Customer reviews of IATI Insurance

New arrivals from India

My partner and I were travelling round India for about 17 days, including flights and so on, and my partner came down with indigestion, so we had to go to hospital and she was admitted for 24 hours, as there was no way to get in touch with IATI’s assistance service. Now, from Spain, we’ve managed to contact them, but they won’t cover the costs because we don’t have the supporting documents they’ve asked for. If this ever happens to you, make sure you ask the doctor, hospital or whoever for everything, just in case – and even then, you’ll see how it goes.

A bittersweet taste, but not too bad

On my trip to Thailand with my partner, we had to go to hospital because of food poisoning; we had trouble getting in touch with IATI, which meant we had to pay the hospital bill up front. After we managed to get in touch with IATI and submit the expenses to them, there were some things they refused to cover, such as the initial consultation and first-aid treatment, although they did cover the overnight stay. Well, that’s what I wanted to share.

Waiting for the refund

My wife, my two children and I went on a trip, and our youngest had a minor operation. After speaking to IATI on the phone and having to pay the money up front, two months on I’m still waiting for them to reimburse us. On the phone they say everything is in order, but there’s no way of getting the money back.

Reembolso de 250 € pendiente

Mi madre lleva desde diciembre esperando un reembolso de 250 euros sin solución.

Cancelación por bronquitis

No pude viajar por una bronquitis y mi solicitud fue rechazada; además tuve problemas con la web para presentar la documentación.

Problema con el sistema de pago

No pude completar el pago online con dos tarjetas después de rellenar los datos de contratación.

Enfermedad durante crucero

Mi hijo enfermó durante un crucero y seguimos sin recibir los pagos dos años después.

Proceso de reembolso lento y confuso

Critico un proceso de reembolso que me parece farragoso, lento y con una comunicación poco clara.

Sin respuesta del seguro

Me quedé esperando una respuesta que nunca llegó y cuestiono que me pidieran de nuevo datos que ya estaban disponibles en la aplicación.

Equipaje perdido y documentación

Presenté una reclamación por equipaje perdido y no estoy de acuerdo con que me exijan facturas del contenido; la empresa indicó que faltaba documentación.

Gastos médicos de crucero sin respuesta

Mis padres tuvieron gastos médicos durante un crucero y llevo dos meses sin una solución clara al reembolso.

Cancelación de viaje y vuelos internos

Presenté una reclamación por un viaje a Vietnam que se canceló en 2020 y me rechazaron el reembolso de los vuelos internos.

Reclamación por retraso de vuelo prolongada

Mi reclamación por retraso de vuelo se prolongó durante meses con peticiones sucesivas de documentos y terminó denegada.

Crítica a la atención en emergencias

Mi experiencia con la atención y la burocracia fue muy negativa en situaciones que considero de emergencia.

Reembolso pendiente

Sigo esperando una respuesta sobre el reembolso asociado a mi expediente.

Comunicación comercial deficiente

No llegué a contratar porque no conseguí resolver una consulta sencilla y me redirigieron repetidamente por teléfono.

Reembolso de entradas denegado

Cancelé unas entradas y no estoy de acuerdo con la denegación del reembolso después de haber aportado la documentación.

Reembolso por enfermedad inferior a lo esperado

Cancelé por enfermedad y el reembolso inicial fue muy inferior al que esperaba; actualizo mi reseña porque después me ofrecieron una cantidad mayor.

Dificultades para conseguir cita médica

Me solicitaron información adicional después de emitir mi póliza y no conseguí respuesta efectiva por email ni por WhatsApp para concertar una cita.

Reembolso pendiente durante meses

En mi reseña pública señalo que llevo aproximadamente seis meses esperando un reembolso.

Factura hospitalaria pendiente

Llevo tres meses esperando a que se abone la factura hospitalaria de una emergencia de mi padre.

Equipaje retrasado y gastos de emergencia

Sufrí un retraso de equipaje y tuve que comprar ropa de emergencia; no estoy de acuerdo con la decisión de no reembolsarme esos gastos.

Asistencia por fractura y silla de ruedas

Tuve dificultades para contactar y para desplazarme a un hospital lejano; después hubo desacuerdo sobre la cobertura de una silla de ruedas que no estaba prescrita expresamente.

Problema con fechas de la póliza

Hubo una discrepancia entre la fecha que creí seleccionar y la fecha emitida en mi voucher, y después no nos pusimos de acuerdo sobre el crédito o la corrección.

Atención al cliente sin resolución

La atención al cliente me pareció lenta y poco útil y mi problema quedó sin resolver.

Condición preexistente y cobertura

Tuve una incidencia médica relacionada con una condición previa; la empresa respondió que no contemplaba tratamientos derivados de síntomas existentes en el momento de contratar.

