Travel Insurance - Do NOT use Leisure Guard!!

dukeboxer1

I have just tried to start a claim for a trip to Malta, which has been cancelled due to FCO advice, I took out the policy on 12th March, as this site advised that leisure guard would cover FCO advice cancellations. Allianz Assistance have advised me on the phone that I am not covered under the policy, and referred me back to leisure guard, stating that both leisure guard and MSE have given wrong advice. Unable to get hold of anybody at leisure guard to discuss. Would appreciate some clarity on the situation?

Leisure_Guard

dukeboxer1 said:

I have just tried to start a claim for a trip to Malta, which has been cancelled due to FCO advice, I took out the policy on 12th March, as this site advised that leisure guard would cover FCO advice cancellations. Allianz Assistance have advised me on the phone that I am not covered under the policy, and referred me back to leisure guard, stating that both leisure guard and MSE have given wrong advice. Unable to get hold of anybody at leisure guard to discuss. Would appreciate some clarity on the situation?

Thank you for message. I can certainly look into this for you.
Please can you email info@leisureguardsupport.com including your name, address, policy number, claim number along with a copy of your message.
I will then look into this for you.

dukeboxer1

Leisure_Guard said:

dukeboxer1 said:

I have just tried to start a claim for a trip to Malta, which has been cancelled due to FCO advice, I took out the policy on 12th March, as this site advised that leisure guard would cover FCO advice cancellations. Allianz Assistance have advised me on the phone that I am not covered under the policy, and referred me back to leisure guard, stating that both leisure guard and MSE have given wrong advice. Unable to get hold of anybody at leisure guard to discuss. Would appreciate some clarity on the situation?

Thank you for message. I can certainly look into this for you.
Please can you email info@leisureguardsupport.com including your name, address, policy number, claim number along with a copy of your message.
I will then look into this for you.

Will do that now, thanks.

eamullis

Leisure_Guard said:

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.

Hello @Leisure_Guard
It has been another 2 weeks and I still have not heard anything from Allianz. Can someone please contact me directly about this, it has been 6 months and you have assured me several times now that you are speaking to Allianz and someone will get back to me, but this does not happen.
Regards,
Elise

Leisure_Guard

eamullis said:

Leisure_Guard said:

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.

Hello @Leisure_Guard
It has been another 2 weeks and I still have not heard anything from Allianz. Can someone please contact me directly about this, it has been 6 months and you have assured me several times now that you are speaking to Allianz and someone will get back to me, but this does not happen.
Regards,
Elise

We have chased Allianz Assistance many times and finally we had a call yesterday and an email response is coming out to you today with a positive update. 
Apologies but we have been everything we can but unfortunately Allianz Assistance have been very slow to respond.

tdack

Hi @Leisure_Guard, I am in a very similar situation to @eamullis.

I opened a policy with you which was opened on 04/03 and covered me for a single trip from 14/03 to 21/03. This holiday was curtailed due to Coronavirus lockdowns and closures in France, and so I attempted to open a claim with you. This claim was answered by an Allianz member of staff, who said i was not covered. I assumed that I had missed something in the T&C's which meant I was not covered, however reading this thread I now believe I should be. I had replied to this email with a follow up email on the 27th March, and have had no contact from Allianz since then.
Would it be possible for you to review my claim, and try and move this forward with Allianz should I actually be covered? My policy number is ISV15444418 and I've included the Allianz reply below.
Many thanks,

Tom Dack

Dear Mr Dack,

 

Thank you for your e-mail.

 

May I respectfully refer you to your policy under cancellation where you will note it states the following:-

 

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 view of the above, I regret to advise the insurance only provides cover if you are unable to travel due to one of these reasons and unfortunately the insurance does not provide cover for the corona virus situation.

 

I am sorry I could not be of further assistance on this occasion.

 

Yours sincerely,

 

 

Kind regards,

 

Angela

 

Angela Power

Travel Claims Handler

Leisure_Guard

tdack said:

Hi @Leisure_Guard, I am in a very similar situation to @eamullis.

I opened a policy with you which was opened on 04/03 and covered me for a single trip from 14/03 to 21/03. This holiday was curtailed due to Coronavirus lockdowns and closures in France, and so I attempted to open a claim with you. This claim was answered by an Allianz member of staff, who said i was not covered. I assumed that I had missed something in the T&C's which meant I was not covered, however reading this thread I now believe I should be. I had replied to this email with a follow up email on the 27th March, and have had no contact from Allianz since then.
Would it be possible for you to review my claim, and try and move this forward with Allianz should I actually be covered? My policy number is ISV15444418 and I've included the Allianz reply below.
Many thanks,

Tom Dack

Dear Mr Dack,

 

Thank you for your e-mail.

 

May I respectfully refer you to your policy under cancellation where you will note it states the following:-

 

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 view of the above, I regret to advise the insurance only provides cover if you are unable to travel due to one of these reasons and unfortunately the insurance does not provide cover for the corona virus situation.

 

I am sorry I could not be of further assistance on this occasion.

 

Yours sincerely,

 

 

Kind regards,

 

Angela

 

Angela Power

Travel Claims Handler

Thank you for your message and will gladly look into this for you. Firstly the ref number you quote does not look like a LG policy number.
Can I please ask you email to me at info@leisureguardsupport.com with your full name, address, postcode and details in your message so we can look for your details on our system, we can then get this looked into for you.
Thank you  

Leisure_Guard

Leisure_Guard said:

tdack said:

Hi @Leisure_Guard, I am in a very similar situation to @eamullis.

