Post Office Reviews 

Absolutely appalling service from Collinson (post office claims handlers). It’s virtually impossible to contact them. All their telephone contacts have a message saying email only or they have a technical fault, ring back in 15 mins. When you email them, you get bounce backs and there seems to be no continuity with an agent. You can’t even return their call when asked to because the agents number doesn’t accept incoming calls. How can you deal with them?

I was really worried about making my claim after reading the reviews for Collinsons ( the underwriters) I needn't of. I found their service team quick to respond and full pay out of my claim took just a few weeks

Beware: Post Office Insurance Falls Short a long way short on Basic Needs Coverage

Post Office Insurance promises peace of mind, but my recent experience with them has been nothing short of anxiety inducing. Their policy, touted as comprehensive, fails to adequately cover basic needs, leaving customers vulnerable and frustrated.

One of the fundamental purposes of insurance is to provide financial protection against unforeseen events. However, Post Office Insurance's policy seems designed to create loopholes rather than offer genuine coverage. From personal experience, I found that crucial aspects of my needs were left exposed, leaving me questioning the value of the product other than as a fake veneer of security easily pierced.

First and foremost, their travel insurance policy was shockingly deficient in covering essential items. When faced with a travel delays, I assumed I was covered for the resulting cost of booking expencive missed connections. To my dismay, I discovered that the policy covered this for precisely £0. This lack of transparency is not only deceptive but also undermines the very purpose of insurance.

Moreover, their customer service was abysmal. Dealing with representatives felt like navigating a maze of bureaucracy, with little empathy or willingness to address my concerns. Basic inquiries were met with generic responses, and attempting to escalate issues proved futile. It's disheartening to see a company prioritize profit margins over genuine customer care. (Not new for the PO, as we know)

The lack of coverage for delays is unacceptable. It's as if they're stuck in a bygone era, oblivious to the evolving needs of their clientele. Who in their right mind would book travel insurance without the basics of travel covered?

In conclusion, I cannot in good conscience recommend Post Office Insurance to anyone seeking reliable coverage. Their policies are riddled with loopholes, their customer service is lacking, and their failure to adapt to modern realities leaves customers exposed to risks as they would have been without insurance. For those in search of comprehensive insurance that truly covers basic needs, it's best to look elsewhere. Post Office Insurance falls far short of expectations, and potential customers would be wise to steer clear. The cost of the policy would have been a nice dinner while stuck awaiting out connections! Absolutely dire

Stranded in Dubai for over 1 week. Had PREMIUM insurance. Barely covered for anything. DO NOT BUY POST OFFICE TRAVEL INSURANCE. Small print gets them out of everything. Had to argue my case for over an hour and a half to come out with very little. After sticking to my guns and pushing the agent she conceded to pay for my flights back from Madrid, which was the only place Emirates could get me to from Dubai. They refused to pay for any accomodation costs for the 6 nights I was stranded even though it was not my fault.

Absolutely terrible- I phoned them to check if we were covered as my husband lost his Apple earbuds. The person I spoke with started the claim so the assumption was that I was coveted. after hour on phone completing the claim I was advised we were not covered. Suggest they train their operatives and also provide listening skills!!!
I also agree with other unhappy people about how rubbish cover is in relation to depreciation.
Do not use this company.

Dreadful dreadful insurance. Operated by Collinson insurance. Just had a very modest claim denied. Car was broken into and luggage stolen. We recovered most of it from neighbouring streets (discarded by the criminals) but despite having photos of broken window of car, police report, etc and not claiming for the hire car excess, they refused our small claim for missing items on the basis the items were left unattended (in a locked car!). We were a victim of crime and they refused the claim outright. Totally unacceptable - worthless insurance. Don’t bother.

Absolutely dire service, despite multiple e-mails, loads of attachments and two lengthy calls. I am still where I started. A simple loss of passport and delayed travel, all easily proven (receipts, new passport etc), sum total c £500 less excess is now becoming a pantomine. Four different contacts so far and very difficult language issues.

