Insure & Escape Reviews 

In March 2025 my wife and I were about to take a holiday and were looking to book travel insurance. As we normally make more than one trip per year we opted for the annual cover. We are in our 60's and purchase cover each year and have never had the need to claim but this year was different.
In July, we booked a package week away to Majorca with Jet2 commencing 16th October 2025 and were very much looking forward to it. Out of the blue on August 15th my father in law had a massive stroke and admitted to hospital where he sadly remained until his death on 6th October. It was a heartbreaking time for us as you can imagine. The family set about planning the funeral and under the circumstances we felt that it wasn't right to take the aforementioned week away, particularly to support my wife's sister and family. When we had all the appropriate medical documentation we were able to make plans for the service which took place on 22nd October, a day before we were due home had we elected to travel.
Once we had dealt with arrangements we contacted our insurance company to see if we could claim. Immediately we were pushed to a third party claims handling company, Rightpath, whose agent Ashley Salmon has led us a merry dance since. This has culminated in his heartless response today which I have posted below.

We thank you for your correspondence in relation to your claim for your cancelled trip.

We have now received this report back from the GP.

Having reviewed this report, we wish to refer you to the HEALTH DECLARATION AND HEALTH EXCLUSIONS section of your policy wording where it states:

"EXCLUSIONS RELATING TO THE HEALTH OF SOMEONE NOT INSURED ON THIS POLICY, BUT WHOSE HEALTH MAY AFFECT YOUR DECISION WHETHER TO TAKE OR CONTINUE WITH YOUR TRIP

You will not be covered for any directly or indirectly related claims (see note at the end of this section) arising from the health of a travelling companion, someone you were going to stay with or a family member if at the time your policy was issued you were aware:

• they have been receiving medical treatment or consultation at any medical facility for a medical condition in the last 12 months;
• they have been awaiting medical treatment or consultation at any medical facility or have been under investigation for a medical condition;
• that a doctor had diagnosed them as having a terminal condition, or that their medical condition was likely to get worse in the next 12 months."

We note that from the medical information we have received Mr Cunliffe was taking medication for atrial fibrillation and therefore was receiving treatment within the last 12 months.

Unfortunately, as third party claims handlers, we must assess your claim in line with the specific terms and conditions laid out within your policy wording.

As they were receiving treatment for this condition at the time of purchasing the policy, we regret that we have no alternative other than to decline liability for your claim in this instance.

It really saddens me that we live in a society that will use whatever it needs to, in the name of profits and greed. At a time when a family is hit so suddenly, without warning and left grieving the loss of a loved one, we are met with no empathy in our suffering. You would be doing me a big favour if you bought your travel insurance policy elsewhere.

Hands down the worst experience! Avoid this company at all costs, because trying to process a claim will send you spiralling into a dark abyss! In a nutshell, I was admitted to hospital and unable to fly, so I rebooked a new flight because the budget airline was no help. After 2 months of endless emails, submitting all the PDF evidence, hospital letter, flight receipts, etc, etc, they eventually found an illogical excuse not to compensate me for my entire £250 claim. I dread to think what would happen in a serious medical situation or with lost luggage. Insurance at its absolute worst, utterly incompetent!!! AVOID.

I am really disappointed at this moment in time & I am unsure on whether it’s Insure & Escape to blame or AXA as they are underwritten by them.
My claim was accepted on 19th of September 2025 after my 4 year old son was unwell in Spain. The letter I received on 19th of September with the acceptance of my claim & the amount to be paid stated it would be with me within 7 working days. It is now 13 working days later & I have still not received any funds. I have emailed twice to ask what is going on & I phoned twice last week. When I spoke with axa they stated that there is a problem with their payment system, the original staff member I spoke to told me it would with me by Friday 3rd of October which it wasn’t & the staff member I spoke to Friday said it could be another 5 working days but he isn’t sure, he couldn’t tell me what the problem was with the payment system but I find it very hard to believe that a global company like AXA has been unable to fix their problems in a week, surely this is unacceptable?
I would like to know when my funds are going to be received as this situation is causing unnecessary stress!
I will definitely not use again in the future sadly.

Worst company I have ever encountered. Do not sign up. Scam!!!!

Update - AXA have upheld my complaint, offered compensation and I have accepted.

I have therefore amended my review as promised, the situation was distressing but AXA have done the best they can to resolve - for that I am grateful and thank them.

