Faye Travel Insurance: most-reported complaints
Automated analysis of 716 public Trustpilot reviews published 2026-02-17 to 2026-09-24. TrustScore 4.8 from 4,781 total reviews — see the Trustpilot page. Quick answer: is Faye Travel Insurance legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report warranty disputes, with 46 out of 89 identified complaints citing issues such as claim refusals and difficulties filing claims. Support unhelpfulness is the second most common concern, appearing in 40 complaints and showing a rising trend, with users noting unresolved losses. Additionally, 13 complaints highlight delayed refunds, while 10 complaints involve refused refunds, such as denials for mental illness coverage.
How to reach Faye Travel Insurance
These are the contact details Faye Travel Insurance publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone +1-833-240-7056, email [email protected], address 200 Continental Dr., Suite 401, Newark, 19713, US.
The company claimed its Trustpilot profile on 2022-04-20, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-21. Trustpilot ranks it 8 of 29 in Travel Insurance Company. We last checked this profile on 2026-09-24 and found 56 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
4.8 → 4.8 across 13 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-17 (98%, 5.1d) · 2026-08-20 (98%, 5.1d) · 2026-08-24 (99%, 5.0d) · 2026-08-27 (99%, 5.0d) · 2026-08-30 (99%, 4.9d) · 2026-09-02 (100%, 3.7d) · 2026-09-08 (95%, 3.6d) · 2026-09-11 (99%, 3.6d) · 2026-09-14 (100%, 3.6d) · 2026-09-17 (100%, 3.5d) · 2026-09-20 (98%, 3.5d) · 2026-09-24 (98%, 3.5d).
Severity: 72% of this company’s 89 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In July 2024, 70% of 10 one-to-three-star reviews were 1★; in September 2026, 75% of 16.
Counted from July 2024 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 9.5 days between the experience and publishing their negative review (248 reviews record both dates).
What their policy promises
refund window: 48 hours — meanwhile 13 reviewers in our census window reported refund delays.
“cancel your trip up to two days before departure”
refund window: 48 hours — meanwhile 13 reviewers in our census window reported refund delays.
“cancel at least 48 hours in advance of your scheduled departure date”
refund window: 48 hours — meanwhile 13 reviewers in our census window reported refund delays.
“canceling up to 48 hours before departure”
refund window: 14 days — meanwhile 13 reviewers in our census window reported refund delays.
“purchase this coverage within 14 days of your initial trip deposit”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-16.
Policy-page monitoring
We monitor this company’s published policy page for changes. 1 change detected since we started watching on 2026-09-01:
- 2026-09-15: +26/-1 lines; added: + All partners | + Travel agencies; removed: App Coverage Partners Love Explore (snapshot)
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 242 negative reviews that received a public reply, the median wait was 3.7 days — the company profile reports an average of 4 days.
Reply quality: of 242 company replies to negative reviews analysed, 47% engaged with the specific problem and 29% were generic templates.
Review provenance: 588 company-invited reviews in the recent window average 4.91★, while 61 organic (uninvited) reviews average 3.26★.
48% of its 579 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: warranty disputes makes up 52% of this company’s complaints vs a 17% median across 55 ranked companies in its sector.
Review velocity: 2,562 of this company’s 4,781 Trustpilot reviews (54%) were written in the last 12 months.
What are the most common complaints about Faye Travel Insurance?
Warranty disputes
46 reports · 52% of complaintssteady“faye refused any sort of payout. They make it deliberately difficult to file a claim in order to avoid any sort of payout.”
The company replied on 2026-07-01: “I’m Jeff, Vice President of Claims at Faye, and I sincerely regret that this was your experience. We previously contacted Trustpilot for further details to reach out to you directly but have not…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“They don't provide the resolutions other than declining the appropriate claim.”
The company replied on 2026-03-17: “Hi Everton - We truly go the distance to make sure those traveling with Faye benefit from our whole-trip protection to the fullest. Unfortunately in this case, we were unable to reimburse you as the…”
Our classifier read this reply as a deflection.
4 readers marked this review helpful on Trustpilot.
“they wouldn't pay for the trip!”
