Here are our WORST Trustpilot reviews (no, seriously)

“Stay away from this insurance!!!”  

“I’m not sure if they are being deliberately unhelpful or are just generally incompetent.”  

“I will not be purchasing coverage again.”  

“Total trash.”  


We’re not going to lie; negative reviews like these really sting. We genuinely aspire to wow every customer who takes out insurance with us – but in these rare instances we failed big time. 

Why? Well, take a look at the full comments and you’ll probably work it out. 

They’re all about claims. 

Our website was “easy and simple to navigate”, our price fair, our operations team “incredibly helpful” – but claims just kept letting us down.  

You see, like many travel insurers, we’d been outsourcing our claims function, allowing us to focus on improving our products and our emergency travel assistance services, on developing tech, as well as the overall customer experience. 

So, what did we do? We moved claims in-house, that’s what. 

No more outsourcing. No more lengthy processes.  And this includes all our customers and partners alike.  

We’ve been working tirelessly behind the scenes to bring our US claims function in-house and to the same standard we operate every other aspect of the insurance equation – by handling it ourselves.  

It’s a no brainer! 

Our existing tech capabilities are already well suited to the in-house claims process, allowing customers to file a claim digitally from any device. They’re also easily supported via API across distribution partners’ platforms and lead to rapid payment via the customer’s preferred method. 

In-house claims combined with our own tech is just one of the ways we’re committed to transforming travel insurance for our customers and our partners. Find out some of the other ways here. 

Oh, and if you’ve scrolled down this far, we’re not letting you leave without reading some of our BEST Trustpilot reviews as well (ahem, 4.8 out of 5 with more than 1,500 reviews so far)! 

“I love battleface! Fair pricing & awesome customer service!”  

“Outstanding professionalism and superb service standard.”  

“My experience with battleface has been unexpectedly good and they are now on the top of my list for travel insurance providers.”  

“I will recommend them to everyone considering travel.”