HolidaySafe Travel Insurance - Your Feedback

Alfresca

I am disappointed to report that although Amber did bring my case up with her company Holidaysafe, rules are rules. So my original post stands - be prepared and think of the worst that could happen when you go on holiday. Something none of us wishes to do but there it is.

Quentin

If its any consolation, this thread gets read by a great many looking for advice on whether to insure with this cheap (and nasty) outfit.


They will be down far more than £85 in lost business by readers agreeing they should be avoided after reading of the way you were treated!

poundsign

Beware of buying any policy with Holidays safe. I bought the premier cover and am having to make a claim as my handbag was snatched while on holiday. The bag contained my passport, phone, kindle, purse, cards, make up, cash, cards and sunglasses. Apparently you have to buy extra gadget cover to be able to claim for the kindle and phone which was not evident when I bought this several months ago.
You also have to provide receipts as proof of purchase for every single thing you claim for. Most of the items are not new so the chance of still having a receipt is slim and many (e.g. the kindle, sunglasses and the actual bag) were gifts. In order to claim I now have to provide bank and credit card statements from my family to support the claim and they will only prove a purchase was made from a shop on a specific day not what the purchase was. Even with these the assessor may reject the claim. Without these I can only claim £150 less the 60 excess, the net sum of £90.00 wont even cover the cost of the emergency passport.

dacouch

Poundsign please leave a review of HolidaySafe here https://uk.trustpilot.com/review/holidaysafe.co.uk

Stick to the facts and they should not pull your review down.

If you need any advice on your claim, feel free to ask and we'll do our best to help

Holidaysafe_Representative

Hi Poundsign,

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

Firstly I would like to sincerely apologise that you are dissatisfied by our claims policies regarding lost possessions.

If you would like to email me your policy details to holidaysafe@infinityinsurance.co.uk, I will liaise with the Claims team on your behalf and assist you through the claims process.

Kind regards,

Amber

Jjcarr93

recently had to claim when my partner became very ill in Cambodia. When symptoms worsened we called the emergency care line. They said they'd call back. They never did. Leaving us in a foreign country with no idea what to do. With no state facilities around we asked our hotel for the best option. After getting to the clinic and having preliminary tests done the doctors didn't know what was wrong with my partner and needed to do further tests. Again I tried to call the emergency line, I wastef over £20 trying to get hold of someone but was either put on hold or hung on. Then I had no more credit. So my partner had no choice but to be admitted. Somehow I managed to get hold of someone in England who was able to call the emergency line and get through. However we were told to go to a secondary facility as the one we were in was not recommended. However by this time is was well into the night.

In the morning we changed hospitals, but the new clinic refused to treat my partner until the insurance would guarantee payment.

They never got it so took her password as deposit. Later that evening we tried to get a medical report and invoice to claim back the costs only to be told they weren't available and I had to pay a cash fee for her passport. I was never going to do this.

A few days later I went back, this time they had the reports but when I said I was going to claim it back from the insurance the price doubled.

Since then I complained about the lack of service both from the emergency call line and hospital staff only to be told we went to a private facility and it wasnt covered in our policy.

There was no state facility to go to, the one they are claiming is one isn't and tried to rip us off several times.

It could have all been avoided if they actually called us back. If it had been a more serious condition and we waited for a callback that never came she could have died.

Don't use this company, there is no customer service. The don't reply to emails, and blame the customer for their lack of communication.

Yet they don't believe we are being unfairly treated. Looks like I'm going to have to involve the ombudsman service.

dacouch

JjCar93 You need to send Holiday Safe a letter or email headed "Official Complaint". They're duty bound to properly investigate your complaint and report back to you.

If you're not happy with their response to your complaint, you can then take the matter to the Ombudsman.

In the circumstances you have described, there is a very good chance that the Ombudsman will either rule in your favour or at the least award you compensation for the way they handled your claim.

P.S Leave a suitable review (Keep it truthful) on trustpilot

Holidaysafe_Representative

Hi Jjcarr93,

As per my Facebook message this morning and your previous conversation with our Complaints team, I understand that your complaint is now resolved. If you would like to discuss anything further please feel free to contact me directly via our DM on Facebook.

Kind regards,

Amber

Quentin

Holidaysafe_Representative wrote: »

As per my Facebook message .........

Here's another gem/begging message from the holidaysafe facebook page


(Wonder why they don't mention it here??)

If you have two minutes spare, please vote for Holidaysafe in the British Travel Awards! We need your votes

Kedge39

I purchased travel insurance 2 years ago to cover a cruise and took out the additional cruise cover. When I renewed it this year I think the cruise cover was missing, but that was not a problem for this year.
My wife and I, along with daughter, son-in-law and granddaughter sent to Menorca for two weeks at the end of May. On 9th June, Two days before the end of the holiday, I was rushed to hospital in Menorca with a heart problem. The local doctor had sent us to a private clinic and the Holidaysafe claims dept (I think a separate company) refused to sanction treatment at this private clinic. I was transferred to the general hospital, tested, put on medication and discharged on 15th June. Despite completing all the forms, my claim has still not been settled. We had to pay all accommodation charges, buy our own flights, and everything, so the holiday insurance has so far been of no assistance whatsoever.
After returning the last of the claims forms I waited the stated 2 to 3 weeks before trying to contact them. I was told that things had been delayed because my GP had be slow in forwarding my medical records so the company could confirm that I did not have an existing, undeclared heart condition. Further contact at the end of July produced the response that they had been inundated with claims and were running behind, but mine was scheduled for completion that week.
Yesterday 16th August I tried ringing the claims company but their agents were all busy and eventually the message that I should email them was given and the call disconnected. I sent an email and got an auto-response. I tried ringing again today with the same result.
This is not very good customer service.
I am not sure I would recommend Holidaysafe to anyone based on this experience. The value of your travel insurance is only seen when you need to make a claim. It is fine being cheap, but if the service is poor when you need to claim then the cost becomes irrelevant.