HolidaySafe Travel Insurance - Your Feedback

Victor_Delta

Was just about to renew our annual travel policy with Holidaysafe. On the face of it all looked ok with no change in premium from last year.


However, on closer examination I spotted on the quote schedule that the line that least year read ‘Electrical items and photographic equipment’ now just says ‘Electrical items‘. Sure enough cameras are now classified as gadgets and only covered if you pay for the additional ‘gadget extension’ (provided by another insurer, cost £50, with several limitations e.g. items must be less than 3 years old). Very sneaky. Who goes on holiday without a camera? :mad:


In the accompanying covering letter and email there is nothing to draw you attention to this change other than the general advice to read the policy document carefully (all 34 pages of it). It’s just the same as when they introduced the ‘cruise extension’ for those going on cruise holidays without drawing attention to it on renewal.

Anyone know of any other good travel policies that still cover cameras – and other basics – as part of the core policy?

dacouch

The Post Office normally offer a decent policy.

Bear in mind Travel Policies tend to pay contents policy on an "Indemnity" basis eg they deduct an amount for "Wear & Tear".

A Home Insurance pays claims on a "New for Old" basis eg they replace it with a brand new item

Holidaysafe_Representative

Hi Victor_Delt,

Thank you for your post, and I am sorry that you were dissatisfied with your policy at renewal.

In November 2015 we linked with a specialist gadget insurer, who provide much better cover for people travelling abroad with gadgets. Our insurer was only able to offer cover up to a maximum of £400 for photographic equipment (with a cost deducted for wear and tear) on our highest tier policy, whereas we can now offer new for old cover up to £1,000.

Our Gadget Extension costs £24 for an individual travelling anywhere in the world on a Multi Trip policy, and the highest cost is £48 for families of any size travelling anywhere in the world.

Whilst I understand your frustration, we do state the following in all renewal letters; “Please be aware that cover levels may have changed and evolved since your last purchase, so it is important that you check the latest policy wording, which can be found at Holidaysafe.co.uk/policywordings.html.”

To reiterate our previous forum discussion, we never covered cruising as standard under any of our Multi Trip policies. We introduced the cruise extension to allow people to cruise under our policies.

Once again I am very sorry for any and all inconvenience caused.

Kind regards,

Amber.

dacouch

Holidaysafe_Representative wrote: »

Hi Victor_Delt,

Thank you for your post, and I am sorry that you were dissatisfied with your policy at renewal.

In November 2015 we linked with a specialist gadget insurer, who provide much better cover for people travelling abroad with gadgets. Our insurer was only able to offer cover up to a maximum of £400 for photographic equipment (with a cost deducted for wear and tear) on our highest tier policy, whereas we can now offer new for old cover up to £1,000.

Our Gadget Extension costs £24 for an individual travelling anywhere in the world on a Multi Trip policy, and the highest cost is £48 for families of any size travelling anywhere in the world.

Whilst I understand your frustration, we do state the following in all renewal letters; “Please be aware that cover levels may have changed and evolved since your last purchase, so it is important that you check the latest policy wording, which can be found at Holidaysafe.co.uk/policywordings.html.”

To reiterate our previous forum discussion, we never covered cruising as standard under any of our Multi Trip policies. We introduced the cruise extension to allow people to cruise under our policies.

Once again I am very sorry for any and all inconvenience caused.

Kind regards,

Amber.

Ignoring the fact your breaching the MSE rules for Company Reps on sales posts.

Could you explain how bearing in mind your obligations under TCF and the Ombudsman's expectation on an Insurer to make any unusual exclusions or reductions in cover. How you reducing cover for your customers on their renewals and not making it very clear but relying on the legend "Please be aware that cover levels may have changed and evolved since your last purchase, so it is important that you check the latest policy wording, which can be found at" sits with your obligations under TCF and the Ombudsman?

If anyone stumbles on this via google and has a problem claiming for a camera following a renewal that uses this vague get out clause. Please make an "Official Complaint" and then go to the Ombudsman as the the Ombudsman is very very likely to rule against HolidaySafe so your claim is paid.

N2OCapri

Question for Amber,

I have used Holidaysafe for a few years now mainly for their motorcycle trackday insurance, whilst I have always been satisfied with the policy I have never needed to claim.

I am going to Almeria Spain in March and have read that there have been issues with getting treatment if one holds a Holidaysafe policy. Have these issues been resolved ? I understand most of the issues arise due to the organiser using a private medical clinic rather than the state hospital but if I'm unconscious and in the back of an ambulance I am hardly able to ask to go to the right hospital for treatment.

What would you suggest in order for me to be 100% certain I am covered ?

Many thanks

Adrian

Holidaysafe_Representative

Hi Adrian,

Thank you for your message and apologies for the delay in reply. Unfortunately, travel insurance is not private health insurance, and so all policies across the market will state this somewhere in their policy wordings or T&Cs.

However, when seeking emergency medical treatment abroad, our stance is the same across all of our policies - you should go to the nearest and most appropriate facility to get help, whether that is public or private, and then call our emergency team so they can start assisting you.

To ensure this stance is as clear as possible for our motorcycle customers and track side clinics, we have added two pages to all of our motorcycle policy wordings which explain what to do if you are injured during a track event. This clearly states;

"Whilst all travel insurance policies have exclusions regarding the costs of private medical treatment, Holidaysafe Motorcycle Travel Insurance does cover the costs of emergency treatment at the nearest medical facility; provided you, or the medical facility you are taken to, contact our 24 hour emergency assistance service as soon as possible for confirmation of billing and approval of admission. We understand that should you have an accident whilst participating in a track or race day you will be taken to the nearest appropriate medical facility, which could be public or private. For more serious injuries which will require you to be admitted to hospital, you or the medical facility must contact the 24 hour emergency assistance service as soon as possible"

I hope that answers your question, but please do let me know if there is anything else I can help you with.

Kind regards,

Amber.

N2OCapri

Hya Amber,

Thankyou for the reply and no apologies needed about it being delayed as I don't really expect people to respond immediately to my questions especially over a weekend.
I have always found HolidaySafe easy to contact and did use your live chat facility where a very helpful and polite lady answered me within thirty or so seconds.

I understand that travel insurance isn't private health care, I actually have that covered elsewhere thank you, so as i understand you if I am unconscious and unable to supervise which facility I go to and end up in a private clinic where presumably a doctor or health professional has decided that is the best place for me to go I am covered as long as you are contacted as soon as possible. Is this correct ?

Again thanks for the reply

Adrian

Holidaysafe_Representative

Hi Adrian,

Yes that is correct, and this would be the case on all of our policies.

If you would like to take a look at our newest motorcycle policy wordings they can all be found here; http://www.holidaysafe.co.uk/policywordings.html - the information I pasted above can be found on pages 7-9.

If you have any other questions just let me know.

Kind regards,

Amber.

N2OCapri

Many thanks Amber I think you've covered what I needed clearing up.

Cheers

Adrian

dacouch

N2OCapri wrote: »

Many thanks Amber I think you've covered what I needed clearing up.

Cheers

Adrian

N20Capri

Could I suggest you have a read of this thread before making your buying decision.

I have a feeling after reading the thread or skim reading it, you'll buy cover elsewhere