Outbacker Insurance Omdömen 1 031

My claim for a medical emergency in India was settled, however, the handling of the whole case and the overall claims process by AXA as the underwriter was absolutely terrible. I cannot put into words how terrible, unprofessional, and useless they were. I would send emails but they would ignore them. They would email me asking for information which I'd provide, yet they wouldn't process anything until I would call and have a go at them down the phone. I waited almost 4 months for the claim to be settled and that time was incredibly distressing and frustrating. They don't do the job they should and when they should do it. Terrible service. I do not reccommend.

I purchased Outbacker insurance for my daughter's trip to Thailand. She ended up in hospital and couldn't find her documents - Dexter in the Client Services team was amazing in helping me get authority on the account and explaining everything to the Emergency Claims team. He kept in touch with me to ensure I was updated and that everything was progressing as it should. Jerome in the Emergency Team was also a total star, going above and beyond to help get the paperwork sorted so she could be discharged to get her flight home. Great client service in a very stressful situation. Thank you.

Avoid at all costs!
My partner and I whilst travelling experienced 2 bereavements of close family members. After contacting Outbackers Insurance we were explicitly advised that we would be eligible to claim for our flights home. Upon returning home we submitted a claim which has since been rejected 3 times, with little explanation. We have since been in contact with an agent who said that if we were advised we could claim, then we were eligible for a payout due to being falsely advised. We have since requested twice that our original phone call be listened too as this gives clear evidence of this. This has been ignored in both our emails, along with our request of the phone call to escalate this matter to the financial Ombudsman, which is personal information that is being withheld from us. I would avoid this company at all costs, as not only has it been months since the claim was originally opened, they have ignored various requests and had little empathy in such a sensitive matter.

AVOID AT ALL COSTS.

I fractured my foot in Bali and was given the option of wearing a boot and resting it or having an operation. I opted for the boot and got in touch with my insurance to claim back the medical bills. I was then told I had to fly back to the UK to have surgery, without their medical team even seeing the x-rays. I was also told if I carried on with my travels, none of my medical bills would be covered, but they were happy to cover the costs of everything we would have missed out on and 2 business class flight tickets for me and my friend, as I needed to assistance and also needed my foot stay elevated. I spoke to 2 NHS doctors back at home who both said surgery was not required and would not be done on the NHS. I then spent the rest of my trip thinking I had just lost out on a large amount of money, only for them to turn round and say they would actually be paying me back after months of the wrong information and then no contact at all. Absolutely ridiculous that no member of staff was able to give me the right information and we were being told we had to come home for surgery that was not required. Do not waste your money and find someone more reliable.

Please note Outbacker are underwritten by AXA who we had to make a claim with. My husband injured his back on holiday (suffered a slipped disc, his first time with any sort of issue). They delayed approving the claim for over a week while he suffered in a sub-par local hospital in South America with no care despite being unable to walk. They then tried to transfer him to a private hospital which took 3+ days to arrange as they mis-routed the information several times. They were evasive and resistant to provide cover throughout. It took them 6 months to pay back several thousand pounds we were out of pocket and we have now raised a complaint about them with the financial ombudsman in the UK. I would avoid at all costs!

Outbackers insure with AXA. AXA have not given me a response to a claim sent for a fractured skull, bleed on the brain and parasite. I sent the claim in May and it is now December. They owe the hospital over $4000, and myself over £1000.

I understand that it is AXA rather than Outbackers which are not responding, but I find it appauling that Outbackers have no supported us in the process of misconduct from AXA given that they sell this product to us.

Additionally, Outbackers have no way of contacting them for free from abroad. They are a travel company yet there is no easy way to contact them from abroad... I was cautious to call them given the large cost it would involve, including time on hold which we are to pay for, which is the last thing you need when you have medical problems aboard.

This was back in september 2023, I was robbed in rio de janeiro, and they provided me the wrong contact details so I was conversing with the wrong company for weeks. After being forwarded to the correct department, they were generally unhelpful and continued to request the same information from different forms, dragging out the process. Gave no useful instructions on what needed to be done, and alongside a bit of fraudulence from the brazilian police (informed me my phone's imei had been disabled when it hadn't been), I never ended up carrying through my claim, as it seemed impossible I would ever get my money back, as they compartmentalise claims - having to pay an extra, seperate excess for gadgets. I don't care if this is common practice, it is still disgraceful, unhelpful, and venomous. Probably an alright company if you have lots stolen/lost and genuine, clear proof of every single thing necessary immedietley and experience with claiming, but as you are looking for budget options like this, you are probably in the same boat as me, and taking out a claim was a new experience. Outbacker did nothing, besides make my 4 month, once in a life time trip, slightly worse. Thanks for nothing!

Both ladies I spoke too were great help when deciding what policy to take out for working abroad for a year on the 417 visa.

Straightforward wording and instant quote and good price. Thank you.

Anca was very helpful and resolved my issue instantly. I was on the phone for less than 3 minutes, it was very efficient. Thank you!

Nicky was clear and quick with actioning my request I can’t thank you enough for lifting this weight off my shoulders.

Made a stupid mistake while filling in details taking out the policy, easily called and able to get details changed with no issues.

Quick, easy and got me what I needed. Nice a clear communication.

Easy steps, well priced, a lot included.
I would’ve liked to know more about extending the insurance.

Easy process to take out the insurance and the cover looks good. It's also good value for what is covered. But the "taste of the pudding is in the eating". Will see how good this insurance if or when I come to claim.

easy process, would definitely recommend!

All seemed quite straightforward to purchase, covered what I wanted.

Susie was an extremely helpful member of staff, going out of her way to resolve the issue I had.

such an easy and simple website to navigate, made the experience so much better.

Great services and at an affordable price. Everything was easy to understand and overall perfect for young travellers!