Can I Trust a Travel Insurance Provider?

Recent research suggests that people’s long-standing perceptions of insurers are poor. Therefore, more reassurance is needed to secure consumers’ trust that an insurer will take responsibility to deliver value, as well as provide a credible claims service. In fact, around three-quarters of consumers and SMEs believe insurers are looking for excuses to prevent paying claims altogether.

On the other hand, over 90% of respondents in a report by Allianz (who’ve made a claim) stated it was resolved in full or in part. Rising to 95% among SMEs. Also, more than eight in 10 claimants labelled the process as fair, straightforward, and easy to figure out

While these mixed findings suggest the insurance industry has a challenge on its hands to communicate the value it brings (before claims are even paid out), at P J Hayman, we’re open to sharing all. From how we’re a responsible and trustworthy travel insurance provider, to the positive experiences customers have had with our claims service and some reliable stats. First, discover what an insurer is responsible for…

Our responsibilities as a trustworthy, travel insurance provider

We have a responsibility to ensure our communications are clear and easy to understand. At P J Hayman, we communicate with our customers via the website, travel blog, e-newsletter and social media platforms to:

• Share up-to-date travel information, trends and insights
• Make customers aware of the latest Travel Aware campaigns from methanol poisoning to travel advice when travelling to the World Cup
• Support and empower travellers to make good financial decisions to avoid unforeseeable harm

We’re also responsible for offering customers products and services that are fit for purpose.

Overall, it is our duty to provide a helpful service. At P J Hayman, we understand that customers expect:

• Helpful and accessible customer support over the phone or online
• Timely and clear information that they understand, which isn’t buried in lengthy terms and conditions
• Products and services that are right for them, rather than being sold products and services that they don’t need
• Products and services, which provide fair value without being ripped off or being sent an unexpected cost

As agents, acting on behalf of insurers, we have a duty to ensure providers appointed by insurers:

• Support customers during medical emergencies
• Provide trip disruption information
• Assist customers throughout the claims process

Plus, a consumer should be able to claim* for the following:

• Cancellation or cutting short a trip
• Delayed flights, missed departures, or connections
• Emergency medical expenses
• Loss of Baggage, Personal Money, and travel documents
• Their gadgets

* Subject to policy terms, conditions, and exclusions.

 Refer to P J Hayman’s claims process for guidance.

A quote from our Compliance Manager:

“At PJ Hayman, we are committed to protecting our customers by always acting in the customer’s interests, without unreasonable barriers, and considering their needs at each stage of the product lifecycle, from promotion through to after-sales service, claims handling and renewal by endeavouring to meet the needs of our customers and offering a transparent, efficient and professional service.

Our aim is to give our customers the confidence to travel without worry by ensuring that vulnerable customers are identified and given suitable support to ensure their needs are consistently met, that they are not disadvantaged, that they can realise the benefits of the products and services they buy and ensure that they can act in their own interests.”

Although as a policyholder, you have responsibilities to…

What are the responsibilities of a policyholder?

After purchasing a travel insurance policy, you should:

• Read and review all your policy documents – including the terms and conditions
• Remember that there is a 14-day cooling-off period should you need to make any changes, contact the insurance provider.
• You have the right to change your mind and cancel the policy but there’s a time limit

If you need to make a claim, keep the following:

• Evidence the trip happened to confirm all costs, including the trip booking.
• All receipts and/or invoices that relate to the claim.
• The travel insurance policy schedule (single or annual), which will provide the trip start date and finish date.

 Know your consumer rights.

Can travel insurance providers refuse to pay?

8 Reasons travel insurance claims get rejected

1. If you didn’t inform the insurer of all the information requested, such as existing medical conditions.
2. You’re not able to provide evidence of a lost item.
3. You visited a destination not covered by the policy. Check the rules regarding stopovers.
4. You exceed the trip limits.
5. A country’s rules or laws were not followed.
6. You stayed away from home for longer than the period of insurance covered by the policy. Always provide the correct date you intend on returning home and stick to it.
7. Some policies might not cover medical treatment in a private healthcare setting. So, contact the medical assistance team before undergoing any treatment.
8. Your expensive items have exceeded the maximum amount on the policy, in which case, you would be left with a shortfall.

Trusting travel insurance providers

In July 2026, a report was conducted by Allianz. The aim of the report was to track how UK consumers and SMEs experience trust in insurance, and to identify where confidence is strong, where it is fragile, and what is needed to close the gap.

Three of their findings stated that:

• The insurance sector is ‘trusted for its purpose but not yet for its promise’
• ‘More than 90% of respondents who had made a claim said it had been settled either in full or in part, rising to 95% among SMEs’.
• ‘More than eight in 10 claimants also described the process as fair, straightforward, and easy to understand.’
• ‘Emotional reassurance is the weakest pillar of trust across both consumers and SMEs, despite a strong understanding of risk.’

On balance, P J Hayman can reassure you that it can be trusted to accept and pay out claims when all the information presented is correct.

P J Hayman’s claims figures

Below are some of our claims figures for different products, and customer reviews about our claims experience. You can find the following stats across our product pages. Together, these illustrate that we provide a credible claims service.

Claims paid out for Free Spirit customers.

Claims paid out to Travel Plus customers 

Claims paid out to Top Up My Cover Customers

Real customer claims stories, and reviews

A quote from our Claims Manager:

“Whether your trip has been cut short by sudden illness or you’re dealing with an unexpected cancellation, we’re just a phone call or email away. We’ll help you get things sorted as quickly and smoothly as possible.”

Trust P J Hayman – keep in touch!

We hope we’ve clearly explained what responsibilities a travel insurance provider has to become a trusted travel insurance provider. Alongside its responsibilities, P J Hayman has always aimed to give people the freedom to travel without worry. Keep in touch.

You can trust us to keep you informed about updates to your policy, our latest products, and the latest travel advice via the Foreign, Commonwealth & Development Office (FCDO).

You have the option to subscribe to our newsletter to receive relevant and interesting travel advice. Also, you have the opportunity to unsubscribe from our mailing list at any time.

If you have any queries about travel insurance or a policy, get in touch with our team of travel insurance experts.