Post Office Reviews 

See below for an update - they paid up, thankfully. A few days ago I wrote the following - the parts about the online claim form are still valid. Suggest avoiding at all costs based on experience of claiming for a ski accident in the past month - and clearly others are getting similar responses. We tried their online claim portal thinking that would be an easy way to upload receipts and other documents - but the link doesn't work - and not just a temporary fault. Their telephone claim process does appear to function as I registered the claim with them, gave them details of all expenses occurring and they helpfully said they'd even process the claim purely on trust with no receipts sent to them. I thought this was suspicious - and 2 weeks later phoned again when we'd heard nothing. They said the payment "was under review" by their payments team and it usually takes 1-2 weeks to go through. We're now 4 weeks after the original claim having heard nothing - my feeling is that the claims agents you speak to are trained to log the claim, pretend some action is being taken, then move on to the next call. So no complaints about them being unhelpful. We are phoning them again after the Easter bank holiday. But the signs are not good - and we think we'll be raising the matter with the financial ombudsman - if a formal complaint letter receives no response - or payment. Only issue with that is it's very difficult to find contact details for them from their website - they are clearly a pretty shabby organisation that serms to have learned little from their systems scandal that was so badly handled and showed them to be so uncaring. Will leave a further review if/when we get any more progress or news. Maybe I might get a pleasant surprise

I became ill abroad and we were unable to get one of their doctors to help so had to ask the hotel to get us one. When trying to claim they are taking off the excess of £150 when it was down to their incompetence that we could not get one of the air doctors to come to us

Absolutely unacceptable experience – 4+ months and still no payout

I would strongly advise anyone to think twice before taking out travel insurance with this provider.

I submitted a claim on 16/11/2025 following a Category 5 hurricane which completely disrupted our holiday in Jamaica. We were evacuated to a shelter, lost access to our accommodation and all facilities, and incurred additional expenses to return home safely.

It is now 31/03/2026 – over four months later – and my claim is still not resolved.

Despite repeatedly providing all requested documentation (multiple times via email and their claims portal), I continue to receive generic responses asking for the same information again. There is clearly no proper handling or progression of the claim.

What is particularly frustrating is that:

Other travellers affected by the same incident have already been paid out by their insurers
I paid for enhanced cover including natural catastrophe protection
TUI have confirmed they will not provide any refund and have explicitly directed me to my travel insurer for compensation

Yet, the insurer continues to delay without providing any meaningful update or timeline.

At this point, it feels like a deliberate attempt to stall rather than process a legitimate claim.

I will now be escalating this to the Financial Ombudsman Service.

Extremely disappointing and stressful experience during what was already a very difficult situation.

I would not recommend this insurer based on my experience.

Do not use this company, trying to claim iis almost impossible. They ask for something, then something else, then something else. Get the pattern all trying to stall or put you off from claiming. Been trying for 4 months, still no joy.

Do not use them , we paid a lot of money and added trip disruption cover for our trip to Vietnam via Abu Dhabi and we tried for hours of or help but they don't respond.
Absolute waste of money.
Charlatans is how I can best describe them.
Absolutely useless

Completely let down by the Post Office. Came back from Cape Verdi, had to claim as we were unfit to travel. I sent all the forms, receipts for hotel extra stay, new flights, medical bills etc on 10/1/2026 and still no settlement. I have phoned over 20 times, emailed around the same times and still nothing. Every phone is, your calls been escalated to a manager and nothing every happens or you get no replies.

Very poor service, after being with this company for 4 years I won't be renewing my policy with these going forward, people take out policy and hope for understanding company to step in and look after you when the worst happens , sadly this never happened and just a basic claim from a deposit claim should not take months to complete and countless emails, I would advise people to steer clear and look for alternative company's that look after clients

Paid £553 for a year cover with cruise cover for my husband and I, unfortunately we missed a day and night of our cruise due to no fault of our own, and they refused to compensate as I did not have delayed cover apparently, £553 and no delayed cover, scammers!

