My son recently got mugged in Malta and all belongings stolen. We submitted a claim on 16th June. Took two phone calls being on hold for over 45 mins each time to even get a claims reference numb... See more
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See what reviewers are saying
My mother in law in tears tonight as promised a pay out, even has a voicemail saying will pay her, called them again, accused her of lying that she has cancer, demanded her full medical history ! Disg... See more
Company replied
Louise from Rush Insurance came to our Barnstaple Travel shop in September to train all the staff (from Bideford Travel and Braunton Travel, too) in their product. The training she gave was very enga... See more
Company replied
Had the same holiday cancelled by love holidays due to flight issue love holiday doing there part has to be said where possible, only i was told full refund would be issued all was apart from insura... See more
Company replied
Company details
Written by the company
Rush Insurance is a specialist travel insurance intermediary dedicated to delivering exceptional service and innovative solutions. We offer a comprehensive range of travel insurance products, leveraging the latest technology and a deep understanding of our business partners' needs. Our commitment extends beyond insurance, as we work closely with partners to enhance their travel insurance sales and boost revenues through expert consultation, trusted insurance providers, and cutting-edge online platforms. In addition, we collaborate with specialist Insurance partners to handle claims, assistance and medical screening, ensuring seamless and professional service in their areas of expertise. At Rush Insurance, providing travel insurance is just the beginning!
Contact info
Beckwith House, 8th Floor, 1 Wellington Road North, SK4 1AF, Stockport, United Kingdom
- 0333 400 7780
- enquiries@rushinsurance.co.uk
- rushinsurance.co.uk
2.4
Poor
26 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 24 hours
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How to add stress to a bad situation
My son recently got mugged in Malta and all belongings stolen.
We submitted a claim on 16th June.
Took two phone calls being on hold for over 45 mins each time to even get a claims reference number and were told we would hear from someome in 5 days.
We did not and then two further calls again on hold for over 45 minutes to chase. Eventually had an e mail asking for documets we had previouly sent which i respo ded to straight away. Since then no response.
Have sent another e mail and called today - on hold for over an hour and gave up. I will be making a complaint and taking this further.
Not experienced anything like this before.
16 June 2026
Unprompted review
Reply from Rush Insurance Services Limited
Good afternoon Ms Lloyd,
Thank you for taking the time to leave your review.
We are very sorry to hear about what happened to your son in Malta, and we appreciate how distressing this must have been for you both. We are also sorry to learn of the difficulties you have experienced when trying to progress the claim, with our underwriters at Millstream.
Please could you email the details of your concerns, together with your policy and/or claim reference, to enquiries@rushinsurance.co.uk. We will ensure that your complaint is formally logged and forwarded to the appropriate claims team at Millstream Underwriting Limited for investigation.
Thank you for bringing this matter to our attention. We hope to assist in ensuring your concerns are directed to the appropriate team as quickly as possible.
Kind regards,
Shannon
No refund for holiday cancelled put of my control.
Had the same holiday cancelled by love holidays due to flight issue love holiday doing there part has to be said where possible, only i was told full refund would be issued all was apart from insurance fee £91. Was told to get back from rush insurance directly who are providers however they are not refunding so im coverd for no holiday and paying for a service cancelled of no fault of my own. Im raising a formal complaint today after speaking to FCA. This is extremely poor practice and feels like daylight robbery!!
24 April 2026
Unprompted review
Reply from Rush Insurance Services Limited
Good morning Mr Smith-Walker,
We are really sorry to hear about your experience.
We would appreciate the opportunity to look into this further and ensure your concerns are fully understood.
Please could you get in touch with our customer support team directly by emailing enquiries@rushinsurance.co.uk.
We would like to review your case in detail and see how we can help.
Thank you for bringing this to our attention, and we hope to hear from you soon.
Best wishes,
Shannon
Rush insurance is ok
Settled my issues with rush insurance and they were timely & helpful . Thanks
23 April 2026
Unprompted review
Reply from Rush Insurance Services Limited
Good morning Nkiruka,
We are very sorry to hear about your experience and understand how frustrating it must have been to have your holiday cancelled unexpectedly.
We would like to clarify a few points regarding your travel insurance policy. As with most insurance products, your policy includes cancellation cover from the moment it is purchased. This means that once the policy is in force, cover is being provided, even if the trip is later cancelled by a third party. Because of this, policies are generally non-refundable outside of the 14-day cooling-off period, as outlined in the terms and conditions.