Update - AXA have responded this morning by email so thank you AXA (genuinely) I do appreciate it and I hope I will be able to positively amend this review.

I have raised a complaint regarding the complete failure of the medical assistance service provided under my annual family travel insurance policy and my daughter’s separate annual policy.

At 00.30 7th September, my 19-year-old daughter required medical help while on holiday in Portugal. She was unwell, distressed, and alone, but instead of receiving support, she was left to navigate a dysfunctional system that worsened her anxiety and delayed treatment.

What happened:

I logged into the policy page and was reassured to see “click to speak to a doctor.”

My daughter called the number provided, but instead of a doctor, she was connected to a call handler who told her to download an app.

The app requested an access code that she did not have. When she explained this, she was patronised and made to feel incompetent.

I called on her behalf and was told to enter her policy number. This did not work. She called again, only to be told—again without empathy—that she was doing it wrong.

Eventually, another agent admitted that some policies had no access code generated and nothing could be done until Monday. This was on Saturday night Sunday morning while my daughter was unwell abroad.

After 1 hour and 40 minutes of stressful, circular calls, my daughter gave up and took a taxi to A&E. The “doctor consultation” that was prominently advertised was simply not available to her.

Why this is unacceptable:

The advertised service (“click to speak to a doctor”) was misleading and not delivered.

Your call handlers demonstrated a lack of empathy and professionalism, compounding my daughter’s distress.

We were misled repeatedly that the issue could be resolved if we “just tried again,” when in fact the problem was a known system failure.

No timely support was provided, leaving my daughter to seek emergency care alone, in a foreign country.

Attempts to resolve:
I have already submitted a complaint. The telehandling company attempted to pass blame to AXA/Insure & Escape. To date, I have received no acknowledgement or response from AXA or Insure & Escape themselves.

My expectations:

A full written response to this complaint.

An explanation of why my daughter was denied access to the promised service.

Confirmation of what measures you will put in place to ensure this failure does not happen again.

Appropriate compensation for the distress and inconvenience caused to my daughter and myself.

If I do not receive a satisfactory response I will update this page daily as to progress and consider posting on any other relevant sites, after 8 weeks I will escalate this complaint to the Financial Ombudsman Service.

So we took our insurance out with this company...but when my husband was taken into hospital in spain I found myself speaking to 247 assistance which is img global. Long story short we were told to go to the nearest public facilities which was a 30 minute taxi ride ( I do not believe this was the right advise ) so they actually didn't have to pay for my husband's operation in the end he got that by producing his ghic card. We are now we are trying to claim the cab fares back from rp claims company, they have said we can only get back the initial taxi journey to the hospital. So we are out of pocket £400.
I never had this issue with the post office insurance ..they paid for everything when I was in hospital in Spain.

I've used Insure & Escape for 2 single-trips in the last 3 years. The first time was for a family trip to France. Unfortunately my children were poorly with chicken pox and potentially would have to cancel the trip or if we did go, cut the trip short. I bought the policy before the illnesses and I called them up to discuss what to do if we couldn't go. The lady on the call was very personable and understanding and set up a claim reference number ready to go incase we couldn't make it. This made me feel very supported by the insurer. Thankfully we didn't have to claim and the trip was a success. We used them again this summer holiday because of this previous experience and the fact they cover the number of medical conditions we share across the family. Will definitely be using them again.

I had to make some medical updates to my annual holiday insurance. I called and spoke to Spencer, he was so helpful and an absolute credit to the company, sensitive, informative and very professional. Guided me through the process of making the changes, was on the phone for nearly an hour. Called me back twice with updates. I have been with this company now for a few years and would not go with anyone else.

I emailed them with a policy query on May 27th this year. I’ve emailed 3 times since that. Zero reply or acknowledgement of my email. Avoid if you’re actually going to need customer support.

Took out insurance for my family for two weeks in America, declared our known conditions and paid extra. My infant son became unwell as soon as we landed. I emailed with details and to check if we needed to use a certain medical provider. They responded that we could use any Drs but they couldn’t confirm if they would provide the cover I had paid for until they had seen a medical report and I had given permission for them to request our medical records from the GP so they could see if they could get out of paying that way through anything that might have been missed when declaring pre-existing conditions. Despite ensuring we all have medical insurance cover we were left in America with an unwell baby and no certainty that they would let us use the cover we had paid for. Would not use again or recommend.

