Debenhams Travelinsurance Reviews 54

I am shocked by the very, very poor reviews on here. Before Covid I bought Debenhams/Rock insurance for several years running and I must admit I did not have problems, I’ve had two claims, one for a child’s illness when abroad & one for a stolen purse in Dublin, both times paid out, no problem. I need insurance for New York but now put off by reading these comments, can anyone advise please?

Date of experience: January 16, 2022

I have been emailing them to get w copy of my policy as I can’t login despite having the correct details and no one has relied to multiple emails. Today I was on hold for 30 minutes before giving up. As far as I’m concerned I don’t have travel insurance as should I need it; they are uncontactable.

Date of experience: August 13, 2021

Avoid this travel insurance I transferred my family holiday to next year because of Covid same holiday just different date I asked to just transfer the policy to next year and was told they can not do that! They said they would only do something if my holiday got cancelled and then I have to prove it’s cancelled!! Very poor service everyone else I have spoken to their travel insurance has been really good

Date of experience: June 15, 2021

Debenhams Travel Insurance is a front for ROCK INSURANCE, DO NOT BUY ANY INSURANCE from these scam merchants. They make offers that they do not honour, do not respond to emails and it is impossible to get through on the 'phone. AVOID!

Date of experience: April 22, 2021

Do not get travel insurance through them. Absolute scam. Emails that come from various companies that say they cannot put you through to the people you need to speak to. Waited 4 weeks for a reply to an email - which I have chased several times with no response. When you call you get told you'll be put through and the phone goes dead. I am about to report to all of the regulators I can get my hands on - but what a hassle I could do without. Save yourself a headache - go with ANY OTHER INSURANCE company than this one!!

Date of experience: March 26, 2021

Goodbye Debenhams and good riddance. Reviewed Debenhams Travel Insurance before and how they're just being used for marketing by Rock Insurance, possibly the worst insurance company that exists. So farewell Debenhams, you lost your way massively by getting into bed with companies like Rock. Hopefully they won't be far behind you.

Date of experience: December 09, 2020

Incredibly poor customer service. Automated responses say 4 weeks to reply. Had a number of delayed responses from different names that don’t actually equate to a resolution. No clear channel to complain. Seriously considering FOS involvement. Recognise the impact of COVID but feel that Debenhams Insurance is using it as something to excuse their abysmal service. Would not recommend.

Date of experience: November 17, 2020

Auto renewed policy without my authority, only offered partial refund, and last year had to chase voucher.
AVOID

Date of experience: November 11, 2020

If you need to buy travel insurance, make sure to never buy from this company, Debenhams seems like have no integrity, moral and untrustworthy at all, when you signed up they said you will get Debenhams gift card 14 days after purchase, sure thing... none given, 30 days after contacting them said it will be 90 days after purchase, then contact again said they will get back, remember this is a small gift card worth so little and they are avoiding and try their best to not honour it, I am already worried for actual claim, and my fear is correct, my travel plan is destroyed because of pandemic, by the book and policy I am covered by this company, but 5 months already after I submit claim, they keep coming up with new additions of documents, the reason is to make it harder for you to complain and giving up in the process, I travel the world and i am used to file travel claim to insurance, i used dozens of company and NONE of them as horrible as Debenhams, the latest message i got one month ago is they want me to send them even BANK STATEMENT to see if my claim is correct, even after with receipt, invoice from airline which they can check there, name, to match, of course they want to make it harder, every little thing I purchase they want them in the bank statement shared to them, is this even legal? but no problem I sent the bank statement even tho this is crazy it's such a personal information, but fine I shared again, and let's see what is another excuse for them to not pay claim that they should honour! AVOID

Date of experience: November 05, 2020

After waiting unacceptable time on the phone, wrote a registered letter, not a claim, asking a simple question.
Letter not acknowledged and no reply!

Date of experience: September 16, 2020

Absolutely awful service. Like others I was promised a voucher for taking out my policy, months later and after sending them 3 emails I’ve received nothing. Won’t be renewing or having anything to do with Debenhams/Rock Insurance ever again.

Date of experience: September 09, 2020

Took out a policy before Covid at this point I was unaware of Covid. I had then cancelled the policy because I didn’t want to travel during this time. However an marketing group called Rock insurance haven’t even refunded my money since the cancellation. They’ve managed to reply back to me now (August) saying they would only give me the minus figure and not the full amount. Which is unbelievably unfair on me!! I haven’t travelled and I was unaware of the covid situation!! PLEASE DO NOT TAKE OUT THE POLICY WITH THESE GUYS TOTAL FAILURE

Date of experience: September 04, 2020

Already wrote a review of this awful company!!!!!! Emailed Martin Lewis yesterday!!! If everyone did the same maybe somthing would be done about this shocking company!!!!!!!

