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  • FIRST POST
    • MSE Tony
    • By MSE Tony 29th Jun 12, 4:51 PM
    • 64Posts
    • 14Thanks
    MSE Tony
    HolidaySafe Travel Insurance - Your Feedback
    • #1
    • 29th Jun 12, 4:51 PM
    HolidaySafe Travel Insurance - Your Feedback 29th Jun 12 at 4:51 PM
    Hi,

    Thanks for visiting.

    We have recently added the HolidaySafe Premier travel policy to our New Travel Insurance guide.

    As this insurer is a new option - offering good cover levels - your feedback is important to us.

    Please let us know what you think.

    Have you used or contacted them, made a claim, is it is missing anything or just general feedback on the insurer.

    Hit 'Reply' to discuss or ask a question.

    Thanks.

    MSE Tony

    If you spot a rate change that we haven't already mentioned or added into articles or tips, Please send me a PM about it



    Get Martin's Free Money Saving Tips E-mail at www.moneysavingexpert.com/tips
    Last edited by MSE Tony; 04-07-2012 at 12:16 PM.
Page 3
  • Holidaysafe Representative
    I booked a family single trip premier plus 19th June 2013 for a holiday on 23rd July 2013. Declared all medical conditions. On 9th July 2013 my husband was diagnosed with testicular cancer obviously unexpected. I phoned the insurance company and advised them of this new condition. At no time did the operative advise me to cancel or indeed put anything in writing. He told me I could cancel or I could change the date of our holiday and to keep them informed. After an operation on the 12th July my husband was advised that he would be fit to travel. So still planning on going I called the insurance company on the 16th July. A surely lady operator advised me my husband would not be covered to travel for any eventuality... I was advised to look for alternative insurance for him and would be given a percentage of this policy back. She would put this in writing to me. Never did to date. However on the night of Friday 19th July my husband was admitted to hospital unexpectedly. Still in hospital and likely to be for some time I phoned on the Monday 22nd July to cancel the holiday. I was advised a claim form would be sent to me. It was not. On 30th July I again phoned for my claim form. It was emailed. I submitted my claim with all medical proof/doctors certificates etc etc together on the 5th August 2013. I received a letter yesterday and 80% of the holiday costs as I did not inform them of his medical condition on the 9th July in writing! If it is not bad enough that he has had one ball off now they appear to be taking the other one! I am not going to waste my time phoning them it has taken them nearly 5 weeks to get this far. I have contacted the Financial Ombudsmen as I know FACT they have a record of my telephone calls and DID NOT advise me to put it in writing. We submitted a genuine claim and we are suffering enough disruption/upset in our lives without the unnecessary stress that this has caused us. I do not have the strength to fight them personally as I am still trying to get my PPI to pay my mortgage but that's another story so I hope they do the decent thing and resolve this with the FO.
    Originally posted by youdidwhat
    Hi Youdidwhat, my name is Amber Howard and I am the Brand Manger for Holidaysafe. I am very sorry to hear that you have encountered a problem with your policy – we cannot discuss individual claims of a medical nature in an open forum, however if you could send your details to Holidaysafe@infinityinsurance.co.uk we will investigate the circumstances of your claim and respond to you accordingly. Kind regards, Amber.
    Official Company Representative
    I am the official company representative of Holidaysafe. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • JPS29
    Amber thank you for your in involvement. Just posting to confirm the manager did arrange for a payment by bank transfer and no cheque was ever received. At least it got sorted in the end the cynic in me thinks posting in this thread may have had something to do with it but I'm satisfied now with the outcome regardless. Thanks again for your help
    • dacouch
    • By dacouch 12th Sep 13, 9:25 AM
    • 20,290 Posts
    • 12,532 Thanks
    dacouch
    Amber thank you for your in involvement. Just posting to confirm the manager did arrange for a payment by bank transfer and no cheque was ever received. At least it got sorted in the end the cynic in me thinks posting in this thread may have had something to do with it but I'm satisfied now with the outcome regardless. Thanks again for your help
    Originally posted by JPS29
    Posting on this thread had everything to do with it
  • Tony London IFA
    Bad Experience with Claims so far.
    Have Premier Worldwide Multi-Trip cover. Made a simple claim for some essential medical outpatient care whilst away recently in Mexico. That was August 12th, and their claims company (not the insurer - they contract that out apparently) had logged it August 14th (I subsequently learnt). Since I heard nothing at all for 4 weeks, not even acknowledgement of claim, I chased by telephone Sept 9th (a.m.) and was promised a call back at least by c.o.b. the following day, to advise status. Never happened. Called again Sept 11th (a.m.) and was promised a call back by end of the day. Never happened. Called again today Sept 12th, was promised a resolution in next few working days...........

