HolidaySafe Travel Insurance - Your Feedback

dacouch

Holidaysafe_Representative wrote: »

Dear PSXmad2,

My name is Amber Howard and I am the Brand Manager for Holidaysafe.

Firstly I would just like to sincerely apologise that you are dissatisfied by the service you have received from our appointed Claims handlers, Travel Claims Facilities.

Although they have experienced an extremely high influx of claims over the past few months, the experience you describe is not the high standard of service we strive to provide at Holidaysafe.

Therefore, I would like to investigate your case as a matter of urgency, to try and get this settled for you as soon as possible. To allow me to do this, can you please send me your details to Holidaysafe@infinityinsurance.co.uk.

I look forward to hearing from you, and once again please accept my sincere apologies for the inconvenience caused by this situation.

Kind regards,

Amber.

This thread and your reviews do not seem to tally with your own view of the high standards your company provide.

Perhaps try wiping the rose tinted glasses and feed back to the office that they need to pull their proverbial finger out

Bathsheba50

What depressing reading is in this thread. And firstly, I would like to offer my genuine sympathy to those who have suffered medical emergencies which have not been handled sympathetically, swiftly or professionally by HolidaySafe (or is it down to the claims handlers?)

My situation, in comparison, seems mild. However, having my bag stolen at Malaga Station seems, to me, a big deal, given the cash, possessions, phone, travel tickets, house keys AND PASSPORT contained therein.

I did all expected: police, British Consulate, printed out return tickets again (good job I was online with Jet2) and thankfully was travelling with a friend (ex solicitor) who not only could access cash but swung into action with the rest.

On my return last Monday (3rd November), after calling family and friends (all numbers on stolen phone and couldn't remember password for email), first call was to the claims department of HolidaySafe (number on my policy).

Interesting. I was asking for information about how I was covered. I was told they did not have that information, they were merely the claims handlers. Further discussion got nowhere. I called next day, to be told by a chit of a girl, called by the name of Michelle (labouring under the illusion that she was first in the queue when brains were handed out at the beginning of time) that she could give no information.

The explanation was as follows: I was talking to the claims handlers for HolidaySafe who, (according to our Michelle) deal with in excess of 200 insurance companies. She could not tell me anything about my policy, other than suggesting I download a form and fill it in.

Right then. I had already done that, so I insisted on discussing what documentation was to be included (for clarification). I eventually prised this out of her. By this time I had seen the way the wind was blowing... I found this thread. I now carefully read both my policy terms and the draconian exclusions with regard to personal possessions, cash and travel documents. Hindsight is a wonderful thing.

With HolidaySafe you do not pay an excess PER CLAIM but for individual losses. So, £60 for stolen possessions, another £60 for clothes/footwear. Another £60 for cosmetics and toiletries. Yes, another £60 for a camera. Again, £60 for jewellery. and last, but not least. £60 for my specs (but too old to claim for anyhow). So, by my reckoning, I have to pay out £360. But how would I know, since our Michelle declined to confirm or deny this? And no cover for mobile phone.

Upshot: I turned to my home insurance. I cannot say who. I can say that in three days, a new mobile phone is on the way, I have an appointment for new glasses and the rest of my claim, new for old is agreed. I have been dealt with by a claims manager and several appointed people, who have made a sad process easier.

Ah ... what about my emergency travel document, extra hotel expenses, train fair etc? For household insurance does not cover for that. Well, I have gathered the necessary supporting documents and tomorrow will fill in a claims form and post to these strange claims handlers, for HolidaySafe. I am somewhat encouraged by Amber's post here (can't see date right now) who says that HolidaySafe do cover for a passport (and I have read no excess) not carried on your person. I had wrapped my bag around the top of the extended handle on my case briefly so as to put a tray of food down. When I looked to put it across my body (always carried there) it was gone.

So ... I guess, watch this space. Ah, never again, TravelSafe! Absolutely shocking and unacceptable.

