Jesse was so patient and helpful when I called up to modify some of my medical related answers on a recently purchased travel insurance policy. He took time to make sure I understood everything I was... See more
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Review summary
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Not a simple Holiday Insurance request took quiet sometime over the phone to obtain a quote for our needs Spencer was exceptionally patient with excellent customer service skills. We rang approximate... See more
Just spoke with Chris (Claims Handler) @ Insure and Escape who was very kind over the phone, answered within 1 second of choosing the correct options, and referred to me as "Sir" every single time. Ve... See more
Friendly yet professional service from Susie. The policy was amended as I requested cruise cover adding. Susie informed me of inclusions in the policy that I wasn’t aware of which was a bonus.
Company details
Information provided by various external sources
We’re an online travel insurance specialist. Our objective is simple, to provide a high-quality travel insurance product that will enable customers to travel with peace of mind. We aim to offer some of the best value products and allow customers to customise their policy in a matter of minutes. Our customer service team is friendly, helpful and dedicated to answer any queries you may have. So why wait? Get your quote today and let us give you peace of mind.
Contact info
United Kingdom
- 0203 137 0379
- insureandescape.co.uk
4.8
Excellent
3k 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 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Insure and Escape handled an extremely…
Insure and Escape handled an extremely traumatic and difficult experience exceptionally. My little boy was very poorly whilst we were in Florida. One phone call later they sorted everything with the clinic, which transferred over to the hospital AND another one when he got admitted.
They were supportive, understanding and quick to respond and we will always be eternally grateful for their efficiency.
We will always use them for our future visits.
3 February 2025
Unprompted review
Excellent Service
Paid for insurance for a European ski holiday, cost up front was extremely reasonable despite some factors that may have increased price.
When disaster struck and my partner was injured during a ski lesson we headed to a very good local doctor's practice and recieved immediate x-rays and treatment.
The insurance provider then has been extremely helpful in providing advice and care including booking out extra seats on the return flight. The value for money has been fantastic so far - will update if anything changes.
28 January 2025
Unprompted review
Low Quality Company
Insure and Escape is clearly a low-quality organisation. That is my opinion - but the rest of this is fact. Here are some examples of why I formed this opinion (sorry it is a a bit long):
1. I called to make a change to my policy; during the call I raised a question (I suspected an error in calculating the premium) , and requested my question be escalated. The agent asked whether I wanted to receive a reply by email or by phone. I asked to be contacted by phone. Despite this the reply came by email not by phone.
2. The reply did not answer my question at all, nor even refer to it. Instead, it said that the company refused to escalate my question to the insurer and that my policy was void – which it simply was not. NOTE to Insure and Escape: Policy wording does NOT mean that no mistake can ever be made.
3. The reply email contained other errors, such as the spelling of the Insure and Escape name in the subject line (so I thought at first it was a scam email!) and near the end the wonderful phrase “click her.”
4. During the next phone conversation I was sent an email “Verify your declaration”. It contained a serious error (saying something had not been declared when in fact it had been declared, which was clearly stated later in that same email). The agent quickly agreed and corrected the error, but this correction didn’t change the premium or anything else; so I am wondering what was going on. In effect I was being asked to confirm something that was both incorrect and internally inconsistent; if I’d agreed it no doubt the insurer would have been able to argue I’d voided the policy!
This said, they have answered the phone quickly and have been polite at all times.
7 November 2024
Unprompted review
Reply from Insure & Escape
Thank you for your review. I'm sorry to hear you're unhappy with the service you received.
I've had a look into your comments and would like to note:
Point 1: Looking at our logs you called us on the morning of the 5th November and we called you back as requested at 10:25am the same morning. We also sent a copy of the information by email for your records.
Point 2: Per the terms of your policy once you let us know that you'd had a change in health during the term of your Annual Multi-Trip 'We will tell you whether or not your medical condition (or conditions) can be covered and if you need to pay an extra premium. If we cannot cover your medical condition (or conditions), or you do not want to pay the extra premium, we may choose to:
• consider a cancellation claim for any trips already booked; or
• continue cover on this policy, but without cover for your medical conditions; or
• cancel this policy and provide a proportionate/partial refund (as long as you have not made a claim or intend to make a claim).'
