Post Office Reviews 

I had to cancel my holiday after being diagnosed with cancer and needing chemotherapy. I had an annual policy and after reading some of the reviews here was concerned about the claims process. However, I completed my claim online and uploaded all the documents they needed. I received my full payout within 7 days. Absolutely no hassle. Felt I needed to write a positive review as most people only write reviews when they are complaining about something.

I've had an ongoing claim since February and have experienced the worst customer service ever. No communication, emails unanswered, cannot speak with a claims handler or senior member of staff. Admin staff cannot update me on progress of the claim. Eventually escalated this to a formal complaint in April and still no resolution. Avoid using this company for your travel insurance !

The claims website comes up as unsafe by Microsoft so claims have to be submitted on mobile. Claim portal hangs frequently and data needs to be re-entered - over 30 times before I got it to submit. Did get a payment 3 months later though not covering all the claim covered in the policy I am following up on this currently. Tried calling on the phone but waited over an hour and still hadn't got through.

Extremely frustrating and misleading experience with Post Office Travel Insurance.

I purchased an annual family travel insurance policy after being redirected from Compare the Market to the official Post Office Travel Insurance website. During the sales process, the website prominently advertised that children under 18 are included free on family policies.

I relied on that representation when choosing the policy.

Only later, during renewal, was I informed that this benefit supposedly does NOT apply to policies originating from comparison websites. Despite multiple exchanges with their complaints team, they have still been unable to point me toward any clear wording in:

the policy documents,
the IPID,
the renewal paperwork,
or the purchasing journey itself,

that explicitly states this exclusion.

Instead, the response has effectively been:
“comparison-site policies may differ.”

That is not the same as clearly disclosing that a prominently advertised family benefit does not apply.

The most frustrating part is that the complaint was raised BEFORE the policy expired, yet the delays in handling the complaint have now conveniently resulted in them saying the policy can no longer be renewed because it has expired.

The entire process has felt like a game of moving goalposts:

advertise a benefit,
allow the customer to rely upon it,
then later argue it was never included because of an undisclosed comparison-site exclusion.

Consumers should be extremely careful and should insist on written clarification of every advertised feature if purchasing through a comparison website, because Post Office appears willing to rely on distinctions that are not clearly disclosed during the purchasing process.

Very disappointing experience and an exhausting complaints process.

You’d think you could trust the post office! If only I’d of checked reviews first, I will never use this company again!! I had to cancel my holiday in February, the day before we were due to travel as I was diagnosed with a serious illness, filled in the online claim form, had to pay the doctor for my medical history, sent that off, then got several requests at couple of weeks apart for more information, then you get the generic responses of we will be in touch soon!
They say they pay out in 5-10 days, we are now at nearly 3 months! The last communication was a month ago!
Enought was enough, I email the claims department with an official complaint and informed them that my next steps would be to launch a complaint with the financial ombudsman and Financial Conduct Authority. I received a email stating they would respond with in 40days! But luckily I got a response in just over a week to say they would pay out on our claim and they have.
But why should you have to get to the point where you have to threaten them with taking things further! There claims are handled with Collinson, the post office should be ashamed to put their name to this disgraceful service!
Never again!! Please do not let them get away with it if you’re having problems with them

The Post Office Travel insurance has an appalling rating for one very good reason - they simply do not pay out on legitimate claims. Be aware that this seems to be standard PO policy. Useless and definitly not recommended !!!!

I insured for worldwide multi-trip, declaring medical conditions which included Atrial Fibrillation. I had to cancel a weekend holiday due an episode of Atrial Fibrillation and have started a claim for less than £1000, only slightly more than the premium. Irrespective of the claim, the insurer cancelled my cover due to 'one unexpected hospital admissions with the past twelve months'. Makes me wonder what the point is of having travel insurance!!!!!

Took out life insurance which we realised was way too expensive for two young healthy people in their 40's with no existing medical conditions. Rang to cancel in January and realised in April that this was not completed. Rang early April to ask them to cancel it again and was assured we would have a refund for the three months taken. Still awaiting refund and when I called back after a few weeks they stated an "admin error". The call handlers are polite enough but it's not good enough to have to call three times. We received a £20 voucher as an apology but would prefer my three months of money refunded as swiftly as it is removed from my account!

