I have used this company twice before and had lovely holidays. I have had to cancel my most recent family holiday as my father has been diagnosed with an aggressive brain tumour. First call to customer services I was told all was fine, holiday would be cancelled, I would be sent a claim form via email and I would just need to fill in the form and send off proof of what has happened . When the form didn’t arrive I called again. This time, after a long time on hold (again) I was told that I had been given the wrong information and I needed to call the insurance company directly as it would be much quicker. I called the insurance company but they have requested documents from me that Hoseasons have not provided me with. I made a third call to customer services to request the required documents and after speaking to a somewhat sarcastic gentleman I was told they would be emailed to me straight away. They never arrived. I have now resorted to emailing a complaint. It has been 7 days and I have still had no response. Honestly, when your father is in hospital having major brain surgery, this is not the kind of stress you need. We have spent just under £1k on our holiday and so far we have gotten no closer to recovering our money despite having ‘cancellation cover’. Would never book another holiday with this company. Avoid.