The agent made you aware that your policy was not fully valid for further travel until this process had been completed. I have asked our team to review the use of the word 'void' in relation to the non validity during the declaration process.
The email further directly responded to your original question (you had asked us to escalate if the charge of additional premium was valid to the underwriter, we confirmed we would not be able to as the premium was due and provided you the relevant section of the policy wording to explain why).
Point 3: I have reviewed the email from our agent which states 'Click Here' twice, both written correctly. The only error I can see is in the subject line where the agent made a typo writting 'Ensure' rather than 'Insure', a case of human error for which we appologise.
Point 4: Having reviewed this in more detail the error was not made by the agent during the addition of the additional medical condition but during your initial policy purchase. If you refer to your initial certificate of insurance you'll note the relevant question was marked no when it should have been yes. We were able to correct this at no additional charge as you'd already declared (and paid the relevant premium to cover) the medical condition covered by this question. The agent didn't pick up this discrepency as the question was not relevant to the additional medical condition you needed to declare.
AVOID INSURE & ESCAPE FOR TRAVEL INSURANCE
Do not use this company for travel insurance. If you need to make a claim they use a third party called Rightpath Claims. I had a simple claim for travel delays, I've been chasing and chasing and some three months later nothing. Avoid this company!!!! Further to their response complete lies. Yes they emailed on the given date asking for receipts as my insurance covered expenses as well but we were not claiming for this only the delay which they already had all the information. We submitted the claim on 24th july it took them till 20th sept to ask for receipts. They only emailed me on 11.10.24 because i submitted a complaint and amazingly i got a response on 11.10.24. They state no payment is due because i was not delayed 12hr?. Ive asked for evidence from them how they have come to this conclusion as we were delayed for 12hrs. The 12hrs delay is from when you arrive at your destination not from when you leave your departing airport. If they thought i was not due compensation why email me asking for receipts ? You should have said so there & then that no compensation was due. Complete shambles of a company!
Further update :- Rightpath claims only seem to respond when making a complaint or prompted by yourselves. I have just received an email basically stating the same as before. As per my original email complaint I have requested documented proof as to why they think we as a family was not delayed for 12hrs. Im still waiting for this proof. Our original flight got cancelled, we were offered another flight which meant us losing a day of our holiday. We wasnt prepared to wait in a airport for 24hrs with a five year old and a one year old so we purchased new flights with another airline which still resulted in a 12hrs delay. We should not be penalised for purchasing new airline tickets to make our delay from 24hrs to 12hrs. We are not claiming for expenses just the delay or cancelled flight which ever you prefer. We did experience both of these a cancelled flight and a very long delay and now your refusing to pay out.
Insure & Escape, I emailed Rightpath claims again on 25th October asking for their documented evidence as to how they came to the decision that we were not delayed by 12hrs, i have still not received documented evidence. You also asked them to look in to my claim again on 30th October and still no response.
23 July 2024
Unprompted review
Reply from Insure & Escape
Thank you for your review.
We are sorry to hear that you have experienced delays with your claim resolution. We have escalated your case to the claims handlers appointed by the insurer of your policy - RightPath, who informed us that the delays were due to the fact that the required additional information and documentation was received on 20/09/2024, they have reviewed your claim and emailed you on 11/10/2024 informing you of the claim outcome.
If you require any further assistance, please let us know.
----------------
Update:
Thank you for your feedback.
Kindly note that in order to review any claim, all the necessary documentation and information would need to be provided, even if it is apparent that a claim may be declined without all the supporting information. We have requested the Claims Team to contact you with an in-depth explanation on the reasons why your claim has been declined, and they have confirmed they will be contacting you in due course.
Please let us know if you need any further assistance.
---------------
Update 30/10/2024
Thank you for the updated information.
We have contacted RightPath, and requested them to review your claim, and to provide you with all the requested information. They will be contacting you accordingly in due course.
If you require any further assistance, please do not hesitate to contact us.
Avoid - Decline claims with no Explanation!
I do not recommend buying a policy from these. They outsource claims to Rightpath who have terrible reviews and refuse to pay out on legitimate claims.
