Flexicover Travel Insurance

Flexicover is a division of Citybond Holdings plc, which has been trading for 26 years providing low cost Travel Insurance for UK residents. Automatically covering over 300 pre-existing medical conditions and 100 sports activities at no extra cost, Flexicover offer some of the lowest priced travel insurance policies in the market. With a customer base of over 1.5 million, Flexicover pride themselves on the excellent customer service and value for money they deliver. Buy a Flexicover policy today and let them tailor the right policy for you and have your cover up and running within minutes!

Policy Types

Flexicover Travel Insurance
  • Single Trip
  • Annual Multi Trip
  • Backpacker & Long Stay
  • Winter Sports

Policy Benefits

  • 24-hour emergency assistance
  • Medical expenses up to £10,000,000
  • Personal liability up to £2,000,000
  • Personal accident up to £20,000
  • 14 day cooling off period*
  • 10% online discount when you enroll for our free newsletter
  • 24 hour Medical Emergency Helpline
  • Optional Winter Sports Cover

Contacts

Visit Flexicover Travel Insurance for a quote.

Customer Service Tel:0845 223 4520
24 Hour Emergency Assistance0044 (0) 1444 442077
Claims 0870 737 5818
Legal Helpline0870 737 5817


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After a horrendous holiday in which we chose to return home 6 days early, I put in a claim to Flexicover for the medical costs incurred due to my young son getting gastroenteritis. Claim was paid to the amount expected within 1 month. Very pleased.
Posted by Katy Collin on the 23rd July 2013 5 stars
Whilst visiting the US I was taken ill with breathing difficulties - one call to flexicover - and when I arrived at the hospital they were all ready for me. I spent 4 days in intensive care.
They even asked the hospital if I need a nurse to fly back to the UK with me once I was allowed home.

My claim separately included local Pharmacy receipts which, were covered without quibble.

For flexicover I have nothing but praise.
Posted by Bob Penn on the 7th May 2013 5 stars
Now that I have red these I hope I don't have to claim. Wanted 10 days cover in September in addition to the 19 days I have for April and they want £15 more than my April quote. I'll keep looking.
Posted by Sylvia McKay on the 31st January 2013 1 stars
I bought Annual cover in Feb 2012 for myself and husband to come into force on 1st March. I told them about my husbands diabetes and was charged an extra three pounds which was great. On the 25th of April after a scan we were told the devastating news that my husband had Pancreatic Cancer. As our holiday was booked in January due to go to Turkey on 8th June, we waited till 12th May to see if we could still travel but unfortunately had to cancel on doctors orders. We told flexicover our reasons for cancelling our holiday and after countless emails and all paperwork sent twice to them they informed me today 13/9/12 that they were not paying out as I didn't tell them that my husband was being treated for cancer. How could I tell them when we didn't know ourselves till 25th April after a scan which the doctors thought was his diabetes playing up as the pancreas plays its part with the production of insulin. So please be warned before you buy their insurance if anything unexpected happens they will not PAY out.
Posted by Irene Hillen on the 13th September 2012 1 stars
This company automatically renewed our travel insurance without us knowing and took the money from our bank, we were covered last year without knowing it, we didnt need or want it!
Posted by sandra hhoughton on the 20th July 2012 1 stars
DO NOT USE THIS COMPANY