Didn't state clearly enough that there was an extremely high excess if you made a claim. Thanks Post Office!

Watching ITVX today, and to see that The Post Office is 'Sponsoring ' Drama series on ITVX, WHAT AN ABSOLUTE DISGRACE, how much have they made for this ?...SHAMBOLIC, but they still can't pay up the compensation to all those Post Office Managers,will I ever watch ITVX again ?.....NO, NO, NO.

Def wouldn’t recommend. Poor customer service. No call back. Called again re small claim … manager was meant to call - didn’t happen. Had sent pics and pics of proof of purchase , this wasn’t good enough.E- mail to say being investigated. Didn’t hear anything else. This claim was. Only £200 . Would hate to think about someone trying to recoup major costs of a holiday.

The insurance claim process was outsourced to Collinson group. They have been extremely delayed in processing my claim for my skiing accident (it has been six weeks for a very simple claim of a modest amount) and unwilling to consider some of my medication and transport costs to the hospital. They also ignored me while I was abroad meaning I could not be advised on cutting my trip short or claiming for that aspect of that insurance which required their prior approval. Unless they dramatically change their response times, I would only use this provider as a last resort.

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 communication is auto email

I would strongly recommend staying away from this company for travel insurance Taking out travel insurance policy is relatively straight forward as with most insurance companies. However as with most companies the real test is when you need to make a claim. On a recent cruise I had to stay overnight in the ships medical bay. The doctor and nurse were excellent and I paid the following morning with a full itemised document. Made a claim to collinsongroup, who handle the claims for PO. See their score on Trustpilot and it will tell you everything. So far been 3 weeks waiting to be even acknowledged from them.
I do understand why insurance companies outsource the claims part, but they therefore must accept the negative comments from customers who experience bad service

AVOID, upgraded a European annual policy to include worldwide due to a pending trip booked, wouldn't pay out against war even though I had additional trip disruption cover. Then tried to cancel this element but was told would not get a partial refund, and the same applied if I cancelled the whole policy...pointless cover...

if there was 0 Stars i would give that.Do not whatever use post office insurance,youd think with post office it would be ok,but trust me its not.Ask numerous times for same documents,dont help when your claim is somewhat different,absolutly shocking.Been trying to sort claim for nearly a year with them to no avail.DO NOT USE!!!

Terrible travel insurance started a claim in Jan then took them 3 months to tell me my insurance was invalid complete waste of time

Submitted claim at the beginning of December and 4 months later, still no response. All documents were submitted with the initial application online. Within 24 hours I had an e-mail asking for all the same documents again and over the 4 months they've asked for some of the same documents a 3rd time. After phoning for an update I found they'd not contacted the holiday company as claimed using some e-mail they found on google and I ended up speaking to the holiday firm.
I've raised a complaint with their complaints department for which their quoted response time has passed and still no outcome about the claim or the complaint.

Do not use Post Office insurance totally incompetent handlers. I had to cancel my holiday as my husband sadly died unexpectedly in December and before our trip, I produced every document that was asked for at the beginning of February 2026. I have made phone calls and emails to which im fobbed off with rubbish and Emails not responded too. Today I have called again only to be told I need to provide a Will stating im entitled to the money. Its a Travel Insurance not Life insurance and the only people on the policy is my husband and i , and I am the lead name on the policy. I have no choice now but to report the company to the FCA. This is a bereavment and im appalled at the way its being handled and im being treated.

I paid for travel insurance & was sent a link to download my policy - Simple? - NO.
The link would not work - I send an e-mail providing my policy number & personal details only to receive a reply asking for my policy number & name due to data protection.
A phone call seemed a little more promising - once I got past the numerous minutes of speel re their products - I was told their was an issue with their link but they did not think it necessary to mention this on line - I requested they be sent via post (Ironic really) - Only to be told it would take 7-10 days - Farcical