HolidaySafe Travel Insurance - Your Feedback

Holidaysafe_Representative

Hi poggersthegreat,

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

I am so sorry to hear about your daughter's accident, and can only sincerely apologise for your experience with our appointed assistance team.

This is not the level of service we strive to provide at Holidaysafe, so I would like to investigate your case as a matter of urgency. I will also ensure your claim is passed to a Manager and fast tracked where possible.

To allow me to do this, can you please email the details of your daughter's policy (policy number, surname, date of birth and postcode) to Holidaysafe@tifgroup.co.uk and I will personally look into this.

Once again I am very sorry for any inconvenience caused.

Kind regards,

Amber

EpsilonVaz

I wish I had read this thread before I had bought travel insurance from InsuraTrip.

I have been waiting a long time after sending out all my documents. I have tried calling, no one ever picks up the phone. They don't respond to emails.

How a company like this hasn't been shut down by the regulator I have no idea!

Quentin

EpsilonVaz wrote: »

I wish I had read this thread before I had bought travel insurance from InsuraTrip.

I have been waiting a long time after sending out all my documents. I have tried calling, no one ever picks up the phone. They don't respond to emails.

How a company like this hasn't been shut down by the regulator I have no idea!

What have you seen in this thread that makes you wish you read it before buying from a company who have disappointed you??

Surely you wouldn't have wanted to buy from holiday safe instead after reading reviews and feedback here?

mufi

I'm reading this month's edition of Which? Mag; According to page 8 of their magazine, Holidaysafe is a Which? recommended provider:eek:.

Rodger_Du_Good

How Money Saving Expert or Which recommend this company is beyond me. Just got back from holiday in Menorca, wife fell ill I was told at a medical centre, Holiday safe won't par for a private medical centre, nearest one I estate /local 25 miles away sp paid out 95 euros plus prescriptions had a E11 card with us, how does that work wife or family member falls ill you have to phone them so they tell you where to go, I have just spent the last 2 days trying to get hold of there customer services dept, no one answers so heaven help you if you fall I'll on holiday. People say you only find out how good your insurance is when you claim, we'll make other arrangements because this company are terrible , think is I have recommended them to friends because of recommendation from this site, please make other arrangements before its to late.

Rodger Du Good

Holidaysafe_Representative

Hi Rodger Du Good,

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

Firstly, I am really sorry to hear that your wife fell ill abroad, and I hope she is recovering well.

I am also sorry to hear you are dissatisfied with the outcome of your claim. Our travel insurance does not provide cover for the cost of private medical treatment unless it has been approved by our 24 hour emergency assistance service. This condition is standard across the majority of travel insurance providers.

In the event of a medical emergency, we ask that all customers to contact us as soon as possible so we can assist and log the claim. The team can then ensure you get the best treatment, either at the private facility or help you to move to a more appropriate public facility. I do not know the full details of your case, but if you did not contact the assistance team, then this could explain the decision.

Within our policy wordings we have two pages dedicated to 'what to do in a medical emergency', which explains the process in detail. We also have information available on our website.

Furthermore, I would like to highlight that our dedicated emergency medical assistance team has a separate phone number to our customer service team, which is available 24/7 to offer information and assistance. Information on contacting this department would have been included on your purchase email, within the attached documentation and pre-travel information email.

Once again, I am sorry you're dissatisfied. If you haven't already, you can email complaints@tifgroup.co.uk and they will log a formal complaint for you and review the outcome on your case.

Kind regards,

Amber

To clarify the above, our Customer Service team is a separate department to our Emergency Assistance team. They have separate numbers to ensure emergency cases can speak to someone 24/7. Unfortunately, a call to our Customer Service team may mean longer hold times during peak periods, as many customers use this number to obtain quotes and upgrade their policies.

dacouch

Holidaysafe_Representative wrote: »

Hi Rodger Du Good,

T

I am also sorry to hear you are dissatisfied with the outcome of your claim. Our travel insurance does not provide cover for the cost of private medical treatment unless it has been approved by our 24 hour emergency assistance service. This condition is standard across the majority of travel insurance providers.



Amber

It is not standard across the majority of Insurers.

Most of the decent Insurers ask that where reasonably possible you try to use the non private or reciprocal health providers.

Here is Direct Line's relevant wording (Used as they're the MSE go to for quoting a decent standard Insurers wording)

"You must try to get any necessary emergency
medical treatment in a facility that accepts
the reciprocal health agreement (such as
the EHIC) where possible. Our emergency
assistance service will advise you on this"

There are many medical emergencies where it is not possible to obtain pre approval from your Travel Insurer before rushing to hospital

P.S You did not address the posters statement that he had tried contacting your customer services department for the last two days without getting through. I would have thought this is something you would want to address...

Quentin

Holidaysafe_Representative wrote: »

Customer Service team is a separate department to our Emergency Assistance team. They have separate numbers to ensure emergency cases can speak to someone 24/7. Unfortunately, a call to our Customer Service team may mean longer hold times during peak periods, as many customers use this number to obtain quotes and upgrade their policies.

Pointless you having a long recorded "humorous" preamble (approx. 3 mins) to greet people ringing your "customer services" (which really seems to be a sales line for quotes)and not making it clear that it's the wrong number if you are ringing with an emergency or claim issue. (Though it does explain why customers don't get any private health cover, and claims it's nothing to do with you "penny pinching"???)


Should be the first message people hear!!

Rodger_Du_Good

As I said couldn't raise you staff over 2 days so whats the chance of raising your staff when you have a problem on holiday. As previous writer states your attempts at humour on your customer services leaves an awful lot to be desired and says an awful lot about the contempt your company holds for its customers. Looking at the constant stream of complaints about your company says it all, to such a point when a company has to have a member of staff constantly looking at website for bad reports about them. Money saving expert and Which have certainly gone down in my estimation, recommending a company of your standing, heaven help us all.

Superscrooge

Suffered a nasty leg injury whilst abroad which required 12 stitches and resulted in a hefty medical bill.
Contacted HolidaySafe on my return home and submitted the paperwork requested.
15 days later the claim was settled and money paid direct into my bank account. - Very good service!

Meanwhile still waiting for KLM to refund me for the 9 hour flight delay last December!!