Cedar Tree Reviews 

Please be aware when taking out gadget insurance up to £750. Despite the decreasing value of your gadget it must remain at the original purchase value, the insurance has a clause that states this and have declined my claim despite me saying that the phone was now worth a lot less than the required “Proof of purchase” which will never show a decline so makes no sense. I would have been happy to receive a less payment minus excess to cover at least some of my expenses, but it was a straight, no. This is therefore a “No Win” situation so a complete con unless you purchase additional extras on policies to cover gadgets £1000+.

Cedar tree insurance- useless waste of time.

Paid for a package that was supposed to cover cancelled flights (cancelled by the airline) to cover 1 night in a hotel.

After filling out a million forms, 6 weeks they come back to say they won't cover it.

Don't use them' waste of time and money

Thier response below doesn't hold any weight since the airline has already rejected payment hence why we ar making the insurance claim.

Any excuse to worm out of paying and exactly what you don't need

CEDAD24 2489654

The documents they provide are very general and vague. They give you the impression that you’re covered for things that you apparently aren’t. The staff agreed that it wasn’t clear in our documents and apologised that they are so vague. Would not rely on them or be of custom again, absolute waste of time and horrible experience to deal with.

As per the reply, the additions stage did not show gadgets and was advertised as a standard inclusion on the comparison sites (I have screenshots). My response is literally about how standard documents should not be provided for ‘what you are covered for’ what use is that?! You sent us one email with the general and vague ‘what you are covered for’ which apparently included things we weren’t. Then apparently sent another much later. If I have gone on holiday after reading the first one assuming I’m covered, it is absolutely appalling to then send another backtracking the first email. Truly a terrible insurance company and it’s a shame because your staff have been very nice and apologetic.

3. To match other similar products, is this not false advertisement? You can’t advertise on the comparison site that you’d include gadget cover and then backtrack AFTER the policy is taken out and then send 2 different documents with contrasting information and one titled ‘what you are covered for’ but this isn’t’t what I’m covered for? I’d highly sympathise with anyone that has learning difficulties as this makes it so difficult to understand what you actually have. During my first phone call, which you are welcome to go back and listen to, I was informed that you have a standard gadget cover and extended. I completely understand having to pay a premium for extended as it states, but no mention of the other and not on the option extras (I have a screenshot to evidence this) and even a member of your staff said on this call that it was not clear if we had standard and would need to check. If your staff can’t even tell what cover we have, how am I supposed to? Are your policies vague on purpose? I won’t back down on this, I don’t care how many times you reiterate that you think it’s ok, it’s not.

It’s funny how my claim took 9 days to be picked up (which other reviews have agreed is slow) yet my review received a reply within 1 working day, and response within 30 mins! What are your priorities cedar tree?

4. I think you need to reiterate with your brokers as they said it was Cedartree that gave the yes or no to the claim. You just keep saying the same useless information. Yes it’s in my policy etc. but you sent two different documents that contradicted and your own staff could not tell!!! Do you not see that there is clearly a problem there?

5. No this is completely incorrect. I have screenshots of going through the stages of taking the policy out, which I wish I could attach! In summary, when pressing on the gadget cover option on the comparison website (which was not confused.com by the way!), it says ‘Gadget cover
Covers new, refurbished, and used gadgets" including smartphones, laptops, cameras, and more.
What does gadget cover include?
• Protection against loss, theft, and damage
• A single article limit cover of at least £1000
• Gadget cover for each traveller named on the policy
The gadgets you want to insure must not already be covered by another policy (including your home insurance)
*You'll need a receipt as proof of purchase when making a claim.’
Nowhere here does it state that this was not included? As you say, perhaps this was done AFTER the policy was taken out which my point still stands that this is out of order and gives the impression you are covered when taking the policy out.

And then for the optional extras when proceeding to take the policy out, it only displays winter sports, cruise control and golf cover. Screenshot also taken. No gadget cover here. I would be happy to provide these to you for learning. I have evidence for all of my claims on this review, but yours do not line up with the phone calls I have had with you and Davies group. Regardless of what you imply, unfortunately it still stands that your documents are extremely vague and do give the impression that you are covered for things you apparently are not.

6. Anyone that can be bothered to read this far into review can go on compare the market now and see that gadget cover looks as though it is provided as a standard, and when you click on the little (!) next to it on the quotes page, it displays that text I provided above, giving the impression it’s included. There are reviews on Google that have stated similar where they’ve taken a policy out as they thought they were covered but then tried to cancel as it turned out they weren’t, so not a unique experience.

7. For extended cover, not standard.

8. Listen to the phone call please as your staff member says there is :)

Made a claim back in November which is underwritten by Axa but the claims process is shocking, keep getting told wait 10 to 14 working days. I would definitly recomment looking at other travel policies first before accepting Cedar Tree.