That said, we completely appreciate your situation and the concerns you have raised. Following your recent call with our team, we have already escalated your case to our underwriters for further review as a gesture of goodwill. Your complaint has also been formally logged, and we are actively investigating this for you.
We want to reassure you that we are taking your concerns seriously and will be in touch as soon as we have an update.
If you would like to discuss this further in the meantime, please feel free to get in touch.
Kind regards,
Shannon
Terrible scam
Terrible scam. I bought a travel insurance policy, but it was canceled due to my husband's illness. I paid almost 97 pounds. There was no claim or anything, just a cancellation due to my husband's illness. They took over 87 pounds for canceling the policy. I got a 10 pound refund. It's a joke. I don't recommend it.
16 March 2026
Unprompted review
Reply from Rush Insurance Services Limited
Good afternoon Piotruś,
We are sorry to hear that you are unhappy with your experience and appreciate you taking the time to share your feedback.
We can confirm that your complaint is currently being reviewed, and we will be in touch with you directly once our investigation is complete.
In the meantime, we would like to clarify that your policy included cancellation cover from the date it was issued in July 2025. As this cover was in place for 10 months prior to your policy cancellation request, the policy falls outside of the 14-day cooling-off period during which a full refund would typically be available.
As outlined in the policy terms and conditions, once this period has passed and cover has been in force, a full refund is not applicable.
We understand this may be disappointing, and we will ensure your concerns are fully considered as part of our ongoing review.
Best regards,
Shannon
Ripoff merchants
3 weeks before going on holiday my wife was diagnosed with the early stages of cancer...not life threatening and we were OK to still travel...so I information the insurance company who said they couldn't insure her any more...they cancelled the policy but refused to refund me anything...don't trust these, get insurance elsewhere to be safe
20 June 2025
Unprompted review
Reply from Rush Insurance Services Limited
Dear Mr Sellwood,
Thank you for your review. We are genuinely sorry to hear about your wife’s recent diagnosis, and we wish her a full and speedy recovery.
It is our aim to give a high standard of service and respond to any change in circumstances honestly, fairly, and promptly, and in line with the policy terms and conditions.
As detailed in our direct response to your complaint, we confirm that the policy continues to provide trip cancellation cover for yourself and your wife, should it be necessary to cancel your holiday following her recent diagnosis. Alternatively, if the policy is cancelled immediately, a pro-rata refund would be offered for the limited time remaining.
We appreciate how stressful this time must have been for you both and are sorry you feel that the policy terms applied have been unfair, but we trust this explains our position.
In line with our previous response, you may refer this matter to the Financial Ombudsman Service, should you wish to pursue it further.
Kind regards,
Shannon
5 STARS!
Amazing training session delivered by Amy & Louise. Rush provide great customer service to the staff and customers.
30 April 2025
Unprompted review
Reply from Rush Insurance Services Limited
Good afternoon Vicki,
Thank you for your positive review.
We are pleased to hear that Louise and Amy's training is amazing. It's wonderful to learn that you believe we provide great service to both agents and customers.
If you ever need further support or have any questions, don’t hesitate to reach out!
Best wishes,
Shannon
Accusing someone with cancer of lying!!!
My mother in law in tears tonight as promised a pay out, even has a voicemail saying will pay her, called them again, accused her of lying that she has cancer, demanded her full medical history ! Disgusting & clearly have no intention of paying out..hays will be getting a visit from me for selling her this policy 🤬
30 April 2025
Unprompted review
Reply from Rush Insurance Services Limited
Good afternoon Kimmik,
We are very sorry to learn of the circumstances which have occurred.
We understand that your concerns relate to the service provided by the claims team at Allianz Global Assistance. While this falls outside of our direct control, we’d like to help resolve the matter where we can.
Could you please email your policy details to enquiries@rushinsurance.co.uk so we can liaise with Allianz on your behalf and support you further?
Best wishes,
Shannon
Training Session
Louise from Rush Insurance came to our Barnstaple Travel shop in September to train all the staff (from Bideford Travel and Braunton Travel, too) in their product.
The training she gave was very engaging and informative and has helped everyone with their confidence to sell insurance correctly
17 September 2024
Unprompted review
Reply from Rush Insurance Services Limited
Good morning Sue,
Thank you for your excellent review.