I bought an annual policy for myself and my family. Our flight out on our holiday a month later was cancelled (after sitting on the plane for 3 hours without moving!). Had to rearrange a new flight from a different airport the next day - 140 miles away and 18 hours later. I had to organise taxis to get to the new airport and spent the night on the road. Submitted a claim under the terms of my policy, and got an email stating claims are handled by Rightpath. After waiting 3 weeks I chased up and finally got a response asking for more information. Information I'd already provided on their portal! Provided the information and waited again... Checked the online portal after 4 weeks of waiting and it says 'Claim Declined'. No explanation. Not had any notification or email to tell me of the update or the reasons why it was declined!
I still have 10 months left on the policy but will buy another from elsewhere as this company is the stereotypical insurance company - takes your money but doesn't payout when it should!
2 August 2024
Unprompted review
Reply from Insure & Escape
Thank you for your review.
We are sorry to hear that you needed to claim against your policy. We have contacted RightPath (the claims handlers appointed by the insurer of your policy), who informed us that when the claim was declined, they have emailed you with the claim outcome to your registered email address. They have also informed us they will be contacting you again today to explain the reasons of your claim rejection.
Should you require any further assistance, please let us know.
Great first impression
I had to call and get help on pre-existing health conditions before completing my quote. Nicky was extremely friendly and helpful. I have not yet been on the trip so no claim needed at this point but first impressions are great.
30 August 2024
Unprompted review
Top service all the way...
First time of renewing my travel insurance with Insure & Escape, and I spoke to Bradley.
Fantastic service all the way, with Bradley making it very easy for me to understand the renewal process, what's involved, what additional cover I could expect and additional services too.
Top service all the way.
28 August 2024
First rule of web design: don't make me think.
1. Advice about conditions people often forget to declare should come earlier in the process so that it isn't necessary to go back and edit.
2. Covid cover depends on level of insurance purchased. The website invites you to check the cover applied to your level. No where on the website can I see the defined level of my cover. Baffling.
31 August 2024
Unprompted review
Reply from Insure & Escape
Thank you for your review.
When customers purchase on our website we highlight the most commonly forgotten medical conditions at the point they declare their pre-existing medical. As you took your quote on Medical Travel Compared we were unable to highlight this until you landed on our website after selecting us as a provider on their comparison engine. Unfortunately this is something we have no control of as they control their website, if you feel their journey was confusing or misleading without this information we’d recommend contacting them.
In relation to our Covid cover when you landed on our website there was text that said ‘Coronavirus Cover
Our policies provide cover in a range of circumstances where you become ill with, or, are required to quarantine due to COVID-19. We recommend you click here to review our COVID-19 cover prior to purchasing.’ Which linked to https://www.insureandescape.co.uk/coronavirus_cover.php . This is also available from our website at any time from our Frequently Asked Questions (FAQs) page at https://www.insureandescape.co.uk/faqs_travel.php#am-i-covered-for-covid
Called and spoke with Bradley regarding…
Called and spoke with Bradley regarding my single trip travel insurance policy, to check if I had declared everything correctly. Bradley was very helpful, clear with requirements and friendly. Great service.
30 August 2024
Nicky dealt with me quickly and…
Nicky dealt with me quickly and efficiently thanks again
30 August 2024
Really good to talk to and most helpful
29 August 2024
Reply from Insure & Escape
Thank you for reviewing our services, we’ll pass your feedback onto the agent to let them know you are happy with the service they provided.
I also wanted to thank you on behalf of Insure and Escape for taking the time out of your day to leave feedback. Feedback from customers such as you is what allows our team to improve and provide the best possible service to our customers.
As part of our mission to make sure we provide the best value and service to our customers we invest heavily in our loyalty club to provide extra benefits to our customers and I wanted to take this time to remind you what is available to you. Our club is about rewarding those who purchase from us, it’s totally free to you and doesn’t expire, so you are free to use the benefits regardless if you purchase again from us. The benefits include:
Discounts on over 400 U.K. brands (including big names such as Samsung, Curry’s, Cineworld, Odeon, Waitrose, Sainsbury’s, Tesco etc.).
Free to enter monthly prize draws, including prizes from a free coffee at Costa to a free holiday for a family.
Up to 20% off any insurance you take directly from us.