Reembolso pendiente más de un mes

Envié la documentación mediante la app y por email y esperé más de un mes; después me respondieron indicando que el proceso se había completado.

Factura médica pendiente durante meses

Llevo meses persiguiendo el pago de una factura médica de importe reducido y critico la falta de respuesta.

Reembolso médico no recibido en el plazo indicado

Entregué la información del proveedor médico, me dieron una previsión de reembolso de nueve días y sigo esperando tras varias semanas.

Refund after more than 60 days

I am updating my review to say that I have finally received the money, but I take issue with the succession of requests for documentation and the repeated extensions to the deadline.

Audífono excluido de cobertura

Perdí un audífono durante un problema de oído y me rechazaron su coste; la empresa respondió que los audífonos estaban expresamente excluidos.

Reembolso dental con retrasos

Presenté una reclamación por una emergencia dental de mi madre y sufrí varias demoras y gestiones relacionadas con la moneda y la cuenta bancaria antes de cobrar.

Disagreement over a medical test

My father had an accident and I disagree with the refusal to cover the cost of an ultrasound scan that his doctor had requested.

No answers to medical queries before taking up employment

I asked for pre-contractual clarification regarding the cover for an elderly female traveller and went over a week without receiving a specific reply.

Promise of cover followed by a subsequent refusal

Following an accident, I received verbal confirmation that treatment after my policy had expired was covered, but my claim was subsequently rejected.

Disagreement following admission to the ICU

My brother was admitted to the ICU and there was a dispute over who was responsible for the costs; I then asked to cancel my annual policy.

A seemingly unrelated review

In my review, I mention a tap fitting job; the company itself replied that there seemed to have been some confusion. I have kept it to show that not every online review is necessarily useful for assessing insurance.

Convenient booking and good value for money

My assessment prior to my trip was neutral: I found the booking process straightforward and the price reasonable, but I haven’t used the cover yet.

You can only rate the recruitment process

I’m giving a neutral rating because taking out the policy was quick and easy, but I haven’t used the insurance yet.

The website switched from Premium to Basic

I tried to select the Premium option, but the website switched me to Basic – something I only realised after I’d paid.

Queries regarding luggage cover

I thought I didn’t have any luggage cover; the company replied to clarify that the policy I’d taken out did in fact include certain types of cover.

Difficulty downloading the policies

I found myself stuck in a loop between the user area and my email, which made it difficult for me to download the policies from the website; I finally managed it using my mobile.

Healthcare issues in Japan

I experienced issues with the app; I had to find a doctor myself; I was given the wrong address; and there were delays in communication and with the reimbursement; I eventually received the reimbursement for the medication.

Delay in return beyond the last day covered

I take issue with the fact that my return travel costs, incurred after the last day of cover, were not met, even though the incident occurred during the period of cover.

Service was good but lacked attention to detail

I appreciate the team’s friendliness, but I would have preferred more detailed explanations and a more personalised approach, given that it was a long and expensive journey.

Expenses following flight cancellation not covered

My flight was cancelled, I had to pay for a night’s stay in a hotel, and I disagree with their interpretation of the cover provided for travel disruption.

Pending claim for €60

I submitted all the documentation for a claim for 60 euros and complained about the lack of a resolution; I was told it was under review.

Lost luggage and a protracted investigation

I lodged a claim for lost luggage which was still pending after almost two months, and I encountered difficulties both over the phone and with the paperwork.

eSIM included, but not working properly

I have some criticisms regarding the amount of data and the validity period of the included eSIM, and I feel that the information provided beforehand could have been clearer.

Disagreement over cancellation and refund

My mother was treated as an emergency on the day of the trip and was subsequently admitted to hospital; my ticket was not refunded because of their interpretation of the cover.

Neutral rating without having used the policy

I booked the Essential package for the Maldives and didn’t need to use it; for diving, I would have had to choose a more comprehensive option.

A response that came far too late to the illness

I fell ill whilst on a trip to the United States, and the response to my request for assistance arrived almost two months later.

Unreimbursed expenses due to flight delays

I experienced a delay of about eight hours, which resulted in additional expenses, and I was not reimbursed for those costs.

Complaint with no progress for months

It has been months since there has been any clear progress on my claim; I have made numerous calls but have not received any updates on my case.

Refund not received

In my public review, I give a negative assessment of my refund experience and point out that I did not receive the refund I was expecting.

Prices vary depending on the access option

When I tried to book, I noticed that the prices varied, and I question whether the price depends on the country from which the website is accessed.

Contratación online y precio correcto

Valora positivamente el contrato por internet y el precio; indica que no necesitó usar el seguro.

Asistencia urgente durante viaje a Japón

Relata una urgencia médica rumbo a Osaka y afirma que la llamada de seguimiento prometida no llegó, por lo que terminó acudiendo por su cuenta a un hospital.

