Post Office Reviews 

Last year, I bought my annual travel insurance from Post Office Insurance via their website, not realising that they subcontracted to a business called Collinson Insurance.

I insured a flight from London to Winnipeg that was due to take place in early September, 2025. The purpose of the flight was my annual visit to my mother, aged almost 97. I also planned to stop at two other Canadian cities to visit friends. However, my mother, who had been in good health for a person of her age, died in her sleep in late July, 2025.

I booked new tickets to fly my wife and myself to the funeral in Winnipeg and cancelled the previously booked flight (which didn’t allow me to change dates). When I informed Post Office Insurance by phone, they assured me that I was insured for the flight cancellation due to my mother’s death, pending my submission of the proper documents. They promised a full refund, minus the agreed deductible fee.

That wasn’t the case.

After 10 weeks of back-and-forth e-mails and phone calls, I have run out of options and have to accept the fact that Collinson (Post Office) Insurance have a set of regulations which makes it impossible for me to be compensated for the flight I cancelled. Despite constantly expressing deep sorrow for the loss of my mother, they refuse to pay compensation for my cancelled flight.

The Catch-22 they present is this: despite my presentation of my mother’s official Certificate of Death, and the fact that it was agreed that my mother went to bed and died in her sleep, they require the “exact cause of death”.

I attempted to get this from my mother’s doctor (whom she rarely saw) but he refused to sign a certificate for an organisation outside of the province of Manitoba. I attempted to get the retirement home where she lived to sign a “cause of death” certificate but they also refused. I then approached the Manitoba Coroners Office but they won’t issue anything until the Medical Examiners Report is available, which will take at least a year.

I reported my difficulties to the insurance people via phone and e-mail. They refused to give up their demands for an official “cause of death”. My mother was almost 97. Any reasonable person knows that human bodies simply stop functioning by that age. But this insurance company does not behave like a reasonable person. It behaves like an insurance company. A bad one.

So I have given up my quest for compensation from The Post Office/Collinson Insurance. I urge anyone thinking of paying for travel insurance to avoid these companies. Their demands for unobtainable paperwork are inhumane and unreasonable.

Terrible company to have for insurance we went on holiday four of us and unfortunately we left a passport at home. It got mixed up from my mother that passed away six months ago. Instead of my sons had to miss the flight and rebook the flights again and the baggage we took out the premium package and yet they tell us that there was no way that they could reimburse anything in our claim of the flights and the baggage that we had to pay extra avoid avoid avoid terrible company

Just returned from Trip abroad and had to visit hospital claim totalled £62.00 when converted to British pounds. Said it was £125.00 excess just for putting a claim in so I have to pay £62.00! . Won’t let me retract the claim. Was and am shocked to find out that it is not the post office you are dealing with when buying travel insurance but that they outsource to an insurance company. Having never had to claim on travel insurance ever before. It now seems that having purchased an annual insurance for over £120 or there about and having to pay £125.00 excess for nothing it appears I have paid the insurance company 245.00 for nothing having had to pay my own medical expenses. Won’t be using Post Office travel insurance again. I submitted all documents so time involved by “ post office” was two emails from them and 5minutes telephone call which I paid for. Just read more reviews and seems I am not alone. With the negative comments how are post office allowed to continue trading. Wasn’t aware the call centre was in South Africa. Deffo going to contact financial ombudsman. If it comes to nothing at least they are aware of issues with Post Office and company they outsource to. All this negative feedback, there is a lot . To be fair there are a couple of positive ones amongst the many negative ones.

Avoid at all costs I went with post office as I thought it would be good. How wrong I was.

Do not use Postoffice travel insurance!!
it’s the biggest waste of money and rip off. You are not covered for basically anything and what they do is they will wriggle out of it due to the wording on the policy. They have no with to help you. My son and I was stuck due to a problem in Zanzibar because of the situation in Tanzania. We were stuck in an airport for 14 hours and lost our Hotel. They wriggles out of it because there was a “situation” in Tanzania
They are a joke!

DO NOT USE THIS COMPANY FOR TRAVEL INSURANCE! Was meant to get a £3k refund and they have sent £200!!!!! Post office don’t even deal with the claims they outsource it to a terrible company!

Please Please Please do not use Post Office Travel Insurance. I made a claim 3 months ago and they have used a South African Claims handler and they are very unhelpful, taken every opportunity to delay, ask for more information mostly repeated, changed the claims handler and generally be obstructive. I cannot get to a settlement

Zero stars.
I had an annual travel policy and halfway through its term, and four weeks prior to a trip to Asia, I suffered a heart attack.
I contacted the company to inform them of my illness and it transpired that they could no longer cover me and would have to cancel the policy and offer a pittance of a refund.
Initially, I asked them not to cancel immediately because 1) my wife was still named on the policy and she would still be covered and 2) if I could not get cover elsewhere, there would be a potential claim for the proposed trip that would have to be cancelled.
I eventually got (better) cover with another provider and contacted Collinson to go ahead with their propose cancellation and provide the refund which was in the region of 70gbp.
Never in my life have I had to deal with such incompetent agents. It seemed the call centre was based overseas and they were reading from a script. I was passed from pillar to post and unbelievably, I was told to claim for the refund through their online claims portal which was bizarre.
The online claims process was obviously targeted for those claiming for travel related issues…not refunds.
My ‘claim’ was denied because I didn’t provide evidence I had a heart attack!
I emailed the company in an attempt to explain my predicament and received a summary of what they perceived to be my grievance which was surprisingly correct.
I was informed it would take forty days to ‘investigate’ my ‘claim’.
Thirty days on, I have just received another email from this shambles of a company telling me the investigation is still ongoing and could take another 21 days…unbelievable.
I never wanted to cancel this policy…I had to pay nearly a grand to get cover with another provider. It was post office insurance that would not cover me and it was they who offered the paltry 70 pound as there was still another 6 months remaining.
All I want is the refund that I was informed I was entitled to.
Please avoid this company at all costs.
I dread to think how they would respond if I had my heart attack four weeks after it occurred while abroad.
Save yourself the hassle and book your travel insurance wisely…this company looks as though it will try to look for any reason not to pay out. This situation is still ongoing and I am now in the process of filing a case with the FSO.
AVOID.

