Oyster Avis 101

In June 2025, I paid £10 for a replacement 60+ Oyster card and received it at my London address. That should have confirmed my details.
On 7 July, I replied to TfL’s reminder email to say I’d already done this, but got no reply. After that, I couldn’t reset my online account password (no reset emails ever came), the callback option failed, and I spent over 30 minutes on hold without getting through.
Despite my efforts, my card was stopped and I was told to reapply at a higher cost (£35). Multiple advisers replied, but none addressed the fact I’d already had a replacement in June or the system failures that stopped me completing their process.
I’ve had to pay out of pocket for travel while this dragged on. I’m reapplying so I can travel again, but this feels unfair — TfL’s own systems made compliance impossible, yet the cost and disruption falls on me.
I’d like TfL to review cases like this properly, so others don’t face the same.

Website is down. Live chat never has anyone available. My policy doesn't load (keep getting a "spinning wheel" on the website), so it is currently impossible for me to file a claim. It's an AI company, so there is no phone number to report these issues.

After being their customer for over 3 years, i came to a point where i have no choice but have to leave this review. Long story short, they will not accept any liability for mistakes caused by their staff. Mr Pete Best-avoid.

Chris Gosselin was the difference maker!
We had spoken to 4 other Ins. agents and
were unhappy with their service.

Chris was knowledgeable friendly and articulate.

Very awkward that every paragraph of policy is cancelled and replaced. Is there any reason current policy provisions can't be stated without all the nonsense about what's cancelled?

Very easy to navigate and get a policy set up. Would definitely recommend!

Easy to do and fast.

I had a few questions . They explain a few things to me professionally and kind . I asked for a print out on my contract. They e-mailed me right away . I’m thinking of including more insurance on my e-bike . I’m satisfied with Oyster Insurance!!

Courtney Vaughn was very helpful, she totally sealed the deal for me. Helping as fast as well as being so knowledgeable and helpful it was a no brainer for me.

This was easy to set up and has nice coverage.

Gunnar is exceptional and professional, took the time to provide quality insurance policy and provided exactly what we needed. I highly recommend Oster!

I had questions up front and though the chat response said they’ll email me, they never did. So I cancelled and went with someone else.

It was fairly simple to sign to sign up and if you have any questions they will be answered in a reasonable period of time.

The team at Oyster cut our insurance costs in half. When we were surprised with a big increase in premiums that was due to market conditions, not claims, I asked Oyster to work on a time crunch to find us an alternative. They brought us a great policy alternative very quickly and made the whole process very simple for us.

Easy and clear process.

The quickness and effectiveness of the response I received from Courtney, at the support team, was excellent and got me straight to a solution to my problem. I'd highly recommend anyone to use Oyster and rely on their customer service team.

Great
No nonsense

Just having the sense of security by insuring my items makes Oyster the perfect choice for me.