Collinson Group Reviews 

We used Collinson through Post Office Travel Insurance, thinking the Post Office brand meant a level of quality and service. How wrong we were. The claims process seemed intentionally difficult, the documents portal didn't work, many of the claims support team we spoke to were unhelpful, emails weren't responded to for weeks, and when the claim was finally approved, the amount paid was incorrect. We will definitely not be using Post Office travel insurance again.

We returned from our cruise holiday on the 6th of February and contacted Collisons direct to put a claim in. I received a response within a few days asking me to phone.
All well and good but after phoning 5 times on four seperate days no one answers. Just music. I resorted to sending several e mails asking someone to ring me back or respond to my e mails. No response.
Having paid over a Thousand pounds for my policy for 12 months cover I feel let down.
Update 27th Feb.
Having tried to phone 5 times using number 1 on choices of menu I decided to choose number 2 which is for existing claims.
Waited a couple of minutes and someone answered. A very polite woman explained why they couldn't answer quickly as they were inundated with sorting claims from people who have had accidents from people on winter holidays ski ing and the like.i accepted this as it makes sense.
We discussed my claim as I had already sent my documents through to them a while ago but didn't have a claim number.
It literally took her 5-10 minutes to agree I had a valid claim because the documents I sent said it all and included everything she needed to know. Gave her my bank details and the money will be in my bank within 5 to 10 days. She gave me a claim number and sent me an e mail confirming everything straight away.
So.
Getting in touch was quite painful at first but I can't fault the service once I got through to them hence the change from 1 star to 4 star.
I hope they don't take my e mails personally.

I am trying to make a travel insurance claim which I took out with Saga not Collinson as I trusted the Saga brand however Collinson have put up so many hurdles and red tape making it almist impossible to pricess my genuine claim. One thing gets sorted then something else is required on their form not the Drs form and all they are doing is trying to frustrate the consumer in the hope they will drop their claim as it becomes such a hassle. Avoid Saga travel insurance as its not them you will be dealing with when the time comes. Thank god I am not dealing with a repatriation or medical issue overseas, merely a cancelation of a few hundred pounds.

Absolutely not up to the job. I was in the unfortunate position to have to make a claim. After having an accident in July 2025, it took them 7 months and constant e mails and far to many telephone calls for this business to eventually pay out a pittance of the money we had spent over and above what it costs after spending 3 additional weeks on a 2 week holiday due to an accident. The initial cost of insurance for a two week holiday cost me nearly £600 for their cover, so one would have thought re the price that you would have plenty of cover for expenses. NOT 🚫 the case with them. Absolutely extortion in my opinion.STAY AWAY FROM THIS COMPANY FOR TRAVEL INSURANCE. That's my opinion. !!!!!!

Only paid out half my claim and gave no reason why this was. Put up a one-star review and they contacted me.

Sorted now. 3-star is fair.

Terrible experience thus far. Do not use this company or any company associated with them such as The Post Office.

Making a claim has been incredibly stressful at a time when I'm learning to walk again post skiing accident. Both mentally and financially!

As others have alluded to they use avoidance and delay tactics:

- Not saving down the documents or reading the context provided in my email/calls. I have clearly laid out the purpose and background of each when sending information.

- Asking for clarifications that have already been provided via email and phone calls. Having suffered a traumatic injury I don't want to relive that day every time I discuss my claim.

- Incorrectly interpreting documents getting basic figures wrong and incurring further delays through false queries.

- Failure to request all the required information from the outset.

I will be making a formal complaint followed by an escalation to the ombudsman if necessary.

Trying to make a clam whilst on a trip covered by Post Office Winter Sports cover, underwritten by Collinson Insurance, when you click on the postoffice.claimhere.co.uk to make a claim the site is flagged up as unsafe. The following message is displayed:
This site has been reported as unsafe
Hosted by collinsoninsurance.freshdesk.com
Microsoft recommends you don't continue to this site. It has been reported to Microsoft for containing phishing threats which may try to steal personal or financial information.
So I tried the phone number, after an hour of being on hold I gave up. I am sure companies make it as hard as possible to register a claim in the hope that they have had your money and people give in!

Although completing forms and gathering required information was time consuming, once done the claim was handed promptly.