I have a years European Travel insurance and needed to add on a trip to Dubai. They asked me if I was being tested for anything and i explained i have a simple blood test coming up to determine if i am entering Peri-menopause and they refused to add on the insurance. I stated that I wanted to be passed to a supervisor as this is unacceptable and probably against the law. Menopause is not a condition but a part of female life and requesting a hormone test to see the state of my fertility does not qualify as an undiagnosed condition. The result changes nothing. Highly embarassing. I have been passed to the underwriters and awaiting the outcome. I think professional companies shouldn't discriminate because of such things. I wonder if they would expect men to declare they have erectile disfunction.

Extremely disappointed with this companys service and the claim handler rpclaims that they farm everything out to.

Edit: As you’ve chosen to reply I’ll expand further. The timescales involved were ridiculous, I promptly uploaded all requested documentation after the initial call and found myself checking for updates weekly. Not once did I get an update other than when I called to prompt it.

Every time I’d log in the expected response date would change.

Eventually you came back to me and said the insurer wouldn’t normally accept this type of claim but was willing to consider it, I presume as a form of good will if I obtained a medical certificate for my late father. So I then went through the hassle, expense and upset of obtaining this, submitting it, then the claim was knocked back on the grounds I would have expected… had you not given me a bit of hope saying they were willing to consider it I wouldn’t even have left a review.

My son come out in chickenpox whilst we were away and so could not fly home on our return date.

Finding the right number to contact for a medical emergency was a nightmare. It isn't displayed clearly online or in the policy.

The company that handles medical emergencies (IM Global) on behalf of Insure & Escape were unhelpful. I had to chase constantly for updates and keep repeating the same information in various forms and to different people. Call backs were scarce and very rarely within the timeline stated (in most cases, they were 4-6 hours late).

I received our new hotel info 12 hours before we had to check out and the rest of our family went home.

No clear instructions were given, and despite asking, the process was not explained clearly.

Whilst I appreciate that the Easter holidays are always a busy time, the hotel we were booked into was on a different board basis, and not near any amenities, which resulted in excessive travel with a contagious child.

I asked if our board type could be changed to avoid unnecessary travel, or if we should keep hold of our receipts to be told "We will be able to send you the information on how to submit a claim for consideration when we have reached a cover decision"- so I had no idea (and still don't) what we were covered for. I have received a link to submit a form for our medical expenses for "evaluation".

I was asked if I had booked transfers for the new flight home before they'd arranged the flight.

I was pushed several times to get someone to pick us up at 2.30am from an airport several hours away from home- likely to avoid the insurance company from having to pay for a transfer- my wife had gone home on our original departure date with our other children, so being picked up was not an option.

All-in-all, I would avoid.

I provided feedback to ask why a quote for Turkey would not be provided as I have existing business with this orignisation.

To be told by email that
Please note that we are Insure & Escape Travel Insurance. If you have any queries related to Insure and Go, please contact them directly.
I was using the Insure & Escape app.

So I won't be using either organisations again.

Just imaging putting a claim in and both organisations arguing whose customer you are.
Madness.

Edit.
I used the insure and escape app for the new quotation. A quote was not provided for Turkey.
I used the email address on the app to provide feedback I also included the policy number I was presented with. On another email I replied with screenshots. I was still not believed I had a quotation with yourselves.

Regards.

Edit for the second time.

It appears you wish to argue.

I was advised on your app you could not accept a quote for Turkey and I would have to call you for a quote.

I await your argumentative response

By the way after providing your agent with the policy number they went onto reply I had contacted the wrong response.

Totally dishonest company in my view. We took out holiday insurance for a trip to Tenerife. Page 8 of the policy document states "Under most sections of the policy, claims will be subject to an excess. This means that you will be responsible for paying the first part of each and every claim, per incident claimed for..." We made one claim for one incident of the theft of a bag and its contents. A claims handler confirmed over the phone one excess would be applied but Insure and escape took £150 for the phone, another £150 for the cash and another £150 for the bag and remaining contents. It took five subject access request emails and threat of going to the information commissioners office before I got a recording of that phone call. Even then they are refusing to apply just the one excess to the single incident of theft. I am now taking them to the Ombudsman and reporting them to the FCA and ASA. Do not touch them with a barge pole.
They own claims team call handler interpreted the wording in the policy to mean one excess on the whole claim for a single incident of theft. Avoid using a company who twist the plain English reading of policy wording to mean something else. I assume if they offered car insurance and your car was stolen, it would nit be just one excess but one excess on the stolen chassis. One on the stolen engine and one on the stolen gearbox. If readers of this review do interpret the policy wording to say you will the charged he policy excess multiple times for a single incident that is fine. My warning is to those who like me, do not read it that way and readers who like me expect promises made by their claims agents to be honoured.