We are delighted to hear that Louise's training was both engaging and informative. It's great to know that the session helped boost everyone's confidence in selling insurance correctly.
If you ever need further support or have any questions, don’t hesitate to reach out!
Best wishes,
Shannon
I used the insurance to travel to…
I used the insurance to travel to Turkey with my family, Unfortunately my daughter had to visit the hospital which cost me £200. On my return i made a claim and got every penny back as i had taken the gold family policy, It was so easy to claim and fantastic peace of mind to travel with my family.
18 September 2024
Unprompted review
Reply from Rush Insurance Services Limited
Good afternoon Sarah,
Thank you for sharing your experience!
We are glad to hear that our Gold Family Policy provided you with peace of mind during your travels and that the claims process was smooth.
We hope we can provide you with our services in the foreseeable future.
Best wishes,
Shannon
Reply from Rush Insurance Services Limited
Good afternoon Ms Webster,
Thank you for your 5 star review.
We are happy to hear that you have found our service and policies great.
Thank you for choosing Rush Insurance.
Best wishes,
Shannon
Excellent customer service
Excellent customer service. Everybody I spoke to was friendly and helpful and easy to get hold of if you have any issues. Really competitive rates too. Will definitely be using them again.
1 January 2025
Unprompted review
Reply from Rush Insurance Services Limited
Good morning Ms Council,
Thank you for your 5 star review.
We are delighted to hear that you have found our service excellent, friendly and helpful.
Thank you for choosing Rush Insurance.
Best wishes,
Shannon
Excellent service
19 October 2024
Unprompted review
Reply from Rush Insurance Services Limited
Good morning Paula,
Thank you for your 5 star review.
We are delighted to hear that you have found our service excellent.
Thank you for choosing Rush Insurance.
Best wishes,
Shannon
The worst company to insure your…
The worst company to insure your holiday As they don't cover nothing if you have any problems
30 October 2024
Unprompted review
Reply from Rush Insurance Services Limited
Good morning Mr Soos,
We are very sorry to learn of the circumstances which lead to your 1-star review.
Please could you kindly send an email to enquiries@rushinsurance.co.uk so that we can discuss this further?
Kind regards,
Shannon
Tried to get compensation for missed…
Tried to get compensation for missed holiday due to flight delays told basically not there problem and down to abondment technical fault on plane so had to return to airport absolute joke flight then delayed for hours but they basically say tough where not paying U out
12 November 2024
Unprompted review
Reply from Rush Insurance Services Limited
Good morning Yvonne,
We are very sorry to hear of the experience you had with our Underwriters in relation to your claim.
Please could you send an email to enquiries@rushinsurance.co.uk with your policy details and we would be happy to investigate this further on your behalf with them.
We hope that we can resolve this for you and trust your review is not a reflection of the service received by ourselves at Rush Insurance.
We look forward to hearing from you in due course.
Best wishes,
Shannon
Had to cancel family holiday due to…
Had to cancel family holiday due to serious illness even though we have insurance tui and rush want us to pay the whole 8 grand for the holiday we gave them plenty notice as we were meant to go in May, can't deal with one company for all having to go between tui and this company, unbelievable I will be putting this all over social media and further to whoever will listen, talk about stress it's disgusting
16 October 2024
Unprompted review
Reply from Rush Insurance Services Limited
Good afternoon Mrs Zoe,
We are very sorry to learn of your circumstances which lead to you cancelling your trip.
Please could you kindly send an email to us at enquiries@rushinsurance.co.uk so that we can investigate this?
Best wishes,
Shannon
Have spent DAYS trying to speak to…
Have spent DAYS trying to speak to someone about a new medication I am taking ,,,,,, flying Thursday will try again later today AGAIN but looking at the reviews just better not need medical stuff on holiday ....worrying
23 August 2024
Unprompted review
Reply from Rush Insurance Services Limited
Good afternoon Ms Fraser,
Firstly, we would like to apologize for the delay in our acknowledgement regarding your review.
We are very sorry to learn that you had difficulty contacting our Medical Screening team.
We hope that you were able to get this sorted prior to your trip commencing, however, if you still require any of our further assistance, please feel free to send us an email at enquiries@rushinsurance.co.uk.
Best wishes,
Shannon
The most disorganised company I have…
The most disorganised company I have ever came across.
