A customer has raised concerns about excessive charges when amending their travel insurance policy with Staysure, leading to a warning for potential policyholders. The individual shared their experience in a letter, describing how the insurance company demanded a £30 fee to make changes to their £75 travel insurance policy.
The customer explained that when they called Staysure to update their medical declaration, they were told they would incur a £15 charge for the phone call. They also found that they had to use the company’s online portal to make changes, despite a pop-up message advising them to call.
The customer had recently undergone a biopsy and wanted to update their medical information. However, they now face an additional £15 charge for a second call to provide their results. The total cost of £30 for two phone calls to update a policy worth £75 was described as “preposterous.”
Staysure, however, clarified that only one fee would be applied per issue. The £15 charge would have been waived if the customer had not ended the call prematurely.
Staysure also encourages its customers to use the MyStaysure online account, where policy changes can be made free of charge.
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