You can access the club at https://www.insureandescape.co.uk/club/
Great service
Michaela was great in sorting out my medical history for me and even helped me with a question about another travel insurance for my son ..very helpful
29 August 2024
Reply from Insure & Escape
Thank you for reviewing our services, we’ll pass your feedback onto the agent to let them know you are happy with the service they provided.
I also wanted to thank you on behalf of Insure and Escape for taking the time out of your day to leave feedback. Feedback from customers such as you is what allows our team to improve and provide the best possible service to our customers.
As part of our mission to make sure we provide the best value and service to our customers we invest heavily in our loyalty club to provide extra benefits to our customers and I wanted to take this time to remind you what is available to you. Our club is about rewarding those who purchase from us, it’s totally free to you and doesn’t expire, so you are free to use the benefits regardless if you purchase again from us. The benefits include:
Discounts on over 400 U.K. brands (including big names such as Samsung, Curry’s, Cineworld, Odeon, Waitrose, Sainsbury’s, Tesco etc.).
Free to enter monthly prize draws, including prizes from a free coffee at Costa to a free holiday for a family.
Up to 20% off any insurance you take directly from us.
You can access the club at https://www.insureandescape.co.uk/club/
Brilliant service
Very polite, efficient and friendly. Explained everything really well.
29 August 2024
Reply from Insure & Escape
Thank you for reviewing our services, we’ll pass your feedback onto Mikhala to let her know you are happy with the service she provided.
I also wanted to thank you on behalf of Insure & Escape for taking the time out of your day to leave feedback.
We hope you are enjoying the benefits of the club and, we wanted to remind you that you can invite friends to the club, they will get 15% off any policy they buy from us and, immediate access to the club benefits!
You can access the club at https://www.insureandescape.co.uk/club/
I have had an absolutely dreadful…
I have had an absolutely dreadful experience with this company. I bought insurance under the name Insure and Escape and when I had to make a claim after my return flight was cancelled it transpired that it was Rightpath that I had to claim from (Insure and Escape must be the booking arm of the company and have very good reviews on here - had I known that Rightpath would be dealing with the claim, who have terrible Trustpilot reviews (which you can also search for), I would have thought twice before taking out the insurance).
When making a claim I had numerous issues with the website being inflexible and not allowing me to lodge all my expenses. When I tried a second time, the website simply didn't work. I therefore sent everything by email with all the details and receipts attached.
I did not receive an acknowledgement of this email (not even an autoreply) so rang a few days later to check it had been received. It had and I was told that I would need to wait 10-14 days for a response.
After 15 days I called, only to find out that it was actually 10-14 working days, which was definitely not what I had been told on the initial call.
After 15 working days, I still hadn't heard anything so chased it up. The claim was looked at the next day and I was asked to submit more information, which I did immediately. I explained to the insurance company that I was under significant financial pressure due to having to pay lots of expenses including buying a new flight, and that I really needed the claim to be looked at urgently. They reassured me that they would pass on the documents to an assessor straight away.
I chased this up again after a few days and was told that they would try to escalate it.
After 14 days had elapsed, I had still heard nothing so I called them again. Again, I was told that an assessor would be messaged immediately to look at the claim. I heard nothing.
After 24 days (a further 16 working days), I had still heard nothing to called to say that if I didn't hear anything within one working day I would be making a formal complaint.
The next morning, I received an email stating that my holiday had merely been delayed, not cancelled (the flight had in fact been cancelled and my return home at all was contingent on me buying another flight as the original airline refused to help me!). I was therefore told that I was only eligible for a £100 payment, leaving me over £400 out of pocket.
I have had to make a few insurance claims of various sorts over the course of my life and this is by far and away the worst experience I have ever had. It truly is in a league of it's own. I will be making a formal complaint to the company and if they do not resolve this satisfactorily I will be escalating this to the ombudsman.
I cannot emphasise enough that I would never use this company again and I would suggest that you think very carefully before buying insurance through them.
Addendum: following on from Insure & Escape’s response below, I want to make it clear to anyone considering buying insurance through this provider that should their return flight be cancelled and they are forced to be buy an additional flight home (or incur any other kind of travel or accommodation expenses), they will be refunded to a maximum of £100. This is something I suggest potential customers carefully take account of. For what it’s worth Insure & Escape, I was also delayed by over 24 hours (not that £200 would even nearly cover the costs I incurred in trying to get home after being stranded abroad).
