Travel Insurance - Do NOT use Leisure Guard!!

Leisure_Guard

coronalsection said:

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. 

Your welcome. Many thanks for your patience in this matter.

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

Good Morning Elise
We have spoken to Allianz Assistance and they have advised that they emailed you asking you to contact their Customer Support team as per their last communication with them.

 Please contact the claims dept as per the details on your policy cert and they will be able to advise.

Regards

Leisure Guard

Cheesewright

Leisure_Guard said:

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.

I eventually managed to go through the online claims procedure (run by Allianz Global Assistance) and have received a reply.
Apparently, my policy does not cover "claims arising from prohibitive regulations by the government of any country" and they have turned down my claim, accordingly. 
I am not exactly sure what that means but they seem to be interpreting it as meaning that I am not covered for being denied entry by the Italian government because of Covid-19.
Is this your interpretation?

Leisure_Guard

Cheesewright said:

Leisure_Guard said:

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.

I eventually managed to go through the online claims procedure (run by Allianz Global Assistance) and have received a reply.
Apparently, my policy does not cover "claims arising from prohibitive regulations by the government of any country" and they have turned down my claim, accordingly. 
I am not exactly sure what that means but they seem to be interpreting it as meaning that I am not covered for being denied entry by the Italian government because of Covid-19.
Is this your interpretation?

Unfortunately I do not know the full details of the claim. I would need to speak with the claims handler and look into it.

fossman

Jet2 have moved our holiday so we are now travelling 4 days earlier than before so I contacted Leisure Guard to amend the travel dates on our policy which we purchased on 3rd March 2020.

I have received the new documents with the updated dates showing but the email states that policies issued after 13th March 2020 do not cover anything COVID related.

The issue date on the policy document is now showing as 6th August 2020 so are we now not covered for COVID related claims?

I think this very important point should have been mentioned during the call today so I will be contacting Leisure Guard tomorrow to cancel the policy.

Leisure_Guard

fossman said:

Jet2 have moved our holiday so we are now travelling 4 days earlier than before so I contacted Leisure Guard to amend the travel dates on our policy which we purchased on 3rd March 2020.

I have received the new documents with the updated dates showing but the email states that policies issued after 13th March 2020 do not cover anything COVID related.

The issue date on the policy document is now showing as 6th August 2020 so are we now not covered for COVID related claims?

I think this very important point should have been mentioned during the call today so I will be contacting Leisure Guard tomorrow to cancel the policy.

Please can you email me at info@leisureguardsupport.com with your contact details and policy number. I would like to review this. As soon as I receive this I will immediately look into it.
Thank you for raising this.

fossman

Leisure_Guard said:

fossman said:

Jet2 have moved our holiday so we are now travelling 4 days earlier than before so I contacted Leisure Guard to amend the travel dates on our policy which we purchased on 3rd March 2020.

I have received the new documents with the updated dates showing but the email states that policies issued after 13th March 2020 do not cover anything COVID related.

The issue date on the policy document is now showing as 6th August 2020 so are we now not covered for COVID related claims?

I think this very important point should have been mentioned during the call today so I will be contacting Leisure Guard tomorrow to cancel the policy.

Please can you email me at info@leisureguardsupport.com with your contact details and policy number. I would like to review this. As soon as I receive this I will immediately look into it.
Thank you for raising this.

I have sent an email, we travel next Friday (14th August) so need a resolution ASAP as the policy no longer provides the cover we require and originally had before the new policy was issued.

Leisure_Guard

fossman said:

Leisure_Guard said:

fossman said:

Jet2 have moved our holiday so we are now travelling 4 days earlier than before so I contacted Leisure Guard to amend the travel dates on our policy which we purchased on 3rd March 2020.

I have received the new documents with the updated dates showing but the email states that policies issued after 13th March 2020 do not cover anything COVID related.

The issue date on the policy document is now showing as 6th August 2020 so are we now not covered for COVID related claims?

I think this very important point should have been mentioned during the call today so I will be contacting Leisure Guard tomorrow to cancel the policy.

Please can you email me at info@leisureguardsupport.com with your contact details and policy number. I would like to review this. As soon as I receive this I will immediately look into it.
Thank you for raising this.

I have sent an email, we travel next Friday (14th August) so need a resolution ASAP as the policy no longer provides the cover we require and originally had before the new policy was issued.

Thank you and I’ve received this. I will arrange someone to contact you tomorrow.

eamullis

Leisure_Guard said:

eamullis said:

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

Good Morning Elise
We have spoken to Allianz Assistance and they have advised that they emailed you asking you to contact their Customer Support team as per their last communication with them.

 Please contact the claims dept as per the details on your policy cert and they will be able to advise.

Regards

Leisure Guard

hello @Leis@Leisure_Guard
I don't know who you have been speaking to but I have had no email in the last 6 weeks from LeisureGuard. the last correspondence was on 30th June as follows:

30 Jun 2020

Dear Miss Allthorpe-Mullis,

 

Re: Travel Insurance Claim CN650xxx

 

Thank you for your recent correspondence and have noted the comments raised therein.

 

I've noted that you have been provided with incorrect advice by Leisureguard in relation to your policy coverage. As claims handlers we have to abide by the policy terms and conditions as outlined within your insurance policy wording.

