Bought travel insurance and paid for it online. They sent me everything but the certificate of insurance. To get the certificate of insurance I had to register with the bank. In trying to register with the bank I had to create a password. Using their guidance I completed my password only to have it rejected umpteen times. At the same time I was trying to phone their ‘contact us’ phone number. After 2 hours I discovered through trial and error that one of the characters they said could be used for a password could not be used, and still nobody picked up my call to them. I left a voice message for a call back to deal with my problem. I got the call back while I was away traveling. I missed the call so did not pick up, but there was a voice mail saying to ring their customer services. I phoned customer services, the call was picked up and the line immediately went dead. Thankfully I had no need to use the insurance policy. Goodness knows what it would have been like if I needed to call them in an emergency.I am left with a sense that this is a case of ‘we’ve got your money, now we’ll make it as hard as possible for you get in touch’.WOULD NEVER USE THIS COMPANY AGAIN.

Date of experience: 25 January 2023

Omg terrible , I wish I had read the reviews before my son took out a policy with these jokers . He had an accident in Thailand at the beginning of the week and has supplied all relevant documents to mayday and still no insurance has kicked in . We have had to get together £2000 so far for medical treatment and it’s not done yet . Staff are so unhelpful

Date of experience: 10 January 2023

Worst experience I have had with a travel insurance company. Please read this and do yourself a favour, do not buy any form of insurance through Sainsbury’s Bank! I submitted a claim exactly 1 year ago and there is no resolution. Despite submitting all the documents requested, I am having to chase by calling up every other month and I’m given the same excuses. What a joke!

Date of experience: 20 January 2023

I have tried several times today to contact Sainsburys about the travel insurance I have just bought from them. The online help doesn’t mention my issue. The so-called ‘live chat’ is dead. I tried emailing yesterday but no response. Phoned today and asked for a call back – nothing happened so far. I am a loss as to what to do, other than try to cancel and try another company. I thought Sainsburys, being a well-known company would be reliable – definitely not. Should have read the reviews.

Date of experience: 18 January 2023

Very poor. My flight from London was delayed at the outset, which meant that I missed my connecting flights to Doha and on to Perth, Australia. Had to stay a night in Munich and insurance won’t cover the cost of the hotel or taxi as it was an ‘operational’ delay. Any excuse not to pay up. Don’t buy travel insurance with Sainsbury’s as they don’t even want to pay out for something simple such as delay / missed connection. Very disappointing!

Date of experience: 21 July 2022

Please an honest request to all reading the reviews. Please don’t buy from Sainsburys. I have been battling for 3 months to get a decision on a genuine medical incident while traveling.

We jad a medical incident and had to mis our flight. I have submitted my claims in September. However I was not aware that Sainsburys only sells insurance and collect our premium but when a claim is s made they pass it to me a company called CSAL.Every time we email them they have response time of 31 days I am told. As I can see people are waiting for upto 12 months.So if you really want an 8nsurance that covers you and pays ontime please don’t buy from Sainsburys.

Date of experience: 26 September 2022

Made claim because of lost luggage. Was refused.Under the section 9 of the policy document page 38 there are 2 different sections:Personal belongings £1250 limit andDelayed baggage £50 for first 12 hours to £200 max.

But Sainsburys say these are one and the same. This is misleading.

Date of experience: 21 December 2022

I am annoyed i did not look at Trust Pilot first. I took out premium what I thought was Sainsbury’s travel insurance but it is a little place they have contracted to do it. So disappointed with the service. You cannot even complain to Sainsbury’s it goes back to the little company. Still waiting for them to look at an August claim through mistakes mine and theirs as it was so unprofessional. I will write to the Sainsbury’s Head Office.

Date of experience: 30 August 2022

Would give zero stars if that option existed. Worst travel insurance we ever took out. A year ago my daughter, a student, travelled to Istanbul and was scheduled to fly to Moscow from there on January 3rd, 2022. At the airport she tested positive for covid and was barred from boarding her plane, so had to stay for 5 more days in Istanbul. We had taken out travel insurance which specifically included delays due to Covid. We filed the claim a year ago – progress to date: zero. I complained for the fourth time today. In early November I received an email from CSA (the insurers Sainsbury’s use) that they have ‘a team thoroughly investigating my complaint’ – I’d rather they’d process the insurance claim! I’ve heard nothing since. Needless to say, I will never go anywhere near Sainsbury’s insurance or CSA again.

