Staysure is a UK-based insurance company, established in 2004, that has grown to become a leading provider of travel insurance, particularly targeting the over-50s market. The company was founded with the aim of addressing a gap in the market for travel insurance that covers pre-existing medical conditions, a need often overlooked by mainstream insurers. Staysure’s headquarters are in Northampton, and it employs over 700 people across the UK and Gibraltar.
Staysure offers a range of travel insurance products, including single trip, multi-trip, and long-stay policies. The company is known for its flexible cover options and the ability to insure 97% of applicants, even those with existing medical conditions such as cancer or heart disease. Their policies are structured into three main tiers: Basic, Comprehensive, and Signature.
The Signature policy provides up to £10,000 cancellation cover per person and includes extras like gadget cover and zero excess, while the Comprehensive and Basic tiers offer lower levels of cancellation cover and fewer additional features.
A major selling point for Staysure is its unlimited medical expenses cover on Comprehensive and Signature policies, with the Basic policy covering up to £5 million. The company also provides cover for trip cancellation, baggage loss, travel delays, repatriation, and lost money or passports. However, claims related to undeclared medical conditions, incidents involving drugs or alcohol, and travel for medical procedures are excluded.
Staysure has paid out over £128 million on more than 68,000 claims, with its highest single claim exceeding £335,000. The company’s customer-centric approach is reflected in its privately owned status, allowing it to prioritize customer needs over shareholder returns. Staysure has received multiple awards, including being voted ‘Best Company for Travel Insurance’ at the British Travel Awards for seven consecutive years.
The company’s insurance products are underwritten by Great Lakes Insurance SE, part of the Munich Re Group, and are arranged through TICORP Limited, a Gibraltar-based entity. Staysure also offers other insurance products such as car, home, and holiday home insurance, and provides specialized cover for expats in Europe. The company’s vision is to evolve into a lifestyle brand for the over-50s, supporting their travel, health, and financial wellbeing.
Pre-existing Medical Conditions
Staysure ensures coverage for travelers with pre-existing medical conditions through a clear and comprehensive process:
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Travelers must declare all pre-existing medical conditions when purchasing a policy. A pre-existing condition is defined as any medical issue for which the traveler has had symptoms, treatment, prescribed medication, medical consultations, investigations, or follow-ups within the last two years. For cardiovascular or circulatory conditions, disclosure is required regardless of when they occurred.
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Staysure’s medical screening process assesses each declared condition. This allows the company to offer tailored coverage, and most declared conditions can be covered across all policy types. Common conditions covered include arthritis, asthma, cancer, diabetes, epilepsy, heart conditions, high blood pressure, and more.
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The policy explicitly covers claims related to declared and accepted medical conditions, including emergency medical expenses, trip cancellations, and curtailment due to those conditions. Staysure provides 24-hour emergency medical support abroad for these situations.
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Travelers are not covered if they travel against medical advice, fail to declare a condition, seek planned or non-emergency treatment abroad, or travel specifically for medical procedures. Incidents related to undeclared conditions, alcohol, or controlled substances are also excluded.
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Staysure’s approach means that as long as travelers fully disclose their medical history and follow the policy guidelines, they can travel with confidence knowing their pre-existing conditions are covered. This focus on transparency and comprehensive screening sets Staysure apart as a specialist in covering travelers with medical histories.
Key Differences Between Staysure’s Basic, Comprehensive, and Signature Plans
| Feature | Basic Plan | Comprehensive Plan | Signature Plan |
|---|---|---|---|
| Policy Excess | £129 per claim | £99 per claim | £0 per claim |
| Emergency Medical Cover | Up to £5 million | Unlimited | Unlimited |
| Cancellation Cover | Up to £500 | Up to £5,000 | Up to £10,000 |
| Curtailment (Trip Shortening) | Up to £500 | Up to £5,000 | Up to £10,000 |
| Baggage Cover | Up to £300 | Up to £2,500 | Up to £5,000 |
| Money and Passport Cover | Up to £300 | Up to £500 | Up to £500 |
| Travel Delay | Up to £300 | Up to £1,500 | Up to £1,500 |
| Legal Costs | No cover | £25,000 per person (max £50,000 per policy) | £25,000 per person (max £50,000 per policy) |
| Gadget Cover | Optional add-on | Optional add-on | Included as standard |
| Excess Waiver | Not included | Optional add-on | Included as standard |
| Winter Sports Cover | Optional add-on | Optional add-on (auto on annual) | Optional add-on (auto on annual) |
| Cruise Cover | Optional add-on | Optional add-on | Optional add-on |
Summary of Key Differences:
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Coverage Limits:Â Signature offers the highest limits for cancellation, curtailment, and baggage, while Basic provides the lowest. Comprehensive sits in between.
