Collinson Group Reviews 

We started our claim 2 months ago after I was ill with a virus and chest infection so was unable to travel. we have sent all the information requested, all we get are requests for more information that we have already sent and after 5 weeks a request for us to contact Crystal ski for Collinson to have permission to discuss our payments even though they already had invoices from crystal and bank statements. After contacting trust pilot Collinson were quick to process our claim and pay it in full

Unfortunately, we have to cancel our holiday and make a claim with Collinson insurance, after they received our medical certificate from the doctor and relevant paperwork regarding our holiday costs, the whole claim was paid out in a speedy & timely fashion.

My experience was great. They responded to my query promptly and it didn’t take long to process my application.

Really awful experience. This company has made an art out of not paying. Offered us £4 compensation for a weather-related delay of 6 days. They won’t reply to emails. We’ve referred them to the ombudsman. I’d avoid at all costs.

Excellant and efficent service , great communication and quick service 👏👏

The claim process was simple and efficient

Claim for cancellation of holiday submitted on 16 December 2025, chased up in January and February and still waiting. Would not recommend buying travel insurance with any company whose claims are managed by Collinson Insurance Services.

Outstanding service and claim turnaround in what is clearly a super busy time for the industry; a classic case of getting what you pay for ... maybe not the cheapest option out there, but quality.

Unable to get through on website, says a dangerous site tried multiple times, also doesn’t recognise email and unable to change forgotten password .. very frustrating

Dishonest and unprofessional- still chasing for a claim made 3 months ago. Do not use these so called insurers.
They won’t pay out and are clearly a scam.
They then pretended to deal with the issue - see comments below but again that’s misleading as nothing has happened. Do not use these guys.

Terrible experience dealing with Collinson Insurance Services.

The claims process involved long wait times and a claims team that appeared unfamiliar with basic insurance principles. I was asked to provide documents from a third party who is not insured under the policy and has no insurable interest, which made the request unreasonable and impossible to satisfy.

Communication was slow, responses were generic, and there seemed to be little understanding of the fundamentals of claims handling. Instead of properly reviewing the claim and the information already provided, the process felt unnecessarily complicated and poorly managed. Collision has made every barrier to claim or pay out.

Overall, a very frustrating experience and not the level of service you would expect when you rely on an insurer during a travel disruption.

Do not insure with them.

I’m very disappointed with my experience with Collinson Insurance Services regarding a travel insurance claim.

I visited my GP on 13 February 2026 due to a routine throat infection and was simply given medication. At that time I was not advised to cancel travel and was considered fit to fly. Based on that, I purchased the travel insurance policy on 15 February 2026.

After purchasing the policy, I tested positive for COVID-19 days later and became too unwell to travel. During a second consultation with my GP following the COVID diagnosis, the doctor confirmed that I should not travel and provided the medical documentation required for the claim.

However, the claim was rejected on the basis that I had supposedly been advised to cancel my trip on 13 February, which is simply incorrect. The GP letter we submitted clearly explains that the cancellation advice came during the second consultation after the COVID diagnosis, not during the earlier appointment for tonsillitis.

It’s frustrating that such a basic detail appears to have been overlooked. When you’re dealing with insurance during an already stressful situation, you expect the documentation you provide to be read carefully and assessed accurately.

Based on this experience, I’m quite disappointed with how the claim was handled.

I’ve purchased 17 policies with you over the past three years. If this is not rectified, I will never use you again.

I’m very disappointed with my experience with Collinson Insurance Services regarding a travel insurance claim.

I visited my GP on 13 February 2026 due to a routine throat infection and was simply given medication. At that time I was not advised to cancel travel and was considered fit to fly. Based on that, I purchased the travel insurance policy on 15 February 2026.

After purchasing the policy, I tested positive for COVID-19 days later and became too unwell to travel. During a second consultation with my GP following the COVID diagnosis, the doctor confirmed that I should not travel and provided the medical documentation required for the claim.

