Buying Travel Insurance With Trip.com

rafhelp

I have used Trip.com for a while, to book flights, its been ok.

But on my last booking I did something different.  I purchased the travel insurance that they offered as an optional add-on when paying for the flight.

I gave them the required details.

Now I wasnt asked for the date for the insurance, and one would have to assume that as its a return flight that they used the departing and returning flight dates for the insurance cover.  That for me would be common sense (or they should ask for date of cover).

All paid. Fine.

Few days ago I decided to find check things.  I checked the 'travel insurance' documents they sent me.  There are several... confirmation, details, policy wording, certificate etc...  I found an issue.  The coverage date set on the policy documents was not the date of the trip abroad.  Instead they set the start date as the date I booked the flights and set the end date as the date of the departing flight from uk.

So my question is simple.  Am I covered for the 7 days abroad?  As based on the coverage dates it would not seem so right?

Here is what I puchased:

But here is what the 'travel insurance' certificate shows:

Actions Taken:

• Double checked dates across Trip.com and the emails they sent me.
• Chatted with their site Live Chat about 4 times  They dont seem to understand the issue at all and say they cant do anything they will ask manager to call me back... no call yet.
• Spoke to their phone support 3 times - Each time they seem to 'play dumb' and not take any responsibility or acknowledge the issue.  They keep confusing things more and tell me to ring Axa.  I dont think they even know anything about the insurance they are selling people!
• Rang Axa insurance - These guys checked the policy number(s).  They said the insurance type was 'UK Comprehensive Insurance' which covered things like cancellations, baggage, medical expenses etc... which is normal for travel insurance.  Issues - For some reason both policies are in my own name and not in my partners.  They cant check or confirm the dates this policy is valid for ...seriously?  They said Trip.com sold me the insurance, take it up with them.

I could just go to a third party insurer and buy travel insurance, which would take like 2 minutes, straight forward, put in dates, destination and answer questions.  But then left with a loss on Trip.com

So whats the best solution here?

(I would advise people not to buy add ons with Trip.com especially travel insurance as when things go wrong their support staff really dont know what they are doing and will send you round in circles.)

daveyjp

I personally would advise anyone to avoid trip.com for absolutely anything. No need to buy from a consolidator based in Singapore.  As you are finding when things go wrong they aren't too hot on sorting problems out.

From the info you have given you have cancellation insurance, but no cover for your holiday.

born_again

Interesting length of insurance.

Starting when you booked flights is as it should be.

How much would a different policy cost? As £10 seems cheap.

flaneurs_lobster

daveyjp said:

I personally would advise anyone to avoid trip.com for absolutely anything. No need to buy from a consolidator based in Singapore.  As you are finding when things go wrong they aren't too hot on sorting problems out.

From the info you have given you have cancellation insurance, but no cover for your holiday.

Can I perhaps turn that advice around - can I ask the OP why they used Trip to make this booking rather than with EasyJet direct? 

Much cheaper?

Additional purchases made (hotels, transfers, etc) that haven't been mentioned?

rafhelp

flaneurs_lobster said:

daveyjp said:

I personally would advise anyone to avoid trip.com for absolutely anything. No need to buy from a consolidator based in Singapore.  As you are finding when things go wrong they aren't too hot on sorting problems out.

From the info you have given you have cancellation insurance, but no cover for your holiday.

Can I perhaps turn that advice around - can I ask the OP why they used Trip to make this booking rather than with EasyJet direct? 

Much cheaper?

Additional purchases made (hotels, transfers, etc) that haven't been mentioned?

I had points to use from previous booking...

Made the overall price cheaper.

rafhelp

daveyjp said:

I personally would advise anyone to avoid trip.com for absolutely anything. No need to buy from a consolidator based in Singapore.  As you are finding when things go wrong they aren't too hot on sorting problems out.

From the info you have given you have cancellation insurance, but no cover for your holiday.

But Axa said its 'UK Comprehensive Cover'

And the purchase invoice says "international travel insurance"

I went and did a test flight purchase on Trip.com, then went to the payment pages.... the travel insurance they offer at time of flight booking is indeed full travel insurance:

So this is what I was expecting and should have been issued with.

rafhelp

I emailed Trips customer service:

Dear Madam,

This does not clarify things for me.

