TicketPlan Reviews 

Unfortunately I was not able to travel to a concert, fortunately I took out insurance with ticket plan. I let them know about my situation and they resolved my issue and I was refunded within 2 weeks. Thank

My friend had some bad news and would be mid chemo for the event we booked. Reading the site it did worry us how much evidence we would need to provide. I emailed into customer support to ask if the dcuments we had would be acceptable as I didnt to put my friend through more stress than she needed. At first to be honest they were no help at all. The email basically said to apply and gave no indication on wether the documents we had would be ok.

I put the claim in as they said and put together what we had. This part of the process was very easy and simple. Luckly we submitted enough information first time round. From the date of putting the claim in we were paid out in 2 weeks. That part and service was perfect.

I would say that if the first contact had been better we would of given 5 stars.

Would deffo use again though.

My mum died this year. I can't attend an event I'd already paid for because of it. I'd specifically paid extra for TicketPlan's "Refund Promise" at checkout, the whole reason you buy something like that is so you're covered when life falls apart.

They asked me to send a copy of my mum's death certificate to process the claim. I did that while I was still grieving, thinking it meant they were taking it seriously. After all that, they still refused the claim, telling me my situation "falls outside the scope of protection provided," without ever properly explaining what that scope is, even after I asked directly more than once.

When I pushed for escalation, I found out TicketPlan isn't even a regulated insurance product, just an administrator of the scheme. So there's no ombudsman, no real independent oversight, nowhere to go when they simply say no. They put a grieving family through the process of handing over a death certificate, then denied the claim anyway.

I would not trust this company with anything. If you're buying "protection" hoping it means something when it actually matters, it doesn't. Avoid like the plague, they will treat your mums death like a joke and then happily deny you coverage for something you paid for. They are nothing more than a mafia demanding protection money for services they have no intention of providing.

0 stars, worst company I have EVER dealt with. I would give less if I could.

DO NOT USE THIS COMPANY!!!. Absolutely appalled by the way TicketPlan has handled my claim and I will be taking this further. My claim has been going on for well over a month now! I paid extra for refund protection on a five-day festival ticket because I believed it would provide reassurance if an unforeseen and serious life event occurred. Sadly, shortly after purchasing the tickets, my father informed me about his recent diagnosed with terminal cancer and started chemotherapy.
I have already provided two separate hospital appointment letters as evidence of his ongoing treatment. Despite this, TicketPlan has said the evidence is still not sufficient and is now requiring me to ask my father’s GP, consultant or nurse specialist to complete and sign additional forms before they will even consider my claim.
I find this incredibly upsetting. Families dealing with a cancer diagnosis already have enough to cope with without being expected to keep asking an unwell loved one for more information or take up valuable NHS doctors’ and nurses’ time completing paperwork for what should be a straightforward refund claim.
The diagnosis and treatment were completely unforeseen when the tickets were purchased. I have provided all the evidence that is reasonably available to me, yet the goalposts seem to keep moving with every response.
What is the point of paying for “refund protection” if genuine circumstances like this are met with obstacle after obstacle? Rather than providing support at one of the most difficult times in my life, the process has created additional stress, frustration and anxiety.
I hope TicketPlan reconsiders both my claim and the way it handles customers facing serious family illnesses. Compassion and common sense should be part of a refund protection policy—not endless requests for further evidence.
Based on my experience, I would strongly encourage anyone considering purchasing TicketPlan’s refund protection to read the terms carefully and consider whether this is the level of scrutiny and stress they would expect during a genuine emergency.
I’m now over £300 out of pocket ! Who wants to party at a festival for 5 days when your Dads dying !!

Missed an event due to sickness, but had purchased ticket protection.

Submitted a claim, then later quoted my application reference and attached my sick-note from my GP.

Within 1 week received an email saying my refund (for two tickets) is being processed.

Refund accepted and sent on time.

The process was very cumbersome, There were too many forms to be completed, Emails came back asking for more information, Took a long time to get refund for two theatre tickets, Eventually received a full refund (less ticket protection and service charge, understandably).

Extremely easy to obtain my refund do to health issue

***Edit** had a call from Imogen who reassessed my claim and could see proof of on the day disruption. Although my experience didn't start positively with Ticket Plan, Imogen was most helpful in resolving this.

Avoid TicketPlan if you're expecting meaningful protection.
I purchased their refund cover believing it would protect me if genuinely unforeseen circumstances prevented me from attending an event. When I actually needed to make a claim, they refused.

We were due to attend the Alexisonfire concert, but on the day there was a major incident that closed the Midland Main Line. This forced passengers onto LNER services, which quickly became overwhelmed. LNER subsequently issued a travel bulletin advising passengers not to travel due to the severe weather and disruption affecting the network.
Despite this being an unforeseen emergency, TicketPlan rejected my claim by quoting the following exclusion:

"You are prevented from travelling to a booked event due to disruption of the public transport network which is public knowledge prior to the booked event, for example planned strike action or engineering works."
That simply wasn't our situation. This wasn't a planned strike, planned engineering works or any disruption known about in advance. It was an unexpected chain of events caused by a major incident on the railway, followed by severe weather, with train operators actively advising people not to travel.

It feels as though TicketPlan have stretched the wording of their own terms to avoid paying a legitimate claim. If an unforeseen emergency that results in operators telling passengers not to travel still isn't covered, it raises a very simple question: what exactly is this policy for?

My experience has left me with the impression that this protection is sold as peace of mind but offers very little when you actually need it. Based on how my claim was handled, I won't be purchasing TicketPlan cover again, and I wouldn't recommend it to anyone expecting them to honour the spirit of the policy when genuine, exceptional circumstances arise.

The process was straight forward and easy to understand however still awaiting the payment and have chased after the suggested 5 working days.

We had a booking and took out the insurance , when we could not attend our event I contacted this company . They were very helpful and refunded my money within 5 days. They are an excellent company to deal with and very fair.

Took 3 weeks to process the refund and did not feel considerate of feelings following a family bereavement. When I purchase ticket insurance I do not expect to have to ask my sister to provide a copy of the death certificate for her husband in order to process a claim for my ticket. I gave over 2 weeks notice of my reasons for not attending.

Fast and efficient response. The only downside is that out cost me £40 to get a letter from my GP to confirm my health situation.

Excellent service and fast in responding. Very helpful.

Whilst I appreciated receiving a refund on my purchase due to being unable to attend the event because of my injury, the process was very long and drawn out.

Whilst suffering from a chest infection and being very un techy I must admit I found the challenge of a refund a little bit of a trial. But I spoke with several lovely people including Imogen and I think Nicole who helped me through the whole process and were able to issue a refund for which I am
Very grateful. 🙏

First class service
Quick response,
10/10 for customer service.
I would definitely recommend.

Claim dealt with efficiently, called today to query documentation, not chase the claim as it was not long put in, and the lovely Ami checked, confirmed claim had been accepted and arranged the refund.

Would recommend and use again

Refund very straightforward process, hassle-free document upload. A positive experience—highly recommended.