Staysure Travel Insurance: most-reported complaints
Automated analysis of 3,420 public Trustpilot reviews published 2026-04-28 to 2026-09-26. TrustScore 4.7 from 550,150 total reviews — see the Trustpilot page. Quick answer: is Staysure Travel Insurance legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unhelpful, accounting for 34% of the 773 complaints identified in the analysis period. Misleading pricing is the second most common issue, cited in 16% of complaints, followed by overcharging at 14%. Other concerns, such as excessive contact attempts, make up the remaining 12% of reported issues. Trends indicate that complaints about unhelpful support and overcharging are falling, while reports of misleading pricing and other issues are rising.
How to reach Staysure Travel Insurance
These are the contact details Staysure Travel Insurance publishes on its Trustpilot profile, as of our last check on 2026-09-27 — phone 0333 049 7179, email [email protected], address Britannia House 3-5 Rushmills, Northampton, NN4 7YB, GB.
The company claimed its Trustpilot profile on 2015-05-13, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-25. Trustpilot ranks it 24 of 68 in Travel Insurance Company. We last checked this profile on 2026-09-27 and found 200 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 11 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “staysure travel insurance”, “Staysure travel insurance 20% off”, “Staysure Travel Insurance”.
TrustScore over time
4.7 → 4.7 across 15 census measurements since 2026-08-12. 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: 2026-08-15 (100%, 0.3d) · 2026-08-18 (100%, 0.3d) · 2026-08-21 (100%, 0.3d) · 2026-08-24 (99%, 0.3d) · 2026-08-27 (99%, 0.3d) · 2026-09-01 (99%, 0.3d) · 2026-09-04 (100%, 0.3d) · 2026-09-07 (99%, 0.3d) · 2026-09-10 (100%, 0.3d) · 2026-09-13 (99%, 0.3d) · 2026-09-16 (100%, 0.3d) · 2026-09-20 (99%, 0.3d) · 2026-09-23 (99%, 0.3d) · 2026-09-27 (100%, 0.3d).
Severity: 13% of this company’s 773 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 2.0 days between the experience and publishing their negative review (994 reviews record both dates).
What their policy promises
complaint process: acknowledgement within 5 days, final response within 8 weeks
“Your complaint will be assigned to the complaints department who will acknowledge your complaint in writing within 5 days and issue a final response within 8 weeks.”
complaint process: written acknowledgement within 5 days, aim to contact sooner
“You will receive a written acknowledgement within 5 days of raising your complaint. We have up to 8 weeks to investigate and respond to a complaint, however we aim to contact you a lot sooner.”
complaint process: up to 8 weeks to resolve
“While we attempt to investigate and resolve complaints as quickly and efficiently as possible, we have up to 8 weeks to resolve a complaint and provide you with our final decision.”
complaint process: Summary Resolution within 3 working days, Final Resolution within 8 weeks
“When a complaint has been resolved within 3 working days, a Summary Resolution Letter is given. If the complaint can't be resolved within 3 working days, a Final Resolution Letter will be issued within 8 weeks.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-14.
Policy-page monitoring
We monitor this company’s published policy page for changes. 2 changes detected since we started watching on 2026-09-01:
- 2026-09-15: +2/-2 lines; added: If air traffic control failures affects your travel plans, please contact your airline, tour operator or travel provider first | Most reviewed travel insurance provider with 548,819 reviews; removed: Most reviewed travel insurance provider with 547,907 reviews | Most reviewed travel insurance provider with 547,907 reviews (snapshot)
- 2026-09-08: +2/-2 lines; added: Most reviewed travel insurance provider with 547,907 reviews | Most reviewed travel insurance provider with 547,907 reviews; removed: Most reviewed travel insurance provider with 546,899 reviews | Most reviewed travel insurance provider with 546,899 reviews (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 922 negative reviews that received a public reply, the median wait was 0 days — the company profile reports an average of under a day.
Reply quality: of 922 company replies to negative reviews analysed, 36% engaged with the specific problem and 45% were generic templates.
What employees say
Employees rate Staysure Travel Insurance 2.8★ overall from 176 reviews on Glassdoor — the inside view, kept separate from customer complaint statistics. Read the reviews there.
Review provenance: 2753 company-invited reviews in the recent window average 4.66★, while 46 organic (uninvited) reviews average 2.07★.
6% of its 2209 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: support unhelpful makes up 34% of this company’s complaints vs a 28% median across 148 ranked companies in its sector.
Review velocity: 60,042 of this company’s 550,150 Trustpilot reviews (11%) were written in the last 12 months.
What are the most common complaints about Staysure Travel Insurance?
Support unhelpful
267 reports · 34% of complaintsfalling“mine, dealt with by Davies Group, has yet to be settled. Instead I get aggressive messages telling me not to chase anything up”
The company replied on 2026-07-22: “Dear Jenet, Thank you for your review, I am sorry you are unhappy with your recent encounter with Staysure. I am sorry to hear of your recent claims experience. I have now escalated this with Davies…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
3 readers marked this review helpful on Trustpilot.
