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  • Littlepea
    • #2
    • 22nd Oct 12, 7:43 PM
    • #2
    • 22nd Oct 12, 7:43 PM
    I was attracted by the apparently low cost of the family travel insurance policy for Europe with holidaysafe.co.uk (which I saw on the Moneysavingexpert website). I tried to buy online but when I tried to complete the section on medical conditions to declare my son and I have controlled asthma and I had a c-section to deliver my baby 6 weeks ago, it wouldn't let me input the medication we are on for the asthma. So I had to call Holidaysafe on their 0845 number (which turned out to be a very expensive call). They eventually agreed to cover the asthma but would only cover my c-section if it was over 2 months ago, so they gave me a quote number and told me to call back when it was 2 months or more from the date of the c-section, and they would honour the 42 price and cover these conditions. I called back today as it's now over 2 months since the c-section only to be told my quote had expired, I had to go through everything again (another expensive call) and the final straw was when they told me that with the medical conditions the policy would now cost over 120, despite Holidaysafe confirming during the first call that there would be no extra charge. So if you have any medical conditions, DO NOT TOUCH THIS POLICY as it will cost you far more than the seemingly low price they advertise! Distinctly unimpressed.
  • MSE Andrea
    • #3
    • 26th Oct 12, 2:51 PM
    • #3
    • 26th Oct 12, 2:51 PM
    Hi Littlepea

    Holidaysafe has asked us to post a response. MSE doesn't endorse anything a company says on the forum.

    Hi Littlepea, my name is Amber Howard and I am the Brand Manager for Holidaysafe.

    I have listened to both of the phone calls you made to our customer service centre, and I would like to apologise that you have had problems with Holidaysafe.

    I would be happy to discuss this issue with you in more detail, if you could please send your contact details to website@infinityinsurance.co.uk (and mark the email for my personal attention), I will then contact you accordingly. I look forward to hearing from you. Kind regards, Amber.
    Last edited by MSE Andrea; 26-10-2012 at 8:18 PM.

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  • projexe
    • #4
    • 6th Nov 12, 10:41 AM
    • #4
    • 6th Nov 12, 10:41 AM
    Check the FAQs and small print. As soon as any children hit 18 they won't be covered.
    Oh They will quite happily sell you a policy for a 17 year old but beware - if you go on holiday once your child is 18 (whether still at school or not) then you'll not be covered.

    And this is a best buy?????

    (Direct Travel Insurance - another of your best buys - cover this eventuality so I've insured with them instead)
  • MSE Andrea
    • #5
    • 28th Nov 12, 2:19 PM
    • #5
    • 28th Nov 12, 2:19 PM
    Holidaysafe has asked to reply. MSE doesn't endorse anything a company says on the forum.

    Hi Projexe, My name is Amber Howard and I am the Brand Manager for Holidaysafe. Firstly I would like to apologise that you have had problems with Holidaysafe, but this is simply not our policy.

    We define a family as two adults over 18, and one or more children all under the age of 18. When you buy a Multi Trip policy, we take your age at the time of purchase, and cover you under that age for the duration of the policy, as we understand that your age will change at some point during the 12 month period. If you buy a Single Trip policy, we take each travellers age at the time of travel, so if you tried to buy a family policy with dates after your child has turned 18, this unfortunately will not work. We would never refuse to cover someone after they had purchased a policy simply because they had turned 18, our systems are set up to take this into account.

    We are always looking to improve our products, and adding a student age group to the website is something we are strongly considering.

    Im very sorry we lost your business, but I would really appreciate it if you could tell me where you found this information? It is not in the FAQs or on our policy wordings as you stated in your comment.

    Once again I would like to apologise for this misunderstanding. I would be more than happy to discuss this issue further, simply send your contact details to website@infinityinsurance.co.uk (and mark the email for my personal attention), I will then contact you accordingly. I look forward to hearing from you . Kind regards, Amber.

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  • Cheapisntalwaysbest
    • #6
    • 12th Dec 12, 12:01 PM
    • #6
    • 12th Dec 12, 12:01 PM
    Personally I would never use holiday safe ever again. I phoned up to let them know about a scan I had had on an existing condition which only had performed to be 100% sure that there was no reason to for me not to travel, I would have been much better just being in the dark. I was told that subject to the new information they would not ensure me for the condition despite my consultants assurance that the results showed nothing of concern and the money which I paid to specifically ensure this existing condition in its per scanned form would not be refunded. They did offer me to use the canellation cover on the policy which was mighty generous given it that it was the day before I was suppose to fly out. I ended up having to take out another policy with a different company to ensure I was fully ensured and cancelled my holiday safe one but I was only refunded a fraction of what I had paid.
  • MSE Andrea
    • #7
    • 13th Dec 12, 2:16 PM
    • #7
    • 13th Dec 12, 2:16 PM
    Hi

    The company's asked to post a response. MSE doesn't endorse anything a company says on the forum.