I opened a policy with you which was opened on 04/03 and covered me for a single trip from 14/03 to 21/03. This holiday was curtailed due to Coronavirus lockdowns and closures in France, and so I attempted to open a claim with you. This claim was answered by an Allianz member of staff, who said i was not covered. I assumed that I had missed something in the T&C's which meant I was not covered, however reading this thread I now believe I should be. I had replied to this email with a follow up email on the 27th March, and have had no contact from Allianz since then.
Would it be possible for you to review my claim, and try and move this forward with Allianz should I actually be covered? My policy number is ISV15444418 and I've included the Allianz reply below.
Many thanks,

Tom Dack

Dear Mr Dack,

 

Thank you for your e-mail.

 

May I respectfully refer you to your policy under cancellation where you will note it states the following:-

 

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 view of the above, I regret to advise the insurance only provides cover if you are unable to travel due to one of these reasons and unfortunately the insurance does not provide cover for the corona virus situation.

 

I am sorry I could not be of further assistance on this occasion.

 

Yours sincerely,

 

 

Kind regards,

 

Angela

 

Angela Power

Travel Claims Handler

Thank you for your message and will gladly look into this for you. Firstly the ref number you quote does not look like a LG policy number.
Can I please ask you email to me at info@leisureguardsupport.com with your full name, address, postcode and details in your message so we can look for your details on our system, we can then get this looked into for you.
Thank you  

I have investigated this and Unfortunately this is not a Leisure Guard policy. You need to contact Insurefor who is the Insurer for this policy. 

tdack

Leisure_Guard said:

Leisure_Guard said:

tdack said:

Hi @Leisure_Guard, I am in a very similar situation to @eamullis.

I opened a policy with you which was opened on 04/03 and covered me for a single trip from 14/03 to 21/03. This holiday was curtailed due to Coronavirus lockdowns and closures in France, and so I attempted to open a claim with you. This claim was answered by an Allianz member of staff, who said i was not covered. I assumed that I had missed something in the T&C's which meant I was not covered, however reading this thread I now believe I should be. I had replied to this email with a follow up email on the 27th March, and have had no contact from Allianz since then.
Would it be possible for you to review my claim, and try and move this forward with Allianz should I actually be covered? My policy number is ISV15444418 and I've included the Allianz reply below.
Many thanks,

Tom Dack

Dear Mr Dack,

 

Thank you for your e-mail.

 

May I respectfully refer you to your policy under cancellation where you will note it states the following:-

 

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 view of the above, I regret to advise the insurance only provides cover if you are unable to travel due to one of these reasons and unfortunately the insurance does not provide cover for the corona virus situation.

 

I am sorry I could not be of further assistance on this occasion.

 

Yours sincerely,

 

 

Kind regards,

 

Angela

 

Angela Power

Travel Claims Handler

Thank you for your message and will gladly look into this for you. Firstly the ref number you quote does not look like a LG policy number.
Can I please ask you email to me at info@leisureguardsupport.com with your full name, address, postcode and details in your message so we can look for your details on our system, we can then get this looked into for you.
Thank you  

I have investigated this and Unfortunately this is not a Leisure Guard policy. You need to contact Insurefor who is the Insurer for this policy. 

Hi, I've just done some digging and it looks like - somehow - I messed up in my original claim, as the subject line has the ISV number (my InsureFor policy I had before taking out a LesuireGuard one to cover this trip) where all the body of the text has the correct policy ID: LGA16410371. I had sent an email to the info address recently, and have just followed up correcting the policy number. I think unfortunately this may have thrown an extra spanner in the works for the whole process. I hope to hear from you over email.

Leisure_Guard

tdack said:

Leisure_Guard said:

Leisure_Guard said:

tdack said:

Hi @Leisure_Guard, I am in a very similar situation to @eamullis.

I opened a policy with you which was opened on 04/03 and covered me for a single trip from 14/03 to 21/03. This holiday was curtailed due to Coronavirus lockdowns and closures in France, and so I attempted to open a claim with you. This claim was answered by an Allianz member of staff, who said i was not covered. I assumed that I had missed something in the T&C's which meant I was not covered, however reading this thread I now believe I should be. I had replied to this email with a follow up email on the 27th March, and have had no contact from Allianz since then.
Would it be possible for you to review my claim, and try and move this forward with Allianz should I actually be covered? My policy number is ISV15444418 and I've included the Allianz reply below.
Many thanks,

Tom Dack

Dear Mr Dack,

 

Thank you for your e-mail.

 

May I respectfully refer you to your policy under cancellation where you will note it states the following:-

 

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 view of the above, I regret to advise the insurance only provides cover if you are unable to travel due to one of these reasons and unfortunately the insurance does not provide cover for the corona virus situation.

 

I am sorry I could not be of further assistance on this occasion.

 

Yours sincerely,

 

 

Kind regards,

 

Angela

 

Angela Power

Travel Claims Handler

Thank you for your message and will gladly look into this for you. Firstly the ref number you quote does not look like a LG policy number.
Can I please ask you email to me at info@leisureguardsupport.com with your full name, address, postcode and details in your message so we can look for your details on our system, we can then get this looked into for you.
Thank you  

I have investigated this and Unfortunately this is not a Leisure Guard policy. You need to contact Insurefor who is the Insurer for this policy. 

Hi, I've just done some digging and it looks like - somehow - I messed up in my original claim, as the subject line has the ISV number (my InsureFor policy I had before taking out a LesuireGuard one to cover this trip) where all the body of the text has the correct policy ID: LGA16410371. I had sent an email to the info address recently, and have just followed up correcting the policy number. I think unfortunately this may have thrown an extra spanner in the works for the whole process. I hope to hear from you over email.

Thank you for the additional information. We will investigate and come back to you over email.