What I want is really simple, I want travel insurance for my holiday.

- You book a holiday

- Then you book travel insurance for that holiday.

- The start date for that travel insurance is the day you fly out in my case 02/12/25

- The end date for that insurance would be the day you return to the UK.  In my case it would be 09/12/25

Are you now saying that I have to purchase ADDITIONAL travel insurance cover for my holiday from another provider?  

The reason I ask is because the product I purchased from you (for £10.42) was called 'International travel insurance' and not 'cancellation insurance'.  I rang Axa and they also said it was 'UK Comprehensive Insurance'.  When you are booking a flight on your site, on the checkout page,  The insurance you offer is full travel insurance.

Regards

They replied:

Dear Sir,

Thank you for choosing Trip.com, and we appreciate your prompt response.

To clarify the applicable Terms and Conditions, we kindly ask you to review the details in the "Insurance Policy Issued" document, which is accessible from your customer end. After reviewing the policy, please let us know whether you would like to purchase new travel insurance for your booking.

If you decide to proceed with adding insurance, please also inform us of the cost associated with it so we can assist you accordingly.

We appreciate your cooperation and are here to help if you have any further questions.

Best Regards,

Catherine

Customer Success Team

I dont get it.  they havent clarified anything.  If I could get the information I need from the documents they sent me I wouldnt be messaging them about it.  Their documents conflict with what they say, the dates are wrong, the policy documents give terms for full travel insurance.  But in her previous email she said this was cancellation insurance.  But the payment invoice says I purchased International Travel Insurance.

Now she is asking me if I want to proceed with 'adding' insurance?  Then she is asking me to inform of the cost of it?  what?  Am I setting the price of the new insurance to buy?

I think the most mocking thing is at the bottom where it says:

Great deals with reliable service
Thank you for choosing Trip.com

rafhelp

OK I have gotten some kind of resolution, but this clearly shows that they have mis-sold me international travel insurance which is in fact 'Trip cancellation cover'.

Thank you for your email. We sincerely apologise for any confusion regarding your travel insurance purchase and appreciate the opportunity to clarify this for you.

1. Product Name: The product you purchased for £10.42 is the "Travel Insurance - Basic" 
2. Coverage Scope:
   

• This plan does not provide comprehensive coverage for medical expenses, travel delays, or baggage issues during your trip abroad (02/12/25–09/12/25).
  
• It is designed exclusively for pre-departure cancellation protection. This means it covers trip cancellation before your departure date (02/12/25), as reflected in your policy documents.
  

Key Clarifications:

• Coverage End Date (02/12/25): This aligns with the cancellation-only scope of the Basic Plan. It does not extend to your travel period beyond this date.
• AXA’s Role: All policy terms are administered by AXA. For full details of your coverage, please contact AXA directly at AXA Customer Service or refer to your policy documents.
  

Next Steps:
As previously advised:

1. Repurchase comprehensive insurance covering your full travel period (02/12/25–09/12/25) through AXA or another provider.
   
2. Email your newly purchase insurance confirmation,and the receipt to us, with this thread for reference, we will review your case and update you our resolution.

BUT....  When I do refer to the policy documents they sent me.... its contradicts what she is saying.  The documents state its 'Travel Insurance'.  The policy wording is clearly for full travel insurance that covers you while abroad.  it even says take this policy certificate with you when you go abroad:

eskbanker

I'm sure I've seen insurance policies before where there's a one-size-fits-all policy document but a separate schedule that clarifies exactly which of its sections apply or are excepted, is there perhaps something like that at play here?

rafhelp

eskbanker said:

I'm sure I've seen insurance policies before where there's a one-size-fits-all policy document but a separate schedule that clarifies exactly which of its sections apply or are excepted, is there perhaps something like that at play here?

'Cancellation Cover' For a Flight is Not equalt to 'Travel Insurance'

They sold me travel insurance.

They sent me documents (Terms document, policy wording) for travel insurance.

They then refused to give me a straight answer to my enquiry about it (because of dates not covering trip duration) until I mentioned I would take this to Trading Standards or Resolver.  Once I mentioned those, I got a straight answer within a few minutes, with all the info I had asked for.  My enquiry was not unreasonable, in the end i had to go buy proper travel insurance elsewhere...

I will not be buying travel insurance add ons with Trip in future.