Date of experience: 15 January 2022

It’s as if Sainsbury’s Bank’s travel insurance offering has completely shut down but still taking policy purchases.

In the Making a Claim pdf section of the policy, there is no information on how to contact Sainsbury’s to raise a claim.

The phone number provided online (0300 880 1762) is incorrect and no longer in use and does not dial a ringtone.

Likewise, the email address is no longer in use.

When I phone the standard helpline, I couldn’t speak to a human and was instead directed to a third-party site, CSAL, which doesn’t offer any options for gadget claims in their forms. Similarly, trying to contact this company is impossible.

Date of experience: 19 December 2022

Very poor – their Settlement Claims Agency is a scam. Bad decision on Sainsbury’s Bank to ruin a trusted brand with an ineffective claims company. Email response time 6 weeks. Keep asking for the same information every time. Do me a favour, Sainsbury’s Bank, and get CSA to pay up for a trip cut short because an airline cancelled flights on me at the airport. I’ve been waiting for 7 months. Disgusting.

Date of experience: 20 November 2022

I choose Sainsbury’s travel insurance as it was cheaper than other known names & I preferred insurance form a company I know & use on daily bases then insurance from some random company.

I had to cancel my holiday last minute due to kids showing up chicken pox symptoms 2 days before travel. Claim did take some time to be settled but overall I had good experience & glad I choose Sainsbury Bank Travel Insurance over other providers.

Date of experience: 01 September 2022

Awfully long waiting times with no response, and after they are interpreting the contract clauses in there favour and paying nothing!In case of flight cancellations they are paying nothing, just in case of flight delay over 10 hours , but cancelation is the worst case scenario.Will claim in the court…..

Date of experience: 26 October 2022

If I could give minus, I would have given -2.I got Sainsburys through Money supermarket, and I had declared that my holidays 63 days, and home unoccupied. Appalling customer service, directs to ring 033, automated message for scores of minutes, and eventually told that their underwriters do not accept over 60 days unoccupied status!

Date of experience: 29 May 2022

Awful insurance company – I had a claim made against my insruance which they didn’t tell me about – Long wait times on even making a claim or trying to get through to some one – Just awful customer service – Complaints department is just as bad.

Date of experience: 02 September 2022

So I had a job with these guys and everything seemed so perfect at first, however due to personal problems in my family I was unable to stay with them. They are now demanding money from their own employees and not giving clear reasons as to why these payments are required. AVOID LIKE THE PLAGUE.

Date of experience: 22 June 2022

Following the death of my mum; I sold my house and tried to cancel house insurance over phone, told to do it on line. Have done this but I had paid full year up front and had 6 months left. No refund. I have tried to contact them but I am getting nowhere. Very poor service and good way to make money from people without providing a service. Will never use sainsbury insurance again.

Date of experience: 11 March 2022

I have sorry had pet insurance for 1 rabbit and wanted to add insurance for rabbit 2. I couldn’t do it online so I had to phone up. Round and round I went in circles I spoke to 2 different staff members twice in between listening to their blurb a dozen times. So I cancelled my existing policy for rabbit 1 and I’ve now got insurance with someone else. If they can’t answer the phone to take money off you how unhelpful might they be if your pet was actually ill.They have now taken the effort to contact me and offer me a £20 refund…I still don’t know if they have sorted answering the phone but they did contact me with regard to my complaint

Date of experience: 10 August 2022

Absolutely useless. Have been on hold for the last 40 mins trying to cancel my home insurance. They initially answered the phone quickly but as soon as I said I wanted to cancel my policy I was put on hold……still waiting. They have you over a barrel as another reviewer mentioned that if you simply cancel your direct debit, they will chase you for renewal payment and harm your credit rating if you challenge it.

Date of experience: 01 November 2021

Worst insurance, refused to deal with a claim then logged it as a no fault claim. On our record now for 5 years.Refused to call us back, refused to supply copy of no claims history.Do not use they will be reported to ombudsman.Also note how they even refuse to acknowledge any report here!!

Date of experience: 03 March 2022