HolidaySafe Travel Insurance - Your Feedback

dacouch

colinsatchell wrote: »

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.

Did you book any holidays at this time eg between March and when you notified them of the condition?

The reason I ask is that if you had, they would normally have to either honour the cover for the holiday or pay your costs in cancelling the holiday.

If you give us more information, we may be able to help you

annekerr

i had purchased insurance for myself and my husband for the full year as we had a few holidays booked, mid September this year my father was admitted to hospital with a suspected stroke(previous stroke in 2014 fully recovered) he was getting progressively worse and doctors said no evidence on scans of a stroke, eventually a neurologist who had specialised in Creutzfeldt-Jakob disease (CJD) confirmed that my father was suffering from the sporadic form, he was very honest with us and told us that there was no cure or treatment and that he had approximately 2 weeks left to live, we were devastated, it was at this point (12 days before we were due to go on holiday that we cancelled) we obviously wanted to spend as much time with my father as we possibly could. Sent away all the required documentation stating all of the above. My father passed away on the 22nd of oct. I received an email on the 24th of November stating that as holiday was cancelled due to a pre existing condition (stroke) we were not covered even though I had explained that he had cjd. I phoned was on hold for 25 mins before being put through to Robin who I explained everything to, he said he would go and speak to assessor who was dealing with my claim, came back and said still not covered, at this point I admit I lost it abit shouting that my father had died of cjd not a stroke and was then asked if I had any proof!!! Death certificate sent recorded post stating cjd along with a cover letter, now with the complaints department. I am absolutely disgusted with how this has been handled, my father dying was stressful enough and this has only added to it, they are a completely heartless company, if this doesn't put people off using them I don't know what would!

dacouch

What does the death certificate give the cause of death as?

Holidaysafe_Representative

Dear annekerr,

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

I am so sorry to hear of your father's passing, and I send my sincere condolences to you and your family.

Without knowing the full details of your claim it is difficult for me to comment, so if you could email your URV claim number to Holidaysafe@infinityinsurance.co.uk I can speak to the complaints on your behalf and get an update for you.

Kind regards,

Amber

annekerr

Hi death certificate says probable CJD, we allowed sample from my dad to be used for research at facilities in Edinburgh and London because its such a rare illness so they will be able to confirm this.

dacouch

If he was not admitted to hospital for a stroke then you will be covered

annekerr

annekerr wrote: »

Hi death certificate says probable CJD, we allowed sample from my dad to be used for research at facilities in Edinburgh and London because its such a rare illness so they will be able to confirm this.

Have now emailed Amber so lets see what happens

dacouch

Don't be afraid to come back here for advice if Amber does not get your claim paid.

Have a read of these articles by the Ombudsman

http://www.financial-ombudsman.org.uk/publications/technical_notes/medical-conditions.htm

http://www.financial-ombudsman.org.uk/publications/Ombudsman-news/105/105-travel-insurance.html

Quentin

dacouch wrote: »

Don't be afraid to come back here for advice if Amber does not get your claim paid.

There is no doubt they were trying it on, and this rejection will be reversed.

The scandal of this shoddy outfit is the number of their clients that must have suffered at the hands of the likes of Robin at Holidaysafe and not gone public, but accepted their fate!

There's a reason why they are cheap.

annekerr

had email from Amber saying someone will be in touch by the end of the week and received recorded letter from URV AG saying they have acknowledged my complaint then explaining the process. I had looked at articles on ombudsman so I really don't think they have a leg to stand on and I will 100% not let this drop no matter how long it takes!! My dad hated people being conned with their money so that's pushing me on, thanks for your help I really appreciate it.