HolidaySafe Travel Insurance - Your Feedback

Holidaysafe_Representative

Dear Kedge39,

Thank you for your post, my name is Amber and I am the Brand Manager for Holidaysafe. Firstly, I would like to sincerely apologise that you are dissatisfied with the service you have received from our appointed claims team; Travel Claims Facilities (TCF).

TCF have been extremely busy over the last few months, an have been recruiting to minimise delays, but nevertheless this is not the high standard of service we strive to provide at Holidaysafe.

If you could send me your details to Holidaysafe@infinityinsurance.co.uk, I will personally speak to the claims manager to get an update and resolution for you.

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

Kind regards,

Amber

Kedge39

Thank you Amber. Just had an email to say claim approved and money should be in my account within a few days.

dacouch

Kedge39 wrote: »

Thank you Amber. Just had an email to say claim approved and money should be in my account within a few days.

That's great news, but you should not have to appeal for help on a forum or social media to get your claim paid.

Misty2

I purchased holiday insurance from Holidaysafe and have had to claim for cancellation as I broke my ankle 3 weeks before we were due to fly. I have submitted a claim, but have tried desperately to find a way of Holidaysafe even confirming receipt on my paperwork let alone processing the claim.
I finally spoke to a customer service rep - after numerous tries - only to be told that there is no sign of my paperwork, but he was 'sure it has been received'. He couldn't tell me any more apparently, luckily I had got my Royal mail signed for receipt so know where & when it was received.
Holidaysafe have had my paperwork for 11 working days, and bearing in mind their website promises a 15/20 turnaround for claims - (it as initially 10-15 but now gone up) they have 9 maximum left to sort it.
We re-booked our flights and had to put the cost on the credit card thinking it was coming back within 20 days. We should be so lucky.
A response of receipt would be a good way to start, but they are really hard to get hold of someone to talk to - 2 emails & no response.
I won't purchase from Holidaysafe again.

Holidaysafe_Representative

Hi Misty2,

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

I am so sorry that you've had problems contacting our appointed claims team; Travel Claims Facilities. They have been extremely busy over the past few months, but I can assure you this is not the standard of service we strive to provide at Holidaysafe.

If you could send me your details to holidaysafe@infinityinsurance.co.uk, I will personally chase them up for you.

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

Kind regards,

Amber

MiCo_2

I bought a policy from HolidaySafe in March, actually the third successive one from them in as many years, but the first one I have had to make a claim on. It’s only at this stage that you see the “value” of an insurance policy and the company behind it.

I missed my outbound flight due to a London Underground service disruption. On speaking to the airline I was told that the ticket was non-transferable and non-refundable and furthermore that the return flight part of my ticket would be automatically cancelled as I was classified as a “no-show passenger.” However my policy covered a missed departure due to public transport delay (as confirmed in writing by TfL) so I purchased the cheapest available replacement ticket and on my return submitted a claim. After a 4 month delay and several follow up letters, HolidaySafe eventually offered a settlement of half the cost of the replacement ticket on the basis that the “policy can only consider alternative transport to get you to your trip destination.” I explained that the replacement return ticket price was in fact over £100 cheaper than a single would have been, and that it was impossible to have bought any kind of ticket for the amount they offered as compensation. To date no response, so presumably another 4 months wait for a reply.

On the basis of my experience I really think MoneySavingExpert shouldn’t be promoting this company as a best buy. A belief confirmed on reading the experiences of others in this forum. I only wish I had read it before purchasing the policy in the first place.

Holidaysafe_Representative

Hi MiCo,

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

I am so sorry to hear about the issues with your trip, and that you were dissatisfied with the outcome of your claim.

I think the best next step would be for you to contact the complaints team directly. They can take a look at your case and review the assessor's decision for you. Their email address is complaints@tif-plc.co.uk.

Once again I am so sorry for any and all inconvenience caused, but hopefully the complaints team will be able to get this resolved for you.

Kind regards,

Amber

dacouch

MiCo wrote: »

I bought a policy from HolidaySafe in March, actually the third successive one from them in as many years, but the first one I have had to make a claim on. It’s only at this stage that you see the “value” of an insurance policy and the company behind it.

I missed my outbound flight due to a London Underground service disruption. On speaking to the airline I was told that the ticket was non-transferable and non-refundable and furthermore that the return flight part of my ticket would be automatically cancelled as I was classified as a “no-show passenger.” However my policy covered a missed departure due to public transport delay (as confirmed in writing by TfL) so I purchased the cheapest available replacement ticket and on my return submitted a claim. After a 4 month delay and several follow up letters, HolidaySafe eventually offered a settlement of half the cost of the replacement ticket on the basis that the “policy can only consider alternative transport to get you to your trip destination.” I explained that the replacement return ticket price was in fact over £100 cheaper than a single would have been, and that it was impossible to have bought any kind of ticket for the amount they offered as compensation. To date no response, so presumably another 4 months wait for a reply.

On the basis of my experience I really think MoneySavingExpert shouldn’t be promoting this company as a best buy. A belief confirmed on reading the experiences of others in this forum. I only wish I had read it before purchasing the policy in the first place.

If they do not resolve your complaint to your satusfaction, you can make a complaint to the Ombudsman. The Ombudsman is very much on the consumers side and looks at what's fair.

If you can provide evidence that the return ticket was cheaper than a single ticket, the Ombudsman is very likely to rule in your favour and award you the full amount.

As Holidaysafe took so long to resolve your claim, there is a very good chance the Ombudsman will award you a small amount of compensation for the delay they caused. I would guess it would be around the amount of your policy excess.

The Ombudsman is free for you to use, but they are likely to charge Holiday Safe about £500 to handle the complaint whether Holiday Safe win or lose. The £500 cost to them, tends to influence Insurers decisions...

Maximum_Saving

I hope that HolidaySafe change their mind. I have holiday travel insurance policy through Holiday Safe because they cover my disabled son. Many other travel insurance companies would not cover my disabled son.

MiCo_2

Thanks dacouch and Maximum Saving for your comments.

I've had an acknowledgement from the complaints department. I'll wait to see the actual response to the complaint, but won't hesitate going to the ombudsman if there's not a satisfactory response - and I won't be waiting another 4 months either !

PS Buyer beware Maximum Saving, as the title says "HolidaySafe - great until you make a claim"