Absolute scam. Took insurance. They confirmed the claim was covered and then never paid.
Snowboard was stolen.
Sent all the proof necessary and took every step I could to try and resolve or find my board.
They claimed it wasn't enough for them which is complete rubbish. So a warning.. they will NOT cover equipment even if they say they will.

Insure and Escape handled an extremely traumatic and difficult experience exceptionally. My little boy was very poorly whilst we were in Florida. One phone call later they sorted everything with the clinic, which transferred over to the hospital AND another one when he got admitted.
They were supportive, understanding and quick to respond and we will always be eternally grateful for their efficiency.
We will always use them for our future visits.

Paid for insurance for a European ski holiday, cost up front was extremely reasonable despite some factors that may have increased price.

When disaster struck and my partner was injured during a ski lesson we headed to a very good local doctor's practice and recieved immediate x-rays and treatment.

The insurance provider then has been extremely helpful in providing advice and care including booking out extra seats on the return flight. The value for money has been fantastic so far - will update if anything changes.

Insure and Escape is clearly a low-quality organisation. That is my opinion - but the rest of this is fact. Here are some examples of why I formed this opinion (sorry it is a a bit long):

1. I called to make a change to my policy; during the call I raised a question (I suspected an error in calculating the premium) , and requested my question be escalated. The agent asked whether I wanted to receive a reply by email or by phone. I asked to be contacted by phone. Despite this the reply came by email not by phone.
2. The reply did not answer my question at all, nor even refer to it. Instead, it said that the company refused to escalate my question to the insurer and that my policy was void – which it simply was not. NOTE to Insure and Escape: Policy wording does NOT mean that no mistake can ever be made.
3. The reply email contained other errors, such as the spelling of the Insure and Escape name in the subject line (so I thought at first it was a scam email!) and near the end the wonderful phrase “click her.”
4. During the next phone conversation I was sent an email “Verify your declaration”. It contained a serious error (saying something had not been declared when in fact it had been declared, which was clearly stated later in that same email). The agent quickly agreed and corrected the error, but this correction didn’t change the premium or anything else; so I am wondering what was going on. In effect I was being asked to confirm something that was both incorrect and internally inconsistent; if I’d agreed it no doubt the insurer would have been able to argue I’d voided the policy!

This said, they have answered the phone quickly and have been polite at all times.

Do not use this company for travel insurance. If you need to make a claim they use a third party called Rightpath Claims. I had a simple claim for travel delays, I've been chasing and chasing and some three months later nothing. Avoid this company!!!! Further to their response complete lies. Yes they emailed on the given date asking for receipts as my insurance covered expenses as well but we were not claiming for this only the delay which they already had all the information. We submitted the claim on 24th july it took them till 20th sept to ask for receipts. They only emailed me on 11.10.24 because i submitted a complaint and amazingly i got a response on 11.10.24. They state no payment is due because i was not delayed 12hr?. Ive asked for evidence from them how they have come to this conclusion as we were delayed for 12hrs. The 12hrs delay is from when you arrive at your destination not from when you leave your departing airport. If they thought i was not due compensation why email me asking for receipts ? You should have said so there & then that no compensation was due. Complete shambles of a company!
Further update :- Rightpath claims only seem to respond when making a complaint or prompted by yourselves. I have just received an email basically stating the same as before. As per my original email complaint I have requested documented proof as to why they think we as a family was not delayed for 12hrs. Im still waiting for this proof. Our original flight got cancelled, we were offered another flight which meant us losing a day of our holiday. We wasnt prepared to wait in a airport for 24hrs with a five year old and a one year old so we purchased new flights with another airline which still resulted in a 12hrs delay. We should not be penalised for purchasing new airline tickets to make our delay from 24hrs to 12hrs. We are not claiming for expenses just the delay or cancelled flight which ever you prefer. We did experience both of these a cancelled flight and a very long delay and now your refusing to pay out.

Insure & Escape, I emailed Rightpath claims again on 25th October asking for their documented evidence as to how they came to the decision that we were not delayed by 12hrs, i have still not received documented evidence. You also asked them to look in to my claim again on 30th October and still no response.