FIrst Assist Travel Insurance very poor service

frostyh2003

Hi All,

Some general advice needed here.

I have recently made a claim to my bank on my travel insurance. At first all was well and I sent the documents to First Assist. After about 2 weeks I was called to tell me I would be paid and the money would be in my account within 5 working days.

I waited a week and the money hadn't gone in so I called them back and they told me that the claim hadn't been settled yet and the person I spoke to was in the wrong department and so he was not allowed to process the claim. The claim has been sent to another department but I have been waiting a further 3 weeks now and they still don't know what is going on at their end. The other department is not getting back to the first department to tell them whether they have received my claim.

I have asked for an email address to send a complaint to and they have told me that they have already raised a complaint so I cannot raise a complaint.

Does anybody know where I should send a complaint to. 2 weeks ago I emailed [EMAIL="customerrelations.plymouth@firstassistinsurance.co.uk"]customerrelations.plymouth@firstassistinsurance.co.uk[/EMAIL] and Cigna their parent company but neither have replied.

Where do I stand they have told me I am going to get paid and then tell me that they still haven't decided?

dacouch

Try tweeting Cigna, companies tend to move very quickly when problems are aired on social media.

Keep your tweet polite but make it clear you're experiencing problems

https://twitter.com/cigna

frostyh2003

Okay,

Thanks for that. I phoned them again today and they said they still cant get in contact with the correct department. I need to call back in a few days.

I will wait and see

Phil_Swan

They have a customer service inbox at askcigna@cignainsurance.co.uk on their website, have you tried emailing them with your reference number to see if they can help?

InsideInsurance

What does your policybook say about complaints? It should give the formal method of raising a complaint

frostyh2003

Okay just to update. Spoke to them again today.

They still haven't had any response from the insurance company.

I have emailed cigna at least 2 weeks ago and I have had no reply from them.

They have advised me to wait a further week.

In regards to a complaint they have raised 2 complaints now and they have seen no response to these either.

I will wait a few more days and try again.