Staysure

A Comprehensive Review of Staysure: Travel Insurance Tailored for Every Traveller

Amelia H.

October 15, 2024

Our opinion

Staysure is a well-established name in the UK travel insurance market, particularly known for offering policies catered to individuals over 50. Whether planning a family vacation, a cruise, or an adventurous trip abroad, Staysure positions itself as a reliable provider, with policies designed to meet the specific needs of travellers, especially those with pre-existing medical conditions. With its wide range of policies, comprehensive cover options, and a strong focus on customer service, Staysure has amassed a solid reputation in the travel insurance sector. But how does it stack up when looked at closely?

What we liked

Comprehensive Coverage Options: Staysure offers several levels of coverage, allowing travellers to select a policy tailored to their specific needs. These include single-trip, multi-trip, and long-stay insurance, as well as specialised coverage for cruises, winter sports, and those with pre-existing medical conditions. The flexibility in policy options ensures that a wide variety of travellers can find a suitable plan.

Focus on Pre-Existing Medical Conditions: One of the standout features of Staysure is its willingness to cover customers with pre-existing health conditions. For older travellers or those with ongoing health concerns, this can provide peace of mind when travelling abroad. Customers can add this feature to their policy after undergoing a health screening process.

Coronavirus Cover: In response to the ongoing pandemic, Staysure includes COVID-19 coverage in many of its policies. This is a vital benefit, particularly for those who want to protect their trip against disruptions due to illness, cancellations, or lockdowns.

High Customer Satisfaction: Staysure boasts a high customer satisfaction rating on platforms such as Trustpilot, with most reviews praising the ease of purchasing policies and the helpfulness of their customer service. Many appreciate the brand's straightforward online platform and the assistance provided by phone when arranging complex insurance requirements.

Frequent Discounts and Promotions: Staysure often offers online discounts for policies, making it a cost-effective option for families, older travellers, or those embarking on extended trips. These promotions can make travel insurance more accessible and affordable without compromising on the level of cover.

What we don't like

Complicated Claims Process: Some customers have reported difficulties when trying to make a claim, particularly with complex medical or cancellation claims. Delays in processing and the demand for excessive paperwork can frustrate customers, especially in stressful situations where immediate help is needed. Though the majority of customers have positive experiences, these issues highlight an area where Staysure could improve.

Price Hikes for Older Travellers: While Staysure focuses on offering insurance to older travellers, the cost for individuals over 70 can rise significantly, especially when additional cover for pre-existing conditions is required. Though this is a common trend in the industry, it can still feel frustrating for budget-conscious travellers.

Not All Policies Include Personal Liability: In some cases, basic policies do not include personal liability cover, which can be an essential part of travel insurance. Travellers who want full coverage for liability risks may need to upgrade to a more comprehensive policy or add this feature separately, potentially increasing costs.

Staysure’s Philosophy and Brand Focus

Staysure’s core philosophy is centered around providing peace of mind for travellers, particularly those who might have trouble finding insurance elsewhere. The brand understands that older travellers or those with pre-existing health conditions often face difficulty securing affordable, comprehensive coverage. To meet this need, Staysure provides tailored policies that include medical cover for a wide variety of conditions, and it offers options to extend policies with add-ons like winter sports or cruise cover.

Founded in 2004, Staysure has grown rapidly, now boasting over 250,000 customer reviews on Trustpilot, with many praising the company’s commitment to providing excellent customer service. Staysure has won multiple awards, including the prestigious British Travel Awards for Best Travel Insurance Provider for several years running.

What Staysure Offers: Product Range and Coverage

One of the key strengths of Staysure is the diversity of its product range. The company offers several different types of travel insurance to suit the needs of a variety of travellers. These options include:

Single Trip Travel Insurance: Ideal for one-off holidays, this plan covers customers for one trip at a time. It includes cover for cancellation, emergency medical treatment, and loss of baggage. Depending on the plan selected—Basic, Comprehensive, or Signature—the level of cover will vary.
Annual Multi-Trip Insurance: For frequent travellers, this policy allows for multiple trips within a year, with the benefit of not needing to take out a new policy each time. This policy is especially popular with retirees or those who travel regularly for leisure. Coverage includes cancellation, medical emergencies, lost baggage, and more.
Long-Stay Insurance: For travellers who are planning extended trips, whether for retirement, work, or adventure, this policy covers trips of up to 18 months. It’s designed to provide long-term security, with comprehensive medical cover and cancellation protection.
Specialist Add-Ons: Staysure offers several specialised options such as Cruise Insurance, which protects against specific cruise-related risks like missed departures or cabin confinement due to illness. Winter Sports Insurancecovers accidents and lost equipment for those heading to the slopes. Additionally, Golf Insurance is available, covering loss or theft of golf equipment and personal liability on the course.

