Collinson Group Reviews 

Absolutely abysmal operation. It took 8 months to get a reply - initially we did so through their portal, only to be told after chasing 4-months on that "our portal doesn't work" (!!!), at which point we reverted to sending by email. It required sending documentation multiple times. They seemed completely incapable of using any technology (insisting that every document was sent separately, when there were 25 of them). It felt like they were putting up barriers at every possible opportunity. Eventually they came back paying for 1/8th of the cost of the flights home that had had to be booked owing to a medical emergency.

In short, it was a completely miserable experience dealing with them as the company behind the brand name Columbus Direct. I am frankly amazed that they are in business.

Absolutely fantastic service from this company when I fell and broke my wrist on holiday. Fast, efficient, friendly and thorough. Highly recommended.

If there were a 0 star that would be more accurate. Protracted, unnecessary and uncaring.

From submitting my claim, to receiving my funds, the process took over 3 months. Thus, I would not recommend the provider - I felt they were extremely inefficient, and I had to do a lot of chasing just to get updates on my claim progress.

Logged my claim in early February, sent documentation now 4 times, very poor communications and now they have asked for these to be sent by post without providing a postal address. Do not buy travel insurance via post office if you want a stress free claim process. Awful.

I was recently taken ill at the airport, unable to fly due to food poisoning. Saga have refused my claim as I did not seek medical advice. I was in the toilet throwing up with severe diarrhoea so was in no position to seek medical advice. I was then picked up by a friend who took me home and spent 4 days in bed.
You take these insurances out in good faith and they wriggle out of it every time.

This website is absolutely awful, it won’t let me access on my iPad and the security codes change each time so you can’t get into the claim form, what’s going on

Awful experience where they dragged out giving me a claim for lost luggage and I had to get the Ombudsman involved. They then only paid me a fraction of the lost items. They sent me emails where they wouldn’t even acknowledge what I was saying and are genuinely the worst insurance company I’ve ever dealt with. I have premium insurance with them also! Post office insurance is a scam.

Quick resolution of my claim. Very satisfied with my experience dealing with Collinson Group.

A bit of a mixed bag/curate’s egg! Great difficulty in extending a single trip policy due to being infected with Covid and wanting to reduce the risk to others by delaying return flight voluntarily. The claim itself was however dealt with expeditiously and very fairly.

Zero star rating- DO NOT USE THIS TRAVEL INSURANCE
made a small claim for lost bag and missed flight via the "online claim portal"
after weeks i got an email requesting the information to be submitted by email on the pdf form which was not editable!
also requested were proof of ownership, flight confirmation, boarding passes, receipts for items, bank statements, credit card statements, other insurance details for home insurance, credit card insurance, police report, airline report, train operator report, the list was almost endless AS IS THE WAIT FOR MY CLAIM TO BE SETTLED.
the customer service is non existent and the communication is auto email

An insurer should be judged by their performance when making a claim, not by how well they sell a policy.
My claim wasn’t the most straight forward an initially the claim wasn’t being processed correctly. However when passed to a more competent member of the claims team everything went much more smoothly. Claim was settled within a couple of weeks and the money was in my bank within a few hours of being notified that my claim had been approved. I expect to be renewing my annual policy with Saga again.

Appalling. They clearly didn't want to pay out the claim (legitimate injury on a ski holiday, we asked for reimbursement of drs. fees). All the documents (doctors reports, xray, receipts, bills etc) were sent, and they asked for it again, and a bunch of other irrelevant information.

Awful experience. Put the claim in early February. Paid out at the end of April. On their website it says claims are settled in 7-10 days. No one to speak to. Not a great experience at all.

Terrible service! Don’t take out Post Office travel insurance as they use this company. Almost 6months down the line and barely any communication from them regarding a claim. The only comms I’ve had is from a formal investigation I requested in February. March I received an email from them accepting they’re at fault for the hold up processing my claim I made back in November 25. The financial ombudsman has been contacted for support. Stay well clear from this sham company.

Our claim was dealt with in a friendly and helpful way.
Would recommend SAGA.

I submitted a travel insurance claim over 8 weeks ago after theft from checked baggage.
Since then, I’ve provided everything requested — full explanation, receipts, police reference, airline response and supporting evidence. It has also been confirmed to me on multiple occasions that there is nothing outstanding from my side.
I’ve spoken to the claims team several times and was told more than once that the claim had been “escalated” and was being finalised.
Despite phoning and being promised updates within 48 hours, I’ve heard nothing. Emails gone unanswered and there has been no meaningful progress.
8 weeks for a fully documented claim with nothing outstanding — still no decision.

**1 star**

I am having an extremely poor experience with Post Office Travel Insurance claims handled by Collinson.

The most frustrating part is that when I checked reviews here, I found page after page of people describing exactly the same issues I am experiencing: delays, poor communication, repeated requests for information, long waits when trying to call, and a process that feels designed to wear customers down rather than help them.

My own claim was submitted in January and is still ongoing, involving unnecessary chasing, repeated requests, and promises of updates that did not materialise.

I have spent far too much time trying to get clear answers. Different responses, no clear ownership of the case, and absolutely no reason for the claim to take this long. For a service people rely on when something has already gone wrong, this is unacceptable.

What is most concerning is that these complaints are clearly not isolated incidents. The same themes appear again and again in recent reviews, which suggests systemic problems rather than one-off mistakes.

I chose Post Office Travel Insurance expecting reliability and decent customer care. Instead, dealing with Collinson has been stressful, time-consuming and deeply disappointing.

As a result of this experience, I will be arranging future travel insurance elsewhere.

If this remains unresolved, I will be referring the matter to the Financial Ombudsman Service on the 1st May, eight weeks after my formal complaint.

Based on my experience, I would not recommend this service.

Post Office travel insurance is Collinson Insurance. The Post Office are just the selling front.
Before you buy, be sure to read every one of the dozens of pages of exclusions and wriggles on the "Policy Details". The 3 page summary of what it is reasonable to take in good faith does not cover the exclusions.
Mine was FCDO advice not to travel unless essential. Insurance invalidated if you do. So, cancelling travel would seem sensible? NOT COVERED under the cancellation cover.

My wife and I felt the experience with with our claim went great, straight forward with filling the necessary paperwork,and yes we shall be happy to use the Post office in the future.Thank you.sue&Peter.