📍 Te Kupenga, 155 Fanshawe Street, Auckland CBD, Auckland
📍 Address: 155 Fanshawe Street, Auckland CBD, Auckland 1010, New Zealand
📞 Phone: +64 800 800 571
🌐 Website: scti.co.nz
1 star is being very generous. Like many others that have reviewed SCTI before me I am still waiting for my very straightforward claim to be assessed. 6 weeks and counting and I am still sitting in a queue waiting for an assessor. I can only assume the strategy is to just wait until people give up waiting.
After telling a operator multiple times what our email address was, the policy was still sent to the wrong email. After telling same operator multiple times the spelling of a name on the policy, the name was still not correct on the policy. 44min waiting to talk to someone. Email sent asking for correction of name on policy, no reply. Appear to work only limited hours so they can clear the back log of emails, if they have such a back log. Google says 10am to 4pm Wednesday but Thursday no one picking up either. Southern Cross used to be good but this standard of service has really let them down.
I won’t be using SCTI again. Similar to many of the other reviews - I’ve been waiting months (since February) to have my claim assessed, it’s apparently still not even assigned to an assessor. My interactions with staff overall have been very unhelpful and the items I required compensation for are both straight forward and also vital so I’ve had to replace many anyway - very frustrated!
My experience with Southern Cross Travel Insurance has been highly disappointing. Despite their claims of resolving half of the claims within 10 working days, I have been waiting for my travel claim to be assessed for the past four months. This blatant discrepancy between their advertised timelines and the reality of their process is extremely frustrating as our claim is simply to refund a single plan ticket.
Much like the other reviews of late I would caution using southern cross travel insurance at the moment as their backlog for claims is very bad. At the time of writing this it is currently June 2023, I was advised by the claims team staff that they’re still working on claims from February 2023 so even though I have been waiting a month I could still potentially be waiting a few more months which is very inconvenient as we have a reasonable claim to make for our trip which I am not pleased about this and being out of pocket a couple thousand dollars. They advised me it is due to the delays caused by COVID-19 and an influx of claims as they had reduced staff which has lead to the delays, I hope they are working on hiring more staff as this is pretty bad for a large company to still have 4-5 month claim delays.
Southern Cross Travel Insurance is located at 155 Fanshawe Street, Auckland CBD, Auckland 1010, New Zealand
You can contact Southern Cross Travel Insurance at +64 800 800 571
You can find directions to Southern Cross Travel Insurance by following this map link
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