 

As previously advised, unfortunately your insurance policy does not extend to provide cover for curtailment as a result of the Foreign and Commonwealth Office advice, due to the COVID 19 pandemic. Please may I refer to your insurance policy wording under the Curtailment Section which details the circumstances covered for curtailment which states:

 

‘CANCELLATION OR CURTAILMENT OF YOUR TRIP

We will pay you up to the amount shown in the summary of cover for the unused portion of your travel and accommodation costs that you have paid or contracted to pay and you suffer a financial loss because you cannot get a full refund if you cancel before the start of your trip or cut your trip short and return home early during the period of insurance because of the following:

1. the death, bodily injury, illness or being subject to quarantine of you, a close relative or any person you have arranged to travel or stay with during your trip; or

2. you being called for jury service or as a witness in a court of law (but not as an expert witness or where your employment would normally require you to attend court); or

3. your redundancy, provided that you were working at your current place of employment for a minimum of 2 continuous years and that you were not aware of any impending redundancy at the time this policy was issued or the trip was booked; or

4. your home being made uninhabitable due to accidental damage, burglary, flooding or fire;

5. the police requesting your presence following burglary or attempted burglary at your home; or

6. your passport, or the passport of any person you were intending to travel with, being stolen during the 7 days before the start date of your booked trip; or

7. you, or any person you intended to travel with, who is a member of the Armed Forces, emergency services, the nursing profession or a government employee being ordered to return to duty.’

 

In the circumstances, I am unfortunately unable to alter my previous decision in respect of your claim.

 

Whilst I appreciate you may be disappointed with this response, I hope my explanation has been helpful. If, however, you remain dissatisfied with the outcome of your claim, please note the following complaints procedure as indicated within your policy document.

 

In the first instance you should contact the Customer Support department. This can be done by writing to: Customer Support, Allianz Global Assistance, 102 George Street, Croydon CR9 6HD; by telephoning 020 8603 9853; or by emailing customersupport@allianz-assistance.co.uk

 

I am sorry my response could not have been more favourable but please do not hesitate to contact us should you have any further queries.

 

Yours sincerely,

As you can see, they are not honouring the commitment to cover me, and they are disagreeing with both yourself, and the person I spoke to over Leisureguard chat, who said I am covered. Your response to contact customer service on my policy is unhelpful as this is the first thing I did back in March, and it so far has got me nowhere. I am beginning to doubt whether you can help me at all and we have been messaging for a few weeks with no progress. Can you please message me directly so we can get this sorted out?

Regards,

Elise

Leisure_Guard

eamullis said:

Leisure_Guard said:

eamullis said:

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

Good Morning Elise
We have spoken to Allianz Assistance and they have advised that they emailed you asking you to contact their Customer Support team as per their last communication with them.

 Please contact the claims dept as per the details on your policy cert and they will be able to advise.

Regards

Leisure Guard

hello @Leis@Leisure_Guard
I don't know who you have been speaking to but I have had no email in the last 6 weeks from LeisureGuard. the last correspondence was on 30th June as follows:

30 Jun 2020

Dear Miss Allthorpe-Mullis,

 

Re: Travel Insurance Claim CN650xxx

 

Thank you for your recent correspondence and have noted the comments raised therein.

 

I've noted that you have been provided with incorrect advice by Leisureguard in relation to your policy coverage. As claims handlers we have to abide by the policy terms and conditions as outlined within your insurance policy wording.

 

As previously advised, unfortunately your insurance policy does not extend to provide cover for curtailment as a result of the Foreign and Commonwealth Office advice, due to the COVID 19 pandemic. Please may I refer to your insurance policy wording under the Curtailment Section which details the circumstances covered for curtailment which states:

 

‘CANCELLATION OR CURTAILMENT OF YOUR TRIP

We will pay you up to the amount shown in the summary of cover for the unused portion of your travel and accommodation costs that you have paid or contracted to pay and you suffer a financial loss because you cannot get a full refund if you cancel before the start of your trip or cut your trip short and return home early during the period of insurance because of the following:

1. the death, bodily injury, illness or being subject to quarantine of you, a close relative or any person you have arranged to travel or stay with during your trip; or

2. you being called for jury service or as a witness in a court of law (but not as an expert witness or where your employment would normally require you to attend court); or

3. your redundancy, provided that you were working at your current place of employment for a minimum of 2 continuous years and that you were not aware of any impending redundancy at the time this policy was issued or the trip was booked; or

4. your home being made uninhabitable due to accidental damage, burglary, flooding or fire;

5. the police requesting your presence following burglary or attempted burglary at your home; or

6. your passport, or the passport of any person you were intending to travel with, being stolen during the 7 days before the start date of your booked trip; or

7. you, or any person you intended to travel with, who is a member of the Armed Forces, emergency services, the nursing profession or a government employee being ordered to return to duty.’

 

In the circumstances, I am unfortunately unable to alter my previous decision in respect of your claim.

 

Whilst I appreciate you may be disappointed with this response, I hope my explanation has been helpful. If, however, you remain dissatisfied with the outcome of your claim, please note the following complaints procedure as indicated within your policy document.

 

In the first instance you should contact the Customer Support department. This can be done by writing to: Customer Support, Allianz Global Assistance, 102 George Street, Croydon CR9 6HD; by telephoning 020 8603 9853; or by emailing customersupport@allianz-assistance.co.uk

 

I am sorry my response could not have been more favourable but please do not hesitate to contact us should you have any further queries.

 

Yours sincerely,

As you can see, they are not honouring the commitment to cover me, and they are disagreeing with both yourself, and the person I spoke to over Leisureguard chat, who said I am covered. Your response to contact customer service on my policy is unhelpful as this is the first thing I did back in March, and it so far has got me nowhere. I am beginning to doubt whether you can help me at all and we have been messaging for a few weeks with no progress. Can you please message me directly so we can get this sorted out?

Regards,

Elise

Hi Elise

Thank you for letting me know. I have just come off the phone with the Insurer and they have assured me that the head of claims is looking into this as we speak . I can tell you we have had a few instances on this matter and can assure you that someone will come back to on this.