I used Outbacker for my solo travelling around Asia for 5months. I made two claims, which totalled around £600. I provided the details, and they only asked for some extra evidence on the second c... See more
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Disgraceful , lying and misselling of annual policies. If you return for more than 14 days two weeks to UK your insurance becomes invalid despite the fact you need cover abroad for less time.... See more
Company replied
I used Outbacker for a 7 month trip to Australia. During this time I had to use the Australian medical system a number of times due to a potentially serious condition. Fortunately the tests/scans gav... See more
Went with Outbacker for travel insurance to cover my working holiday and encountered a situation where I needed to amend my policy to include winter sports after already arriving abroad. Tomas and Zyr... See more
Company details
Information provided by various external sources
The Outbacker Travel Insurance product range has been designed to reduce the price of long haul and backpackers travel insurance without cutting down on the cover! We believe that you deserve to have a quality backpacking insurance policy to protect you on your travels, which is why our cover has been carefully constructed to provide you with specialised backpacker travel insurance that fits your travel needs.
Contact info
3.7
Average
1k 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
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South East Asia trip
I had questions before I booked my daughters insurance and they were quick to respond and reassuring with the answers.
26 January 2023
review from someone who had to claim
Most of these reviews are from people who haven't actually had to do a claim with Outbacker... I ended up seriously ill abroad and had to pay a large amount for my treatment out of my own pocket as Outbacker was so slow at giving payment guarantees to the hospital. I have now claimed this back but it took them 13 weeks to give me the money!! Made my time in hospital incredibly stressful and are still processing another claim for flights 15 weeks after I put it in. Granted they did pay out for one claim, after lots of aggro from me but if you want your money soon, use someone else. I will be in future.
26 January 2023
Unprompted review
Reply from Outbacker Insurance
Thank you for your review.
We are sorry to hear that you have been affected by the delays at CEGA (the claims handler appointed by the insurer of your policy) and hope that you have fully recovered. We have contacted CEGA and asked them to review your curtailment claim on a priority basis and to log your complaint, as well as to provide us with the incident report relating to your medical claim.
Regarding your medical claim submitted on 10/10/2022, they have requested a medical report from the place of treatment on the 11/10/2022, and this was received from the place of treatment on the same day. CEGA required further clarification regarding one aspect of the proposed treatment, before they could guarantee payment for the full amount.
The place of treatment replied with an updated medical report on the 12/10/2022, with the required information. This was assessed by the medical team and a guarantee of payment was sent the following day, and receipt was acknowledged by the provider on the same day.
An updated medical report was received from the place of treatment on the 14/10/2022 with the fit to fly certificate, the patient's current situation and treatment plan. This was reviewed by the Medical Team, and another guarantee of payment was issued and sent to the place of treatment on the 15/10/2022.
An email was received from the place of treatment on the 16/10/2022 querying about the guarantee of payment and CEGA responded shortly after with an updated guarantee of payment. Another updated guarantee of payment was sent later in the day after queries from the place of treatment.
Considering the above, we do not feel that the whole process to provide payment guarantees was slow considering the nature of your claim and reported illness.
CEGA have also informed that your outstanding claim has been assessed and the payment will be applied today, they have also logged your complaint. We note that it may take up to one month for your complaint to be reviewed, and CEGA will be contacting you accordingly. You should hear from them within 5 working days in regards to your claim payment, and if you don't please let us know, so we can assist further.
Up and beyond customer service
Me and my partner purchased fully comp travel insurance for our trip to Asia. Everything was included, such as Covid cover, and it was great value. We unfortunately, had to end our trip early and Outbacker insurance was so helpful at sorting everything for us. The customer service was fantastic. Especially Anca who was quick to respond and resolved our issues quickly. Definitely recommend, and when we next need travel insurance we will certainly be returning customers.
25 January 2023
Unprompted review
It was straightforward and easy to…
It was straightforward and easy to compare with other deals
16 January 2023
very helpful and sorted policy straight away
gave a quote and sorted policy straight away
20 January 2023
Anca was very helpful
11 January 2023
My son travelled last year with…
My son travelled last year with Outbacker insurance and they were so helpful with minor things i asked got a quick response and professional attitude My son is travelling again so instantly I chose Outbacker insurance as i know they are very good...
9 March 2022
Great medical help, just what you need when you're in an emergency.
They are very quick and helpful to respond to any medical emergencies. I felt very safe in their hands and I was reimbursed my hospital expenses. Although the claim process does take a very long time which is the only negative.
14 June 2022
Unprompted review
great customer service
quick to answer the phone - helpful in finding best quote and cover for the trip. Patient, never felt I was being rushed to make decision. Empathetic
5 January 2023
Really Disappointed. Claim Ignored
Submitted a claim 4 months ago and have had no response apart from the automated email. I’ve chased up my claim with no avail which I very annoying as I paid over £300 for this policy. I was going to renew however after the shocking service I’d never use this company again. Please could I get a response!
