Collinson Group Reviews 

Claim was more or less straight forward after I had all the documents in order.

Quite honestly the worst travel insurance company I have ever dealt with.

I very rarely make insurance claims, so to be treated like this after providing every document and piece of evidence requested has been incredibly frustrating and disappointing.

One claim has now been ongoing for over seven months and still remains unresolved despite all supporting documentation being supplied months ago. Another claim has now been rejected after what feels like a very narrow assessment where key facts and circumstances were ignored completely.

The process has been painfully slow from start to finish, communication has been poor and I have repeatedly had to chase for updates. Responses take weeks and there seems to be very little urgency or willingness to properly review the wider circumstances surrounding claims.

You pay for travel insurance expecting support and fairness when something genuinely goes wrong outside of your control. Sadly, my experience has been the complete opposite.

Based on my experience, I would not recommend this company to anyone looking for reliable travel insurance or efficient claims handling.

Worst company I have ever dealt with.

My daughter got chicken pox just a few days before we were due to travel to Lapland, so we unfortunately had to cancel the trip. Knowing insurance companies can make things difficult, I made sure I had absolutely everything ready from the start — unfit-to-fly certificate, GP records, receipts, proof of cancellation, and all supporting evidence.

Even with all of this, the way my claim was handled was absolutely disgraceful.

I made the claim in December and only finally received my money today, 15th May. Nearly five months of stress, delays, and constant chasing.

Throughout the process they repeatedly asked for information I had already provided. They wanted 24 months of medical records for no clear reason, then bank statements, then more documents I had already sent previously. Every time I thought it was sorted, they came back asking for “one more thing.”

Communication was terrible. Weeks would go by with no updates at all unless I chased them myself. I ended up making two formal complaints before I even received any payment.

Then, when the payout finally arrived, they only paid part of the claim! I had to complain again and wait even longer before they finally paid the remaining amount.

The whole experience was exhausting, stressful, and completely unacceptable. An insurance company should support customers when they genuinely need help, not make the process as difficult as possible.

Avoid this company at all costs.

My flight was cancelled because of a mechanical issue that happened mid-air, so it was diverted back to where the flight originated. After that, the airline told me they could not get me to my destination for another seven days. I only got that confirmation after spending several hours overnight on their online chat service.



By the time this was confirmed, more than 12 hours had passed, and I was due to return home before the airline could even rebook me. At that point, I had no realistic option but to ask for a refund and make a travel insurance claim for the non-refundable accommodation I had already paid for.



I believe this should have been treated as either a flight cancellation or trip abandonment claim. Instead, because this was a connecting flight that did not depart from the UK, Collinson said they could not find the right category to process it. My first claim was rejected, I resubmitted it, and it was rejected again.



I have now been told that Collinson considers this to be a delayed flight claim and has offered me £150. That does not begin to cover the accommodation costs I lost.



For a multi-leg trip, I would reasonably expect my travel insurance to cover all flights taken during the insured period, as long as the trip started and ended in the UK, and within the effective dates of the travel insurance. That seems like a basic expectation, and I do not think the way this claim has been handled reflects that.



What has also been frustrating is how long this has taken. Each response has taken around two weeks, which has only dragged the matter out further. At this stage, I would like this to be resolved properly and without any more delay. If not, I will have no choice but to take the matter to the Financial Ombudsman Service.

From my first contact with Collinson everything was very straight forward I supplied the information they requested and after everthing was checked I quickly got my refund ,l am very happy with the service

After an illness in Budapest I made a claim for medical expenses. The process was reasonably simple and the claim approved within a week. Excellent service

Really easy to deal with them on the phone and very reassuring

Very good service only the lack of access to the claims portal let things down I was unable to access my claim as it didn’t show on the portal records and I had to phone direct to you for assistance which was a shame as the physical staff were excellent

This is - by far - the worst customer service I've ever experienced. I've had a travel insurance claim pending since February. No communication. Emails unanswered. Can't speak with a claims handler or senior member of staff. Admin staff unable to provide updates on progress. Finally escalated this to a formal complaint in April and still no resolution. This is one of the companies you will end up with if you purchase your travel insurance via the Post Office. My advice - avoid them both!

I emailed my claim and supporting evidence on April 2nd 2026, despite emailing them and a phone call since, I am no wiser if my claim has been approved. Unfortunately I did not read the reviews before purchasing as I thought buying through the Post Office there would be no issues. Lesson learned, The claim was for holiday cancellation due to going into hospital for an operation rendering me unable to fly, as the time of the op was within 50 days of departure, we couldn’t amend the dates, Collinson have had all the documents required for six weeks now, I know some claimants have been waiting longer, which doesn’t fill me with any confidence my claim will be settled soon!!

From sending all paper work to getting payment just 5 weeks great service

Our flight on Dec 11th 2025 was cancelled.

We raised a claim for additional expenses incurred on 18th Dec 2025. Collinson replied requesting details and a copy of the policy were received and copies sent on 8th Jan 2026. the receipt of which was acknowledged by Collinson on 13th Jan 2026.

We followed up on 26th Jan 2026 and requesed the status of our claim. Collinson replied, no claim had been logged, this from the same person who acknowledged receipt of the claim and documents We resent copies of the claim and policy on 30th Jan 2026.

Following up on 5th March 2026 requesting status of the claim. Collinson replied on 6th March requesting claim details and on 10th March informed Collinson were "unable to locate claim on system". On 12th March 2026 Collinson said they did not have "the correct policy document" and on 17th March informed they had found the details on the system and will we send details of the claim again which were sent on 24th March 2026. On 28th March 2026 another message from Collinson stating there is no claim on the system.
As you can see we have received no help in settling our claim.

The company tried as hard as possible to squirm out of a basic cruise cover claim.
We missed our connection with the boat because our flight was delayed. We needed travel and accommodation to travel to the next port (Cruise cover 101 - what else would you need cruise cover for?).
First agent declined claim, second agent accepted, I heard nothing so phoned only to be told by a third agent I was declined. Then he phoned back and said he agreed and accepted the claim.

Had injury while snowboarding in Austria. Hospital said to rest and if still painful in two weeks get MRI scan. Contacted Collinsons and they said if I go back on slopes I would not be covered. I told them I would go home agreeing terms. Now 6 weeks later they are giving me the run around, asking for documents I have already submitted and letter of my Doctor confirming I was fit to go, how would he know ? Just continuous stalling tactics. I give 2 stars as initial contact with Medical team was excellent.

Very slow response times to a claim, always 'very busy' when prompted for reasons for the delay.

Appaling service. 5 weeks and still heard nothing about a simple bereavement cancellation claim. Its not my fault they dont have enough staff to cope. I paid for a service that I havent received

Straight forward from start to finish very professional advisor claim sorted in 20min phone call

Communication about the claim was clear and reassuring. Once the required documentation was provided, our claim (unable to travel due to illness) was settled in full. Would recommend and use again.

A much better experience than with Staysure, who I would not recommend.

It took a while,but it was a bad time with the middle east conflict. We didn't ask for norvirus but you made it easier.

We were really pleased with the responsive service we received from Holidaysafe insurance.