Our daughter unexpectedly passed away 2 weeks before our holiday. We cancelled and claimed through our Insurance. They never responded within the five day response period, asked for documents twice, didn’t keep us updated at all, just a standard “we will respond in 5 days” text and when I phoned to say we will be putting in a complaint, I was told immediately that I could have the insurance refund that day. I have no doubt it would not have happened if I hadn’t phoned them. Insurance is not a free service, I paid for it, and is only deemed any good until you have to use it. I am still awaiting the refund. A very poor service. I would check who the underwriters are in future, as I was insurance with a 5star company, and did not receive 5 star treatment. Clearly the death of our daughter did not rate that service. There was no zero on the star grade.