I took out travel insurance in December for a mid-February holiday. While checking everything for my nine-day trip, I realised I’d mistakenly arranged cover for one day fewer than necessary. When I rang the insurer to extend the policy by a single day, they added £102.90 to the original £350.17 premium. I accept I made a mistake, but this feels absolutely extortionate. Rip-off merchants.

Regarding your response below to my review, your member of staff explained that the £102.90 surcharge was due to the policy technically starting from the moment I took out the insurance in December. They claimed this was because they were carrying the risk of cancellation from that point which is different to the new explanation (check your recording for clarity).

I also followed your advice to price longer stays for comparison. For a 14-day trip in April 2025, I was quoted £264.07, which is £189 less expensive. Meanwhile, a 10-day policy for the same dates next year came to £352, which is £100 less expensive. These discrepancies only further highlight how unreasonable the additional charge seems.

Update to your reply to my review

I stand corrected and apologise for not including the optional extra. While we are talking numbers my holiday changed from 9 days to 10 days which is not roughly 22% but exactly 11.11% and the rate didn't increase by roughly 22% but exactly 29.38%.

So proportionally I feel 18.27% ripped off.

Update to your update

I totally understand that your rates are grouped and your gobbledygook about blended rates but that is a weak excuse for ripping people off.

I note that your English is even worse than your mathematics.
"you'd be able to extend you cover at no additional cost."

Had a lovely evening in the cedar tree today, would like to compliment the server that was serving the carvery, I believe his name is Mark! Lovely guy, amazing energy, do everything he could to make sure we had an amazing experience, he’s a lovely guy, funny nice to talk to, happy smiles all round, couldnt thank him enough, not the first time I’ve been and not the first time and definitely won’t be the last, the serve was there last time I was visiting and he was a breath of fresh air both times I seen him, also had a lovely waitress, with long brown hair, wiser lady, she was lovely too! Thank you for an amazing evening, very happy customers.

Clearly the 5 star reviews have never tried to claim from Cedar Tree.
I have an annual travel insurance policy but over Christmas we sadly had flights cancelled to Krakow with no option to rebook at all due to weather. First time ever claiming for travel insurance and we travel approx 3 times a year.
Ryanair fully refunded our flights, Cedar Tree will refund NOTHING. Not one single expense incurred. The reason given is that I pre-booked it?
Cedar Tree DO NOT COVER or pay out on anything you pre-book in advance - eg a hotel or any trips, airport parking etc.
So if you pre-book a holiday with accommodation planned ahead and you experience a non fault cancellation, then Cedar Tree still won't pay out.
Absolute disgrace - what's the point of their travel insurance!!
Don't waste your money.

Be very careful with this company! When you buy there insurance they put you on automatic renewal, they send you a quote a year later then automatically take the payment 9 days before the renewal date !

In reply to your response which is clearly stated by you as 7 days !! Why did you take the payment from my card 9 days before ??? I could post a copy of your renewal quote email which is totally misleading on this matter , which I have bought to the attention of your complaints department. And I will forward to the ombudsman !
It’s quite clear you take the payment early believing the customer will then accept it and not bother claiming a refund!!!!

In response to your second answer ! When people take out a policy with you do you automatically opt them in to automatic renewal and it’s up to them to opt out ???? Quite clearly in your email there is a box black lined above and below , in that box there are 2statements (When is payment taken ) and (the date of the renewal ) would you agree at a glance that is misleading??? Why put those in the same box ?? You do not take payment on the day of the renewal because it’s a form of entrapment! People go to cancel a few days before believing they have time but you have already taken there money and if they cancel the renewal you hold the money for a number of days before returning it !!!!

On the latest update you have highlighted your company policy quite clearly for all to see . When you buy your policy people are now aware that there is an opt out button ! People are now aware you have to cancel the automatic renewal at least 14 days before because you only count working days and not be fooled at a glance to your well thought out layout of your emails ! Thats exactly what trust pilot does ! Just a thought for your company , a year later peoples circumstances change! I for one will not use your company again ! I will forward all communications to the ombudsman!

So to recap you take the payment 7 days before the renewal date ( working days ) because of possible card payment failure ? !!! My house insurance , my car insurance , my public liability insurance all take payment the day of renewal!!! But there’s no problem because your company refund straight away which you point out you did for me ! But I requested a refund the morning you informed me you had taken it ? 31st December it’s now the 3rd of January what a surprise not arrived and it’s a Friday so because of the working day rule it can’t be till Monday at least which is the 6th! We will see if your company policies and emails are ok with the FCA and the ombudsman including the opt in opt out process. To me you are taking payment for 7 days when you are already covered from the previous years payment which you didn’t pay in advance but got immediate cover ? Like I said you take the early payment for entrapment hoping once you have taken the payment they can’t be bothered to cancel!
This company are now stating in a email that they are not covered or regulated by the FCA and the financial ombudsman! It clearly states at the bottom of there emails that they are ??? I’ve now had my emails transferred to a company called coverforyou.co.uk !!!!! Avoid

We made a claim on 27/12 and it was reviewed and confirmed with no fuss by 31/12.

