Holiday Insurance Claim Rejected

LadyBird77

I took out holiday insurance with Holiday Safe having seen it 'advertised' on this website. You asked for feedback if anyone had made a claim. I recently made a very legitimate claim (package holiday delayed by airline, arrived 24 hours late), only to have it rejected because the flight was not delayed by 12+ hours at the point of departure. I think this is semantics as I was advised by the airline to take an early flight so that I would at least be half way to my final destination, although I would ultimately still arrive 24 hours late at my final destination due to my connecting flight not being available.


Holiday Safe and the company they use to process the claim Travel Claims Facilities, were both very unhelpful and I certainly would not recommend them to anyone.

rs65

The cover isn't much anyway. Are you entitled to compensation from the airline?

Holidaysafe_Representative

Dear LadyBird77,

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

Firstly I would just like to sincerely apologise that you feel dissatisfied with the outcome of your claim, and the customer service you received from Travel Claims Facilities.

I cannot comment on individual claims, however most travel insurance policies calculate travel delay based on the time of departure, and not the time of arrival unfortunately. Therefore if your initial departure had been delayed over 12 hours our Claims Department would have paid you the amount stated on your policy wording.

As your trip was delayed by over three hours, you might be entitled to compensation from the airline. Money Saving Expert have some really great advice on how to claim and what you might be entitled to; http://www.moneysavingexpert.com/travel/flight-delays#whatcounts.

If you would like to formally challenge the outcome of your claim, you can do so by writing to Customer Services Manager, Travel Claims Facilities, PO Box 420, Tonbridge, Kent, TN9 9DE.

If you would like to discuss this further, please feel free to email me directly at Holidaysafe@infinityinsurance.co.uk.

Kind regards,

Amber.