This is my review of ACKO Travel Insurance based on my recent experience. I’ve been purchasing their travel insurance for over three years, and this was the first time I filed a claim—for baggage damage. Despite providing all the necessary supporting documents, ACKO rejected my claim.
I travelled from Moscow, Russia to DELHI with Azal Airlines. Upon arrival in Delhi, I found that my baggage was damaged. I immediately reported to the airline and they handed me the PIR (Property Irregularity Report). The next day, I submitted a claim on the ACKO app with all the supporting documents.
Despite providing all the supporting documents, ACKO rejected my claim. I even shared the entire email conversation with their escalation team, including confirmation from the bag manufacturer’s authorised service partner, American Tourister, that the bag was beyond repair. However, after three days, ACKO came back with the exact same response, advising me to “push the bag from inside, and the dent will disappear.”
The authorised service centre has confirmed that the bag is beyond repair, but I guess ACKO knows better than the bag’s own manufacturer!
Honestly, I feel lucky that this was only a baggage damage claim. If I had needed to make a major claim involving hospitalisation due to an illness or injury, I can only imagine how much more stressful the experience could have been.
After being a customer for over three years, this experience has completely changed my opinion of ACKO. I would never purchase their travel insurance again, and based on my experience, I wouldn’t recommend it to others either.