Been insured with post office for quite a few years. Never claimed. Wasn't trying to claim but unfortunately my wife broke her toe a week before travel. Given all clear by Dr to travel but out of curtesy thought we'd better advise Post office.
The net result of not cancelling our holiday and being honest resulted in £140 charge being added........ Needless to say we will not renew next year and would definitely advise anyone else to avoid them at all cost!! Just another insurance rip off!!

I actually feel traumatised after dealing with Collinsons and Lena Francis! My God! The woman should be a prison screw, not a customer facing. I lost some stuff on the carousel at Gatwick - someone picked up my cosmetics but left a gold bracelet and a sterling silver and amber ring. Obviously this was a mistake - no one steals someone else's electric toothbrush and leaves an 18carat gold bracelet. Amazingly, the bracelet was found. It has taken 11 months to get to a settlement and despite having provided receipts for EVERYTHING in there, I have been offered less than half of the claim. My Tom Ford Lipstick was discounted to £3 - why? Because Lena Francis unilaterally decided I must have used it 90%. When I spoke to her she said she would discount by 10% to 30%.

I realise people make fraudulent claims - but when some of the stuff - the £500 bracelet and the £250 ring were returned, I think you can safely assume the cosmetics were actually lost. I obviously had to buy toothbrush etc when I got there and sent in the receipts. But no. 11 months later and still no payment. ELEVEN MONTHS!!! I chase every few days - this is a full time job

How can a blue chip company like the post office use these claims handlers? It has been a thoroughly humiliating experience. AVOID!!!!!! On top of it Lena Francis who I am assuming is a biological woman took great pleasure is asking why a woman needs HRT and this s not covered - (why not? It was in the bag; I had the receipts received just days before leaving) Such ageism and institutional sexism is just disgraceful.

Terrible company tried to renew my policy ! I finally got through on the phone and after answering questions for 50 minutes st the end the chap cut me off dead I re did everything then again the payment section was down then again went through everything and again 40 minutes later the payment section went down after 4 hours trying I was told twice on two occasions someone would ring me at a certain time and to my disappointment again nobody rang me absolutely terrible service !!!!

They use Collinson to handle claims and they are total shysters - they lie , change their tune, make accusations which are false - absolutely to be avoided at all costs !!!

Exchanged money over the counter to Euros. Scandalously poor rate (1.05 per gbp) They are effectively taking a 10% cut. Avoid

POST OFFICE TRAVEL INSURANCE....

AVOID! AVOID! CRIMINAL COMPANY THAT WILL CRIMINALISE YOU AND RUIN YOUR FINANCIAL RECORD! (Post Office Travel Insurance use Collinson Group for their claims) *THESE ARE CRIMINAL PEOPLE ..MALICIOUS
AVOID! AVOID! CRIMINAL COMPANY THAT WILL CRIMINALISE YOU AND RUIN YOUR FINANCIAL RECORD! (Post Office Travel Insurance use Collinson Group for their claims)

*THESE ARE CRIMINAL PEOPLE WHO MALICIOUSLY DESTROY YOUR FINANCIAL RECORD AND LIFE IF YOU DON'T PLAY THEIR GAMES*

My story begins with a simple stolen money claim whilst in Geneva. I submitted all the documents asked for including a police report (which took 6 hours to get because on this night the main police in Geneva was closed)
Collinson group then reply from a claims handler named Adbul-Muiz. Further investigations reveal what others have written about here, that indeed they are based in Nigeria/South Africa. Collinson contract their services out to staff in Nigeria! You trust your documents to these people? A country with highest UK targeted fraud in the world.
So HERE IS WHERE IT GETS INTERESTING.....The staff in that office ask me for, and I quote "a cell phone bill". We don't call a mobile phone contract, "a cell phone bill", so further proof this is Nigerians! This was AFTER submitting 2 bank statements from FCS registered UK high street banks! Since when does an insurance company ask for further proof of address if bank statements are not enough?