When we needed to call them about something else, the phone was answered swiftly with clear and concise answers by the agent.

I'd not heard of Cedar Tree again and it's not often an insurance company handling a claim wins a future customer, but they have here.

So far Ceder tree was poorest experience with all travel insurance I ever had! Claim takes forever to be dealt with, and Mr Mustafe keep delaying it, by requesting not related documents to the claim. I would like to express my frustration trying to claim a compensation for delayed luggage over 12hrs during my trip, which involved additional expenses.
All required documentation was submitted during my holiday in early November and my partner who was in the same situation but with different provider received claim in a week!!!! So clearly this shouldn't take THAT LONG!
No offence but I paid to your travel insurance service and all required documentation was submitted, therefore as per your policy you should compensate and deal with claim as insurance company supposed to.
Now my email is ignored for over 2 weeks with no response. Delayed luggage claim shouldn't take for months to be compensated. This only indicates insufficiency of travel insurance provided by Cedar Tree.

Terrible customer service and claims handling. 12 weeks ago I submitted what should be a straightforward travel claim, when an unexpected cancer diagnosis and treatment led me to cancel a trip, with no preexisting conditions. I'm only claiming for part of the airfare since the rest was refunded or I was given a credit, so after the deductible they would only have to pay out <£350. It's been 8 weeks since I submitted what should be their final request for documentation - a second medical report from my GP after having already submitted the hospital report. A week ago they told me someone would get back to me "urgently" and today they told me they couldn't help me because the email address they wrote me from originally to say that, and which is on their website as how to contact them in case of a claim delay beyond 2-4 weeks, is only for sales. I can only imagine how obstructionist and unhelpful they would be for a less serious cancellation reason and/or a larger claim amount.

EDIT to respond to their reply: Yes, congratulations, after 12 weeks, multiple requests for an update, several direct complaints and two public reviews you finally paid my straightforward claim. I submitted my claim in August so stop with the Christmas period nonsense. 12 weeks goes way beyond your posted times and way beyond any other insurance company claims, and you added to the delay by waiting weeks to ask for additional information including what you'd already been given, on top of responses about appropriate contact methods that contradicted the information on your website. The fact that you feel the need to justify your handling of this claim is further evidence of your terrible customer service.

This rating dates back to a travel insurance claim from Feb 2024. The underlying insurers AXA who provide the service to Cedar Tree were absolutely awful when I needed emergency help in Dubai, diagnosed with a detached retina - something that is not predictable or known cause. In summary, neither did AXA help find a timely solution but delayed approval of my treatment to the point I would have had to pay - all against the policy which says that they will help provide a solution. Save for one AXA representative nearly all were hopeless at their jobs.

I eventually received some modest compensation months afterwards. Frightening experience.

I bought travel insurance with Cedar Tree for the first time in August for a ten day trip to Mauritius. My bag was misplaced on the outbound transit and I incurred quite a few expenses as a result. When I arrived home, I tried to file the claim on their website but wasn’t able to as the drop down menu wouldn’t work so I was unable to proceed with the claim. I then tried to contact the company by phone but could never get through to speak to anyone. As a last resort, I contacted them by mail. The reply I received was completely unhelpful. I was told this wasn’t the right department and to try again by phone. Suffice to say I wasn’t impressed and would not bother with them again, nor would I recommend them to others. An insurance company is only as good as their efficiency in dealing with claims when they arise. And this was neither efficient nor good.

I rang Cedar Tree at 1.33pm to get a quote for Annual Travel Ins. They quoted me £102.
I thought this was quite reasonable, so called them at 4.30pm to take out the insurance they had mailed me. Only to find out that it was now £133. They said that the rates had increased.
WHAT? £31 IN 3hrs.
I did not take out the Insurance. Shocking sales plans, which was a shame because the lady who gave me my initial quote was very helpful, and I could actually understand her

I purchased insurance through Cedar Tree, with AXA serving as the underwriter. When I recently needed to make a claim, Cedar Tree directed me to AXA, while AXA referred me back to Cedar Tree. Despite sending multiple emails to both companies and providing all the necessary documentation, I have yet to receive any responses or support. As a result, my item remains unrepaired and unreplaced.

Got a quote from cedar tree it didn’t have the over I wanted.
So adding the cover I wanted was expensive
So I cancelled it
Went to insure & Escape and got a far cheaper quote
Surprise surprise it turns out they are both the same company
That’s not fare and shouldn’t be allowed
My advice shop around

Very efficient and quick service from these guys at reasonable prices.

I took a heart attack 2 days before my holiday and they refused to pay out. I got emails about 2 months apart asking the same questions. I had to prove I cancelled while I was in hospital which I never did because I was very ill

Easy process and plain explanation of policy

Just So easy to make a mid year change to our annual policy and no hidden Admin charges.