If I could give no stars I would Only use this company if you want your claim to be ignored and for them to ask repeatedly for information already sent and signed for. I had Covid and was unable to go to Madeira on 13th June. All relevant documentation was posted as I could not upload some of it to their site - PROBLEM THEIR END NOT MINE! Everything was signed for, including the Randox certificate advising I could not travel. They try to pass you to 3 different companies advising that the one you sent info to is NOT the one dealing with your claim. They NEVER call back or respond to emails apart from the generic 'email received' response. In spite of the issues being at their end, after my last communication with them today they did not acknowledge that the info had been received, they asked for it again and signed off anonymously with a very offensive: ' send the info and I will look at the claim. Kind regards - OR NOT.' I tried to phone the direct dial number on the email and it was disconnected every time before answering. I have today attached all the information AGAIN - and more - to my email reply (copied to complaints department) to be told that it will take another 6 weeks to process. I am not holding my breath and can see this going to the Ombudsman Appalling customer service - to be avoided at all costs. DO NOT BELIEVE TRUSTPILOT REVIEWS