StaySure Holiday Insurance Demand extra premium

Chriskim

I'm going to France and Belgium on Friday for a week and took out insurance with StaySure. They rang me today and said that Google Chrome browser has a fault and people applying online were sold policies for UK cover only even though they filled in that they were going abroad. They were very apologetic but said if I wanted to complain I would have to take it up with Google and if I wanted cover I had to pay another £18. I did so because it was still cheaper than other quotes.
How do i find out if it really is Google Chrome's fault or whether the Staysure website was faulty?

stator

It's 100% not Google Chrome's fault.

It may be a fault with Staysure's website that only happens when people use Google Chrome, but if it is then it's their fault for having a crappy website that is badly programmed.

Personally I would have refused and demanded a full refund out of principle, even if it meant spending more elsewhere.

TSx

I'd go back to them and tell them you want to make a complaint to them - they've certainly mis-advised if they've told you you need to go to Google to complain - as a regulated financial company, you can complain to them and then escalate your complaint to the Financial Ombudsman - and I would certainly encourage you to do so as it will cost £550 for Staysure and nothing for you - but you do need to complain to StaySure first to give them a chance to resolve.

As above, the fact they have made a mistake in programming their website is not your problem!

InsideInsurance

Its priced as UK only but has your policy etc come through as UK only or full European cover?

As others have said, they've a poorly coded site that isnt working properly with Chrome. No web browser is 100% compatible with the "standards" and so all websites have to be tested on all the common browsers. If you detect you have an issue you either need to fix it or block people with that browser from transacting on the site.

If you've actually received a European policy then complain and demand the £18 extra payment be refunded. You were offered a price and agreed it so the contract is formed and they cannot come back later to demand more (and the FOS would take a dim view if they cancelled it on you).

Quentin

Just because you agreed to pay their demand to ensure you were covered does not stop you complaining about this and asking for a refund, and escalating to the FOS if their reply is unsatisfactory.


As already advised, this is not your problem, nor Google's!