“Penalised and scammed. Any excuse to not uphold claims
I wasn't able to make my flight to Morocco due to finding out days before about a family member passing. This family member lived abroad. Unfortunately do to tension in the family and family dynamics, there was friction. We hadn't spoken to some of the family who had lived abroad for nearly a year, but my grandfather who passed we would speak every now and then. When informed of his death we had noticed once receiving the death certificate that he had passed months ago unbeknown to all the family in the UK.
When I had put my claim in, the first piece of evidence requested was the death certificate which I provided. After months of not hearing anything from reactive claims, I had to keep chasing for updates and was repeatedly told that they will make a note on the system as that is all they can do. I continued to provide other evidence requested. Months have continued to pass and I still wasn't getting any updates. I had to yet again chase them. While this matter is ongoing I am grieving deeply. Reactive claims continued to breach the deadline they were supposed to meet to update me. Not one time did they get back to me in the correct time frame that was stated in their automatic response.
I was then told they couldn't uphold my claim because the date of my grandfather's death was before I bought insurance. I explained that when I had purchased travel insurance I wasn't aware of his passing. I believe InsureandGo and reactive claims too excessive amount of time trying to find any reason to not pay out on my claim. I have lost over £2000. I brought insurance for protection and I feel I was scammed by the company I put my trust in. Also, if the reason as to why they won't pay out is because of the dates, then why did they continue to ask for more evidence when I had already sent the death certificate many months before they came to a decision? It doesn't add up and I will be taking this matter further.
I've heard great things about this company as to why I got travel insurance with them, however, my experience has been horrific”
“I was inspired to use InsureandGo due to their 5 star Defaqto rating, however their customer service and their dodgy pricing leaves a lot to be desired.
I applied online and got quoted £112 for my annual policy, when I added the code for my 10% renewal discount, the price went up to £120. When I changed the spelling of my first name it went up to £149. I phoned up the next day to find out what was going on. I got told 'dynamic pricing' was the reason that the price had increased at 11pm on a Tuesday night by changing the spelling of my name and adding a discount code.
This is totally dubious behaviour which leaves a really bad taste. When you have gone through the application process and received a quote, the price should not go up on the final page as you go to pay. This bad practice is a real shame on what I had previously thought was a respectable company.”
“I recently had to make a claim for a cancelled holiday
The claim was dealt with quickly professionally and with real consideration for my feelings.
As well as being one of the most reasonably priced travel insurance companies out there and offering a very comprehensive package. they are human and wonderful Thank you”