“Not helpful in the slightest.”
The company replied on 2026-07-22: “Dear Consumer, Thank you for your review, I am sorry you are unhappy with us and the service received. I don't have any information to identify you so have requested this via trust pilot so that we…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“I have been trying to resolve errors and address change on my policy and am getting nowhere very disappointed”
The company replied on 2026-07-23: “Dear Kev, Thank you for your review, I am sorry you are unhappy with your recent encounter with Staysure. I am sorry to hear that you are having difficulty updating your details with us. I called you…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Misleading pricing
127 reports · 16% of complaintsrising since 2026-08“I was allowed to buy insurance for a 17 year old with no warning that she would need to be supervised”
The company replied on 2026-07-15: “Dear Vic, Thank you for your review, I am sorry you are unhappy with your recent encounter with Staysure. I am sorry to hear that you feel it was not made clear when purchasing the policy that under…”
Our classifier read this reply as a substantive response.
It promised: refund.
1 reader marked this review helpful on Trustpilot.
“I received a quote and was given a discount but when I clicked through to accept the discount was not included.”
The company replied on 2026-07-14: “Dear Mark, Thank you for your review, I am sorry you are unhappy with your recent encounter with Staysure. I am sorry to hear that your recent contact with us was not up to our usual high standards.…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Did not tell about lower price”
The company replied on 2026-08-17: “Dear Alan, Thank you for your review, I am sorry you are unhappy with your recent encounter with Staysure. When purchasing a policy with us the agent will provide you with the price of the policy…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Overcharging
104 reports · 14% of complaintsfalling“she was charged over double the original purchase cost.”
The company replied on 2026-07-22: “Dear Customer, Thank you for your review, I am sorry that yourself and your mother is unhappy with us. I called this morning to assist but there was no answer. Anything that is added to your quote…”
Our classifier read this reply as a substantive response.
It promised: refund.
2 readers marked this review helpful on Trustpilot.
“For this they wanted a 43% increase in premium (£222). Scandalous!”
The company replied on 2026-07-15: “Dear Simon, Thank you for your review, I am sorry you are unhappy with your recent encounter with Staysure. Anything that is added to your quote after the initial price given can alter your premium.…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“she refused to understand my point and just kept reading from a script.”
The company replied on 2026-07-15: “Dear Broken Shield, Thank you for your review. I am sorry you are unhappy with us and the policy cost. We have recently changed our position with infections and for an eye infection, we would still…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
Other
93 reports · 12% of complaintsrising since 2026-08“the multiple call ls and emails per day is harassment.”
The company replied on 2026-07-23: “Dear Stewart, Thank you for your review, I am sorry you are unhappy with us and the contact after deciding not to insure with us. We do normally call customers who have a quote in the system for 2…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
“Staysure Insurance REFUSE to delete my personal information from its database”
The company replied on 2026-07-24: “Dear Laney, Thank you for your review, I am sorry you are unhappy with your recent encounter with Staysure. I am sorry to hear that you have had cause to raise a complaint with us. I can confirm that…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“Que the pestering from them, and, even though I blocked their E-Mail address they proceeded to telephone me”
The company replied on 2026-07-16: “Dear Mrs Huttly, Thank you for your review, I am sorry you are unhappy with us and the contact after deciding not to insure with us. We do normally call customers who have a quote in the system for 2…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Account/app problems
65 reports · 8% of complaintssteady“I am unable to go into my account to view my policy because the link they give me to reset my password keeps saying its invalid”
The company replied on 2026-07-22: “Dear Karen, Thank you for your review, I am sorry you are unhappy with your recent encounter with Staysure. I am sorry to hear that you are having difficulty resetting your password. I have checked…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“the website did not open unless I telephoned to gain access to my documents.”
The company replied on 2026-07-22: “Dear Mr Steele, Thank you for your review. I am sorry you are unhappy with us and not able to gain access to your documents. I called this morning to assist and have left a brief voicemail. I have…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“I cannot download documents despite asking for help.”
The company replied on 2026-07-16: “Dear Kathy, Thank you for your review. I am sorry you are unhappy with us and unable to download your documents. I have emailed them to you. I can also see that you have 2 accounts, the original…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Support unreachable
64 reports · 8% of complaintssteady“Staysure Insurance REFUSE to delete my personal information from its database”
The company replied on 2026-07-24: “Dear Laney, Thank you for your review, I am sorry you are unhappy with your recent encounter with Staysure. I am sorry to hear that you have had cause to raise a complaint with us. I can confirm that…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“I am unable to go into my account to view my policy because the link they give me to reset my password keeps saying its invalid”
The company replied on 2026-07-22: “Dear Karen, Thank you for your review, I am sorry you are unhappy with your recent encounter with Staysure. I am sorry to hear that you are having difficulty resetting your password. I have checked…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“the website did not open unless I telephoned to gain access to my documents.”
The company replied on 2026-07-22: “Dear Mr Steele, Thank you for your review. I am sorry you are unhappy with us and not able to gain access to your documents. I called this morning to assist and have left a brief voicemail. I have…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
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 2026-09-27.