Insurance provider

Who runs this Insurance?

• Who is True Traveller's Underwriter?

  Your True Traveller Policy is underwritten by Inter Partner Assistance S.A., part of the AXA Group, one of the world’s largest insurance companies.

• Are you covered by Financial Services Compensation Scheme (FSCS) in the UK?

  The True Traveller Ltd is covered by the Financial Services Compensation Scheme (FSCS). You may be able to get money from the scheme if we cannot meet our financial responsibilities.

  Inter Partner Assistance S.A. is covered under the Financial Services Compensation Scheme. If our insurer unable to meet some of their liabilities and you make a valid claim, you may be entitled to compensation from the FSCS, depending on the type of business and circumstances of the claim.

  Protection is at 100% where claims:
  (a) Arise in respect of a liability subject to compulsory insurance; or
  (b) Arise in respect of a liability subject to professional indemnity insurance; or 
  (c) Arise from the death or incapacity of the policyholder due to injury, sickness, or infirmity;

  Protection is at 90% where claims arise under other types of policy with no upper limit.

  Further information can be obtained from the Financial Services Compensation Scheme at: Tel: 0800 678 1100 in the UK or +44 207 741 4100 from overseas. 
  E-mail: [email protected]

  www.fscs.org.uk

• Who handles Medical Emergencies?

  If you become seriously ill or have an accident while travelling, AXA Assistance will manage the medical emergency from its established Central European assistance centre in Ostrava.

  The centre employs hundreds of assistance and claims professionals and is available 24 hours a day, 365 days a year. Its team can speak to hospitals and doctors, arrange treatment, provide payment guarantees and organise medical transport or repatriation where necessary.

  The True Traveller has been granted delegated claims authority by AXA. This means we assess and settle all claims directly, including cancellation, baggage and medical expense claims.

  In simple terms, AXA Assistance deals with the immediate emergency while you are overseas, while The True Traveller manages and settles the resulting claim. This gives you specialist emergency support when you need it, together with a direct and personal claims service from a team that knows your policy.

• Why are your rates so cheap?

  It depends who you ask.

  Around a third of our customers think our prices are very competitive, another third think they are about right, and the rest think we are too expensive. So, on balance, we are probably somewhere close to where we should be.

  We are always looking for ways to keep our premiums competitive, but never by reducing the quality of our cover or, more importantly, our claims service. It would be easy to lower prices by cutting benefits or making claims more difficult, but that is not the kind of insurance we want to provide.

  Our aim is to offer fair prices, good cover and a claims service you can rely on when you need it.

• Do you do discount codes?

  No. We don’t offer discount codes.

  We review this from time to time, but the maths is fairly simple: if we give some customers a discount, everyone else ends up paying more. We don’t think that’s particularly fair, so we’d rather just offer the same pricing to everyone.

  You may, however, come across websites such as Dealspotr, Knoji, Greenpromocode, Worthepenny and, more recently, Tenereteam confidently claiming to have discount codes for True Traveller.

  They don’t.

  These websites have no valid discount codes for our travel insurance, despite what their pages, buttons and enticing promises may suggest. Unfortunately, as these sites are based outside the UK and EU, there’s very little we can realistically do to stop them publishing these claims.

  If you’ve already wasted time clicking through their links, trying various combinations of letters and numbers, and wondering why none of them work, we’re sorry. We find it irritating too.

• Do you have a Defaqto rating?

  Yes. You can view all their ratings of us here. However, their star ratings assess the levels and limits of cover provided by a policy. They do not reflect customer service or claims handling. For example, our Traveller Plus policy has a higher star rating than our budget True Value policy because it offers more extensive cover, but customers receive the same standard of service across both policies.

  True Traveller policies have received star ratings from Defaqto, Moneyfacts Group and Fairer Finance. We do not pay any organisation to award us a star rating, and we do not pay for customer reviews.

  Star ratings can help you compare policy cover, but they do not show what customers think about the claims process or the service they received. For that, you can read verified feedback from our customers, both positive and negative, on Google and Reviews.io.

• Why aren’t you on Price Comparison Websites?

  It is certainly not because we have never been asked.

  Price comparison websites can be very useful when products are broadly identical and price is the main difference. Travel insurance, however, is more complicated. Policies can vary considerably in their cover, exclusions, claims service and the support available during an emergency.

  A cheaper policy may look attractive, but it may not provide the help you expect when something goes wrong. For example, it may not cover the cost of a helicopter rescue if you are injured at altitude in Nepal.

  We do not believe travel insurance should be judged on price alone, which is why we have chosen not to appear on price comparison websites. Our focus is on providing suitable cover, reliable emergency assistance and a claims service that works when you need it.

• Do you sell your insurance by any other name?

  Nope. True Traveller insurance is like that secret family recipe – only available directly from us. Sure, there are other companies with policies that look suspiciously like ours, and a few have even borrowed entire chunks of our website (including these very FAQs – hi guys!). 

  Here’s why sticking with the original is a smart move:

  • We’ve been around since 2010. Yes, we were around before Instagram!

  • Our policies are underwritten by the AXA Group, one of the largest insurers in the world – so you know we’ve got some serious backup.

  • We pay our own claims. No mysterious third parties, no passing the buck – just us, dealing with you directly.

  • Lightning-fast email replies. Drop us a message before 6pm London time, and we’ll get back to you the same day, every single day of the year. Yes, even on Christmas Day.

  So, if you see a lookalike policy out there, remember: there’s only one True Traveller.