THE PRICE IS RIGHT

 What Customers Think

We've applied our text analytics model to your Trustpilot reviews to identify the broad themes that reviewers discuss and within these more specific talking points. This is shown in the chart below. The chart also shows the average rating given when the review contains this topic.  Your overall Trustpilot rating is also shown for context.

The analysis of Trustpilot reviews shows that Get Going Travel Insurance performs particularly strongly in several areas above its overall average rating, notably Website usability, Price and Value, Quote process, Insurance products, and Customer Experience. Customers consistently highlight how easy and intuitive the website is to navigate, with many appreciating the straightforward process of finding information, purchasing policies, and making changes online. This ease of use reduces friction for customers and helps position Get Going as a convenient, customer-friendly choice in a market where cumbersome digital experiences are common.

Pricing is another clear strength. Reviewers frequently comment on the affordability and competitiveness of Get Going’s offerings, often mentioning that they feel they are getting good value for money without sacrificing quality. The quote process reinforces this positive perception - customers find it simple, quick, and transparent, with competitive prices often being a deciding factor in their purchase. Feedback on the insurance products themselves is also strong, with many travellers expressing confidence in the coverage offered and satisfaction with policy options. Long-term customers in particular praise the consistency of service over the years, suggesting not only strong initial impressions but also lasting loyalty. Together, these high-performing areas indicate that Get Going’s combination of digital accessibility, fair pricing, and reliable product offering creates a compelling proposition that resonates with both new and repeat customers.

Average Trustpilot Rating Given When Theme Mentioned In A Review

Problems with the claims process and communications

The claims process emerges as a clear area for improvement, with ratings below the overall Trustpilot average. While some reviewers describe smooth, problem-free claims, a significant proportion highlight delays, lack of clarity, or perceived obstacles when attempting to make a claim. This suggests a gap between customer expectations - possibly shaped by their positive purchasing experience - and the reality of navigating claims. In insurance, claims handling is the ultimate test of trust; if customers perceive the process as slow, overly complex or insufficiently communicative, it can erode the goodwill built through competitive pricing and ease of purchase. The feedback indicates that even customers who have not yet made a claim are forming impressions based on the experiences of others, meaning that negative sentiment can spread beyond those directly affected.

Similarly, communications underperform relative to other areas, with much of the commentary pointing to slow or incomplete responses, particularly via email. In some cases, customers report having to chase for updates or feeling left without clear next steps, which can exacerbate frustrations during claims or policy queries. This is particularly critical given that insurance interactions often occur under time pressure or during stressful circumstances, such as travel disruptions or medical emergencies abroad. The lower rating here suggests that Get Going may not be meeting the speed, clarity, or consistency of communication customers expect. Improving responsiveness, providing proactive updates, and ensuring a more empathetic tone could have a disproportionately positive impact, both in mitigating claims-related dissatisfaction and in strengthening trust more broadly across the customer journey.

What to do next

While Get Going enjoys strong overall ratings, the emerging weaknesses in communications, particularly around responsiveness and clarity, should be addressed as a priority to prevent them from undermining the company’s broader reputation.

Proactive measures could include setting and publishing clear service-level expectations for email and claims updates, introducing automated status notifications to reduce uncertainty, and training frontline teams to provide concise, empathetic, and action-oriented responses.

Strengthening communication at key touchpoints, especially during claims, will not only resolve the immediate concerns but also reinforce customer trust before these issues gain wider traction.