Travel Insurance - Do NOT use Leisure Guard!!

Sledger

LEISURE GUARD WARNING   

Here is page 13 of leisure Guard sporting activities where reading  the opening statement "Category A and B sports are automatically covered under your policy." implies you are covered for these sporting activities whilst on holiday. I took this out in Good faith on all my hiking trips over a 2 year period and recommended Leisure Guard to my Hiking Group where now it appears I was  only covered for travel.  WARNING  re the additional Clause just below "Cover for the following activities is included providing it is not the main purpose of your trip,  You are only covered for TRAVEL according to Leisure Guard if any one of those sporting activities listed is the main purpose of your trip and endless questions to Leisure Guard  similar to the above questions get evasive unclear response. So if any of you have this Leisure Guard policy prior to departure inform them you are going on a sporting Holiday  where the main purpose of your trip is to find a partner to get a hiking leg over  and be as evasive as Leisure Guard  as to what constitutes  the main purpose of your trip in the event you ned to make a claim..  .   activities 

Sledger

Leisure Guard are trying to wriggle out of my compensation claim and when pushed either don't reply or fail to  substantiate.  Here is a typical unanswered Leisure Guard claim in bold italics  so looks like it will now go down the small claims Court and will keep this post updated of events.

This statement of yours in bold  italics below  is extremely difficult to comprehend as why cover was  declined  and is based on what?  I explained beforehand that we  were effectively walking back approx. 56 KM from Barentsburg to Longyearbein  due to "NO" overland public transport and camping overnight due to the distance. The trail we took was a  former mining trail  between the two towns made by a heavy duty caterpillar/ tank type vehicle that is no longer used and is in disrepair with max altitude 200m.   I understand that following your chaser emails, Kenny sent a second referral to the Insurer on 29 July 2019 regarding your trip. The Insurer responded to the referral on 27 August 2019 stating that they will not insure the risk due the high level aspect of the mountaineering and the location of travel. As the Insurer responded almost a month later, the Insurer has agreed to offer you a full refund of £49.90. If you would be willing to accept this offer, 

oscar1948NZ

Sledger said:

Leisure Guard are trying to wriggle out of my compensation claim and when pushed either don't reply or fail to  substantiate.  Here is a typical unanswered Leisure Guard claim in bold italics  so looks like it will now go down the small claims Court and will keep this post updated of events.

This statement of yours in bold  italics below  is extremely difficult to comprehend as why cover was  declined  and is based on what?  I explained beforehand that we  were effectively walking back approx. 56 KM from Barentsburg to Longyearbein  due to "NO" overland public transport and camping overnight due to the distance. The trail we took was a  former mining trail  between the two towns made by a heavy duty caterpillar/ tank type vehicle that is no longer used and is in disrepair with max altitude 200m.   I understand that following your chaser emails, Kenny sent a second referral to the Insurer on 29 July 2019 regarding your trip. The Insurer responded to the referral on 27 August 2019 stating that they will not insure the risk due the high level aspect of the mountaineering and the location of travel. As the Insurer responded almost a month later, the Insurer has agreed to offer you a full refund of £49.90. If you would be willing to accept this offer, 

 

We were planning to do this Barentsburg to Longyearbein hike when Covid lifts and looking at insurers. I note from Google earth maps the coastal trail is relatively flat and its location qualifies as anywhere in the list of their Worldwide Countries as per pages 5/6 of Leisure Guard  Geographical Locations so you should be fully covered. . So have Leisure Guard substantiated  their statement " they will not insure due to the High level aspect of mountaineering and the location of travel "

 I also note the very late response in replying to issues  appears the norm on other Leisure Guard  MSE forums. I also note this LG offer of a policy refund and perhaps LG can clarify how frequently this occurs and trust the refund offer is not an alternative  means of avoiding and  honouring valid  cover payments  

Sledger

Oscar Read this part recent e mail exchange if you are considering Leisure Guard and make up your own mind or phone them to see if you can get any sense from them.

From: paul@hotmail.com> Sent:08 February 2021 14:49
To:Leisure Guard Insurance <LeisureGuardMarketing@leisure-guard.com>; info@leisureguardtravelinsurance.co.uk 
Cc:l@cases.financial-ombudsman.org.uk>
Subject:Re: Your complaint about XL Catlin Insurance Company UK Limited 

To Leisure Guard

Relating to my Ombudsman case I am writing to you Leisure Guard from whom I purchased the policy and my claim is therefore against you Leisure Guard. 

