Outbacker Insurance Reviews 

Reply from Outbacker Insurance

Nov 9, 2022

Thank you for your review.

We are sorry to hear that you've been affected by the delays at CEGA (the claims handler appointed by the insurer of your policy). Normally a claim of this size for medical treatment would be paid directly to the hospital so that you are not left out of pocket while the claim is processed. As you've had to pay and reclaim due to the treating hospital not following the normal process I've asked CEGA to prioratise your claim given the amount. You should hear from them within 5 working days and if you do not please contact us so we can assist further.

Reply from Outbacker Insurance

Oct 27, 2022

Thank you for your review. I am sorry to hear that you feel unhappy with your purchase from us.

I've had a look in to the policy you purchased and am unsure why you feel that you don't have cover beyond medical, your policy includes (among others) the following cover per insured person:

£200 Travel Delay Cover*
£500 Missed Departure Cover**
£500 Travel Disruption Cover**
£1000 Baggage Cover (loss, damage or theft) **

* with no excess
** minus the excess you chose at the point of purchase (you chose an excess of £150 per person per claim, and where offered alternative options with a £50 and £0 excess at the point of sale).

Our polices do not include phone and gadget cover as standard but this was offered to you at the point of purchase to cover between £1,000 and £3,000 of phones and gadgets depending on the option you selected (you did not take this optional cover).

In terms of your recent extension to your policy we offer you the ability to have multiple policies linked back to back up to an 18 month overall trip limit, all extension prices are based on the retail rate of the product applicable to all customers on the date you request and pay for your upgrade, unfortunately in the two weeks between your initial request for quote and purchasing our pricing had changed.

Prices have increased since your original purchase across the market ( we explain why in one of our FAQs - https://www.outbackerinsurance.com/content/how-we-price-insurance-v1.pdf ), prices do decrease with the length of duration of any new policy as an element of our costs relate to the setup and maintenance of a policy regardless of it's duration for example at our current pricing a 4 month policy is £69 a month, a 6 month policy is £65 a month and a 12 month policy is £47 a month.

While you can upgrade your area of cover or add on optional extras at any time you can only downgrade your cover when you extend your duration. In your instance at the point of extension we could not offer you a reduction in cover level as you already had the lowest level of cover, could not remove any optional cover as you hadn't taken any and could not downgrade your area of cover as you wished to extend for 4 months and for just under 1 month of that you would still be in the US - we could have in theory split your extension in to a one month Worldwide and a four month Worldwide excluding USA policy but this would have worked out more expensive than your four month Worldwide extension (due to your dates you'd have had to insure 5 months rather than 4 if splitting the policy as backpacker policies are rated by full month of cover).

There are a number of companies that offer you the option to purchase a policy whilst abroad though would note these are usually more expensive than our policies.

Reply from Outbacker Insurance

Oct 18, 2022

Thank you for your review.

We are sorry to hear that you were affected by the backlog at CEGA (the claims handler appointed by the insurer of your policy) and that it took around 2 months to process your claim.

I've had a look at your claim with CEGA and can't see that your request to review the exchange rate used has been logged in their system. I've therefore asked CEGA to have a look in to your case again based on your comments and to contact you as soon as possible, this should be within the next 5 working days. If you don't hear further from them within this period please let us know so we can assist further.

Reply from Outbacker Insurance

Aug 18, 2022

Thank you for your review.

I've had a look and can't see that you've contacted us since making a claim so can only assume that you are referring to e-mail to CEGA (the claims handler appointed by the insurer of your policy). Per the information at https://www.outbackerinsurance.com/claim_info.php which was also provided at the point of claim they are currently extremely busy and it is taking beween 8 and 10 weeks to process a claim and you shouldn't expect to hear from them until a handler picks up you case (it is much more efficient and helps clear the backlog quicker to work through cases in order).

We are sorry to hear that you are unhappy with this and I've therefore asked CEGA to review your case on an expedited basis, please let us know if you do not hear from them within 5 working days.

Reply from Outbacker Insurance

Aug 1, 2022

Thank you for your review.

I've reviewed your policy and you appear to have both attempted to make a claim and to cancel your policy.

If you wish to proceed with your claim there are currently delays and you should expect to hear from the claims team after they have reviewed your claim in around 8 weeks. We can only apologise on behalf of CEGA for the delays they are experiancing. These are due to the volume of cancellation, travel disruption and COVID claims they have received in the last several months.

If you do wish to cancel your policy then per our agent's response you will need to confirm that you no longer wish to procced with your claim.