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Review of the M&S Bank - Marks and Spencer, Travel Insurance:

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M&S Travel Insurance - shocking service from Aviva

Tried to report a new medical condition prior to departing on holiday this coming Sat 20.09.25. My husband fractured his 5th metatarsal at the gym 2 weeks ago and needs to be in a boot for a further 4 weeks, no medication involved or even a follow up needed. It has been confirmed that he is fit to travel by the medical professional he saw at A&E. My call handler was lovely but unfortunately very difficult to understand and she couldn't when questioned confirm whether my husband was insured to fly even though she was asking for an additional premium! It was like dealing with a UK politician! I eventually managed to get redirected to what I assume was a UK based line manager who was able to resolve and confirm that the fee I had been quoted did not cover the fractured foot which was what I was trying to ascertain. Therefore, I was actually liable for a higher additional premium which I reluctantly paid. Only took me over an hour and a half on the phone to resolve! When did something so simple become such hard work? M&S Travel Insurance has always been so easy to navigate and when we had to make a claim several years ago for my teenage son who suffered a concussion whilst skiing in France, they went above an beyond checking in each day on us and his progress. Just hope that if we do need to make a claim that the service is not as shoddy as the experience to update our medical details. We are now tied into M&S Travel Insurance with Aviva for further 12 months now but will definitely be shopping around for a more reliable and professional provider come this time next year. Reviewed on: 16th September 2025

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