Made a claim on Saga insurance after we had to cancel a holiday at very short notice when my brother took seriously ill. I’m his next of kin. The claim was a bit of a hassle. We had to pay for a report from his GP
( though I can see why) and provide a few other receipts and forms etc.. But got email about 2 weeks later saying they’d give us about 75% of what we’d paid. Money arrived the next day.
Overall we were happy especially as we’d taken the cheapest insurance available. Very professional service. Thank you.

Thankfully the experience with SAGA was smooth sailing g after the airline ‘lost’ my case, which was devastating enough.
Having never made a claim before I found this process easy but I did send them every single prove if I go and paperwork I had in the matter, the pay out was swift in my view. (Don’t fly Brussels airlines).

After the stress of the accident it was straightforward to speak to a member of the claims team, who was able to walk me through the process, to a successful conclusion

Absolutely terrible!!! Would never use this company again. The portal didn’t work, the agents never got back to you, the amount of material you had to provide for the claim was ludicrous. The excesses charged on each person rather than for the full bill. The follow up was poor.

My experience unfortunately was anything but positive with this company unfortunately for a variety of reasons. I have never dealt with such a difficult company that took over 4 weeks to get any kind of small compensation back.

1. The company hardly ever picked up the phone despite calling multiple times a day.
2. They always ask for documents you have already sent multiple times.
3. They continue to tie up every claim in endless action less info requests.
4. They gave me the bare minimum compensation when they should have given me far more back.

If I had the time I think I would be more proactive to report to a more serious watchdog or ombudsman. I am very disappointed choosing this company.

Diaboloical.
Do not use this company or any company associated with (example Post Office Travel Insurance)
Making a claim is by way for more stressful than dealing with my husbands ski accident. How can that be ??
They use avoidance and delay tactics.
The left arm doesn't know what the right arm is doing.
Worse than useless.
Formal complaint coming their way, followed by an escalation to the financial ombudsman.
This kind of behaviour is criminal.

Update 24th Feb. After the reply on here from Collinson I got in touch and provided the requested information. A day later I did receive an email from a claims handler asking me for the invoice from the holiday which has been emailed to them at point of submitting claim on 26 January and members of their team already confirmed they had received all,paperwork on 30 january, again on 11 february and again on 19 february.
I do not appreciate these avoidance tactics, which in reading the reviews seem to be a recurring theme.
Please dont treat us like fools when we are claiming for something we have already paid for and dont use this forum to pay lip service.
Formal complaint coming your way.

Unfortunately we had to cancel our cruise holiday in May due to my husband’s illness. I contacted yourselves this Monday with all the information you requested and today I have received my deposit in my bank account, brilliant service. I would definitely recommend saga insurance to my friends and will use you again thanks.

Polite and efficient in processing our Saga Insurance claim

Been waiting two months now for a cancelled cruise claim to be settled.Every week I'm told the same old story,"it's with the verifications team".Absolutely no idea whether it will ever be sorted.Neither Collinsons,(nor their brokers),customer portals even recognises we have a policy,so I have to spend hours waiting on the phone to find out that nothing has happened.We've bought cover from this firm for three years now,I doubt there'll be a fourth...
Edit: despite getting a response to the above immediately,another week has passed.Been waiting 20 minutes on the phone to the claims,”helpline”,with no response.What a surprise!.

We booked travel insurance through Collinson Group for a holiday to Cape Verde, due to depart on 8 January.

Two days before travel my husband became acutely unwell with fever, delirium and was unable to get out of bed. Our GP diagnosed a chest infection with possible strep throat and advised he was not fit to fly.

Following Collinson’s instructions, we paid £100 for a medical certificate confirming he was not fit to travel and also obtained written confirmation from easyJet that we did not board the flight. All documents were submitted promptly.

Two weeks later, instead of progressing the claim, we have now been asked to provide two years of my husband’s full medical history. This was not mentioned at the outset and feels excessive for an acute illness that was clearly diagnosed and documented by a GP.

We have complied with every request and incurred additional costs at their direction, yet the claim continues to be delayed.
This has been a stressful and frustrating experience at a time when we were dealing with illness and a cancelled holiday. I would expect clearer guidance at the start of the process and more proportionate evidence requests.

The efficiency, the simplicity and the friendly staff.

Very quick and easy to make a claim.