Travel Insurance - Do NOT use Leisure Guard!!

zurcnosa

Hi @Leisure_Guard,
Hoping you can help.
I am having difficulty getting a response from Leisure Guard. I bought Travel Insurance in February. Both the holiday and travel insurance was bought before governments started advising not to travel to countries.
Policy number: LGA16370719.
I have been having a nightmare trying to get a full refund from Aeroflot. My flight to Tokyo was booked via GotoGate. Who say refunds have to come via Aeroflot. They either don't reply, or email me a template offering a voucher.
Flight was meant to be: 29th May to 8th June. Which was cancelled.
I also haven't had a reply from the email address below. As the email from yourselves advises to do. Also their online form says my post code is invalid!

travel.claims@allianz-assistance.co.uk

Not sure what Allianz-Assistance have to do with Leisure Guard?

Leisure_Guard

zurcnosa said:

Hi @Leisure_Guard,
Hoping you can help.
I am having difficulty getting a response from Leisure Guard. I bought Travel Insurance in February. Both the holiday and travel insurance was bought before governments started advising not to travel to countries.
Policy number: LGA16370719.
I have been having a nightmare trying to get a full refund from Aeroflot. My flight to Tokyo was booked via GotoGate. Who say refunds have to come via Aeroflot. They either don't reply, or email me a template offering a voucher.
Flight was meant to be: 29th May to 8th June. Which was cancelled.
I also haven't had a reply from the email address below. As the email from yourselves advises to do. Also their online form says my post code is invalid!

travel.claims@allianz-assistance.co.uk

Not sure what Allianz-Assistance have to do with Leisure Guard?

Good evening.
Thank you for your message. Allianz Assistance are the claims handler.
I have passed your details on and will arrange for someone to contact you in order to assist you. 

JonHeath1980

Leisure_Guard said:

Leisure_Guard said:

JonHeath1980 said:

Hi @Leisure_Guard
I've not heard anything back yet. Just to let you know I have now created a claim online, as the Allianz agent batted back my attempt to do that on the phone last week. The claim ref is CN657687.

Could you also answer my question above please and confirm that the table I linked to on the MSE site is accurate for Leisure Guard cover for "If the FCO advises against travel after I've bought the policy, can I get travel/accommodation costs back?"

Thanks
Jon

Thank you Jon for your follow up. I have passed this to the Claims Dept Head and he will look into this and advise. 

The information we provide on our website and to MSE is information provided from the insurer.

My colleague advises they emailed a response to you on Friday Jon. It is being resent again today for you.

Thank you. I have received it today and will reply in due course.

Cheesewright

I am also having problems making a claim on Leisure Guard.  Their website claims form says my Policy Number is invalid (it is the one they gave me!). Their telephone support just hangs up when I state that I took out my insurance between last September and March. My emails are ignored. What sort of company is this?

Leisure_Guard

Cheesewright said:

I am also having problems making a claim on Leisure Guard.  Their website claims form says my Policy Number is invalid (it is the one they gave me!). Their telephone support just hangs up when I state that I took out my insurance between last September and March. My emails are ignored. What sort of company is this?

Thank you for your message.
Unfortunately we are receiving an unprecedented amount of calls and emails since Covid and further more since the news on Spain. Our phone lines are at full capacity due to the number of people calling which is why you are finding the drop out and we have a large backlog of emails from customers which we are making our way through. I can only apologise but unfortunately something out of our control. What I can do is ask you to email info@leisureguardsupport.com with your claim request along with your contact details, policy number and mention you messaged on the MSE forum. We will pick this up and investigate. Someone will be in contact with you to progress.
Thank you for your patience.

eamullis

Leisure_Guard said:

eamullis said:

Leisure_Guard said:

eamullis said:

Hi @Leisure_Guard
I haven't heard anything from yourself or Allianz about my claim (CN6508XX, policy number LGA164033XX), is there any news? Thanks

I will chase up the claims handler now for you.

Hello @Leisure_Guard
I'm afraid I've still no word on this from Allianz, and now I have an email from LeisureGuard@Rockinsurance.com saying they do not act as a claims handler, and therefore can't help. There are so many different parties involved it's very confusing and I can't get any help from any of them! Please can you chase this up and contact me directly via email so some progress can be made? If you message me direct and I will give you my email address.
Many Thanks

I have chased this up with my contact who looks after claims handling for you this morning. They will be in touch directly but please let me know if you have not heard anything back in the next few days.