Date of experience: August 20, 2020

Bought a travel insurance policy. At the point of sale there was an offer of a Debenhams voucher for the product I purchased. Needless to say after waiting months and meeting all the criteria for the voucher it has never arrived. The offer terms gave a deadline for delivery of the voucher of 8th April. It still hasn't arrived. One phone call and 3 emails, and despite their promises, the voucher still hasn't been sent. It's like getting blood out of a stone, somewhat ironic when it's Rock Insurance behind the Debenhams Insurance brand. If trading with either of these brands be very wary of their false promises around shopping vouchers

Date of experience: August 14, 2020

This isn't Debenhams, it's just marketing, the company is Rock Insurance who if you look up their reviews are a Terrible company. Emailed them to say holiday off as flight was cancelled and completely ignored. Avoid this company, I couldn't imagine having to claim and being ignored. We all understand this is a busy time, just an acknowledgement would have been nice.

Date of experience: August 07, 2020

If I could leave zero stars I would!
Holiday is cancelled due to coronavirus and I cancelled my policy because it will no longer be used and I won’t even get a quarter of what I paid refunded back to me!
Talk about ripping people off that are already suffering - disgraceful!
No wonder the rest of Debenhams is going under - they don’t know how to treat their customers!!

Date of experience: August 03, 2020

Terrible dont waste your money .
Made a claim end of march submitted everything asked for not heard anything now since 4th June.
Can't speak to anyone .emailed over 20 times
Terrible service

Date of experience: July 25, 2020

Absolutely pointless insurance policy. Tried to claim for cost of accommodation when Easyjet cancelled our flights only to be told that cancellation is only covered in certain circumstances - not being able to get there isn't considered reasonable grounds for a claim. And we paid for the top level insurance thinking we would be completely covered. Little better than a scam.

Date of experience: July 06, 2020

Debenhams travel insurance failed to pay out due to cancellation due to FCO advise not to travel - the most basic of cover. Agent advised that this was not specifically covered - which is simply ridiculous! Large trusted name that cannot be trusted. Insurance was a silver annual policy and not worth buying.

Date of experience: June 22, 2020

This insurance is underwritten by Rock Insurance. A poor company and awful customer service. I wasn’t able to travel due to the Unexpected death of my wife’s brother aged 40. Who died in his sleep on the morning we weren’t meant to fly out. This was not COVID related. I made the claim in February and that in itself was extremely difficult because they don’t answer the phone! and I still haven’t received a penny! They keep sending me forms to fill out and won’t accept some receipts with rubbish excuses. They have asked for a medical questionnaire to be completed by the deceased’s GP. Which is of no relevance! He was not the person traveling! They have been provided with the death certificate. Absolute joke of a service. DO NOT TAKE OUT THIS POLICY! They are avoiding paying out. No telephone number and no allocated case handler, so no idea who to turn to. Every major company is still working during covid so no excuse for lack of responses. Debenhams should remove their name from these underwriters! I will be taking them to the ombudsman soon if I don’t get a reply. Companies like this should not exist.

25/08/20 - now over 6 months still claim was made and still no payment. I have has to drop my claim for hotel accommodation and internal flights as they are asking for more information which is impossible to obtain at present. I have provided them with cancellation receipts. DO NOT BUY DEBENHAMS TRAVEL INSURANCE

It's now 6th February 2021 - Almost 1 year since i made my claim. Despite having sent these people all the documents, they keep coming back asking for the same documents. I reply to say i have supplied it but here it is again and they reply back around 4-6 weeks later asking for other things. Its an absolute joke. I am now issuing a small claims . DO NOT BY DEBENHAMS TRAVEL INSURANCE

4TH MARCH 2021 - Just had a call from a joker at this insurance company, saying they have sent me an email and I haven't responded. I told him I have sent them several emails to which they have not responded!!. First human contact since my claim started 13 months ago! Disgraceful level of service. I have now issued a summons in the small claim court out of principal. STAY AWAY FROM THIS COMPANY, 'Debenhams Travel Insurance'. Awful service from start to finish. Debenhams should stick to selling clothes and home furnishings!!!
THEY NOW HAVE A 86% POOR RATING ON TRUSTPILOT.

Date of experience: June 10, 2020