One of the standout features of Staysure is the Medical Travel Insurance, which allows older customers or those with pre-existing medical conditions to travel with peace of mind. The inclusion of cover for these conditions—often hard to find elsewhere—sets Staysure apart from its competitors.

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Discounts and Promotions

Staysure regularly offers online discounts, particularly for customers who purchase through their website. Discounts can apply to both single and multi-trip policies, helping to make their policies more affordable. Additionally, Staysure often provides special offers during peak holiday seasons or for specific types of cover, such as cruises or family travel plans.

For older travellers or those with complex medical needs, these discounts can significantly reduce the cost of their policies, making comprehensive travel insurance more accessible.

Customer Reviews and Feedback

Staysure’s customer reviews generally reflect positive experiences, with many users praising the ease of purchasing policies and the helpfulness of customer service agents. On Trustpilot, Staysure has an excellent rating, with over 250,000 reviews, 81% of which are classified as 'Excellent'. However, some reviews point out issues with the claims process, particularly for more complicated claims involving medical emergencies or trip cancellations. Customers have reported delays in communication and a somewhat rigid claims procedure, which can be particularly frustrating during urgent situations.

Key Takeaways

Comprehensive Options: From single trips to multi-trip and long-stay policies, Staysure covers a wide array of travel needs.

Medical Cover: Pre-existing conditions and medical emergencies are covered, a key benefit for older travellers.

Flexible Policies: Add-ons like cruise, golf, or winter sports insurance offer tailored solutions for specific holiday types.

Customer Satisfaction: While the claims process could be improved, the majority of reviews reflect high levels of satisfaction with purchasing policies and customer service.

The Staysure Claims Process

While purchasing a Staysure policy is straightforward, the claims process has received mixed reviews from customers. In general, making a claim requires policyholders to provide documentation, such as proof of medical expenses or flight cancellations. For medical emergencies, Staysure offers a 24/7 helpline to assist customers in navigating treatment abroad.

Unfortunately, some customers have reported difficulties with getting claims processed quickly, particularly in cases involving complex medical issues or extensive documentation. Common complaints include long wait times and repeated requests for additional paperwork, which can add to the stress of an already challenging situation.

Additional Considerations for Travellers

Family Policies: For those travelling with family, Staysure offers the option to include children under 18 in their policies, making it easier and more affordable to cover the whole family under one plan. This is a useful feature for multi-generational trips, where grandparents, parents, and children might all be travelling together.

Travel Tips: Staysure’s website includes a helpful section on travel tips, offering advice on everything from how to make a claim to what kind of documentation you should bring when travelling. This information can be invaluable for those who are new to travel insurance or who have more complex needs, such as travelling with pre-existing medical conditions.

Final Thoughts

Staysure is a well-respected travel insurance provider, particularly known for catering to older travellers and those with medical conditions that may make it difficult to find comprehensive coverage elsewhere. With a wide range of policy options, including specialised coverage for cruises, golf, and winter sports, Staysure offers flexibility to suit a variety of travel needs.

The company’s focus on customer service and its willingness to cover medical conditions make it a standout in the industry. However, some drawbacks, particularly regarding the claims process and the increased cost for older travellers, may give some pause. Overall, for travellers looking for comprehensive, flexible travel insurance with a strong focus on medical coverage, Staysure is a solid choice.

Review Sections

Our opinion Pros & Cons Staysure’s Philosophy and Brand Focus What Staysure Offers: Product Range and Coverage Discounts and Promotions Customer Reviews and Feedback Key Takeaways The Staysure Claims Process Additional Considerations for Travellers Final Thoughts

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