However, the claim was rejected on the basis that I had supposedly been advised to cancel my trip on 13 February, which is simply incorrect. The GP letter we submitted clearly explains that the cancellation advice came during the second consultation after the COVID diagnosis, not during the earlier appointment for tonsillitis.

It’s frustrating that such a basic detail appears to have been overlooked. When you’re dealing with insurance during an already stressful situation, you expect the documentation you provide to be read carefully and assessed accurately.

Based on this experience, I’m quite disappointed with how the claim was handled.

I’ve purchased 17 policies with you over the past three years. If this is not rectified, I will never use you again.

UPDATE: I booked this on easyJet. There was no option to declare any prescription medication. Furthermore, your agent’s decision was based on them incorrectly reading the dates. Your colleague on the phone said that tonsilitis is a non-screenable condition and therefore nothing to declare. Check call recording

Whilst my claim for a partial repayment of a flight I missed because of illness was successful, this company made the claim process painful and frustrating. Contradictory requests for more and more proof on my part led to a confused and dragged-out experience. They ended up with access to my entire medical history, two letters from my GP (£30 each), and full copies of my financial transactions - each request from a different individual and weeks apart. It was sheer bloody-mindedness that kept me going with the claim despite being ill myself - I was under the impression that they were hoping I would just give up and go away! I would not recommend this company at all.

EDIT: I appreciate the reply to my initial review, and of course understand the need for investigation into any claim made against policies. However, I stand by my criticism of my experience of the claims ordeal. My first GP letter was as described because the Collinson rep told me that was all that was required. Subsequent communication then became more and more convoluted with some of the written requests not even making sense - obviously badly cut and pasted from stock forms, or requesting duplicated information. The medical information requested was not for a specific short period - it was a request for my GP to account for any and all past or current medical conditions going back decades. The financial information requested was duplicating the invoices and receipts already submitted weeks beforehand and the company refused to accept a redacted copy of my CC statement despite them having suggested that I redact any non-relevant information before sending it to them. It's over now, and I'll chalk it up to experience, but it was the hardest-won £900 claim I have ever made - it felt like I was claiming millions!

Our claim apparently doesn't exist online. Insisting on using difficult documentation process which could be easily collected by phone and checked with permission - making us do all the work at a stressful time. Will pursue with a human - if they start to do what they promise it would be a start. One star is not low enough.

I actually would rate it zero!
Can't talk to a human (on the phone for ages with no joy) and the online claim did not work for me. Complete waste of money and time - would absolutely NOT recommend this travel insurance policy at all! very disappointing and will not make same mistake twice

9 weeks to agree a claim. Promised calls not made. Complete lack of communication. Still not getting our address right

When taking out travel insurance with post office/collinsons make sure you consult your doctor and hospital records because they will use any excuse to refuse or lower your claim
If your doctor requests you carry our a test or sends you to hospital for an examination or scan when no further action is required they class this as a pre existing medical condition.
AVOID THIS COMPANY AT ALL COSTS
Case number 799887 Stephen Smith

The company were extremely efficient in dealing with my claim.
They listened, went away to verify details and kept me informed during the whole process.
I felt reassured that I had chosen the best company for me for my travel insurance.

Never spoke to the same person twice. My claim has now been mixed up with someone else's quotng incorrect figures/ and been refused! Have got to try and call them again now. Very stressful when you are having for cancer and had to cancel your dream holiday.
Have now sent a letter with regards to contacting Ombudsman. My husbands claim is going to paid but I still haven't heard anything about my claim, different policy, but the same trip, and I am the injured party. I.e the one with cancer. Even more stress.

Claim submitted by phone on 12th Jan as I am not too good using the computer for attachments etc. However after a long phone question answering session everything reverted to online correspondence and submissions of paperwork. I corresponded with 6 different claim handlers and interchanged 15 individual Emails with attachments some of which were duplicates as the originals supposedly could not be found. Settlement was finally concluded 23rd Feb nearly 6 weeks later. After all of that I was left a little short of my total claim but by which time I had lost the will to pursue it further.