Staysure Reviews - Travel Insurance

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Staysure Reviews



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Stay clear

This a great story. My mum of 81 took out insurance with this company back last year. When COVID hit we asked for a refund or part refund they said no we could extend the cover but no refund, then this year in the middle of Covid 19 they took 236 ish pounds from my mother's card. When challenged on this they said it’s automatically renewed, well it would be as most of the people they insure are older so when asked for complete refund they said no we will only refund the money, less 25 pounds charge. We accepted this, filled in the form and waited 14 days. They said it will take after this period. I phoned them and was told they would do a bank transfer however it will take 15 working days to do. I asked to speak to a manager and was told someone will call you back within 3 working days then the manager said he will only tell me what the customer service guy had said so basically no point in him phoning me. I will write about this on every social media site I can find until they return my poor mum's money so please be careful if your older parents or family are thinking of using this company as they are awful.

I would not recommend

Mike Mead

Reply from Staysure Reviews

No comment has been added from Staysure.

Reply from Compare by Review

Really sorry to hear this Mike. I hope Staysure can resolve this issue for you in the near future.

Greedy and inflexible

I paid nearly £600 for travel insurance for a holiday of a lifetime to Canada this summer. Then COVID 19 struck. My travel provider allowed rebooking of the holiday into July 2021 with no issues. All other arrangements were refunded without a problem. All that is apart from my travel insurance from Staysure - they advised they would only accommodate a rebooking date up to March 2021 (who visits Nova Scotia in winter????). The alternative was a derisory refund of £31.23 which I declined. The matter is now with the Ombudsman, no doubt in a long queue of similar complaints from dissatisfied Staysure customers, as many other insurers seem to have been much more flexible/less greedy. What companies like Staysure fail to realise is that customers are loyal to companies who act professionally and compassionately in times of crisis, and remember when they have been treated badly. Clearly they are not too concerned about repeat business.

I would not recommend

Eleanor Murray

Reply from Staysure Reviews

No comment has been added from Staysure.

Reply from Compare by Review

We’re truly sorry to read this, Eleanor. We hope that Staysure is able to resolve this issue for you.

Do not use Staysure

Staysure customer service is an absolute disgrace. My elderly disabled Aunt contacted them in April as her cruise for 2 in May was cancelled by Cunard due to Covid. She has not been refunded for the money she paid for insurance which was for the single journey only. Note Cunard have refunded in full. Staysure frequently lied saying she accepted vouchers which she repeatedly declined. It has been extremely stressful for her. Will never travel with Staysure do not use this company not to be trusted they couldn't care less about their customers the majority of whom are elderly. My Aunt is owed over a thousand pounds by Staysure.

I would not recommend

Kim Rice

Reply from Staysure Reviews

No comment has been added from Staysure.

Reply from Compare by Review

We’re really sorry to hear this Kim. We understand your frustration and that this is not the level of service you expected to receive from Staysure. We hope they can resolve this for you in the not so distant future.

Auto-Renewal Issues

Despite being told it wouldn’t be renewing at the end of the annual policy, it renewed and charged me. However, the customer service team was polite and sorted out the refund quickly.

I would not recommend

Olivia Impey

Reply from Staysure Reviews

No comment has been added from Staysure.

Reply from Compare by Review

Pleased to hear you were successful in getting a refund despite the miscommunication. Thanks for leaving a review, Olivia.

Good Policy

I'm mid-60s with some health issues but Staysure still offers annual travel cover at a competitive price.

I would recommend

Lee Brown

Reply from Staysure Reviews

No comment has been added from Staysure.

Reply from Compare by Review

Thanks for leaving a review, Lee. This is great to hear.

Still no refund

I have been robbed by staysure. They owe me a refund from months ago and I still have not seen it. I wouldn't use them if they were giving free travel cover. They have no credibility as far as I'm concerned.

I would not recommend

Henry Fenton

Reply from Staysure Reviews

No comment has been added from Staysure.

Reply from Compare by Review

Sorry to hear this Henry, hoping that this issue has since been resolved.

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Price band


Quotes our team received:

Single Trip: £9.40
Annual: £60.29

Our team have received a single trip quote based on a 25 year old travelling to Spain for 7 nights and an annual quote based on a 25 year old travelling worldwide, including the USA.

Benefits of Staysure travel insurance

  • Staysure’s Comprehensive level of cover is rated 5 Star by Defaqto
  • Staysure has over 100,000 ‘Excellent’ rated Trustpilot reviews, that’s more than any other insurer!
  • They specialise in covering a wide range of pre-existing medical conditions
  • There’s no upper age limit on Single Trip and Annual Multi-Trip policies
  • Unlimited medical emergency and repatriation cover
  • UK based highly professional team on hand 24/7 to answer your queries
  • Won the award for Best Travel Insurance Provider at the 2019 British Travel Awards for the second year running

Compare travel insurance providers to see how Staysure’s travel insurance performs against their competitors.

About Staysure travel insurance

The UK’s No.1 insurer Staysure understands that when it comes to travel insurance, a one size fits all policy just will not do. When you buy a policy from Staysure, your cover will be tailored to suit your individual needs as they specialise in covering a wide range of pre-existing medical conditions, including cancer, heart conditions, high blood pressure and diabetes. Whether you have a pre-existing medical condition or not, Staysure insurance will have a policy for you which you can buy over the phone with their highly experienced sales team or online. They also believe that age shouldn’t be a barrier to travel and that’s why they have no upper age limit on their policies, allowing a Staysure customer to continue travelling right into their later years.