My flight was cancelled between porto santo and madeira, the insurance company would not cover this because it was not my main flight back to London Gatwick. My internal flight had been moved to later later that day, if I had taken this I would have missed my main flight back to London. When I found out my INTERNAL flight was cancelled I came back a day earlier so I would not miss my original flight. I ended up paying for a nights hotel, because if I missed my flight BACK TO LONDON I would have had to wait and pay for an extra 3 nights hotel costs and extra flight charges because the flights were full. When I spoke to the insurance company they said they MAY have PAID always quoting the small print. YOU NEVER KNOW HOW GOOD A COMPANY IS UNTIL YOU GO TO CLAIM BE WARNED THEY ARE RUBBISH.
Posted by A.H on the 3rd July 2012 1 stars
I needed medical assistance twice whilst away on an 18 month policy. But when it came to getting them to speak to the hospital or claiming money back that I had to pay directly to the hospital, it is a nightmare. There have been repeated phonecalls whereby I am told that they will sort it or call me back and they never do. Otherwise, they just pass you to a different department and you go around in circles. It seems that they know the correct things to say to you but never actually do anything about it. Nothing has been resolved yat and so at the point of starting a complaints procedure.
Posted by Caroline Barnett on the 13th February 2012 1 stars
I took up an annual multi-travel family policy with Flexicover. On a recent travel, my daughter lost here camera, Nintendo and MP3 player. I tried to make a claim following all the recommended procedures - they don't even bothered to send me the claim form or respond to my email. FORGET THEM.
Posted by D. Ng on the 23rd January 2012 1 stars
Thanks for the reviews............... think I'll keep shopping !
Posted by WOOD on the 13th January 2012 1 stars
I also wish I had read the reviews before purchasing annual multitrip travel insurance from flexi-cover. They really know how to work the small print to aviod paying out. Having been advised that I did not need to contact the police at Gatwick having lost a pair of prescription spectacles on a flight back; they have refused to honour my claim saying that I did not follow the rules and also did not report the loss to the airline on time. I spent a weekend trying to contact lost property at Gatwick but was unable to get a response but did it as soon as I could the following week.
My advice would be don't waste your money on this company but pay a bit more and go elsewhere
Posted by James family on the 19th December 2011 1 stars
don't go there, total waste of money! flexicover is all to keen to get your custom but when it comes to honouring a claim, all the small print comes out and hey presto, it turns out your not covered for almost everything!
Posted by frama on the 11th August 2011 1 stars
IF YOU NEED TO MAKE A CLAIM YOU ARE IN SERIOUS TROUBLE...AND SUBSEQUENTLY DEBT!
If there were a zero star to select that would be the obvious choice!

We took a year long worldwide policy. My partner suddenly became ill while in Las Vegas. No prior health problems! He was admitted to hospital and placed on a drip. Kept in for days. No diagnosis found, but dangerously high fever. Bills were extortionate, unsurprisingly. Flexicover have tried everything to not cover the insurance, and we have had the hospital chasing us for multiple thousands of pounds for years. The case continues!
Posted by A Jones on the 12th June 2011 1 stars
Do NOT get your insurance from this company. Unfortunately I didn't take notice of the reviews on here when I purchased mine! Their customer service is not bad - but if you get through to them on the normal good luck in understanding them! They have refused to cover me and my husband, despite us having already bought the policy and refuse to give us a refund even though the policy is of no use to us! STAY AWAY. If you have been stung by them, try reporting them to the Insurance Ombudsman.
Posted by N U on the 6th May 2010 1 stars
Had to have an operation which was not anticipated when I booked my holiday. It was a completely new condition and did not relate to any pre-existing medical issues. It meant me having to cancel my flight to Canada and put in a claim on my policy. All contact was speedy and efficient, and my claim was paid in full. I remain a satisfied customer.
Posted by Carolyn Uden on the 18th April 2010 5 stars
I have had an annual policy with them as the cover looked good and was competitively priced. However I wanted to renew my policy and asked about cover for in case of airline strikes, i.e. BA. they have changed their provider to AXA and after 3 separate calls trying to find out if I would be covered and being passed from one provider to another, spending long periods on hold and being told it was the other provider. After 3 calls taking a total of 2 hours I have given up and cancelled my annual policy as I am concerned that if this is the run around just to get a question answered what on earth would happen if I had an emergency and had to contact them.
Posted by C Finch on the 3rd February 2010 1 stars
Awful service. They took £9.00 off me for a policy which is due to start in March 2010. They didn't send me a certificate and after 3 times of asking, still won't. I took my insurance elsewhere and they wont give a full refund.
Posted by Owen G on the 1st January 2010 1 stars
I have been using Flexicover for myself and my partner. I am not sure about the previous reviews but they definitely have improved their customer service. There is hardly any waiting time and you are talking to a real person without typing in 10 different options on the phone. The claim was resolved in a methodical manner and I got my claim money in time. A very satisfied customer - Thanks!
Posted by James Myner on the 4th November 2009 5 stars
When we collected our luggage from baggage reclaim the case had a massive crack on the front. It was completely useless. We made the claim to flexicover, who refused to pay out unless we took the luggage to the store we had bought it from and got written confirmation that it could not be fixed. We worked out it would have cost more to actually get back to the town it was bought from, and this is assuming a retail store would even oblige with our request! Photographic evidence of the extent of the crack was not sufficient, (it was massive!) but apparently this wasn't enough. After a few months of arguing with them, we gave up. You get what you pay for - this is cheap, but not worth it! They put so many hurdles in the way that it is just not worth the frustration. Wish we had paid £5/£10 more to be insured with a reputable company. AVOID!
Posted by Caroline Scott on the 3rd August 2009 1 stars
There customer service is shocking, sent an email regarding additional sports cover, had no reply, then called them only to have a very unhelpful person ask me which website I had been on!! and that they do not cover jet skiing even though in the policy they say they can organise additional terms!
Posted by Ben Green on the 5th June 2009 1 stars
DON'T TOUCH THEM !!!!!!!
FLEXICOVER DIRECT TRAVEL INSURANCE STINKS !!!!
Problem:
Broken Promises
Date of Problem:
2004-12-30 10:15:14.0
Company Name:
Flexicover / Europ Assistance
Has this problem been resolved yet?
No
Submitted by:
Martyn James Ravenhill