Crítica a una carencia de 72 horas

Se muestra muy descontento con un periodo de carencia de 72 horas aplicado a un seguro de once días.

Dudas por atención tras demora de vuelo

Relata que llamó por un vuelo demorado y quedó contrariado al recibir una respuesta limitada por horario.

Larga tramitación sin solución

Cliente de años que afirma llevar desde abril enviando documentación repetida sin obtener una solución.

Pago final tras semanas de seguimiento

Cuenta que tuvo que regresar urgentemente a España desde el Sudeste Asiático; el expediente terminó pagándose, pero critica semanas de espera y falta de actualizaciones.

Lack of a specialist during a stay in China

She recounts an incident in China: the initial care was adequate, but she claims she was unable to see the specialist she needed or receive sufficient follow-up care.

Equipaje perdido y dudas sobre condiciones

Afirma que esperó respuesta tras la pérdida de una maleta y critica condiciones sobre carencia, equipaje y actividades como buceo.

Problems activating email in the app

He said he couldn’t activate his email to access the app.

Problems following flight cancellation

She explains that, following a cancellation, she had difficulty identifying the appropriate channel and was dissatisfied with how the matter was handled afterwards.

Coverage and forms could be improved

It points out that the explanations of cover, some errors when filling in the form and the price could be improved.

The policy hadn’t appeared on the app yet

Overall, they rate the experience highly, but note that their insurance policy still did not appear on the app after taking it out.

Questions about how to activate support

He welcomes the option of booking online, but asks what he should do if he needs medical attention whilst travelling.

Disagreement over cancellation cover

It highlights a dispute arising from the rejection of a cancellation claim; the company replied that the reason was not listed amongst the grounds covered.

He did not initially receive any insurance documents

He stated that he had not received the confirmation and terms and conditions by post and did not know who to contact in the event of a problem.

Dispute over attendance and reimbursement

She describes problems with service, advance payments and numerous emails sent to arrange a refund; the company issued a response disputing part of her account.

Family insurance with an age limit

He is pleased with the policy taken out for six family members, although he points out that he was unable to insure a person over the age of 79.

Disagreement over cover and cancellation

He describes several incidents in which he believed cover was provided, including a cancellation involving a stopover in Manila, and expresses strong disagreement with the decisions.

A good recruitment decision, but with some reservations based on external opinions

He rates the booking process highly, although he expresses some concern about other users’ comments regarding incidents.

No solution to the intestinal problem in Asia

He states that he sought help for a stomach problem whilst in Asia, waited for advice on a clinic, and eventually sorted the situation out himself.

Three-day absence on a short trip

She explains that she took out the policy shortly before travelling; she had wanted a different type of cover and was unhappy that a three-day waiting period applied.

Medical care whilst travelling in Greece

She explains that she fell ill in Greece and that the care she received did not meet her expectations, particularly with regard to home care.

Refund following flight cancellation

He claims that he had to buy another flight following a cancellation and that the refund he received for the delay was far less than the cost he incurred.

Problems with healthcare and reimbursement

It recounts an injury sustained whilst on holiday, concerns about the amount authorised at A&E, and a subsequent wait for a refund of medical expenses.

Lack of information and difficulties with discounts

He believes the information provided to help customers choose a policy could be improved and reports difficulties in managing a discount linked to the OCU.

Quick and easy recruitment

She thinks that taking out the insurance was quick and easy.

Delays in medical care in Bali

It recounts a case of salmonella in Bali and states that the process of organising assistance took more than 24 hours and required numerous phone calls.

Disagreement over luggage cover

He describes an incident relating to his luggage and expresses his disagreement with the cover applied to the expenses claimed.

An easy and intuitive process

It describes how easy and intuitive it is to choose between the different products.

Best price via third parties

A repeat customer who questions why they have to use third-party links to get the best price.

Simple sign-up and access to the app

He points out that signing up for and accessing the app was easy.

Adequate coverage and a good website

He considers the coverage to be adequate and rates the website very highly.

Refusing to pay for a procedure

My husband had to have emergency surgery on his knee because he couldn’t even walk, and after speaking on the phone with the people at Iati – who, right from the start, told us it was covered but that we’d have to pay for the operation up front, only to be reimbursed later – it turned out that they then claimed my husband’s knee was already in a bad state before we took out the insurance, so they didn’t refund us anything – a very bad experience.

Thailand

Backpackers, scooter accidents, dengue and diving. Recommended IATI product and common mistakes.

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Japan

High-quality but expensive healthcare: recommended medical cover, skiing and earthquakes.

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United States

Why high medical cover is essential. Real hospital costs by scenario.

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Latin America

Country-by-country guide: Peru, Mexico, Colombia, Argentina, Chile, Bolivia. Altitude and adventure.

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