    Hi Cheapisntalwaysbest, my name is Amber Howard and I am the Brand Manager for Holidaysafe. Firstly I would like to apologise, I am sorry that you feel aggrieved by the medical decision following your declaration of a recent scan. There are varying reasons why this decision may have been made, and I would like to investigate so I may explain them to you and try to resolve the matter. In particular, I would like to look into the amount that was refunded to you.

    To allow me to do this, I would need some more information, so I would really appreciate it if you could please send your contact details to website@infinityinsurance.co.uk (and mark the email for my personal attention), I will then contact you accordingly. I look forward to hearing from you. Kind regards, Amber.

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  • Briatania
    • #8
    • 14th Jan 13, 7:57 PM
    • #8
    • 14th Jan 13, 7:57 PM
    As with others I put a low risk static condition into the website (hypothyroidism) which was not caused by other pathology. I had no complications, had not consulted a doctor, had not had medication changed etc. My premium very nearly doubled and the excess went up to 100. It was not clear whether the 100 was added to each of the quoted standard excesses. I was left wondering what would have happened to the premium if I had a risky condition.
    Not as cheap as it looked and very irritating to think you are being exploited.
  • peaksoft
    • #9
    • 23rd Jan 13, 4:51 PM
    • #9
    • 23rd Jan 13, 4:51 PM
    I took out annual insurance with Holidaysafe, following the recommendation by MSE, but immediately I downloaded the documents, I cancelled the policy and obtained a refund?
    Why? Every telephone number supplied is an 084---- number, including the one for calling from abroad to report a problem or arrange help. They even advise storing the number in a mobile telephone.
    Using one of these numbers to call from abroad would cost a small fortune - much to the glee of Holidaysafe, who get a substantial cut from the calls.
    Any holiday insurance company that cares anything for its customers' interests supplies a UK geographic number for calls from abroad, and I feel this should be a prime requirement when policies are vetted by MSE.
  • Fairy-Home
    I agree with the argument for having a UK geographic number, especially for an emergency contact from abroad.

    However, a little self-help with a search on http://www.saynoto0870.com reveals:

    01732 853350 - Claims Dept.
    01732 853355 - Sales.

    I'm sure that even if one of these were the wrong department that they would be able to put you through.

  • t0d
    It seems if you have well controlled gout, high blood pressure and diabetes your premium increases by 50!
  • All2008
    I called them several times to cancel my policy as it wasn't suitable for my needs. I was kept on hold for long periods of time and cut off when I got through. This happened several times. It made me wonder whether it was deliberate. Just as well I'm cancelling my policy. I'd hate to be in dire straits abroad and repeatedly cut off when I called.
  • Holidaysafe Representative
    Hi All2008,

    My name is Amber Howard and I am the Brand Manager for Holidaysafe. I just wanted to sincerely apologise that you had trouble contacting our customer service centre. While we have been experiencing high volumes of calls, I can assure you that this is not the high standard of customer service we strive to provide every Holidaysafe customer. I understand that you chose to cancel your policy with us because it did not meet your requirements, however I would still like to look into this matter to uncover any potential issues, therefore if you could email me the number you were calling from, and the date you tried to call us to website@infinityinsurance.co.uk, (and mark it for my personal attention,) I can investigate.

    Even though you are no longer a customer, I would like to reassure you that if you had faced an emergency abroad we have a separate line for our medical emergency team, which is available 24 hours a day, every day of the year.

    Once again I would like to apologise for any inconvenience caused, and I hope you have a safe and enjoyable trip.

    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"
  • holistic49
    I have just purchased travel insurance from Holidaysafe and I am very annoyed at myself for leaving a box that was ticked ALREADY for the policy to be sent to me by post at the cost of 1.75. Of course I could have printed it out very easily myself doh!! So in future I will be VERY careful to check options. It's a shame that they use these low sort of tactics though, don't you think!!
  • Holidaysafe Representative
    Hi holistic49, my name is Amber Howard and I am the Brand Manager for Holidaysafe. I'm sorry you feel disappointed that we automatically tick the box for postage, however we do this because many of our clients want their documents to be printed and posted.