The company replied on 2026-04-08: “Hi Mark - We truly try to go the distance to make sure those traveling with Faye benefit from our whole-trip protection to the fullest. We are sorry that your experience with us was not what you…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
Support unhelpful
40 reports · 45% of complaintsrising since 2026-08“Therefore there was no resolution to my $800 loss”
The company replied on 2026-03-23: “Hi Bernitha - We are committed to ensuring that travelers with Faye receive the maximum benefit from our comprehensive trip protection. We are unfortunately unable to offer reimbursement beyond the…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“They covered me for $2,901.14, yet they are saying that they will only reimburse me for $2,000.”
The company replied on 2026-03-04: “Hi Bernitha - We are committed to ensuring that travelers with Faye receive the maximum benefit from our comprehensive trip protection. We are unfortunately unable to offer reimbursement beyond the…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“expect to receive only about 5% of your legitimate emergency medical expenses”
2 readers marked this review helpful on Trustpilot.
Refunds delayed
13 reports · 15% of complaintsrising since 2026-08“They took 8 weeks and COUNTLESS emails and phone call follow-ups by me to finally get a measly $571.00 claim reimbursed.”
The company replied on 2026-08-31: “Mandy - We apologize for the delay in finalizing your claim. Our #1 priority is top-notch service and we never want to fall short of that. Rest assured that this feedback was passed on to our team to…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“they still have not reimbursed me. Not to mention the $200 we are supposed to get when we have a flight delay as well, haven’t gotten that back either.”
The company replied on 2026-08-20: “Hi Jackie - We’re truly sorry that your experience with us was not what you expected. Here at Faye we appreciate honest feedback and are always looking to improve so a situation like this doesn’t…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“repeated missed commitments, broken promises, and lack of ownership.”
The company replied on 2026-07-20: “We are so sorry that this has been your experience so far with Faye. Unfortunately, we have been unable to locate your claim based off of the information included in your review. At your earliest…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Refund refused
10 reports · 11% of complaintssteady“FAYE denied our money back because they said they do not cover Mental Illness!”
The company replied on 2026-03-26: “Hi Agnes - We truly go the distance to make sure those traveling with Faye benefit from our whole-trip protection to the fullest. Unfortunately in this case, we were unable to reimburse you as the…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“They covered me for $2,901.14, yet they are saying that they will only reimburse me for $2,000.”
The company replied on 2026-03-04: “Hi Bernitha - We are committed to ensuring that travelers with Faye receive the maximum benefit from our comprehensive trip protection. We are unfortunately unable to offer reimbursement beyond the…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“I canceled my trip and they did not honor a refund for not using their policy.”
2 readers marked this review helpful on Trustpilot.
Support unreachable
10 reports · 11% of complaintssteady“Impossible to get a live person on the phone”
The company replied on 2026-06-25: “Hi Lew - We’re incredibly sorry to hear how frustrated you are. Our #1 priority is top-notch service and we never want to fall short of that. We do have support agents around the globe to assist, no…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“I never get a call. I cannot get a person on the phone who can tell me when the claim will be paid.”
The company replied on 2026-07-01: “Paul - We are truly sorry to hear this was your experience. Please know that our senior leadership team is now personally involved to make sure we find a timely and effective resolution for you. We…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“Not easy to get in touch with. Extremely long wait times and once you do get connected, it seems they are not there to help.”
The company replied on 2026-06-26: “I’m Jeff, Vice President of Claims at Faye, and I sincerely regret that this was your experience. We previously contacted Trustpilot for further details to reach out to you directly but did not…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Other
8 reports · 9% of complaintssteady“This company categorized this situation as trip delay instead of trip interruption and reimbursed at a much lower rate”
The company replied on 2026-02-19: “Hi Susan - We are very sorry that your experience with us was not what you expected. We are committed to ensuring that travelers with Faye receive the maximum benefit from our comprehensive trip…”
Our classifier read this reply as a deflection.
4 readers marked this review helpful on Trustpilot.
“THEY DENIED THE CLAIM SAYING IT WAS SIMULTANEOUSLY TAKEN”
The company replied on 2026-04-07: “Hi Claude, We apologize for the delay in processing your claim. Our team is actively working to resolve this matter as quickly as possible. I have been in direct contact with your examiner, who will…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
“NEVER allows any individual to buy additional days of travel insurance once “a trip has begun””
The company replied on 2026-02-26: “Hi Deborah - We sympathize with your frustration here as severe weather can absolutely throw a wrench in travel plans. We truly go the distance to make sure those traveling with Faye benefit from our…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
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Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-24.