Collinson Reviews 76

I have to update my negative review for EasyJet Collinson Travel Insurance. My family's 2 weeks holiday in Turkey had to be cancelled because EasyJet cancelled our flights and I had to find another holiday venue to correspond with flights and accommodation that would fit our original holiday dates which I managed to do. Originally I was told by the EasyJet Travel Insurance agent i could transfer the policy once i had made the arrangements but on phoning EasyJet Travel Insurance back, the agent was quite rude and assertive that as the original policy had Turkey as the destination I could not transfer the policy cover over to another European destination. I followed this complaint up in writing and received a call today which I am very pleased followed up in writing stating the following, so please note this in case you have this experience with EasyJet Travel Insurance Agent: "we can confirm that your trip to Cyprus will be covered, as the policy provides cover for travel to mainland Europe, which includes Cyprus, as outlined below:
Europe - Albania, Algeria, Andorra, Austria, Azores, Belarus, Belgium, Bosnia and Herzegovina, Bulgaria, Corfu, Corsica, Crete, Croatia, Cyprus, Czech Republic, Denmark, Egypt, Estonia, Faroe Islands, Finland, France, Germany, Gibraltar, Gran Canaria, Greece including the Greek Islands, Holland, Hungary, Ibiza, Iceland, Ireland, Israel, Italy, Jordan, Kos, Kosovo, Latvia, Lebanon, Liechtenstein, Lithuania, Luxembourg, Macedonia, Madeira, Majorca, Malta and Gozo, Minorca, Moldova, Monaco, Montenegro, Morocco, Netherlands, Norway, Poland, Portugal, Rhodes, Romania, Republic of Ireland, San Marino, Sardinia, Serbia, Slovakia, Slovenia, Spain including the Balearic Islands and the Canary islands, Sweden, Switzerland, Tenerife, Tunisia, Turkey, Ukraine, United Kingdom, Vatican City."

I purchased travel insurance through easyJet, underwritten by Collinson Insurance. At the time of purchase, it was clearly stated that in case of flight cancellation a payment of €2,000 would be made (this was explicitly shown in the promotional banner, which I am attaching to this review).

In May 2023, my flight was cancelled — the insured event clearly occurred. All required documents were submitted promptly.

Despite this, the insurer initially refused to make any payment. Instead, they refunded only the cost of the insurance (€32) as a so-called “gesture of goodwill”, and did not properly consider my claim further.

This was followed by a prolonged process of correspondence lasting nearly three years. Only after multiple complaints, additional evidence, and escalation to the Office of the Arbiter for Financial Services did the company partially revise its position and begin making payments.

Even then, the amounts were determined unilaterally by the insurer. In total, approximately €1,000 was paid for two passengers, without any clear explanation of how these amounts were calculated.

It is important to note that at the time of purchase, flight cancellation was directly associated with a fixed amount of €2,000, without any indication that the payout would depend on actual expenses or be subject to internal calculations. In practice, however, the insurer applied a completely different approach.

After the proceedings were concluded, the company stated that the matter was closed and refused any further dialogue.

My experience shows that:
– initial claim decisions may be reversed only after persistent effort from the customer;
– the advertised terms and actual claims handling may differ significantly;
– the process can take considerable time and effort.

I would strongly recommend carefully reviewing all conditions and being prepared for potential difficulties when making a claim.The case went through a formal complaint process and was reviewed by the Maltese Office of the Arbiter for Financial Services (OAFS). Despite this, the issue of how the product was presented to the consumer — specifically the clear €2,000 representation at the time of purchase — was not properly addressed.

The company has now declared the case closed and refuses further dialogue.

Do not use Collinsons for your insurance ever (nor the Post Office I guess). I have found them to be both completely administratively incompetent and their call centre staff are in need of basic training - they are rude. I will never use these guys again having used the Post Office for 7 years - from a cost perspective there many suppliers out there so I will now shop around.

My son had been insured by the same travel company for many years. He had a medical emergency in Spain in September 2025. Within a couple days I arrived in Spain,to support him, and made a claim on his behalf. The claim was to be processed by Collinsons. All information was provided, a spreadsheet and receipts for costs incurred. In spite of this Collinsons insisted we hadn't sent them the information, then they found it. It was attached to the email we sent them advising them to download the attachments but no-one had opened the email and downloaded them. Just before Christmas my son had a call advising him the claim was approved. It is now February and we are still waiting for some one to call back and update us on progress and, more importantly, when the claim will be paid. This is after numerous calls to Collinsons claims line with promises that someone from the Claims team will call us back. This has never happened.

I made a claim through the Saga Travel Insurance portal for a pair of stolen skis. I paid a great deal of money to SAGA for a premium product and was unaware that in fact Collinson deal with their insurance claims. I have provided all the information that I have, yet Collinson Insurance is making it impossible for me to get a refund. My experience with Collinson entirely supports all other negative Trust Pilot reviews of this company.