Lezbez159

I insured myself with 'Holidaysafe' in February on a 6 month European Travel Policy, and as usual with these companies had no problem until i needed to claim.
I found emails were ignored, with no replies or explanations given at all, despite contacting them numerous times for an update or progress, and when i returned to the UK i found that the people that answer the phones, aside from being liars, were completely and utterly useless. Displaying nonchalant attitudes, and a can't be bothered attitude when being asked to help in my book tells me that they are in the wrong job, and then when my 'settlement' arrived it was again greeted with a 'oh well, that's that' kind of attitude.
The problem is, these days the staff who answer the phones for these companies are badly trained, ill informed, and quite frankly not fit to empty the bins. Why give responsible jobs to people who obviously don't want them? In general, Holiday Safe were very poor at corresponding right from the start, and typically once they have your money they try every trick in the book to wiggle out of or stall things for the consumer. In a word- awful.

Holidaysafe_Representative

Dear Bathsheba50 & Lezbez159,

Thank you for your posts, my name is Amber Howard and I am the Brand Manager for Holidaysafe.

I am very sorry that you were both unhappy with the service you received from our appointed claims handlers - your feedback and experiences are unacceptable, and so I would like to investigate your comments as a matter of urgency.

To allow me to do this, can you please both send me the rough times and dates of your calls to Travel Claims Facilities, and the numbers you called us from (e.g. your mobile or landline) to Holidaysafe@infinityinsurance.co.uk. I can then find the call recordings and discuss them with the Claims Manager for immediate training purposes.

If you would also like any further information about your claim etc., I can also chase this for you, so please include any relevant information in the email.

I look forward to hearing from you, and once again please accept my sincere apologies.

Kind regards,

Amber.

P.S. I would also just like to reassure Bathsheba50 that in the event of a claim, the excess is applicable per section, not per item - so in your example above where multiple possessions were taken, you would only pay one excess for a personal possessions claim.

Bathsheba50

Thank you for your timely response, Amber. I am emailing you the information you have requested. I am also now in the process of submitting my claim for theft of my passport. The cash and other possessions in my handbag have been settled by my Home insurance company, within 5 days, professionally and sympathetically.

I do hope I do not meet with more 'blank walls' in respect of my claim.

Bathsheba50

Firstly, Amber, thanks for having traced my calls to Travel Claims Facilities and actioning same. I await your conclusion.

Secondly, for other claimants. In submitting a claim, I noticed we are asked to supply ORIGINAL documents and keep copies. Fine. But only an idiot would send original documents unsigned for, right? So, I called Travel Claims Facilities and asked about this.

One Paul Whitelock advised a NON PO BOX address by which they would sign on receipt as follows:

Travel Claims Facilities
North Frith Farm
Oast Business Centre
Ashes Lane
Hadlow
Kent TN11 9QU

Anybody spot this information anywhere? Really, how difficult can you make it to process a claim?

Anyway (sigh) my claim for passport theft and losses is in a BiG BROWN ENVELOPE on my desk to be posted to the supplied address tomorrow.

Oh, and the rest of my losses? As in: cash, personal possessions, etc? Why, settled in five days by my home insurance people. Cheque here, appointment with the opticians tomorrow, new mobile phone arrived today, cost of camera agreed.

HolidaySafe: give us a break. We take out insurance in good faith. TELL US the facts, please! That is, your claims department know absolutely nothing about any personal claim, they make it as a looking glass world to process a claim and have strange folk fobbing us off at the other end of the line. And as for the Which best buy etc? I'll be dealing with that hornet's nest when I have recovered from this debacle.

Martin (the expert): you'll be hearing from me soon,. Nearly fell foul of your energy saving club. Nonsense! Staying with my energy suppers lost me absolutely nothing.

Good luck to all!

dacouch

Bathsheba50 wrote: »

What depressing reading is in this thread. And firstly, I would like to offer my genuine sympathy to those who have suffered medical emergencies which have not been handled sympathetically, swiftly or professionally by HolidaySafe (or is it down to the claims handlers?)

My situation, in comparison, seems mild. However, having my bag stolen at Malaga Station seems, to me, a big deal, given the cash, possessions, phone, travel tickets, house keys AND PASSPORT contained therein.

I did all expected: police, British Consulate, printed out return tickets again (good job I was online with Jet2) and thankfully was travelling with a friend (ex solicitor) who not only could access cash but swung into action with the rest.