Usless agents ask you to repeat your problem several times when putting in a claim back in February.
Still awaiting confirmation email regarding the claim nearly 6 months later.
Do not use them be careful if u book ur holiday through hays travel as this company are just as bad they use this company for holiday insurance never came across such a disasters insurance company..
5 February 2024
Unprompted review
Reply from Rush Insurance Services Limited
Good morning Ms Kerr,
We are sorry to hear that you have experienced delays with your claim.
Ourselves at Rush insurance do not deal with Claims in any matter as we are not authorised to do so and therefore, all Claims are handled by our Underwriters at Allianz Global Assistance.
Although we cannot provide a direct update on your claim, we would like assist further and chase this directly with the claims team on your behalf.
In order for us to do so, please could you kindly send an email to enquiries@rushinsurance.co.uk with your policy number, claim number, post code and first line of address?
Best wishes,
Shannon
We went to Cuba with Exodus Travel…
We went to Cuba with Exodus Travel through Hays Travel Agents who helped as much as they were allowed and received a full refund due to Exodus not warning their clients of the dangers of being assaulted and mugged at knife point.
Hays travel insurance (Rush/Allianz) I must of been chasing once a week for the last 20 weeks to then be offered £246.97 of a £1500.00 claim is just unbelievable. We paid for the gold policy no excess, I think that I would owe them money if we went for the silver policy, They state in their own policy wording that 50% would be paid on items that no receipt could be provided but have offered 0%.
23 February 2024
Unprompted review
Reply from Rush Insurance Services Limited
Good afternoon,
We're very sorry to learn of the troubles you have been experiencing with your claim.
Unfortunately, ourselves at Rush Insurance are not authorised to deal with claims or medical assistance cases, these are dealt with by the Underwriters of the policy.
In order for us to investigate this further, please could you send an email to enquiries@rushinsurance.co.uk with further details of the incident and the policy details, we can then send this across to the relevant team to provide further assistance.
Many thanks,
Matthew
My friends purchased travel insurance…
My friends purchased travel insurance from Rush before their trip to Hurghada in Egypt, as it is what everyone is advised to do.
They both were involved in an accident and sustained injuries, one has two broken arms, the other is less badly injured. They showed their insurance documents to the hospital and were treated. Whilst still in the hospital Rush insurance have tried repeatedly to deny the claim - leaving them stranded in hospital, unable to pay the bills they are being presented with.
They don't have access to the sort of money they need to pay their bills and come home and are currently stranded.
Absolutely diabolical service. Rush will be getting a major claim against them once a way is found to get my friends back to the UK. Beware !!!!!
22 January 2024
Unprompted review
Reply from Rush Insurance Services Limited
Good morning Mr Spragg,
Thank you for leaving a review, we are very sorry to hear this.
Unfortunately, ourselves at Rush Insurance are not authorised to deal with claims or medical assistance cases, these are dealt with by the Underwriters of the policy.
In order for us to investigate this further, please could you send an email to enquiries@rushinsurance.co.uk with further details of the incident and the policy details, we can then send this across to the relevant team to provide further assistance.
Best wishes,
Shannon
This company ignores claims
I booked a Cruise with my wife through Hays travel for December 2022 and took out their Covid travel insurance. My wife caught Covid three days before we travelled and we could not go. We informed the Hays Travel and the insurance company and filled in their online form. Two months later we started to call and e mail to find out how soon the refund would be paid. They did not reply and Hays travel in Wareham chased it for us and told us that the online form could not be found. I then rang the insurance comany and they wanted me to claim through my credit card !!! I said that the Covid insurance covered us and we then had to fill in the forms again. I have been chasing since May and to this day I have not had one e mail or telephone call from them. They are fraudently selling a policy that they have no intention on paying out on when you have been ill. I will not travel with Hays Travel or take any insurance with Rush or Allianz and I am going to approach Watchdog about this company.
29 May 2023
Unprompted review
Reply from Rush Insurance Services Limited
Good Afternoon Mandy,
Thank you for your review.
We are sorry to learn of your circumstances.
Unfortunately, we at Rush insurance are not authorised to deal with claim, therefore, it appears that your review is more specific to Allianz Assistance.
In order for us to look into this issue further, please could you send an email to enquiries@rushinsurance.co.uk with your policy number, claim number and address?
Best wishes,
Shannon
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