Hi  @Leisure_Guard
It has been 10 days since you chased them and unfortunately there is still no word from your contact handling my claim. Can you contact me directly about this?
Thank  you,
Elise

Leisure_Guard

eamullis said:

Leisure_Guard said:

eamullis said:

Leisure_Guard said:

eamullis said:

Hi @Leisure_Guard
I haven't heard anything from yourself or Allianz about my claim (CN6508XX, policy number LGA164033XX), is there any news? Thanks

I will chase up the claims handler now for you.

Hello @Leisure_Guard
I'm afraid I've still no word on this from Allianz, and now I have an email from LeisureGuard@Rockinsurance.com saying they do not act as a claims handler, and therefore can't help. There are so many different parties involved it's very confusing and I can't get any help from any of them! Please can you chase this up and contact me directly via email so some progress can be made? If you message me direct and I will give you my email address.
Many Thanks

I have chased this up with my contact who looks after claims handling for you this morning. They will be in touch directly but please let me know if you have not heard anything back in the next few days.

Hi  @Leisure_Guard
It has been 10 days since you chased them and unfortunately there is still no word from your contact handling my claim. Can you contact me directly about this?
Thank  you,
Elise

Hi Elise

I am sorry to hear you have not heard back from Allianz Assistance. I was advised they were contacting you on the 24th July in relation to your claim. I have chased Allianz Assistance again and requested they address this as soon as feasibly possible. Please as a matter of importance checking your junk / spam folders aswell.
Thank you for your patience.

coronalsection

Leisure_Guard said:

coronalsection said:

Leisure_Guard said:

coronalsection said:

Leisure_Guard said:

coronalsection said:

Leisure_Guard said:

Thank you for your comment.
Please kindly email your enquiry to info@leisureguardsupport.com and I will have this investigated. In terms of refunds, as per other comments we are experiencing unprecedented high volume of calls and emails and I can assure we will get to every email and we ask that everyone please bear with us in these unprecedented times.

Hi, I'm in exactly the same position as many LeisureGuard customers on this thread, with Allianz twice refusing a perfectly valid claim on a policy (ref LGA1638XXXX, initials JS) purchased on 29 February 2020 for a holiday in April 2020 which had to be cancelled because of the Foreign Office advice. Based on the helpful advice on this thread, I emailed info@leisureguardsupport.com on 13 May requesting that you reconsider my claim (ref CN6530XX). I appreciate it will take time to investigate my case, but could you please confirm you have received my email and it is being reviewed?

Many thanks.

Thank you for your note. I have located your email on the 13th May and have issued to a senior manager at Allianz Assistance for clarification and to respond.
Thank you for bringing this to our attention.

Hi Leisure_Guard,

I have still not received a reply to my email of 13th May relating to my claim (policy ref LGA16386XXX, claim ref CN6530XX, customer initials JS). I did get an email from Iain McLean relating to another customer's claim. I immediately replied pointing out his error, and have heard nothing since. Could you please chase it for me?  Thank you!

Thank you for your note. Apologies you have not heard back. I will raise with Iain and ensure you get communicated with on Monday.
Apologies again for the inconvenience.
Have a lovely weekend.

Hi Leisure_Guard,

After you kindly raised the matter of my claim last month, I did hear back and was asked to complete a whole new set of claim forms (despite filing my original claim using the online claim system back in April).  The new claim forms with supporting documentation were emailed back 3 weeks ago, since when there has been no response.  I'd be very grateful if you would chase this again with the claims handler (policy ref LGA16386XXX, claim ref CN6530XX, customer initials JS).  Many thanks.

Thank you for letting me know. I have chased the claims handler this morning for you and asked them to respond directly.

Hi Leisure_Guard,
I still haven’t heard from anyone since you chased two weeks ago. Could you please chase again?  I appreciate things are busy but it’s now over 4 months since I submitted my very simple claim. I’m really trying hard to remain patient. Thank you. 

Leisure_Guard

Thank you for updating us.
Apologies that you are still awaiting a response. I will chase the claims handler now but I know since the announcement on Spain calls and emails have increased even more so.
Thank you for your patience.

coronalsection

Leisure_Guard said:

Thank you for updating us.
Apologies that you are still awaiting a response. I will chase the claims handler now but I know since the announcement on Spain calls and emails have increased even more so.
Thank you for your patience.

Thank you, Leisure_Guard, I have now received a response. Very grateful for your help in progressing consideration of our claim.