On my return last Monday (3rd November), after calling family and friends (all numbers on stolen phone and couldn't remember password for email), first call was to the claims department of HolidaySafe (number on my policy).

Interesting. I was asking for information about how I was covered. I was told they did not have that information, they were merely the claims handlers. Further discussion got nowhere. I called next day, to be told by a chit of a girl, called by the name of Michelle (labouring under the illusion that she was first in the queue when brains were handed out at the beginning of time) that she could give no information.

The explanation was as follows: I was talking to the claims handlers for HolidaySafe who, (according to our Michelle) deal with in excess of 200 insurance companies. She could not tell me anything about my policy, other than suggesting I download a form and fill it in.

Right then. I had already done that, so I insisted on discussing what documentation was to be included (for clarification). I eventually prised this out of her. By this time I had seen the way the wind was blowing... I found this thread. I now carefully read both my policy terms and the draconian exclusions with regard to personal possessions, cash and travel documents. Hindsight is a wonderful thing.

With HolidaySafe you do not pay an excess PER CLAIM but for individual losses. So, £60 for stolen possessions, another £60 for clothes/footwear. Another £60 for cosmetics and toiletries. Yes, another £60 for a camera. Again, £60 for jewellery. and last, but not least. £60 for my specs (but too old to claim for anyhow). So, by my reckoning, I have to pay out £360. But how would I know, since our Michelle declined to confirm or deny this? And no cover for mobile phone.

Upshot: I turned to my home insurance. I cannot say who. I can say that in three days, a new mobile phone is on the way, I have an appointment for new glasses and the rest of my claim, new for old is agreed. I have been dealt with by a claims manager and several appointed people, who have made a sad process easier.

Ah ... what about my emergency travel document, extra hotel expenses, train fair etc? For household insurance does not cover for that. Well, I have gathered the necessary supporting documents and tomorrow will fill in a claims form and post to these strange claims handlers, for HolidaySafe. I am somewhat encouraged by Amber's post here (can't see date right now) who says that HolidaySafe do cover for a passport (and I have read no excess) not carried on your person. I had wrapped my bag around the top of the extended handle on my case briefly so as to put a tray of food down. When I looked to put it across my body (always carried there) it was gone.

So ... I guess, watch this space. Ah, never again, TravelSafe! Absolutely shocking and unacceptable.

Which Policy do you have with Holiday Safe?

I ask as they're almost certainly misled you about the excess applying to each separate defination of baggage you have eg cosmetics, clothes and footwear etc each having an excess applied.

Holidaysafe_Representative

Dear Bathsheba50,

Once again thank you for your email and for providing the information I requested.

I have tracked down your call with Michelle at Travel Claims Facilities (TCF), and I would just like to sincerely apologise for any confusion or inconvenience caused by the call.

What Michelle was trying to explain is that TCF are the appointed Claims Handlers for Holidaysafe, they are not Holidaysafe themselves, and therefore they do not have access to the policies that have been sold until these are submitted as part of a claim. This means they would not know for sure the level of cover that you had until they saw the policy documents and level of cover that you had purchased.

This is a conscious decision, made in order to ensure that you are not discouraged from making a valid claim, and given that TCF do deal with a large number of insurers and the various policies that they offer, it also ensures they do not give out the wrong information.

Therefore, whilst Michelle was right in saying that a claims assessor would only be able to tell you the same thing, I offer my apologies that this was not explained very well, and that you did not feel assisted following your unfortunate experience in Spain.

I have spoken directly to Michelle’s Manager, and am informed that she will be meeting with Michelle and reviewing the call as part of her ongoing training.

Once again please accept my sincere apologies on behalf of TCF, and thank you for bringing this issue to my attention.

If you have any further questions or queries, please do not hesitate to contact me directly using the email address provided above.

Kind regards,

Amber.

dacouch

Holidaysafe_Representative wrote: »

Dear Bathsheba50,

Once again thank you for your email and for providing the information I requested.

I have tracked down your call with Michelle at Travel Claims Facilities (TCF), and I would just like to sincerely apologise for any confusion or inconvenience caused by the call.

