despair. I am completely overwhelmed and exhausted by this situation. I desperately need to recover, yet Collinson's handling of my claim is making that increasingly difficult.

These problems have also contributed to delays in arranging necessary rehabilitation and have placed an unreasonable administrative and financial burden on me.

I have already raised these concerns through approximately four formal complaints or escalations, yet the underlying problems remain unresolved.

An emergency travel insurance provider should take responsibility for coordinating medical care and communicating with healthcare providers, rather than repeatedly shifting administrative responsibilities onto an injured policyholder.

My experience raises serious concerns about the quality of Collinson's claims handling and the functioning of its American assistance organisation.

I expect Collinson to take responsibility and provide concrete solutions rather than continuing to burden me with avoidable administrative problems.

The forms were unhelpful ie Departure & Arrival? We had cancelled when my wife couldn't fly. Also asked Payment details-I paid by VISA credit card & wasn’t able to input details.

Excellent service would wrll recommend them

Answered call quickly. Great clear communication. Speedy process of claim to payment 5* rating.
I have never come across such a great insurance process. Very satisfied .

Very easy to communicate with Collision.My travel insurance claim was paid out in under 1 week of submitting my claim .The claim documents were very clear and easy to follow.

One phone call to discuss my missed port claim on my travel insurance, paid out the same day! Outstanding.

One phone call and all sorted. Told to keep paperwork for a short while, absolutely fine. The lady I spoke to was very helpful. Service excellent and got my claim quickly

Needed to claim for a missed port on a recent cruise. Call agent was friendly, knowledgeable and understanding
Claim call made and 3 hours later payment was received. No fuss, not lots of paperwork to complete and totally hassle free. 100% recommend Post Office travel insurance

Claims staff are inconsistant in their knowledge regarding what is needed . Claim disregarded not entered on to the system to enable payment.
Lack of empathy.
Complaints not followed up.

The start of the process was straight forward. There was regular contact when things needed clarification.

We booked a cruise in September after taking out first an annual travel insurance with Saga.
This was easy to get the initial quote and rang and spoke directly with them to ask a question and to pay my premium.
The cover was very impressive and also covered missed ports which we hoped would not really be needed.
Our cruise in October was effected by the storms and resulted in a delay leaving port and battling against the weather so couldn't get to our first port.
The captain arranged for letters for each passenger for those with port cover.
I must say, having to claim was so simple, just needing to confirm a few details.
Zero hassle and very helpful staff with payment being made same day.
Cannot fault Saga insurance and will certainly be renewing next year.