Where can anxious senior citizens turn for peace of mind when it comes to travel insurance? Certainly not to UK's CITYBOND HOLDINGS PLC Flexicover company, going by my mother's experiences.
My mother, who is in her mid seventies and underwent a double bypass a few years back, had to pluck up a lot of courage to make the trip to my home in Mexico for a family reunion. She responsibly checked with her GP for medical clearance, and got it verbally but also in the form of a letter pronouncing her fit to travel. All her existing conditions & medications were declared, and she paid extra premiums to secure the cover that would give her peace of mind. All the cover she needed, or so she believed.

According to Flexicover, however, she was taking an appalling risk with their liability. What she ought to have done, before flying, was to have presented herself at a casualty department and somehow tricked the staff into removing her perfectly functional gall bladder. This might have proved impossible [given that there were no symptoms to justify emergency treatment], but it would nonetheless have reduced the risk to Flexicover.

Whilst in Mexico my mother was unlucky enough to have a gastic upset which inflamed her gall bladder, and due to the presence of stones in her gall bladder she needed to be hospitalised. It was an agonising emergency. Knowing there were no specific exclusions for gallstone cases and that this was a genuine medical crisis, she tried to initiate the claims procedure from her hospital bed, and found herself dealing with the reality of Flexicover's misnamed customer service. FULL STORY CONTINUED AND UPDATED.......
SEE LINK
http://www.thesqueakywheel.com/complaints/2004/DEC/complaint5829.cfm
Posted by Martyn Ravenhill on the 14th December 2008 1 stars
FLEXICOVER DIRECT TRAVEL INSURANCE STINKS !!!!
Problem:
Broken Promises
Date of Problem:
2004-12-30 10:15:14.0
Company Name:
Flexicover / Europ Assistance
Has this problem been resolved yet?
No
Submitted by:
Martyn James Ravenhill

Where can anxious senior citizens turn for peace of mind when it comes to travel insurance? Certainly not to UK's CITYBOND HOLDINGS PLC Flexicover company, going by my mother's experiences.
My mother, who is in her mid seventies and underwent a double bypass a few years back, had to pluck up a lot of courage to make the trip to my home in Mexico for a family reunion. She responsibly checked with her GP for medical clearance, and got it verbally but also in the form of a letter pronouncing her fit to travel. All her existing conditions & medications were declared, and she paid extra premiums to secure the cover that would give her peace of mind. All the cover she needed, or so she believed.

According to Flexicover, however, she was taking an appalling risk with their liability. What she ought to have done, before flying, was to have presented herself at a casualty department and somehow tricked the staff into removing her perfectly functional gall bladder. This might have proved impossible [given that there were no symptoms to justify emergency treatment], but it would nonetheless have reduced the risk to Flexicover.

