“Staff speak with a heavy English accent and too fast (speaking from a script?) and therefore garbled. When you query a question asking if you have ever suffered from 'X' condition they reply 'I don't know either and have to consult a colleague. These issues can be easily addressed by proper support and training - at no great cost.”
“Waited 2 days for a phone call which they never returned. It was only when I insisted on speaking to a manager, that i finally got through.
Shocking service
Would not recommend to anyone”
“This company I will never use them again we where uncertain regarding one medical question rang them next day to rectify the answer then told we would have to pay another £700 on top of 1390£ ripping us off so cancelled the insurance”
“Couldn't add a condition phoned them up and was told they can't add it. Therefore had to cancel the claim. Was told I'd get a email and it would take 10 working days for a refund so far no email.”
“I booked online on a Sunday, paid with credit card and received an email confirmation which showed my policy number. However, when I tried to view the document to check it and download. It was showing an error message. I then spent most of the following day trying to contact them. I waited and waited to speak to an operator to check if my holiday was insured, nobody was picking up. I must have tried 10 times during the day and when I did eventually speak to someone, he said he would look into it and get back to me. No-one rang me back. As the office closes at 5.30, it looks like I might have to go through the whole procedure again! Very frustrating”
“Not happy at all to be honest my daughters phone broke on holiday and now the insurance has expired I’m offered no help to claim getting her a new one even though I had insurance”
“I phoned because my files wouldn't download & was greeted by a rude abrupt man that was inconvenienced by my problem. I will look elsewhere in future when I want travel insurance for my next holiday. Zero out of five for him.....
I later called back because my problem was NOT fixed ! And, the young lady that answered my call was the complete opposite of the nasty rude man. She was absolutely brilliant in her manner & reassured me my problem will be solved by sending my policy in writing though the post. I would give her full marks for her work. Thank you.”
“I booked holiday insurance because I had to. How can I possibly rate a product that I haven’t used yet.
Please be realistic and ask me again AFTER my holiday”
“Not a good experience. Didn't receive any acknowledgement of purchase for a week and then could mot open documents. Couldn't contact anybody by phone as they kept saying they could not here me but everyone else i rang didnt have any problem hearing me. Got my daughter to ting them and we cancelled my policy. It just didn't feel right, I suspected scam. Waiting to see if funds go back into my account within 10 days.”
“I too out annual multi-trip travel insurance with this company in good faith. I subsequently developed a temporary eye condition and being a good citizen I informed my insurer. They said "let us know when you have been discharged by the hospital". This I did just the day before travelling to Spain. I was told that because of this temporary condition my insurance has been cancelled. I was left uninsured for my trip and had to take out a single trip policy, at great expense, to travel with insurance. This process in contrary to the principles of insurance and I am outraged. I suspect that this is a regular process to cost the unwary more money. Disgusting service.”
“Got a annual multi trip policy last year with them so I thought I renew again with same policy multi trip even though more expensive less benefits found out afterwards don’t cover the same countries could have got cheaper with all clear”
“Because of our age I asked for a paper insurance certificate and was told that would be possible
After10 days nothing arrived so called office and explained this
First of all I was asked ‘well what do you want me to do?’ Well send another one please Okay iwii do that now
8 days later nothing
We travel in 1week and have no paperwork
We are elderly and are not tech savvy
If you can’t get a simple piece of paper what happens if you have to make a claim
I dread to think,”
“Called to amend my policy, operators put the phone down on me twice, finally managed to talk to an operator he was very rude
Would not recommend customer service is appalling”
“Still waiting on a call back from your customer service team to try and get a simple holiday insurance cover finally sorted out after several attempts to talk to your office.”
“Took my insurance the day I booked my holiday in September. 1 month before we were due to go my husband was admitted to hospital with kidney stones. Contacted paying to much only to be told to phone 1 week before going. Called 5 times to be told it would have to go to their underwriters to see if they would insure him. Been on holiday home now STILL not a word from paying too Much!”