3 months and counting for a claim to be finalised, no idea if they will even pay out. Cant speak to a claims handler, request to speak to a manager, waiting for a callback could be 24-48 hours, if at all. They ask for paperwork to support the claim, then weeks later ask for something else, then don’t understand what you have given them eg, extra costs for seat reservations, have they never flown? It wasn’t a cheap policy , we have complied with every request but it really is the most frustrating experience and causing a huge amount of stress

If I CAN GIVE THEM ZERO I WOULD LOVE TOO!!!

I am writing to formally address the cancellation of my flights QR 1213 and QR 05 on 28 February 2026, which were scheduled to travel from Abha, Saudi Arabia, via Qatar to London Heathrow.

While I appreciate the £25 compensation provided for the initial delay, I must express my disappointment regarding the handling of the subsequent flight cancellation. This cancellation caused significant disruption to my travel plans, resulting in unexpected additional expenses, which I believe should be covered under my policy.

I have attached the following documents for your review:

- Original flight itinerary
- Confirmation of the £25 compensation received
- Receipts for expenses incurred due to the cancellation

I would like to draw your attention to the fact that my policy includes coverage for airspace disruptions. Given the circumstances surrounding my flight cancellation, I believe it is only fair to reconsider my claim. The inconvenience I faced was substantial, and the compensation provided does not adequately address the financial burden I incurred.

I kindly request a thorough review of my case and a prompt response regarding any further compensation that may be due. Thank you for your attention to this matter. I look forward to your swift resolution.

I specifically paid extra for additional cover including Trip Disruption, Airspace Disruption and Terrorism because I was travelling internationally and wanted protection against events outside my control.

My flights between London and Malaysia were cancelled due to airspace restrictions linked to the Iran situation — exactly the type of disruption a reasonable person would expect this cover to apply to.

The claim was rejected using a broad “war exclusion”, which effectively means the disruption cover I paid extra for becomes useless whenever geopolitical events actually disrupt flights.

In other words, the policy appears to offer protection in theory, but when a real-world disruption happens, a loophole is used to avoid paying the claim.

Selling “airspace disruption” cover while denying claims when airspace is closed is, frankly, hard to see as anything other than deeply misleading.

Customers buy insurance for peace of mind. Discovering that the cover doesn’t apply when you genuinely need it most leaves a very sour impression.

If you are considering this policy, read the small print extremely carefully — because the cover you think you’re buying may not be the cover you actually get.

In October 2025 whilst in Canada I broke my finger and then fainted, someone saw me collapse and called an ambulance. They identified an abnormal heart rhythm and following tests I had open heart surgery to remove a atrial myxoma ( benign tumour)from my heart. After 6 days in intensive care I had a pacemaker fitted as my heart would not beat normally. I was subsequently repatriated accompanied by a Dr.
My experience is in 2 very different parts
The medical assistance team were absolutely fantastic and helpful from the outset.They made a traumatic time easier and maintained regular contact with my next of kin in Canada throughout the whole process.
On my return to the UK medical bills from Canada started arriving and despite being forwarded onto Collinsons the bills took several reminders to settle even though I was assured on the phone they were being dealt with. I have outstanding medical bills in excess of $8000 and Collinsons keep asking for the same information which I have already supplied on several occasions.No one person seems to deal with my claim and I have now had to escalate my complaint to their complaints dept before I refer it to the ombudsman.

The test of travel insurance is when you need to claim. I became seriously ill when I was supposed to travel and the response of the post office was truly awful. The man I spoke to on the phone openly doubted that I was ill and they made it extremely difficult to make a claim and ensured that, when my GP confirmed my illness, they gave me the smallest possible amount.