29 August 2024
Unprompted review
Reply from Insure & Escape
Thank you for your review.
We are sorry to learn that your claim resolution has suffered some delays. Kindly note that the Policy Wording document which is available to download pre-purchase during the quote process and immediately sent to our clients after purchase, clearly states that the insurer of the policy have appointed RightPath as the general claims loss adjusters.
We have now contacted RightPath requesting them to log a complaint on your behalf, and they will be contacting you, once they review your complaint. They have also confirmed that as your cancelled flight was on your return journey, as per the policy terms and conditions it falls under the Travel Delay section, which pays as per your level of cover, a maximum amount of £200.00 but no more than £100.00 per 24 hour period.
If you require any further assistance, please let us know.
---------------
Further to your updated review, kindly note that the payable amounts depend on the chosen level of cover. As you chose the lowest level of cover the Travel Delay payout is the one previously stated, however, for the medium level of cover the maximum payout is up to £750.00 but no more than £250.00 per 24 hour period, and on the highest level of cover we cover up to £1,000.00 but no more than £350.00 per 24 hour period.
Really friendly and helpful assistance…
Really friendly and helpful assistance from the agent (Nicky). Customer service should always be like this!
29 August 2024
Reply from Insure & Escape
Thank you for reviewing our services, we’ll pass your feedback onto the agent to let them know you are happy with the service they provided.
I also wanted to thank you on behalf of Insure and Escape for taking the time out of your day to leave feedback. Feedback from customers such as you is what allows our team to improve and provide the best possible service to our customers.
As part of our mission to make sure we provide the best value and service to our customers we invest heavily in our loyalty club to provide extra benefits to our customers and I wanted to take this time to remind you what is available to you. Our club is about rewarding those who purchase from us, it’s totally free to you and doesn’t expire, so you are free to use the benefits regardless if you purchase again from us. The benefits include:
Discounts on over 400 U.K. brands (including big names such as Samsung, Curry’s, Cineworld, Odeon, Waitrose, Sainsbury’s, Tesco etc.).
Free to enter monthly prize draws, including prizes from a free coffee at Costa to a free holiday for a family.
Up to 20% off any insurance you take directly from us.
You can access the club at https://www.insureandescape.co.uk/club/
Really impressed
Really impressed! I'm pre-trip, so haven't had to make a claim but did have to add a medical condition that I'd forgotten. They were very helpful.
29 August 2024
Reply from Insure & Escape
Thank you for reviewing our services, we’ll pass your feedback onto the agent to let them know you are happy with the service they provided.
I also wanted to thank you on behalf of Insure and Escape for taking the time out of your day to leave feedback. Feedback from customers such as you is what allows our team to improve and provide the best possible service to our customers.
As part of our mission to make sure we provide the best value and service to our customers we invest heavily in our loyalty club to provide extra benefits to our customers and I wanted to take this time to remind you what is available to you. Our club is about rewarding those who purchase from us, it’s totally free to you and doesn’t expire, so you are free to use the benefits regardless if you purchase again from us. The benefits include:
Discounts on over 400 U.K. brands (including big names such as Samsung, Curry’s, Cineworld, Odeon, Waitrose, Sainsbury’s, Tesco etc.).
Free to enter monthly prize draws, including prizes from a free coffee at Costa to a free holiday for a family.
Up to 20% off any insurance you take directly from us.
You can access the club at https://www.insureandescape.co.uk/club/
Very good service from sales customer…
Very good service from sales customer service. We haven’t been through a claim process (hopefully we won’t need to) but service at the sales side very good.
29 August 2024
Reply from Insure & Escape
Thank you for reviewing our services, we’ll pass your feedback onto Charlie to let him know you are happy with the service he provided.
I also wanted to thank you on behalf of Insure & Escape for taking the time out of your day to leave feedback.
We hope you are enjoying the benefits of the club and, we wanted to remind you that you can invite friends to the club, they will get 15% off any policy they buy from us and, immediate access to the club benefits!
You can access the club at https://www.insureandescape.co.uk/club/
Easy and quick process.
29 August 2024
Very efficient and helpful with online…
Very efficient and helpful with online travel quote enquiry when phoned after experiencing online issue - sorted insurance on phone also.
28 August 2024
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