4 day trip to Venice,KLM lost our luggage!Contacted post office for help from the travel policy we took out for our holiday and!!!!They require you to proof ownership of the items in your case,with receipts or pictures of you wearing the items……..🤬Blown away!!!!Absolute waste of time and money!!!Avoid at all costs……….

I have just bought €400 from our local post office. It cost me £388. It was after the clerk had counted and we went through the payment I asked the exchange rate. It was just over 1 euro to the pound.
Once home, I googled my mistake and found i could buy €400 at Sainsbury's for £353.
£35 difference. I shall avoid post office from now on.

Do not use! There are so many clauses with the cover they will never pay you out ! I have had another negative experience with PO I had come down with the flu so flew home and cut my trip shout because I could not take care of my son and a trip due to my illness my son also had autism which made things a lot more difficult. When I got home and called post office knowing that I was covered for cutting a trip shot, the excuse was I didn’t tell them sooner. I think this is absolutely disgusting. It doesn’t matter if her phone him before I When I got home and called post office knowing that I was covered for cutting a trip shot they excuse was I didn’t tell them sooner. I think this is absolutely disgusting. It doesn’t matter if I phone PO before I fly home or after I fly home - the fact of the matter is I had to cut my trip short !

Don't use this service. Their travel insurance excludes delays to travel which is one of the most basic features of travel insurance.

My family was in Hong Kong and due to travel to Australia the following day. A Typhoon caused the flight to be delayed and we booked an extra night in a hotel to wait. The airline emailed to say we could use their email to support any travel insurance claims.

On return from the holiday I made the claim and received the rapid response that delays to travel were only covered under a separate, costed option.

My mum purchased post office insurance annual cover. On holiday in Egypt June 2025 unfortunately my mum became ill with gastroenteritis and was admitted to hospital. The lady who spoke to me was very helpful. Unfortunately my mum passed away a few hours after admission to hospital and the lady phoned me straight away offering her condolences and set everything in motion to get mum repatriated back to the uk and explained the whole process. She kept In contact with me daily and the international funeral directors they assigned to my mum also kept in daily contact. Can’t fault their service at all,they certainly made an absolutely devastating situation a lot easier for us as a family. Mum was repatriated within 7 days and collected at the airport and taken to her funeral directors. First class service for us as a family and I can’t thank the post office insurance enough.

This is my first expirience in my life with travel insurance, single trip. I claimed my money back next day after when I paid medical expenses in hospital and in one week I had a phone conversation with a lady, she asked additional questions and I got my money back, full amount expect excess, noticed in my policy. Was worried after all these negative reviews, but personally I can recommend.

Post Office Insurance via Collinson Insurance.
Advised by my fathers GP not to travel as recent diagnosis with cancer. Collinsons have made the whole process impossible and unbearable, almost to the point accusing me of knowing that my father would 'contract' cancer and therefore pre-empting my holiday cancellation! They have had numerous GP letters, hospital statements, bank statements. We are now in month 3. NEVER EVER AGAIN!

Post office in name only, fobbed off for weeks now after paying extra for phone insurance. I feel robbed.

They say it says post office, Insurance but sub it out to some no name no mark insurance company leave well alone do your research the post office are awful….

Avoid Post Office Travel Insurance

My flight from London Gatwick to Guangzhou was cancelled in May 2025. China Southern Airlines confirmed in writing it was entirely their fault due to internal airline reasons. Despite this, Post Office Travel Insurance refused to pay me anything — not even for airport costs, food, or accommodation.

Their excuse? The airline didn’t use their “approved” wording like “technical fault” or “crew shortage.” As an ordinary working person, I lost nearly £2,000 through no fault of my own.

Post Office Travel Insurance hides behind technicalities to avoid paying valid claims. I will never use them again, and I strongly warn others to think twice before buying their policies.

Dreadful response time. Took 8 weeks and 10 different advisors for a small claim. Asked multiple times for paperwork I had already emailed. Avoid Avoid Avoid

I would strongly advise against using this policy. I bought the policy really for medical cover (which I am very glad I did not use). While away in South Africa we were burgled in our Airbnb apartment. Money and phone were stolen to the value of circa £1,000 and I made a claim (a nightmare on internet claim form) for the maximum £750. I sent a copy of the new iPhone receipt and info for other items stolen together with the police report of the burglary. They asked for receipt of original iPhone which I provided. They asked for confirmation I had cancelled the phone service and to give them a code which I got from O2. They then pointed out to me that phones are “gadgets” and were not covered!!!! Upshot was £100 sent to me. My fault for going for the cheapest. I now use a reputable insurance company with transparent cover that I hope I do not have to use but in the event I do - will have the confidence that they will be a partner rather than an adversary in sorting out any claim.

Tried for hours to put in a claim form just went round and in circles , eventually I e mailed them directly to eventually get told my I pad wasn’t covered by the travel policy .wont use them again .