I have been a victim of Identity Theft previously and so I was not happy to provide further proof of address to a NIGERIAN office given they already had 2 high street bank statements and a copy of my passport, so I gave then a slimmed down copy of an ID mobile invoice that had been run through Norton Identity Advisor Plus which removes certain data and adds certain 'blurs' so it does not allow someone to use it to open a bank account etc. but is sufficient proof for a company to check address with the company or from credit reference file.
NEXT THING I HEAR IS COLLINSON HAVE ADDED A CIFAS MARKER TO MY CREDIT FILE!
This marker stops you opening any bank account or getting any financial product for 6 years!!! and will cause all your bank accounts, credit cards etc to be closed!!!
COLLINSON GROUP WILL RUIN YOUR LIFE! AVOID! THIS IS A TRUE STORY, CONTACT ME IF YOU WANT FURTHER PROOF.

Post Office Claim Ref - 590081
Collinson Complaint Ref - 14546832

*THESE ARE CRIMINAL PEOPLE WHO MALICIOUSLY DESTROY YOUR FINANCIAL RECORD AND LIFE IF YOU DON'T PLAY THEIR GAMES*
DR JAMES ALEXANDER

Total FAKE insurance, AVOID this organized, syndicated, and criminal scammers using Post Offices name.

They don’t do anything at all. Don’t rely on them. If you can sue them to make them bankrupt.

Absolutley awful, wish I had read the Trust Pilot reviews before taking this out, they do NOT pay for any cancelled flights (cancelled due to to the airline, completely outside of our control), if the flight is internal or outbound to your destination! This was really not clear in the policy. APALLED that a trusted brand like the Post Office would use these underwriters. Terrible service, Im going straight back to Direct Line as soon as the policy runs out, they were a dream to deal with compared to these clowns.

SCAM do not use Post Office Travel Insurance, this is underwritten by Collinson Travel Insurance who run their company from Nigeria. They have no intention of paying any claims, and make it very difficult for you. The claim website has specific drop down sections and if what you want to claim is not there then that’s it. Also after spending hours inputting claim, the errors appear and you lose the lot. They make sure that anything you claim for is not covered under your policy, even a cancelled flight. You cannot contact them on the phone. I lost £400. Really an utter waste of money, post office cannot be trusted either. You have been warned. Martin Lewis has been informed.

After a lengthy bureaucratic process requesting numerous unnecessary 'proofs' for our lost luggage and taking months to assess our claim the outcome to our claim was to pay us less than £20 !
Absolute mockery to their customers and a waist of time!

Currently my wife is trying to claim for an eye issue whilst in Jamaica. The claim is only for about £350. So far they have lost emails containing personal data, they continue to request documentation that has nothing to do with the claim and continue to be obstructive.

I chose Post Office travel insurance (administered by Collinson) partly due to the 5 star Defaqto rating and I also took out additional flight disruption insurance. We had a bad holiday experience in November 2023 where we had checked in on line but were denied boarding at Heathrow and the airline could not offer any alternative flights for 2 days. We were effectively abandoned and had to find accommodation at the airport and make new flight arrangements. We travelled the next day to Central America but lost out on the accommodation we would have used and got to our destination a day and a half late. We were joining a tour which we missed and had to catch up the following day. We also lost our luggage for a short while.

Well none of this is covered on the insurance policy. Absolutely nothing. Despite have good marketing promises such as delayed flight cover and a good table of benefits the terms and conditions are so restrictive they effectively invalidate what you reasonable believe is covered.

I was suspicious when within 12 hours of making a claim I got an immediate rejection to say I was not covered. When I asked them to look again they said they were very busy and it would take some time. So no problem in saying no immediately.

When I looked into what the Defaqto rating is apparently they do not take account of customer experience or in fact read the policy to see how restrictive the cover claims are.

Lost your luggage? Well it is a policy condition you keep it with you at all times and you will need a receipt for everything in your suitcase!

I thought about asking for a refund for the unused cover as there is table to say the entitlement is 60% but when you read the terms and conditions you have to die first! Its just not reliable travel insurance.

Collinson handle the claims. In June I placed my claim I broke my back and doctors advised against flight. Collinson claim department changed the email address on 4 occasions I am on my fifth call handler. They deducted almost £400 in excess from my claim. One handler wanted a cancellation letter another wanted refund letter another wanted no show letter. One wanted the letters in word format another wanted all letters in PDF. Everything was to delay settlement, finally after 7 months and over 60 emails they have settled minus £400 excess. I will never use them again, they were a cheap option but please do not use these scam artist.