    I can assure you that the entire 1.75 is spent on printing and posting documents, therefore the choice is only there as part of our commitment to customer service. The option for postage is clearly displayed and you can easily opt out by un-ticking the box.

    Once again I want to apologise, and I understand that the cost of postage has already been refunded to you. I hope you have a safe and enjoyable trip. 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"
  • LJH27
    I took out Annual Individual Worldwide Travel Insurance with Holiday Safe at the beginning of February after looking at MSE's best buys. Then unfortunately I had to cancel my holiday because I was travelling with my parents and my dad was taken ill the day before we were flying. I printed out the forms and sent them off with all the evidence and received a cheque for the full amount of my claim yesterday (minus 60 excess).
  • chocolateeater
    This is not a user friendly site.

    You need to watch out for premiums on activities eg walking vs rambling. They have 7 different levels of activity cover with eg fell walking, rambling and walking being covered for no cost. BUT if you want to ramble up to 2000m it'll cost 17 per person extra. Mountain walking up to 1000M costs an extra 34. Whereas there seems to be no height limit on just walking. I bet if you fell over while walking and it happened to be at over 2000M they'd claim it was excluded!

    And once you get a quote and go away from the page, it's not possible to go back in and change information without going through the whole screening process again. I inadvertently added 30kg to my husband's weight which I'm sure would be a material factor as they probably use height and weight to calculate BMI. But to change it, I either have to flog through their questions again or ring their 0845 number. They need to learn from some of the comparison websites where they do retain information and let you tailor further.

    I'll go elsewhere
  • Holidaysafe Representative
    Hi chocolateeater, my name is Amber Howard and I am the Brand Manager for Holidaysafe.co.uk. Firstly I would like to apologise that you feel dissatisfied with our website, I understand that you have chosen to look elsewhere for travel insurance, however I wanted to take a moment to address some of your concerns.

    All travel insurance policies (apart from specific adventure policies) charge additional premiums for activities, depending on the level of hazard the activity presents. However, we are in the process of reviewing our activity packs to make sure there are no anomalies, and we will be reviewing your particular experience.

    Regarding our quote process, because we allow customers to screen and declare their medical conditions online, unfortunately it is not possible to edit quotes once they have been completed or saved. This is to make sure that all information is declared and nothing is accidentally removed we do warn customers that they will not be able to change their quote once it has been saved or completed. In addition, the Data Protection Act means that we do not store quote information on our servers for more than a short period of time.

    Many comparison sites do allow you to change basic information on a quote, however this is because most do not allow you to declare medical conditions.

    Our customer service centre is available 8am-8pm weekdays and 9am-5pm Saturdays, to help answer any customer queries and to edit quotes if necessary.

    I hope this has answered some of your queries,and I hope you will consider us again in the future. Safe travels, Amber.
    Last edited by Holidaysafe Representative; 20-05-2013 at 3:32 PM.
    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"
  • Purdiecat
    I Have to say that I am very impressed with Holiday Safe regarding refunding my holiday. When my husband fell ill earlier this year we had to cancel our holiday to California and Las Vegas which I had booked myself on line. We submitted claims for flights and hotels, and were compensated for all without any problems. As with any travel insurance we had notified them of all medical pre existing conditions and all medicines. I will certainly recommend them. ( started using them from Recommendation on Martins site)
  • mattc74
    On the basis that this was a well recommended product I assumed that cover would be sufficient for my holiday. I read through the paperwork, including the small print and it seemed to cover everything that was required.

    However when we made a claim after our apartment had been broken into I discovered the following :-
    Whilst cover is 2000 for personal items, this is broken down to different sections. So for example you only get 300 cover for electrical items - basically anything with a plug or batteries.
    Excess is applied per section - couldn't find this one in my paperwork!
    Excess is applied per per person, per section.

    So the long and short is that all our electronic goods were taken, including shavers, hair straightners, kids IPOD's, etc - and we had to pay an excess for each section for each person.
    Additionally I found that the level set for wear and tear was quite excessive. For example a memory card that was 2 months old was reduced by 12.5% - these things last for years. Clearly this is not defined and is up to the insurer.

    Overall not very happy with my experience with this company. We split our claim with house insurance, as we had some cover - and they covered everything with no issue - not HolidaySafe.

    I will be holidaying soon and will be buying another policy from someone who does what they say on the tin!!!
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