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Outbacker Insurance Reviews 1,030

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TrustScore 4.5 out of 5

4.5

Travel Insurance Company

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Rated 1 out of 5 stars

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.

Rated 5 out of 5 stars

Went with Outbacker for travel insurance to cover my working holiday and encountered a situation where I needed to amend my policy to include winter sports after already arriving abroad. Tomas and Zyreena were quick to respond and answer my queries to make sure I was covered for my travel activities. Thank you!

Rated 4 out of 5 stars

My daughter was stuck in Fiji at start of pandemic and had to purchase several flights in succession due to problems with borders closing . This insurance company were great as paid in full for flights that we could not claim back through airlines although have to say that British Airways also fantastic. Will be using again for second daughter to go travelling. Only downside was the amount of paperwork we had to submit. Apart from that, was great. �The Cooks.

Rated 5 out of 5 stars

I needed travel insurance to gain entry to Thailand under new strict rules.

Upon emailing Outbacker Insurance, a member named Raquel was incredibly helpful with everything I needed and answered any questions I had.

I then asked for a special letter stating some specific details for government officials to look at. Raquel got me this letter within an hour of me asking for it when it could take up to 5 days.

This speed, efficiency and helpfulness has not gone unnoticed and I am incredibly grateful for your service.

Company details

  1. Travel Insurance Company

Information provided by various external sources

The Outbacker Travel Insurance product range has been designed to reduce the price of long haul and backpackers travel insurance without cutting down on the cover! We believe that you deserve to have a quality backpacking insurance policy to protect you on your travels, which is why our cover has been carefully constructed to provide you with specialised backpacker travel insurance that fits your travel needs.

Contact info

Rated 1 out of 5 stars
Verified

6 MONTHS LATER STILL OWED £4000!

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.

Date of experience: May 31, 2024

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Reply from Outbacker Insurance

Thank you for your review.

We have contacted the claims handlers appointed by your policy insurer and requested them to expedite your claim. They have informed us that they will be contacting you in due course, usually they contact our clients within 5 working days as from the date of our escalation request.

We note that you can claim against the policy for the costs of telephone calls to and from the Emergency Medical Assistance Service notifying and dealing with the problem for which you are able to provide evidence.

If you require any further assistance, please let us know.

Rated 1 out of 5 stars

Typical insurance company

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!

Date of experience: October 16, 2024

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Reply from Outbacker Insurance

Thank you for your review.

We're sorry to hear you've had a poor claims experiance. You've left your review on an anonymous basis and we've asked you for your details to investigate this but you've not done so. If you choose to do so in the future we can investigate properly but for now we can only note the following on a generic basis based on the content of your review and without knowledge of the detail of your claim:

How to claim: When you purchase a policy we advise where you need to claim and we have a page available at all times advising how you claim for medical emergancies, gadget claims and all other claims : https://www.outbackerinsurance.com/claims.php

Excess: When you purchased your policy we made it clear where excesses applied and these are in line with industry normals (seperate excess for medical claims, baggage claims, gadget claims etc) and we also offered you a range of excesses at £150, £50 or £0 per claim.

In terms of what documents you'll need in the event of a claim these are clearly listed in the documents we sent you when you purchased under the 'Claims Procedure' section.

Rated 5 out of 5 stars
Invited

fantastic support

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.

Date of experience: August 21, 2024

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Reply from Outbacker Insurance

Thank you for reviewing our services, we’ll pass your feedback onto our agents to let them know you are happy with the service they provided.

I also wanted to thank you on behalf of Outbacker for taking the time out of your day to leave feedback. Feedback from customers such as you is what allows our team to improve and provide the best possible service to our customers.

We wish you will have a great time during your trip.

Rated 5 out of 5 stars
Invited

Helpful and efficient!

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!

Date of experience: August 13, 2024

Rated 5 out of 5 stars
Invited

Detail Change

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

Date of experience: August 08, 2024

Rated 5 out of 5 stars
Invited

Quick

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

Date of experience: July 31, 2024

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Reply from Outbacker Insurance

Thank you for reviewing our services, we’ll pass your feedback onto Anca to let her know you are happy with the service she provided.

I also wanted to thank you on behalf of Outbacker for taking the time out of your day to leave feedback. Feedback from customers such as you is what allows our team to improve and provide the best possible service to our customers.

We wish you will have a great time during your trip.

Rated 5 out of 5 stars
Invited

Decent

Didn’t take long to get through to a person instead of an automated response and never on hold for long. Also really helpful with getting exactly what I needed done

Date of experience: May 24, 2024

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Reply from Outbacker Insurance

Thank you for reviewing our services, we’ll pass your feedback onto Roozbeh to let him know you are happy with the service he provided.

I also wanted to thank you on behalf of Outbacker for taking the time out of your day to leave feedback. Feedback from customers such as you is what allows our team to improve and provide the best possible service to our customers.

We wish you will have a great time during your trip.

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