An Armed escort outside of the Longyearbyen pink Zone is required at any time outside this boundary during any Svalbard trip. The armed guard we previously employed went sick and we had to recruit a new guard at very short notice costing *** Pounds. I have since been compensated from the initial guard via a group refund of 10 where each received *** pounds. 

Accordingly, I am claiming the sum of *** pounds Armed Gurad difference directly against Leisure Guard as final settlement

From:Iain @rockinsurance.com>Sent:19 February 2021 15:55

To:paul@hotmail.com>
Subject:RE: Your complaint about XL Catlin Insurance Company UK Limited )

Thank you for your patience in this matter.

 Having reviewed your complaint and the policy terms & conditions. Unfortunately, the cost of a replace an Armed Guard on your trip is not covered on your policy, and you would be unable to claim back the cost incurred in replacing the Armed Guard.

Sent:19 February 2021 17:57
To:info@leisureguardtravelinsurance.co.uk  <LeisureGuardMarketing@leisure-guard.com>
Subject:Fw: Possible Small Claims Court action against Leisure Guard

  Reiterating my claim is with Leisure Guard from whom I purchased the Policy and it is Leisure Guard I require to answer as it is they whom I will pursue with the Small Claims Court if it becomes necessary. 

Leisure Guard need to justify  Ians  statement as Svalbard falls within the included destinations of cover where anywhere outside of the attached pink zone a guard is required. Accordingly, please clearly and fully substantiate this claim and where it is stated in the in the Leisure Guard Policy wording " Unfortunately, the cost of a replace an Armed Guard on your trip is not covered on your policy" 

Typical example underlined here was never responded to just making Random excuses without substantiation going round in circles.  In conclusion please just give me Leisure Guards postal address requested on 16 February 2021 and telephone transcript when I took out the Policy in September 2017 to enable me to use what was discussed in the event you leave me no option other than pursue this via the small Claims court

From:James @rockinsurance.com> Sent:01 March 2021 13:21
To: paul@hotmail.com>
Subject:Your complaint about Leisure Guard Travel Insurance policy number 

Got a long rant reply from James but he ignored answering my key questions put several times  
a), substantiation for " Unfortunately, the cost of a replace an Armed Guard on your trip is not covered on your policy" 
b) Verification of postal address to sent to the Small  Claims Court.
c), Telephone call transcripts when i took out the policy out 

What is interesting in James response is
a). The Insurer is entitled to accept or decline risks that are not included within the policy wording. 
b).we would politely ask you to refrain from further comment on the MoneySavingsExpert forum. If you continue to place comment on the forum, we will approach MoneySavingsExpert to remove your posts.
c). Finally, now that this matter is concluded, neither Leisure Guard nor ROCK will enter into any further correspondence in this matter.

Re their response  b). Who are they to determine what I post on this forum providing it complies with MSE guidelines.
and c). As Leisure Guard will not enter any more communication with me perhaps others can voice questions to them and  justify it with their appeal when they get the small Claims Court and James for the 3rd time please just post here your postal address which is not a difficult ask  .
 

oscar1948NZ

What is interesting in James response is a). The Insurer is entitled to accept or decline risks that are not included within the policy wording. 

Leisure Guard 
Can you please clarify "The Insurer is entitled to accept or decline risks"   as am somewhat confused  as to what I would be covered for if  I took out your cover for my Svalbard trip and perhaps later Greenland . Surely you need to know what you are covered for before the event not after an incident. I plan to go in the summer but if I went in winter the temperatures can be low and frostbite can set in quickly.  particularly the fingers, toes, nose, ears, cheeks and chin,  Would you decline frost bite  medical costs for example? as  Stays in hospital are free for residents of the Nordic countries, and for anyone who is covered by the Norwegian National Insurance scheme. Everyone else must have valid insurance or pay themselves. 