    Frankly I'm not hopeful. Stay tuned. My overall impression of the claims company, Travel Claims Facilities in Kent, is that there are only a few front-end staff and it all sounds a bit amateurish. The claim is being handled somewhere else entirely now apparently, and calls weren't returned because the staff member was off sick etc.

    Their website front page boasts: "The true test of an insurance policy comes when a claim is made. All too often insurers let themselves down by poor service. At Travel Claims Facilities we can offer a quick, efficient and comprehensive claims management service backed up by guarantees and robust controls. We set ourselves high standards to make sure we can meet yours." Yeah, right.
    Last edited by Tony London IFA; 16-09-2013 at 10:26 AM.
  • Holidaysafe Representative
    Hi Tony London IFA, my name is Amber Howard and I am the Brand Manager for Holidaysafe. I would like to sincerely apologise that you haven’t received the customer service we always strive to provide. I do not have access to individual claims files, so if you could email me your claim number and contact details to Holidaysafe@infinityinsurance.co.uk,I will speak to our claims manager on your behalf. I look forward to hearing from you. Kind regards, Amber.
    Official Company Representative
    I am the official company representative of Holidaysafe. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • Holidaysafe Representative
    Hi Tony London IFA, thank you for sending me your details. I have spoken to our Claims Manager this morning, who chased your file as promised, and will be emailing you shortly with an update. I have been advised that a cheque has been authorised, and will be sent out to you in the next few days. Once again, I just want to apologise that you were left unsatisfied by the service you received from us, but hopefully this matter has now been settled for you. Kind regards, Amber.
    Official Company Representative
    I am the official company representative of Holidaysafe. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • Tony London IFA
    Yes, I received an email from a claims manager on Friday stating that a cheque was on its way, and it duly arrived Saturday. Claim paid, and a satisfactory ending thank you.
  • bluebell1706
    Before setting off a on a gap year travelling and working around Australia I was looking for the cheapest insurance I could get for the year. I took out the Longstay policy with Holidaysafe.co.uk for backpackers. Like most people, I got insurance just to cover myself not expecting to ever have to make a claim. Sadly 6 weeks before I was due to return home I lost my grandmother and had to return home to England early. I was unable to change the date of my return flight as they had nothing available for me to get home in time for the funeral so I was left with no choice but to buy a whole new flight home which had to be purchased on my dads credit card. As I only had a basic level of cover the maximum refund for cutting short my trip due to death of a family member was only £500.00, but I am pleased to say just over 4 weeks ago after submitting my claim I have been refunded the full £500.00. This was my first experience of making an insurance claim and I have to say I was very pleased with the service.
  • tortoisebob
    Extremely poor/dangerous service. Advise Caution.
    I would be extremely careful when considering HolidaySafe as your travel insurance.

    This summer my friend was traveling solo in Thailand where she unfortunately broke her leg. She had cover from HolidaySafe and contacted them to report the accident, things went downhill from there.
    Firstly, she was required to send an x-ray of her broken limb (fair enough), after doing so she was told it would be reviewed by HolidaySafe's medical staff. After 2 days of lying in a hotel room alone with a broken leg, she had still not been contacted so she rang HolidaySafe. She was informed by them that it could take up to 3 weeks for the medical staff to review the case (a fact they failed to mention upon confirmation of reciept of the x-rays).
    Subsequently, she spent the next 2 weeks trying to get any help (or confirmation of what expenses she could claim) from the insurer whilst alone in Thailand. After a futile telephone conversation with the companies Medical Director (who "no longer practices medicine") she decided to book an earlier flight home. The insurance then refused to pay for her repatriation.