Compare Staysure travel insurance policies

Staysure offers a variety of travel insurance products including:

  • Single trip travel insurance
  • Annual multi-trip travel insurance
  • Medical travel insurance
  • Worldwide travel insurance
  • Europe travel insurance
  • UK travel insurance
  • Long stay travel insurance
  • Cruise travel insurance
  • Winter sports travel insurance
  • Over 50s travel insurance

Once you’ve chosen the type of travel insurance policy you need, you have the choice of two levels of cover, Basic or Comprehensive. You also have the ability to tailor your policy to suit your needs by adding on optional extras for an additional cost.

Up to £5,000,000 for medical emergencies and repatriationUnlimited cover for medical emergencies and repatriation
Up to £500 cancellation coverUp to £5,000 cancellation cover
Up to £500 for cutting your holiday shortUp to £5,000 for cutting your holiday short
Up to £300 for baggage claimsUp to £2,500 for baggage claims
Up to £250 for lost or stolen cashUp to £500 for lost or stolen cash
£0 personal liability coverUp to £2,000,000 personal liability cover
£0 legal protection coverUp to £25,000 legal protection cover
£0 cover for end supplier failure£3,000 end supplier failure cover
£85-£100 excess£65 excess

What extras can I add to my policy?

If you want to tailor your policy to cover your individual needs, you can add on the following extras:

Add-ons marked with an asterisk are available on comprehensive policies only.

100 Day Upgrade*

If you’re 70 and under, the 100 Day Upgrade allows you to extend the standard 50 day trip duration limit to 100 days for one trip.

Cruise Plus Cover*

If you’re going on a cruise, you can add on Cruise Plus Cover to cover extra things such as cabin confinement.

Terrorism Cancellation Cover*

If there has been a terrorist act in the past 42 days within 40 miles of where you’re travelling, you can be covered for cancelling your holiday.

Single Item Cover*

This add-on increases your single item, Personal Baggage cover beyond the standard £400 up to £1,000. This level of cover can’t be added retrospectively.

Golf Cover*

This provides cover for your golf equipment, emergency equipment hire, non-refundable golfing fees and hole-in-one cover. It’s only available if you’re playing non-professionally.

Winter Sports Cover*

This add-on covers you if you need urgent medical assistance due to a skiing accident. It also covers lost or damaged ski equipment, unused ski passes, piste closures and avalanches.

Excess Waiver*

If you have an Excess Waiver on your policy, you won’t have to pay any excess from your own pocket for each item you’re claiming for. This can’t be added retrospectively and does not apply to Terrorism Cancellation, Car Hire Excess Waiver or Gadget Cover.

Gadget Cover*

This cover is available for an unlimited number of gadgets for up to £1,000 for things like accidental loss or theft, accidental or malicious damage, liquid damage, unauthorised call, text or data usage.

European FCO Travel Advice Extension

This add-on means that you can still have a valid travel insurance policy in place even if the FCO has advised against travel to your chosen destination. If the FCO advise against travel while you’re already abroad, you’ll have a £1,000 benefit to bring you home.

Connecting Flight Cover

If you’re taking more than one connecting flight on your trip, you should consider this optional Connecting Flight add-on. This extends your cover for connecting flights if they are cancelled or delayed.

Making a claim

Staysure wants to make the claims process as stress-free and straightforward for their customers as possible. Before you contact them about your claim, they ask that you have the following to hand to speed up the process:

  • Your validation certificate, so you have your policy number to hand
  • Any receipts or other documents to support the claim you’re making

You can make a claim online and if you want to speak to someone about your claim, you can contact Staysure’s claims team on 01403 288 410. If you’d prefer you can send your claims form to Staysure in the post, you will either need to download a claims form online or request for one to be mailed to you.

Cancellation and refunds

You can cancel your Staysure travel insurance policy within 14 days of issue or receipt of your documents, whichever is later. Staysure will only refund to you any premium you have paid, less any fees and charges if you haven’t travelled, or have made, or intend to make a claim.

If you choose to cancel your premium after the 14 day cooling off period, however, discretion may be exercised if you’re cancelling because of exceptional circumstances, such as bereavement or a change to your the policy resulting in Staysure being unable to cover your medical conditions.

Contact Staysure

Customer services
Within UK: 0333 014 4512
Outside UK: 0044 1604 210 845
Monday – Friday: 8:30am – 7pm
Saturday: 9am – 5pm
Sunday: 10am – 4pm

Emergency & repatriation
Within UK: 01403 288 414
Outside UK: +44 1403 288 414
Within the USA: +1 844 780 0639
Within Canada: +1 819 780 0639
Lines open 24/7

Renewals team
0800 014 7808
Monday – Friday: 8:30am – 7pm
Saturday: 9am – 5pm
Sunday: 10am – 4pm

Frequently asked questions

What type of policies does Staysure offer?

Staysure insurance offers Single Trip and Annual Multi-Trip policies where by you can include additional cover such as length of trip, winter sports, cruise, golf, terrorist cover and much more.

What countries are not covered by Staysure's travel insurance?

Staysure holiday insurance does not cover travel to a country, specific area or event which the Travel Advice Unit of the Foreign and Commonwealth Office (FCO) has advised against all travel or all but essential travel. For more information, visit the FCO website.

Does Staysure's insurance cover pre-existing medical conditions?

Staysure are a leading over 50s insurer and specialise in cover for a wide range of pre-existing medical conditions, including cancer, heart conditions, high blood pressure and diabetes.

How long does it take Staysure to assess an insurance claim?

Staysure doesn’t provide a time limit on assessing claims, but 95% of approved claims are paid within 5 working days once all approved paperwork has been received.

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