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Medical Cover: Both Comprehensive and Signature plans provide unlimited emergency medical cover, whereas Basic is capped at £5 million.
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Excess: Signature policies have no excess, Comprehensive has a £99 excess, and Basic has a £129 excess per claim.
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Added Benefits:Â Signature includes gadget cover and an excess waiver as standard, while these are optional for Comprehensive and not available for Basic.
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Legal Costs:Â Only Comprehensive and Signature plans offer legal expenses cover.
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Optional Extras:Â All plans allow optional add-ons like cruise, winter sports, and golf cover, but the extent and inclusion may vary.
These differences allow travelers to select a plan that best fits their needs and budget, with Signature offering the most comprehensive protection and Basic providing essential cover for those seeking a lower-cost option.
Staysure Cancellation and Baggage Cover
The main differences in cancellation and baggage cover across Staysure’s Basic, Comprehensive, and Signature plans are the coverage limits and included features:
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Cancellation Cover:
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Basic Plan: Provides up to £500 per person for trip cancellation.
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Comprehensive Plan: Increases the limit to up to £5,000 per person.
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Signature Plan: Offers the highest cancellation cover, up to £10,000 per person.
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Baggage Cover:
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Basic Plan: Covers up to £300 for lost, stolen, or damaged baggage.
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Comprehensive Plan: Raises the baggage cover to up to £2,500.
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Signature Plan: Offers the most extensive baggage protection, up to £5,000.
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In summary, as you move from Basic to Comprehensive to Signature, both cancellation and baggage cover limits increase significantly, providing greater financial protection for higher-value trips and belongings. The Signature plan is best suited for travelers seeking maximum coverage, while the Basic plan offers essential protection at a lower cost.
Staysure Cancellation Fees
Cancellation fees differ significantly between flexible and restricted (non-flexible) plans:
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Flexible plans generally allow travelers to change or cancel their bookings with little to no additional cost. These fares are designed for those who may need to alter their travel arrangements due to uncertain schedules or changing circumstances. While flexible fares often have a higher upfront price, they provide the benefit of avoiding hefty cancellation or change fees if plans change. In many cases, changes or cancellations can be made without extra charges, or for a significantly reduced fee.
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Restricted (non-flexible) plans are typically less expensive but come with strict rules. If you need to change or cancel a restricted booking, you may face high cancellation fees—sometimes up to the full cost of the ticket. These fees can range from $50 to $500 or more, depending on the airline and how close to departure the cancellation occurs. In some cases, restricted fares may be entirely non-refundable and non-changeable, meaning travelers would forfeit the entire amount paid if they cannot travel as planned.
In summary, flexible plans offer greater freedom and reduced financial risk if travel plans change, while restricted plans are less costly upfront but carry the risk of substantial cancellation fees if adjustments are needed.
Staysure : Unlimited Emergency Medical Expenses
The Staysure Signature plan provides unlimited emergency medical expenses by offering coverage with no upper financial limit for eligible emergency medical costs incurred while traveling. This means that if you experience a medical emergency abroad—such as illness, injury, or the need for hospitalization—the plan will pay for all necessary and reasonable medical expenses, including hospital stays, doctor fees, medications, and repatriation, without a cap on the total amount payable.
This unlimited coverage is a key feature distinguishing the Signature plan from lower-tier plans, which may impose specific monetary limits on medical expenses. The Signature plan’s unlimited emergency medical cover is designed to give travelers peace of mind, especially those with complex or costly medical needs, ensuring that financial constraints do not impact the quality or extent of emergency treatment received during their trip.
Staysure Customer Feedback and Recent Developments
Customer reviews on Trustpilot show over 470,000 reviews, with many 5-star ratings, indicating strong satisfaction. However, some reports mention challenges with claims, particularly for medical conditions. Recent news, such as a 2024 investment from ICG and a new CEO appointment, suggests Staysure is expanding and innovating, which may impact future services.