Sledger

Thank you for your comments.
However I am sure you appreciate the current unprecedented situation we are all in?
Many travel, holiday and insurance providers are completely inundated repatriating people, dealing with queries, refunds, renewals etc
Everyone of these organisations in this sector are trying to deal with the huge volume of emails and calls  that they are receiving. 
We have provided information on our websites and emailed all our customers explaining the situation. Also any emails we do receive gives an auto response outlining exactly the position we are experiencing and managing ours customers expectations which the vast majority of people have been very accepting of the situation. The phone lines are dropping out after 3 rings because our lines are at full capacity. We are well aware that auto renewals are occurring and those customers that have advised us they wish these to be cancelled we are cancelling and providing a full refund but I ask you to please be patient with us and all providers through this unprecedented time while we deal with these many requests. We will get to your request in time. However I would say that anyone who requires “urgent” assistance to please email info@leisureguardinsurance.co.uk and I can expedite the matter on an urgent basis.

Total Nonsense using Corvid as a cop out. They have a poor track record prior to covid and I was dogged with late replies and giving vague answers prior during and after my holiday leaving me in total limbo what cover i had or did not have.  

 I am taking them to the small claims court for not giving a clear reason with substations for not honouring my claim , Failing to give me their current postal address and telephone transcripts when I took out the Policy asked several times.  So leisure Guard please respond here to the question put for the benefit of others considering using LG  to gauge your inaction due to you final 1 March 2021 last e mail  Qoute "  neither Leisure Guard nor ROCK will enter into any further correspondence in this matter."

Also for the benefit of anybody considering using them look as this bullying tactic aloo sent on 1 March 2021 and to Quote.

 " refrain from further comment on the MoneySavingsExpert forum. If you continue to place comment on the forum, we will approach MoneySavingsExpert to remove your posts."   Lets see what MSE do as I am simply stating  their inaction taken fro my e mail strings.
Great idea Brenda and also urge other who have been victims to follow suit as per your suggestion   " I am going to . Please can others so they take note of this SCAM". 

User_190822

Just to add to the warnings in this thread. Leisure Guard (aka International Medical Rescue) are a bunch of chancers. Yes, their policies are cheap, but they will make you go through hoops asking for information twice, three times over with patently unreasonable requests for information before begrudgingly agreeing to any claim.

I had an accident on Shetland in June this year & needed to get myself & the car repatriated down south. You would expect this to be covered in the "reasonable additional expenses" portion of the policy, but it took repeated emails, promises from them that were not honoured (computer/banking/payment issues & delays) until I formally started a complaint procedure and threatened them with the promise of taking them to the Financial Ombudsman. So 3 months on I finally have payment.

Save yourselves the hassle of dealing with this lot. They are gaming the system and most people maybe aren't as bolshy as me & will give up a claim all too easilly, which is plainly what this lot want to happen.

Avoid.

Sledger

Just look at Trust Pilot very poor rating Reviews  

Sledger

Look at the Leisure Guard policy wording on your cover. 
GEOGRAPHICAL LOCATIONS .

I had

Worldwide, excluding USA, Canada, Caribbean Islands and Mexico Means anywhere in the world except the United States of America, Canada, the Caribbean Islands and Mexico.  Please note: No cover is provided for trips to a country, specific area or event when the Travel Advice Unit of the Foreign, Commonwealth & Development Office (FCDO) or other regulatory authority in a country to/from which you are travelling has advised against all travel, or all but essential travel. Trips taken solely within your home country are only covered if you have pre-booked a minimum of 2 nights in paid accommodation away from home. 

So, on that Token my trips other than the excluded USA etc and maybe trips to North Korea, Iran, Sieria, Iraq and other war Zones were not covered but the rest of the World is. 

Now if I decided to do a Shackelton and try and reach the South Pole or do a Scott and attempt for the North Pole which is in their rest of the World Criteria I am Covered according to the policy wording. ?????????  

I went to Iceland and Svalbard which was within the rest of the World criteria and in good faith assumed I was covered. Just to be certain I contacted Lesure Guard prior to my Svalbard trip as we had to hire an armed guard due to very rare Polar bear attacks as a precautionary measure if you go anywhere outside a very small radius safe area of the small inhabited town Longyearbyen,

They took ages to confirm putting my whole trip in doubt then declined cover days into my hike then said I was only covered for travel but gave no reasoning or clarification. Our Guard got injured and had to get a replacement guard at very short notice which cost quite a bit more and leisure Guard declined cover.  It appears Leisure Guard have a habit of refunding your policy payment to those who persist in their complaint rather than pay for the cover if you make a claim implying their business is run by all those that do not make a claim . Never ever use leisure Guard.

Worried_fool

Would you care to identify their underwriter, and the claims processor they use?