Whilst in Mexico my mother was unlucky enough to have a gastic upset which inflamed her gall bladder, and due to the presence of stones in her gall bladder she needed to be hospitalised. It was an agonising emergency. Knowing there were no specific exclusions for gallstone cases and that this was a genuine medical crisis, she tried to initiate the claims procedure from her hospital bed, and found herself dealing with the reality of Flexicover's misnamed customer service.

Naturally anxious, whilst recovering from surgery, at the looming bills which exceed $20,000, my mother tried to process her claim through a succession of ignored messages, unreturned calls, lost paperwork and referrals to other departments. Finally after medical reports were received from the hospital, Flexicover opted to decline my mother's claim on the grounds that it represented a pre-existing condition.

Presumably this is intended to reflect the fact that the stones were already there the week before, when my mother left England in comparatively good health.

Useless to prove to Flexicover that my mother had specific written clearance from her doctor for the trip. Useless to point out to Flexicover that this emergency was entirely unforeseen and unheralded, and that my mother's failure to declare the presence of her then-benign gallstones was due to the fact that she had no reason to consider them a risk. All Flexicover have to say on the matter is that they will decline to accept the claim.

It is rather like declining a claim for appendicitis on the grounds that the presence of an appendix is a pre-existing condition. Really we must remind all people taking out policies with Flexicover who have NOT had their appendix removed to declare the on-going presence of their appendix to Flexicover loud and clear. That way Flexicover can refuse to pay out AND charge an additional premium, which is of course the only point of a Flexicover policy - not to be covered, or to claim, but to PAY.

How the staff must have rubbed their hands in my mother's case, realising that gallstones do not materialise overnight but build up over time. Pre-existance is the key, you see. The golden key to the door which Flexicover like to shut in an old person's face when, at a time of sickness, the old person reaches out for the help they thought they paid for.

Flexicover decline to speak to me, her son and, for data protection reasons, will only argue their case with my elderly, frail and despairing mother - my mother who has high blood pressure and does not feel up to battling for her entitlements whilst still recovering from surgery. She is hardly able to sleep for worry over this enormous medical bill. It will sap her entire life savings. She is wondering whether she will have to sell her home when she returns to the UK.

At her time of life, she finds it hard to summon the energy to contest this outrageously unfair decision. Is this perhaps why Flexicover target the elderly in their advertising campaigns, in the deliberate hope that they will get away with turning down valid claims? Perhaps it does make good business sense, to collect the trusting premiums of senior citizens and then challenge them to fight for their entitlements whilst in their dotage? And what now? A lengthy wrangle so that the old person has time to die before payment needs to be made? I pray God this horrific shock and betrayal will not do my mother lasting harm..

What of other old folk who are on their own?
UPDATE 3 JANUARY 2005

I have learned that other people receive exactly the same treatment from this outfit, here is another abuse victim, there are probably 100's of identicle cases :-
please see the below link and see what happened to poor Helen Hatton.

http://www.rhinocreditcards.com/Notworth-the-bother/

IMPORTANT UPDATE 6 JANUARY 2005

I wish urgently to update, with certain developments, all people who have
read about this episode so far.

Flexicover contacted my mother and I on 5/1/05 discussing my mother's case in
full and I am now satisfied that they are fully entitled, within the terms
of their contract, to turn down my mother's claim. This is on the basis
that my mother did in fact [unbeknown to me] receive treatment for gallstone
trouble in May 2004, and yet she failed to declare this as an
on-going condition. Flexicover have obtained her medical records and cited
other minor examples of ill-health which my mother failed to declare. One
of these was that she had complained to her GP about having a headache a few
days before travel and had some of her medications varied, and again she
failed to declare this. Having studied the detailed response from
Flexicover, which was only sent to us by email yesterday 5/1/05, I find that
I must agree their decision has been fairly made.