For more details, visit Trustpilot reviews or check recent news at Insurance Business UK.
This detailed report provides an in-depth look at Staysure, a UK-based travel insurance provider, based on available data as of 01:49 PM BST on Wednesday, June 25, 2025. The information is compiled from official sources, customer reviews, and recent news, offering a holistic view of the company’s operations, services, and market position.
Company Background and Overview
Staysure was established in 2004 by Ryan Howsam and has grown to become a prominent player in the travel insurance sector, particularly known for serving travelers over 50 and those with pre-existing medical conditions. The company is regulated by the Financial Conduct Authority (FCA), ensuring compliance with UK financial regulations.
Recent data indicates they have covered over 10 million customers, with significant claim payouts, including over £128 million on more than 68,000 claims in the last 18 months, with the highest single claim at £335,352. This suggests a robust operational scale, covering 97% of applicants, even those with medical conditions, and supporting over 85,000 new trips since January, with one in three opting for annual policies.
Their head office is located in Northampton, UK, and they employ over 500 people across various brands, including Avanti Travel Insurance, Payingtoomuch.com, Rock Insurance, and Petgevity, under the Staysure Group. This group structure highlights their broader presence in the insurance market, with recent news indicating strategic expansions, such as the 2021 acquisition of a technology-led insurance firm and a 2024 investment from ICG European Mid-Market, aimed at fueling growth.
Additionally, the appointment of Finn Walsh as Group CEO in 2024, previously the Chief Customer and Marketing Officer, marks a new phase for the business, as noted by the founder and ex-CEO, suggesting a focus on leadership continuity and innovation.
Staysure has also been recognized for its excellence, winning the Best Company for Travel Insurance at the British Travel Awards from 2016 to 2024, and sponsoring events like the Staysure PGA Seniors Championship, which underscores their market reputation and community engagement.
Services and Coverage Options
Staysure offers a variety of travel insurance products, tailored to different needs, including:
- Single Trip Insurance: Suitable for one-off holidays, available at their single-trip page.
- Annual Travel Insurance: Ideal for frequent travelers, with one in three customers choosing this option, details at their annual insurance page.
- Medical Travel Insurance: Specializing in covering over 500 medical conditions, accessible at their medical insurance page.
Their policies are structured into three coverage levels—Basic, Comprehensive, and Signature—each with distinct benefits, as shown in the following table:
| Cover Level | Medical Emergency & Repatriation (up to) | Cancellation (up to) | Cutting Holiday Short (up to) | Baggage (up to) | Travel Delay (up to) | Money & Passport (up to) | Excess |
|---|---|---|---|---|---|---|---|
| Basic | £5m | £500 | £500 | £300 | £300 | £300 | £129 |
| Comprehensive | Unlimited | £5k | £5k | £2.5k | £1.5k | £500 | £99 |
| Signature | Unlimited | £10k | £10k | £5k | £1.5k | £500 | £0 |
Key features include unlimited medical expenses for Comprehensive and Signature policies, trip cancellation cover up to £10k for Signature, and coverage for flight delays after 12 hours, lost or delayed baggage up to £500 for essentials, and natural disasters. They also offer flexible cost spreading for annual policies over £80 via Premium Credit Ltd, enhancing accessibility. Their 24/7 emergency helpline ensures support, with recent testimonials, such as assisting Janet and her husband during a hospital stay in Cologne, highlighting their reliability in crises.
Customer Feedback and Reviews
Customer satisfaction is a significant aspect of Staysure’s reputation, with over 470,000 reviews on Trustpilot, achieving a 4.7 out of 5.0 star rating based on data up to October 15, 2024, making them one of the highest-rated travel insurance providers in the UK. Twice as many customers give them 5-star reviews compared to competitors, with over 280,000 such reviews, and they claim more excellent ratings than any other provider, as seen at their reviews page. Positive feedback often praises their customer service, with examples like agents being professional, patient, and helpful, especially during policy setup and claims.
However, there are mixed reviews, particularly concerning claims processes. Some customers report issues, such as claims being declined for declared medical conditions, with one Tripadvisor post advising against using Staysure for over-60s due to claim refusals, despite prior declarations.
Which? rated Staysure at 82% for its travel insurance, analyzing 67 key elements, and noted their specialization in medical conditions, underwritten by Great Lakes Insurance SE, backed by Munich Re, suggesting financial stability.
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