Travelex Insurance Services - Reviews and experiences

three early losses, a twin pregnancy that we carried to 21 weeks only to lose them, and one successful pregnancy that gave us a two-year-old. After the twin loss we’d cancelled a holiday on medical advice and, to our relief, another insurer refunded us right away. That previous refund changed how I handle travel now; I treat insurance as the safety net it’s supposed to be. I rang Travelex two weeks before the twelve-week appointment to confirm coverage and to ask what I needed to do. The rep sounded straightforward, said yes, and emailed the claim form — no rush, and they pointed out policy language saying you can cancel up to departure. So when the twelve-week visit went well, I cancelled that same day and sent the paperwork the next morning. Job done, or so I thought. Two weeks later I called to check status and was told only $375 of our $2,500 trip would be refunded because we hadn’t cancelled right after my first appointment at eight weeks. That didn’t line up with what the rep had told me or with how the policy reads at face value about cancellation "up to the date and time of departure." Given my history, waiting to confirm viability at twelve weeks made practical sense — I wasn’t planning to take a trip if we’d lost the pregnancy, but I also didn’t want to cancel a family holiday unnecessarily. The part that surprised me most was the inconsistency between the verbal reassurance and the claim decision. I’m filing an appeal with the Travelex Claims Department today; that’s where this sits now. Practically speaking, this insurance product plays a small but recurring role in our life: planning around kids, juggling appointments, deciding whether to go or stay. I’m still hoping Travelex will correct the payout so it matches the spirit of what I thought I bought — and the rep’s initial answer. If they do, I’ll update this. If not, I’ll at least note that their written policy and how they apply it can be pretty different in practice.