    The prices may look good when you're booking online, but the whole idia of insurance is that it pays off when the worst happens. In this case that did not happen.
    This experience coupled with other negative reviews I have read online about HolidaySafe have led me to believe that the company is not to be trusted as an insurer. My advise would be to pay a little more and go with a reputable company.

    Happy Travels,

    Tortoisebob
  • walterswift
    Holiday Not So safe
    Do not buy travel insurance from Holiday Safe they are anything but.

    Their medical team basically abandoned me and my partner after he suffered serious brain injury in Spain. I had to pay £13500.00 for an air ambulance to fly us back. Their “aviation expert” Doctor based here in the UK took 6 days to look at his medical records( 2 pages long) seems to be unregistered with the GMC.

    To literally add insult toinjury when we got back on the 06.10.13 they had sent in my partners name a claim form dated the 23.09.13 while my partner was still in a coma in Spain with parts of his skull stored in a freezer, incompetent really isn’t the word………..

    This company is dangerous if you have bought a policy from them recently ask for a refund you have 14 daysto get your money back.
    Last edited by walterswift; 09-10-2013 at 7:18 PM.
  • Barneysmum
    Not very impressed
    I bought cover for our two week holiday in Greece this summer including additional cover for my husband's high blood pressure and my high chlorestoral which wasn't too bad.

    As we were delayed In Greece because of airline failure on the return leg for almost 30 hours though, I made a claim for delayed departure thinking it would be fairly straight forward for that length of time. It still took two months, an email and two chasing telephone calls - where I was assured (1) I would hear by the end of the week (I didn't), and (2) a cheque had been issued that day (well, it didn't arrive for another couple of weeks. The cheque was for £40 - stupid me, I missed the 'up to' and just looked at the final figure! Hardly worth the hassle!

    I agree with tony London IFA that it seems a bit amateurish - the claims office was only open until 1.30 pm on week days. I do think they need to up their game if they are to be taken seriously. I did not expect to have a chase a straightforward claim like this.
  • Holidaysafe Representative
    I would be extremely careful when considering HolidaySafe as your travel insurance.

    This summer my friend was traveling solo in Thailand where she unfortunately broke her leg. She had cover from HolidaySafe and contacted them to report the accident, things went downhill from there.
    Firstly, she was required to send an x-ray of her broken limb (fair enough), after doing so she was told it would be reviewed by HolidaySafe's medical staff. After 2 days of lying in a hotel room alone with a broken leg, she had still not been contacted so she rang HolidaySafe. She was informed by them that it could take up to 3 weeks for the medical staff to review the case (a fact they failed to mention upon confirmation of reciept of the x-rays).
    Subsequently, she spent the next 2 weeks trying to get any help (or confirmation of what expenses she could claim) from the insurer whilst alone in Thailand. After a futile telephone conversation with the companies Medical Director (who "no longer practices medicine") she decided to book an earlier flight home. The insurance then refused to pay for her repatriation.

    The prices may look good when you're booking online, but the whole idia of insurance is that it pays off when the worst happens. In this case that did not happen.
    This experience coupled with other negative reviews I have read online about HolidaySafe have led me to believe that the company is not to be trusted as an insurer. My advise would be to pay a little more and go with a reputable company.

    Happy Travels,

    Tortoisebob
    Originally posted by tortoisebob

    Dear ‘Tortoisebob’, my name is Amber Howard and I am the Brand Manager for Holidaysafe.

    Firstly I would like to apologise that you feel dissatisfied with the service your friend received from the Emergency Assistance team (EAF), this is not the kind of customer service we strive to provide at Holidaysafe.

