Ace Europe have treated me very badly. They refused to pay out on a valid personal accident claim. I won two cases of data protection breaches. My case has now been with the Financial Ombudsman Service for nearly two years. I await the outcome from an ombudsman. Their administration was shocking as was their customer service. They had me under surveillance for two days which proved nothing except the company they use were not used to dealing in fact and chose to make up their reports. They also were reported to the ICO who in turn reported them to their regulatory division. I eventually secured all the paperwork that Ace Europe held on me... it was incredulous I have it in writing from Ace Europe to their broker stating that they didn't care what I did or said they would not be paying me a penny. Just for info my injuries were serious after a single vehicle road traffic accident and are as follows:
Fracture of left sacro illiac joint of the pelvis
Associated .superior and inferior bilateral pubic rami fractures.
Acetabular fracture on the right side of the pelvis.
Multiple fractures on the right side of pelvis.
4th, 5th, 6th, 7th and 8th right sided ribs fractured
Serious chest trauma
A large open wound predominantly over the right buttock and up to my to my right shoulder.
Elbow laceration
Large superficial grazes
Foreign body in upper inner left thigh
I was in hospital for three months and underwent 4 major operations.

You can see that I was indeed injured but Ace Europe refused my claim. My advice stay well clear.

Posted by D Wilford on the 4th May 2009

On the Ace Travel Insurance homepage, you are immediately presented with the main options down the left, including: Holiday, 65+ Holiday, Traveller (15-44), Traveller Plus (45-55) and Business. This allows you to quickly see which policy you want and takes you straight to the quote section.

For the instant quote feature, you are first asked to choose between Europe or Worldwide as your destination, and then you must say who is travelling, whether yourself, a couple or a family.

You are then presented with a grid, which is a slightly different feature compared to most other providers. The grid provides the length of stay and the corresponding premiums, and you then choose from one of these. There is also a winter sports option available.

You can choose from a ‘standard’ or ‘budget’ policy, but frustratingly it is not immediately apparent what is the difference. Instead, you have to download the full cover details which takes up a bit of time, and it would be far better if they just had a simple table comparing the benefits of each. There are also no additional ways to customise your cover after you have chosen one, and the whole thing seems a bit rushed.

The whole process is clearly designed to try to be more simple, but in the end it comes across as a bit confusing, and the prices are not particularly brilliant for the cover on offer.

Posted by Sarah Matthews on the 2nd September 2008

A few years ago I went backpacking around Australia and managed to cut my hand badly enough to need an ambulance, surgery and lots of after care. The 24 hour medical assistance line from my Ace policy was brilliant, they phoned me back all the time to check I was ok, and most importantly phoned at the right times. As I was 10 hours ahead of of UK time, it was great to know that they weren't going to wake me up in the middle of the night! I then had to fly home for a funeral, and they paid for the flight home and back to Australia, without any hassle! I was very impressed with the service I received. However, I then used Ace again for a trip to Thailand, and missed my flight home due to a massive queue to get through security and customs in Bangkok, which was entirely out of my control, and I had arrived at the airport in plenty of time (3 hours before flight) Ace refused to pay for my extra expenses to get home, and I then sent an email to them complaining and explaining that the situation was out of my control, and I heard nothing back. So while I was happy with Ace's medical assistance, I was extremely unhappy with the way I have been treated regarding their claims and complaints procedure.

Posted by Jennie McLoughlin on the 5th June 2008