Reviews, Sales, and Service Ratings for
Travelex Insurance Services

My daughter became extremely ill on the first leg of our flight to Spain. I called to see what the options were. The 24 hour agent that I spoke to was pretty useless. She suggested I call back when they opened on Monday morning which wasn’t helpful at all. Mind you it was Saturday night and I was 2 1/2 hours away from boarding a 10 hour flight to Spain. Maybe if I would have called during normal business hours it would have been a better experience, but who gets to pick when they are going to call with an emergency. We ended up getting on the next flight to Madrid because we weren’t sure the insurance would cover anything. I kept thinking we were going to have to use the insurance when we were in Spain because she was so sick but she ended up getting better around day 5 of the trip. I would pick an insurance with live agents not a 3rd party next time.

Thank you for reaching out to Travelex Insurance Services on Squaremouth.com. Your customer experience is very important to us. We did contact Zurich Travel Assist, the travel assistance company, and they did not locate a phone call from the phone number listed on the policy you purchased.

We believe the date you would have called would have been your departure date, March 29th. Please send us the approximate time you tried to contact us, the phone number you dialed, and the phone number you called from to tisreviews@travelexinsurance.com so that we can investigate your concerns.

Sincerely,

Travelex Insurance Services Inc.

. Within 2 weeks of the trip the issue of a possible volcanoe eruption came up. I learned that I would need to purchase an entire new policy to cover trip delay/cancellation in the event of an eruption. I did not know I could not add this coverage when purchasing the original policy.

I will consider this in future purchase of trip insurance.
Fortunately on this trip, no such event occurred.

Thank you for reaching out to us on Squaremouth.com review site and for the Excellent rating!

The Travel Basic policy that you purchased is a named peril policy meaning it offers 12 covered reasons for trip cancellation and trip interruption.

Two of the covered reasons are below, and in the policy on page 4 of 19:

Environment

Inclement Weather which causes delay or cancellation of travel;
The Insured’s, or a Traveling Companion’s Primary Residence being made Uninhabitable by Natural Disaster, Named Storm, vandalism, or burglary.

Travelex Insurance Services (“Travelex”) Ultimate plan is also available on Squaremouth.com. The Travelex Ultimate plan offers 26 covered reasons, including the covered reason above and the insured’s uninhabitable accommodation at his/her destination.

We are happy to hear your trip went smoothly and you didn’t need the insurance.

Thank you again, and we hope you think of Travelex the next time you travel.

Sincerely,

Travelex Insurance Services Inc.

I had to cancel my trip. The representative with whom I spoke on the phone was very helpful. Once I sent in all my documentation, the response was very timely and I received complete payment within a reasonable amount of time. Very pleased with the policy and how my claim was handled

Thank you for taking the time to post! We’re happy to hear about your positive claims experience and your reimbursement being received promptly. We hope you had a great trip and will keep us in mind for future travels.

Easy process reasonable price, something you hope you never need but good to have

There are few companies that allow or have an add on policy for "older" people (I'm 71) for adventure/extreme sports. Travelex has an "add on" for this. It was not needed but nice to know if I did need it, the coverage was there for getting me off the mountain and/or out of the caves for medical care. The only drawback is that they do not offer annual coverage.

Thank you for taking the time to post! We’re so happy to hear you're a customer - we love protecting travel dreams! So glad you did not have any issues while on your trip!

This policy is a waste of money. And time. I was stranded with no place to stay because one of my reservations cancelled on me hours before. I was waiting to talk to customer service for over an hour. Some lady made me sleep on her couch because it was Alaska in the winter… When I finally got a hold of them the day after, they said there’s nothing they can do because I’m getting a refund. But everything was $500/night now because it was a busy weekend, if there was anything. Most places were booked up. I had my reservations made for over 3 months. And my refund didn’t come in for 72 hours. No one should ever have to go through that. Complete waste of money.

Thank you for reaching out to Travelex Insurance Services. Your customer experience is very important to us. Please send us the number that you called, along with approximate date and time when you tried to contact us to tisreviews@travelexinsurance.com so that we can investigate your concerns. We investigated the phone number associated with your policy and we did not find any calls in our Customer Solutions Department, if you called from a different number, please send that to us too.

I initial reached out because I believed I needed to file a claim due to illness. My party member was able to come so I canceled the claims process.

During our trip to Portugal, I had an accident that required going to a medical facility for stitches. Fortunately, I had a friend who spoke the language and was able to help me find an appropriate facility as well as communicate with the medical staff and the Travelex online representative. The Travelex online representative was very helpful and explained I would need pre-approval for any needed further treatment. I happens that I did need to have an MRI, and the pre-approval was gained without too much wait time. Since the insurance company did not have a relationship with the hospital, I needed to self-pay for the treatment and file a claim when I got home in two days. I filed the claim and submitted all the paperwork in early November. After several emails to get an updated claim status, I finally got an email January 10 stating that Travelex had completed their part. The claim was then transferred to Berkshire-Hathaway, who required I submit another claim form. They completed their part January 30, and I finally received a check for my expenses on February 7.

The entire process took three months and a number of followups on my part. Email responses always indicated response would be in 15 business days. The amount of my claim was actually less than the cost of the insurance premium paid. Bottom line: My claim was paid. However, the claim process could have been more customer-friendly.

Thank you for taking the time to post on Squaremouth!

We have reached out to Berkshire Hathaway Specialty Insurance Company (“BHSIC”), the underwriter and claim administrator for the policy you purchased, they informed us that your claim was submitted on 1/10/2025 and paid on 1/30/2025.

For claims questions, please contact BHSIC at 855-205-6054 option 2, Monday - Friday: 7:00 am-7:00pm CT or by email at travelex.claims@bhspecialty.com.

Sincerely,

Travelex Insurance Services, Inc.

Happy that I was introduced to your service, when traveling! Will do that every time I travel internationally.

In October, my husband and I were booked on a Caribbean cruise sailing from Puerto Rico. We were scheduled to fly to PR on Friday, the day before sailing. On Wednesday evening my husband experienced severe abdominal pain and was admitted into the hospital. He spent several days in the hospital and we missed the trip. While upsetting, it was fortunate that this incident did not happen on the ship where the medical staff may not have been able to handle the issue.

I contacted Travelex to let them know hubby was in the hospital and to find out what documents I needed to get from the hospital for the claim. I got an email from Berkshire Hathaway with all the information I needed to send to file the claim. It took a while to gather all the documents. Proof of the hotel and cruise charges for a no-show along with the credit card statement for each and their written cancellation policies. I had to have a form filled out by hubby's doctor. I was able to cancel the airfare and got a credit. I was able to cancel airport parking and the last hotel night of the trip without penalty so those items were not included in the claim. It took 2 months to finally get the claim mailed because I had to wait for credit card statements but on December 9th I mailed the paperwork. The insurance company advises that it takes 15 business for claims to be reviewed. I was very impressed when I received my payment in the mail last week.