To say we are happy with their decision would be far from true however. On
5/1/05 they sent their explanation of their decision, but within 24 hours it
was followed by a solicitors letter. Flexicover/Europ Assistance Holdings
Limited (UK) have engaged solicitors who have now threatened us with legal
action unless we confirm in all directions that they have behaved properly.
Before they take such action they offer us time to think the matter over,
although of course we thought and spoke about little else over the holiday
period. Indeed, we must now bow to the rightness of their position, and
acknowledge that my mother was the one at fault in this affair. She forgot
to declare everything she should have, and the fact that her gallstone gave
trouble during her stay in Mexico is undoubtedly her problem and not theirs.
Nevertheless this must present a cautionary tale to any other old person
seeking travel insurance, because old people are so prone to multiple
infirmities, and so prone to being confused, forgetful and vague, not to
mention doubtful over what to say and what not to say when it comes to
applying for things like insurance. Anyone with a grain of sense who knows
my mother would recognise that this failure to declare the gallstone risk
was a plain and simple mistake, something overlooked by an old lady whose
first concern was her heart and blood pressure. She takes many medications
which are often varied if she suffers side effects or as symptoms alter.
She paid additional premiums and took the trouble to get a doctor's letter
authorising her to travel, and acted entirely in good faith. We must accept
that she forgot to declare the gallstone problem, but it was not deliberate.
It was an oversight by an elderly lady preoccupied with her heart problem
and anxious over getting ready to travel. It is a mistake which any elderly
person with a myriad of previous health problems might make. Gallstone
problems cannot be manifested at will, as a national health patient, what
would my mother have to gain by deliberately incurring medical charges in
Mexico? She didn't foresee the problem, and what else is insurance for but
to deal with unforeseen emergencies? They don't offer insurance for things
you've forgotten to think of, do they? What a pity. I am sure my mother
would have signed up for that and paid the premium to be on the safe side.
As it is, she must simply accept this huge medical bill and put it down to
experience for when [joke] she takes out travel insurance again.

The company's preoccupation with medical records makes me wonder why on
Earth they don't seek access to these records before they accept a client
for cover- that way they would have all the medical background they want.
My mother would certainly have agreed to that to avoid any question of not
having declared material things. Don't insurance companies realise that
people don't keep copies of their medical records in their houses? If they
did people could simply read things out rather than rely on shaky memories.

Well, I have done what they demanded, I must admit that, according to their
contract, they have right on their side. I suppose it remains to be seen
whether they have a heart!

Martyn James Ravenhill
Posted by Martyn Ravenhill on the 13th December 2008 1 stars
Flexicover provides a cheap and cheerful service, but it really ends there. There are hardly any special features to make it desirable, but if you are shopping solely by price then you can’t go far wrong. An effort is also made to make the service as easy to use as possible, and I was impressed by the detailed FAQ section which answered most of my queries.

The four main types of cover are Single Trip, Annual Multi-Trip, Winter Sports and Gap Year. However, it is not possible to purchase business, golf and wedding insurance, which is a surprise as these are offered as standard on many other policies.

The quote process is quick and easy, and you can choose from a single traveller, a couple, a family or a single-parent family. This is quite a unique feature that, although it did not apply to me, will certainly prove useful for many travellers.

After you get your quote you are provided with two different cover levels: Elite and Essential. The Elite includes baggage and the Essential doesn’t, but that is the only difference.

The key policy features are provided on the same page as the quote, making it easy to see what you are covered for, and the policy details are always available at the top of the page for reference. You are also provided with the premiums of other insurance providers to compare prices.

Usefully, you can save your quote and retrieve it at a later date, allowing you to shop around a bit before you buy it. The company is so cheap that they obviously have faith that you won’t find it cheaper anywhere else.
Posted by Brian Denwick on the 15th September 2008 2 stars
DO NOT USE!!!!!! Appaulling company even had the gall to say 'if you don't stop complaining we will leave your parents out there to die' Nice when actually they did in an awful accident. Then sent them a 10% the next policy offer. Nice. CHEAPEST POLICY IS NOT THE BEST OPTION WHEN YOUR LIFE IS AT RISK!!
Posted by sarah law on the 27th May 2008 1 stars