Absolutely horrible experience - do NOT choose this travel insurance. I initially made a claim to cover a hospital invoice resulting from emergency treatment while on holiday abroad. After providing multiple documents and paying for the excess, I was told the claim would be processed and the invoice would be paid by the insurer. After several months, I received a payment reminder with a penalty from the hospital as the invoice had not yet been paid. I called the post office claims team only to be told they did not understand why the invoice had not been paid. I was assured it would be, but then received a standard reply email, requesting all of the documentation I had already provided. I kept chasing by phone and email, but did not get through on the phone and received no further communication on email. In the end I was forced to pay the invoice out of my own pocket, because it had been sent for collection with the risk of legal action and damage to my credit score. At this point the invoice had incurred two penalties on top. Absolutely diabolical experience.

Shocking, you would have thought you can trust post office for insurance, been over two months and haven’t got anything back, might as well don’t bother whit them, had to pay everything up front and to speak to somone about a claim is nearly impossible. Absolutely avoid!

DO NOT USE THE POSTOFFICE/COLLINSON TRAVEL INSURANCE!
Someone stole my handbag airside at the airport with my passport inside it so of course I couldn't travel and now they refuse to pay out my claim. I sent them confirmation documents from Heathrow, BA, Metropolitan police as well as the Swedish police that my bag was stolen so I'm not sure how else I can prove that it was gone. Someone stashed my bag and I did get it back almost a week later but I missed my holiday.

Worst experience, chose Post Office as I thought it was reputable, ran by Collinson Insurance - this is a scam. Blocked my email when I tried to follow up on a claim. Avoid at all costs you are NOT covered with this insurance.

Resolution … Claim escalated to Collisons Complaints Drpt , thence to underwriters , who acknowledged the bag was ‘ stolen & recovered 6 days later ‘ , allowing the evidenced , actual financial loses , incurred , to be paid out for the most part … all down to the extraordinarily knowledgeable & reasonable Trevor the claims adjuster , who presented our situation to the underwriters … without his intervention , this qualified claim would not have been resolved .
Claim less x2 £75 std excess paid immediately on resolution

This PO Travel Ins supported by Trevor Claims Adjuster of Collinsons negotiating with the underwriter … Result

I will stay with PO Travel Insurance for all my family & friends travels

Corporate Fraudulent denial of evidenced & exhaustively documented losses & claim . Dayna Kearns Claims Dept
Passport stolen airside Gatwick , unable to fly , holiday over
x6 days later stolen passport recovered .
Police & BA Airport services all documented
PO Insurance & Dayna Kearns refused the claim , terming passport ‘ lost ‘ … liar
PO Travel Ins Claim Ref 825319
This is Ins Fraud by PO Travel Insurance
DO NOT BUY TRAVEL INS … it’s worthless
The passport bag money cards house keys the world was ‘ stolen airside ‘ where everything is on camera … x6 days later it is subsequently recovered

it is not lost

Ski Injury- medical only claim £1400.
Initially frustrated by "front-line" defence where they insisted on bank statement showing "total cost of holiday". I explained I could not, and would not provide this (friend organised trip) and their request was unreasonable for a medical only claim.

I requested claim be processed by Senior Claims Advisor and was paid in full in two weeks.

Process a bit frustrating and their communication could be better. If you feel "wronged" remember to use AI to help understand their justifications, or if you have a genuine claim that is being blocked.

I had a car accident in August 2025 which was not my fault I had broken vertebrae and sternum not to mention the soft tissue damage and endless physio therapy to follow. Obviously I could not travel on our holiday which was two weeks after the accident. The accident trauma was awful. I have gone through many documents from the spine consultant A&E departments and Paramedic/ambulance reports. They have had everything along with my proof of holiday cancelation with Jet2. They then wanted a GP report to prove I could not go on holiday which I had to pay £24 for a letter from my surgery back in October. As we speak I am now on hold for 25mins to try to talk rather than endless emails trying to get someone to respond when my claim will be settled. Great service NOT August now Middle of February and nothing. Do not use this company I will take this further I think now with some authority's and full report this service. I had annual insurance with them for me and my partner. Avoid Post Office insurance.