HolidaySafe Travel Insurance - Your Feedback

dacouch

MiCo wrote: »

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"

They have upto eight weeks to answer your complaint, if you're not happy you can then go to the Ombudsman.

You must allow them the eight weeks to respond to your complaint, although I suspect they will answer earlier than that.

gbzrjy

Great price but beware if you have ro make a claim- this company seem to have outsourced this process which as usual mean a poor service fornthe customer.
We took out cover for our recent trip to disneyland paris where we were without one of our suitcases fornthe entire 4 days. I submitted a claim within a week of our return ensuring all required documentation was sent. After 2 weeks I received an email saying it had been passed to their claims team and I would receive a response within 18-20 working days which I did not. After several attempts to contact via email and phone, I was told there was an administrative error and my file had not been marked for processing but that it was now being dealt with. It is now over 2 months since I submitted my claim and I have today been asked to send written confirmation from my airline to confirm the length of time my suitcase was missing ! Why didn't they ask this to be sent when I submitted the claim ??? Thank God I didnt'tbhave to use them for a medical emergency.
I am going to mexico next week and would rather pay double to a reputable company than use this company again.

Holidaysafe_Representative

Hi gbzrjy,

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

Firstly I would like to sincerely apologise for the experience you've had with our appointed claims team; Travel Claims Facilities (TCF).

I completely understand your frustration, and, although TCF have been extremely busy over the peak travel season, this is not the standard of service of service we strive to provide at Holidaysafe.

If you can send your details to holidaysafe@infinityinsurance.co.uk, I will personally chase the claims team for you, and raise your comments with the claims manager.

Once again I am very sorry for any and all inconvenience caused, but I will endeavour to get this sorted for you ASAP.

Kind regards,

Amber

MiCo_2

The saga continues ..... two weeks after following the advice of Amber to submit a complaint to HolidaySafes claim handlers, and receiving an acknowledgement saying "your communication (has been) passed to the complaints department for the insurers of your travel policy" I have today received a further emailed letter stating "the matter has been passed to the complaints department for the insurers" !!

I'm at a loss to decide whether this company is completely inept or deliberately stringing out the claim settlement process - probably both. It seems completely pointless and dishonest, to set out a policy that "any claims response will take 10-15 working days" if all that happens is that the timescale is either ignored or prompts another communication further delaying the response.

My advice do NOT buy a policy from HolidaySafe if you think there is even the slightest chance of needing to make a claim. You'll be sorry.

Holidaysafe_Representative

Hi MiCo,

Once again I am very sorry - can you send your details directly to me via Holidaysafe@infinityinsurance.co.uk so I can investigate this for you?

Amber

dacouch

MiCo wrote: »

The saga continues ..... two weeks after following the advice of Amber to submit a complaint to HolidaySafes claim handlers, and receiving an acknowledgement saying "your communication (has been) passed to the complaints department for the insurers of your travel policy" I have today received a further emailed letter stating "the matter has been passed to the complaints department for the insurers" !!

I'm at a loss to decide whether this company is completely inept or deliberately stringing out the claim settlement process - probably both. It seems completely pointless and dishonest, to set out a policy that "any claims response will take 10-15 working days" if all that happens is that the timescale is either ignored or prompts another communication further delaying the response.

My advice do NOT buy a policy from HolidaySafe if you think there is even the slightest chance of needing to make a claim. You'll be sorry.

Your contract is with Holiday Safe who you paid your premium to, the claims company are just their a subcontractor Holiday Safe have employed.

Your complaint should be sent to the Insurers eg Holiday Safe who are then obliged to properly investigate your Official Complaint.

I'm surprised someone at HS has not used their heads to see you actually saved them money by buying a return ticket and refund you the full amount.

If they're stupid enough to allow this to go to the Ombudsman, they will definitely lose. They may also be pulled up on their handling of yourn Official Complaint it their delay takes your initial complaint submission over the eight weeks limit (For responding to Official Complaints)

AdventureRocks

Took out the premier plus policy which has electrical items on it.

Camera was stolen and was not covered when it came down to it, there policy has so many loop holes and get outs it is not worth the paper it is written on.

Will never ever use again.

Holidaysafe_Representative

Dear AdventureRocks,

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

I'm sorry to hear that your camera was stolen, and that your were dissatisfied by the outcome of your claim. Unfortunately camera equipment is only covered under our optional gadget extension, so if you did not purchase this then we would have been unable to cover your claim.

We do highlight this in our policy wording, but if you would like your claim to be reviewed, you can make an official complaint by emailing complaints@tif-plc.co.uk.

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

Kind regards,

Amber

colinsatchell

Reading these posts confirms my findings with this company.

I took out a policy in March this year. In August I had a heart bypass and I rang them to update my policy. They immediately cancelled my policy and would not insure me. How they are recommended by Which and MSE I do not know. I would never deal with them again.

AdventureRocks

Thanks Amber but to me electrical items is exactly that. Electrical items is very broad and should not be used in my opinion if it doesn't cover all electrical items.

Have emailed will post outcome in thread