What Michelle was trying to explain is that TCF are the appointed Claims Handlers for Holidaysafe, they are not Holidaysafe themselves, and therefore they do not have access to the policies that have been sold until these are submitted as part of a claim. This means they would not know for sure the level of cover that you had until they saw the policy documents and level of cover that you had purchased.

This is a conscious decision, made in order to ensure that you are not discouraged from making a valid claim, and given that TCF do deal with a large number of insurers and the various policies that they offer, it also ensures they do not give out the wrong information.

Not discouraging customers from making a claim seems to be working well...

Bathsheba50 wrote: »

Interesting. I was asking for information about how I was covered. I was told they did not have that information, they were merely the claims handlers. Further discussion got nowhere. I called next day, to be told by a chit of a girl, called by the name of Michelle (labouring under the illusion that she was first in the queue when brains were handed out at the beginning of time) that she could give no information.

The explanation was as follows: I was talking to the claims handlers for HolidaySafe who, (according to our Michelle) deal with in excess of 200 insurance companies. She could not tell me anything about my policy, other than suggesting I download a form and fill it in.

Right then. I had already done that, so I insisted on discussing what documentation was to be included (for clarification). I eventually prised this out of her. By this time I had seen the way the wind was blowing... I found this thread. I now carefully read both my policy terms and the draconian exclusions with regard to personal possessions, cash and travel documents. Hindsight is a wonderful thing.

With HolidaySafe you do not pay an excess PER CLAIM but for individual losses. So, £60 for stolen possessions, another £60 for clothes/footwear. Another £60 for cosmetics and toiletries. Yes, another £60 for a camera. Again, £60 for jewellery. and last, but not least. £60 for my specs (but too old to claim for anyhow). So, by my reckoning, I have to pay out £360. But how would I know, since our Michelle declined to confirm or deny this? And no cover for mobile phone.

Upshot: I turned to my home insurance. I cannot say who. I can say that in three days, a new mobile phone is on the way, I have an appointment for new glasses and the rest of my claim, new for old is agreed. I have been dealt with by a claims manager and several appointed people, who have made a sad process easier.

So ... I guess, watch this space. Ah, never again, TravelSafe! Absolutely shocking and unacceptable.

So outsourcing your claims has nothing to do with saving Holiday Safe money then. I'm assuming you do it to improve customer service

Bathsheba50

What Michelle was trying to explain is that TCF are the appointed Claims Handlers for Holidaysafe, they are not Holidaysafe themselves, and therefore they do not have access to the policies that have been sold until these are submitted as part of a claim. This means they would not know for sure the level of cover that you had until they saw the policy documents and level of cover that you had purchased.

This is a conscious decision, made in order to ensure that you are not discouraged from making a valid claim, and given that TCF do deal with a large number of insurers and the various policies that they offer, it also ensures they do not give out the wrong information.


Good Morning, Amber

Thank you for your enquiries regarding my experience with travel claims facilities. I have to say, I find your rationale/explanation confusing.

Firstly, could you tell me where on your website or policy documents you alert customers to the fact that they will be able to get no information/clarification from travel claims facilities regarding their policy terms BEFORE submitting a claim? I have never come across such a scenario in all my years of purchasing insurance of any type. Further, had I been alerted about this BY YOU anywhere, I would not have purchased insurance from you. Or have I missed something somewhere? Like the issue I raised earlier of apparently an excess applied to each item of loss rather than a single event? I still can't find that.

Secondly, I am astonished that you refer to a conscious decision made so as not to discourage claimants? Who in their right mind would NOT be discouraged by such handing by travel claims facilities? And why, if there was a preferable alternative, like Home insurance, would anyone go to all the trouble of submitting a claim with an outfit that had effectively fobbed them off, demonstrated their disinterest and reduced confidence levels to zero. What this added up to for me is a clear message at the very outset: you're heading for difficulties, delays and trouble here. Is it all worth it?

In sum: Of course I claimed for the theft of my bag and all contents through Home Insurance, now settled (within 4 days). This was all done painlessly over the phone with an appointed claims manager.

This left me with having to claim from you for the passport theft. I posted my claim yesterday. When may I expect a phone call from my appointed claims manager about my claim, please? How long is the turn around? What is and is not excluded?

My, Amber ... you have your work cut out for you here, no?