    EAF are appointed by our Underwriters,Travel Insurance Facilities, so I will be speaking to them to investigate this case. I have been informed that EAF have recently hired more Doctors and Operations staff, to increase their team and ensure that they can offer betterand quicker customer service going forward. However, I will still be speakingto them regarding this post.

    If you or your friend would like to make an official complaint, the process is outlined on the last page of her policy wording.

    If you would like to discuss this further, please feel free to email me directly at Holidaysafe@infinityinsurance.co.uk.

    Kind regards, Amber.
    Official Company Representative
    I am the official company representative of Holidaysafe. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • Holidaysafe Representative
    I bought cover for our two week holiday in Greece this summer including additional cover for my husband's high blood pressure and my high chlorestoral which wasn't too bad.

    As we were delayed In Greece because of airline failure on the return leg for almost 30 hours though, I made a claim for delayed departure thinking it would be fairly straight forward for that length of time. It still took two months, an email and two chasing telephone calls - where I was assured (1) I would hear by the end of the week (I didn't), and (2) a cheque had been issued that day (well, it didn't arrive for another couple of weeks. The cheque was for £40 - stupid me, I missed the 'up to' and just looked at the final figure! Hardly worth the hassle!

    I agree with tony London IFA that it seems a bit amateurish - the claims office was only open until 1.30 pm on week days. I do think they need to up their game if they are to be taken seriously. I did not expect to have a chase a straightforward claim like this.
    Originally posted by Barneysmum

    Dear ‘Barneysmum’, my name is Amber Howard and I am the Brand Manager for Holidaysafe.

    Firstly I would like to apologise that you feel dissatisfied with the service you received from Travel Claims Facilities (TCF).

    TCF endeavours to provide a high standard ofs ervice, however there are times in the year when they experience high volumes of claims and occasionally this will lengthen the time it takes to respond to you. TCF are open 9am – 5pm Monday – Friday, and they have recently extended their team to try to provide better customer service.

    If you would like to make an official complaint about your experience, the process is clearly outlined on the last page of your policy wording.

    Kind regards, Amber.
    Official Company Representative
    I am the official company representative of Holidaysafe. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • Holidaysafe Representative
    Do not buy travel insurance from Holiday Safe they are anything but.

    Their medical team basically abandoned me and my partner after he suffered serious brain injury in Spain. I had to pay £13500.00 for an air ambulance to fly us back. Their “aviation expert” Doctor based here in the UK took 6 days to look at his medical records( 2 pages long) seems to be unregistered with the GMC.

    To literally add insult toinjury when we got back on the 06.10.13 they had sent in my partners name a claim form dated the 23.09.13 while my partner was still in a coma in Spain with parts of his skull stored in a freezer, incompetent really isn’t the word………..

    This company is dangerous if you have bought a policy from them recently ask for a refund you have 14 daysto get your money back.
    Originally posted by walterswift
    Thank you for your post with regards to this tragic case. We are aware of, and fully sympathise with, the distress that this has caused the family and friends of the insured.

    You have chosen to make your views known via the press and open forums. You are perfectly entitled to do this, and we respect your right to do so, but it does limit our ability to respond because much of the information involved is confidential. There is a formalised complaints process laid out in the terms and conditions of all of our policies, which offers means for people who are in any way dissatisfied with the services provided to be able to lay out the reasons for this, and receive a comprehensive and detailed response - which we understand that you have already initiated.

    We do welcome feedback, both good and bad, as it offers us the opportunity to grow as a company, but trust that you understand that due to the Data Protection Act and the compliance procedures imposed upon the financial services industry, we cannot discuss these matters via unprotected online forums.

    This case is currently being investigated as a matter of urgency. Please continue to email us directly for a more formalised response.