Really horrible company. Will not pay out claims and will do everything in their power to get away with it. Also, their customer service is absolutely horrendous. They operate under Post Office's name to make it seem legit but don't take the risk, you will get a horrible horrible experience if you go with them. Avoid like the plague!!!!!!!!!!!!!!!!!!!!!!!!!1

Easyjet vergognati a servirti da loro!
Assicurazione di easyjet assolutamente INUTILE. Grazie ai suoi periti, in particolare un Avvocato che si è laureato a Caltanisetta di nome Oreste, ogni sinistro viene vanificato dal rimborso. Quindi direi brava easyjet a servirsi di questa Assicurazione inutile x chi ne sottoscrive l'adesione e utile solo a easyjet. Bellagente insomma.

SCAM SCAM SCAM
I purchased this insurance through Easyjet for Georgia. I am flying to Tbilisi. Documents arrived noting Tbilisi as the destination but when I got round to reading the small print I found there was no cover outside Europe. Georgia is not in Europe! I rang them (no mean feat) and they agreed that was the case but refused to refund me on the basis that this was more than 2 weeks after purchase.
I said I wished to raise a complaint as the product had been misold. Details of my complaint were taken and I was told I'd hear back in 4 working days .... but nothing!

If I could have left s zero I would have. I bought my policy via Post Office so be aware, they are the worse.
I have had 7 emails from 7 different call handlers asking g for different documents. They can't open them, there not attached. All Bullshit. Save yourself the stress. My bag was stolen with all it's contents, passport, purse, mobile, glasses, and had to get emergency passport from British Embassy to get home and pay for new flights.
It was a thief that stolen my belongings, but the company I purchased my holiday insurance from are thieves also. BE AWARE DONT WASTE YOUR MONEY ON THEM.

Worst company ever been trying to claim for items stolen for 5 months. Keep asking for booking forms boarding passes nothing to do with the claim just a joke never use this company.

Absolute worst company. Insured a weekend skiing through easy jet and added on insurance. No coverage documents were received. Rang twice and emailed three times - still nothing. Ended up having to ski the weekend without knowledge of ski insurance coverage. Thankfully I didn’t have to make a claim. I don’t know why companies make it so hard for consumers today. Customer service seems to be dead. Avoid this company.

AVOID. Completely ignored, agreed coverage almost 4 weeks ago, heard absolutely nothing in terms of payment day since. Most stressful experience ever, now £825 out of pocket. Completely unacceptable. Sent over 6 emails, completely ignored.

Diabolical company to deal with. Their refusal to pay my travel insurance claim has been rejected by the Financial Ombudsman in a letter littered with words like unreasonable and unfair. Yet they have still not settled the claim in line with that ruling.

I had to make a claim for gadget insurance in Aug 2024, the claim was rejected, I submitted an ombudsman complaint and won my case.
The ombudsman gave Astrenska a deadline to respond to their letter by December 19th, they failed to respond.
This deadline was extended by 2 weeks and they eventually made contact and accepted the ombudsman's verdict.
They were than asked to contact me to resolve the issues within 4 weeks , they have missed this deadline and i'm still waiting!
The ombusdman have tried to chase this up for me but they are not engaging!
It has been nearly 7 months since I put in my claim , I have won my case and still this claim has not been settled.
They are an absolute disgrace, I wouldn't use any company that uses Collinson/Astrenska group to handle their claims.
I brought my insurance policy via Cover for You , but the gadget insurance is with Astrenska.

Diabolical service. They try to find any way around getting you to provide more information or give other stalling tactics. My recommendation would be to NEVER use an insurance company that is attached to an app such as easyjet. Get your own reliable insurer.

It took them close to a year and a half to assess my travel medical claims. Then, a year later, they turned around and told me I needed documents that I can no longer obtain from the time of the accident. What a joke of a company—clearly using the tactic of deny, delay, and defend. Fortunately, I’m in a financial position to absorb the cost; otherwise, I would have been left in an overseas hospital with no way to pay.I’m

TRUFFA - non fate l'assicurazione tanto non rimborsano anche se fornite la documentazione e le tutte le cause. Ci sarà sempre un cavillo che tireranno fuori da un documento che voi potrete leggere SOLO DOPO AVER STIPULATO L'ASSICURAZIONE, non prima, perchè in quello presentato prima di sottoscriverla questi cavilli NON SONO PRESENTI. Avessi i soldi e il tempo farei causa. NON FATELA, TANTO È INUTILE.

Had to cancel atrip to Portugal at short notice due to illness ,was due to fly out on 14th Oct for 6 nights , advised not to travel by doctor.I purchased my insurance from saga travel ,I submitted my claim, and got relevant forms sent to me ,returned them ,and made contact with their insurance contacts at Collinson Insurance ,sent back forms and medical report ,and Annette who dealt with my claim ,was very professional and kept me updated on the progress of my claim .My claim was successful and cash was paid into my bank account today 14 Nov. The whole process took 3 weeks and the collinson staff were very professional and helpful .

After several phone calls and emails , my insurance claim is still not settled, I have submitted all the relevant documents and information needed and is still no further forward, they put you through to someone who can barely speak English nor understand you, and don’t contact you when they say they will leaving you frustrated and angry. My policy number is TM10433132