Claim number - 21641018
6 September 2022
Unprompted review
Reply from Outbacker Insurance
Thank you for your review.
We are sorry to hear you've been affected by the delays at CEGA (the claims handler appointed by the insurer of your policy). We have contacted them and we have asked them to log your complaint and review your case on a priority basis and you should hear from them in the next 5 working days regarding your claim, however we note that the actual complaint response will be dealt with separately from the claim itself and can take up to a month. If you need any further assistance please let us know.
User-friendly website and so easy to…
User-friendly website and so easy to find all the necessary information. Cost-effective price as well. So happy with my decision.
2 January 2023
Great Service!
Nicky was a cheerful voice on the end of the phone and was quick and efficient in helping with my query.
28 December 2022
Refer this company to insurance regulation body.
Advised to call claims line and waited 3.5 hours on hold and spoke to nobody.
I eventually emailed and got a reply. I took out backpackers insurance and was advised during my emergency time in need where my father passed that I couldn’t be flown home due to not having a return flight booked. Why would anyone backpacking having a return flight booked ? I insured myself for australia and New Zealand so I couldn’t physically guarantee where I would be in order to book a return flight.
Now i am going to be out of pocket by over 2 thousand pounds. Why offer insurance if you have no intention of paying when it’s needed.
I have since passed this on to my mother whom is a lawyer and she will be thoroughly looking over the fine print. I’m a student studying law and I can’t be sure but from my understanding this can’t be just advised in fine print but rather needs to be highlighted on the page when you take out insurance.
I called and asked for all details before taking this insurance out and was assured repatriation would be covered for emergencies, it happens and now they won’t cover. Seek legal advice and pursue a legal case against this company if this has also happened to you. We will eventually be compensated for this matter.
Company is unethical and it speaks boomers when the claims line doesn’t answer after 3.5 hours.
How anyone can be expected to wait this long in emergencies is a disgrace.
Find insurance elsewhere. This company is a budget option designed to never payout, they always find a loophole.
17 December 2022
Unprompted review
Reply from Outbacker Insurance
Thank you for your review.
We've reviewed your information with CEGA (the claims handler appointed by the insurer of your policy) and believe they have incorrectly assessed your claim, while our standard single trip cover requires you to have a pre-booked return our backpacking policies do not for the reasons you point out. We have asked CEGA to reassess your claim as a matter of urgency and to further consider your review as a formal complaint and respond to you on that basis. We understand they have already sent you an e-mail confirming this is the case.
In terms of needing to wait 3.5 hours to get through to the claims team can you please provide more detail (ideally directly to complaints@outbackerinsurance.com so we can investigate more fully), we can see you called them on the 16th December and on that day the maximum hold time in CEGA's phone system logs for a handler was around 4 minutes so we'd like to understand where the delay originated.
Friendly customer service
I was met with such a friendly and warm welcome. The customer service operative answered all my questions and I got everything I came for on that call and more with the great customer service I received so thank-you!
14 December 2022
They never responded to my claim
I submitted an insurance claim to them and never heard back despite emailing them several times. Not sure if this is legal? Really disappointing as I paid over £300 for the insurance.
ClaimNo 21629928
13 December 2022
Unprompted review
Reply from Outbacker Insurance
Thank you for your review.
We are sorry to hear that you have been affected by the delays in processing claims at CEGA (the claims handler appointed by the insurer of your policy). When you made a claim we did make you aware of these delays and to let us know if your claim took more than 10 weeks so we could assist (see https://www.outbackerinsurance.com/claim_info.php) for what you saw.
I can see that you claim was made about 15 weeks ago so it appears that something has gone wrong. Now you've let us know about it we've spoken to CEGA on your behalf and asked them to handle your claim as a priority. You should hear from them in the next 5 working days and if you don't please let us know so we can investigate for you further.
was very patient and understanding.
9 December 2022
Friendly and helpful team!
Went with Outbacker for travel insurance to cover my working holiday and encountered a situation where I needed to amend my policy to include winter sports after already arriving abroad. Tomas and Zyreena were quick to respond and answer my queries to make sure I was covered for my travel activities. Thank you!
5 December 2022
Unprompted review
Changing my policy
I had to call and make a change to my policy and Susie was extremely helpful on the phone. She sorted everything out and took extra time to make sure I was happy.
18 November 2022
Great customer service!
I have used Outbacker several times and have always been really impressed! I spoke to Tomas this week and he was really helpful and efficient in resolving my query. Great customer service! Thank you. I would definitely recommend Outbacker!
16 November 2022
Unprompted review
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