    Kind regards, Amber.
    Official Company Representative
    I am the official company representative of Holidaysafe. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • Pauld
    Holidaysafe - Good experience
    I have used Holiday safe for the past few years due to an existing medical condition and I have just had to make a claim, on my premier multi trip insurance. Two weeks before we were due to fly to Australia when my wife broke her wrist. The hospital eventually said we should not travel 3 days before we were due to go. I sent the claim forms in about 5 days later (in order to pull all the data together and get back some refundable parts). The claim went in and 15 days later I had a full refund (3k) less the £60 excess for each person paid directly into the bank. Only complaint was they did not acknowledge my claim, but that was sorted via email.
  • AJ_EQ
    A genuine positive review for Holidaysafe/Backpacker plus
    After spending so long looking for travel insurance, specifically reviews, for my 6 month SEA trip and I ended up going for the backpacker plus from Holidaysafe.

    Once I received the documents and fine print and gave it a good look over. There were a couple of issues with the fine print not matching up with the proposed summary. For me the policy summary stated £0 excess when claiming for money lost/stolen. In the fine print (policy wording), an excess was mentioned in regard to any money claims. I emailed customer service who confirmed the policy wording was incorrect and that they were "currently updating it" and that I wouldn't have to pay any excess if I was claiming for this. If I needed to claim at a later stage and there were any issues, I was told to quote this email.

    After sorting out extra activities/sports and clarifying their cover (i.e. bouldering, DH mountain biking), which was covered for a little extra, I decided to go with the policy and it was still such good value.

    As it happened I ended up making a claim for just over £100 of cash in my wallet, which got stolen on the ferry from Bali to Lombok. I filed a police report, got a copy of my bank statement, filled out holidaysafe's claim form and sent all of those documents to them.

    As expected the process took around a month but I received my money back from the claim with no questions or issues. So all in all I am pleased I went with these guys and have used them since for a MTB holiday as they were dead cheap.

    The only thing I'd say (and this really goes for any insurance policy), read the policy wording (fine print) and ensure everything matches up with the summary, also confirm the definition of any sporting activities (i.e. climbing doesn't cover bouldering or deep water soloing) and hopefully you won't have any problems claiming if you provide the correct documents and follow the correct procedure.
    • mayfair1985
    • By mayfair1985 3rd Dec 13, 2:02 PM
    • 494 Posts
    • 1,522 Thanks
    mayfair1985
    Ahhh that's nice. Two new users within a week of each other, both signing up to the forum to specifically write a good review for Holidaysafe (and no other posts), about two very different claims that were both, by all accounts, incredibly successful.

  • DISNEYRAISY
    I wouldn't recommend Holiday Safe
    While in Salou with my family I had to get an emergency passport for my son and my out of pocket expenses were up to £300 but Holiday Safe would not cover me and it makes you wonder what you pay all the money for. They even quoted in their letter that "the main purpose of travel insurance is and alway has been to provide cover for unexpected medical costs" why does the policy state it will cover other things! They then had the audacity to send me a renewal quote. I will never use or recommend this company to anyone and I would suggest you take it off your recommendations also!
    • Quentin
    • By Quentin 12th Dec 13, 9:16 AM
    • 33,600 Posts
    • 17,499 Thanks
    Quentin
    Although pointlessly telling you the "main purpose" of travel insurance is mainly for medical costs, that is just their opinion, and won't hold any water if the policy actually did cover costs associated with getting lost/stolen/etc passports replaced.

    If that is covered, then raise a formal complaint about their decision to reject your claim, and if unhappy with their reply escalate to the FOS.

    If it's not covered you have no gripe over them rejecting the claim, just about the pompous way they did it!
  • Holidaysafe Representative
    Dear Disneyraisy,

    My name is Amber Howard and I am the Brand Manager for Holidaysafe. Firstly I would like to apologise that you feel you have reason to complain, we take customer feedback very seriously and I would like to investigate your case further. We cannot discuss individual claims in an open forum, however if you could send your details to Holidaysafe@infinityinsurance.co.uk we will investigate the circumstances of your claim and respond to you accordingly.

    Kind regards, Amber.
    Official Company Representative
    I am the official company representative of Holidaysafe. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
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