Travel Insurance - Do NOT use Leisure Guard!!

csgohan4

Hawkeye68 said:

Thanks for the warnings everyone. I was about to use them on the recommendation of MSE when I spotted this thread. I can't understand how one part of the MSE website recommends them while another part highlights serious issues with them.

Same goes for L+C mortgage brokers, I suspect MSE get commission, but regardless, due diligence on your part has paid off as it always should

titontaz

Simply don’t use Leisure Guard. They are a mishmash of different legal entities with claims dealt with by Allianz Assistance (suspiciously like Allianz Insurance presumably to fool the unwary) and complaints via Rock Insurance. They are set up to take your premiums but not to pay out on any claims.

I have been unable to travel due to the FCO advice to avoid all but essential travel to Italy having rung the Allianz Assistance claim line on the day before the FCO changed their advice to cover the whole of Italy when I was told that I could claim for irrecoverable costs if the FCO changed to cover the whole country, I applied for a claim form the day the advice changed and received an email a week later stating that despite their own employees confirmation, I could not claim because the WHO had subsequently declared the Covid-19 outbreak an epidemic which was excluded in the policy terms (it is not).

MSE’s thread on here is also wrong because it states that Leisure Guard will pay out due to Covid-19 - they will not.

Please don’t think because their policies look good value compared to other more reputable companies that they are fit for purpose, they are not. If you are thinking of using them, pay a bit more for one of the larger providers or don’t have travel insurance because having a policy with Leisure Guard is equivalent to burning the money because in the event of a claim, you are on your own.

MSE should remove this company from their site.

jonboysez

I recently took out single trip travel insurance with Brokersure Limited and after reading the terms and conditions decided it didn't fit my requirements so emailed them to cancel my policy within 14 days. They have asked me to confirm that I haven't made a claim and haven't travelled yet, which i confirmed but are telling me that they are going to charge me £5 to cancel the policy even though I have cancelled well within the 14 days cooling off period. Their policy terms state "You have a cooling off period where, should you decide that you find that the terms and conditions do not meet your requirements, and provided you have not travelled or claimed on the policy, you can advise us within 14 days of purchase for a full refund to be considered." Can they charge me this £5 penalty?

Voyager2002

jonboysez said:

Their policy terms state "You have a cooling off period where, should you decide that you find that the terms and conditions do not meet your requirements, and provided you have not travelled or claimed on the policy, you can advise us within 14 days of purchase for a full refund to be considered." Can they charge me this £5 penalty?

No.
Either they are trying it on or this is an incompetent individual. Use their complaints process and if necessary escalate to the Ombudsman.

Voyager2002

titontaz said:

I have been unable to travel due to the FCO advice to avoid all but essential travel to Italy having rung the Allianz Assistance claim line on the day before the FCO changed their advice to cover the whole of Italy when I was told that I could claim for irrecoverable costs if the FCO changed to cover the whole country, I applied for a claim form the day the advice changed and received an email a week later stating that despite their own employees confirmation, I could not claim because the WHO had subsequently declared the Covid-19 outbreak an epidemic which was excluded in the policy terms (it is not).

This sounds like an incompetent claims handler. I suggest you use their complaints process and escalate if necessary.

Leisure_Guard

jonboysez said:

I recently took out single trip travel insurance with Brokersure Limited and after reading the terms and conditions decided it didn't fit my requirements so emailed them to cancel my policy within 14 days. They have asked me to confirm that I haven't made a claim and haven't travelled yet, which i confirmed but are telling me that they are going to charge me £5 to cancel the policy even though I have cancelled well within the 14 days cooling off period. Their policy terms state "You have a cooling off period where, should you decide that you find that the terms and conditions do not meet your requirements, and provided you have not travelled or claimed on the policy, you can advise us within 14 days of purchase for a full refund to be considered." Can they charge me this £5 penalty?

Please note Brokersure Ltd is not associated or related to Leisure Guard. This is a completely separate organisation. 

Leisure_Guard

jonboysez said:

I recently took out single trip travel insurance with Brokersure Limited and after reading the terms and conditions decided it didn't fit my requirements so emailed them to cancel my policy within 14 days. They have asked me to confirm that I haven't made a claim and haven't travelled yet, which i confirmed but are telling me that they are going to charge me £5 to cancel the policy even though I have cancelled well within the 14 days cooling off period. Their policy terms state "You have a cooling off period where, should you decide that you find that the terms and conditions do not meet your requirements, and provided you have not travelled or claimed on the policy, you can advise us within 14 days of purchase for a full refund to be considered." Can they charge me this £5 penalty?

Please note Brokersure Ltd is not associated or related to Leisure Guard. This is a completely separate organisation.

Leisure_Guard

titontaz said:

Simply don’t use Leisure Guard. They are a mishmash of different legal entities with claims dealt with by Allianz Assistance (suspiciously like Allianz Insurance presumably to fool the unwary) and complaints via Rock Insurance. They are set up to take your premiums but not to pay out on any claims.

I have been unable to travel due to the FCO advice to avoid all but essential travel to Italy having rung the Allianz Assistance claim line on the day before the FCO changed their advice to cover the whole of Italy when I was told that I could claim for irrecoverable costs if the FCO changed to cover the whole country, I applied for a claim form the day the advice changed and received an email a week later stating that despite their own employees confirmation, I could not claim because the WHO had subsequently declared the Covid-19 outbreak an epidemic which was excluded in the policy terms (it is not).

MSE’s thread on here is also wrong because it states that Leisure Guard will pay out due to Covid-19 - they will not.

Please don’t think because their policies look good value compared to other more reputable companies that they are fit for purpose, they are not. If you are thinking of using them, pay a bit more for one of the larger providers or don’t have travel insurance because having a policy with Leisure Guard is equivalent to burning the money because in the event of a claim, you are on your own.

MSE should remove this company from their site.

Firstly I can confirm the insurer is Allianz and the claims handler for Allianz is indeed Allianz assistance. If your policy was purchased prior to the 13th March 11.59pm and there was no FCO advisory you would be covered. Any purchase after this would be void. I am sorry to hear that your claim has been refused. I would like to look into this for you as had the above been followed then coverage would be in place. May I please ask you to email your details to us at "info@leisureguardsupport.com" and I will raise this as a priority and have this investigated for you. Thank you

BrendaSB

Do NOT use Leisure Guard 
they auto renew even when cancellation requested . 

No one replies to emails or answers phone . I waited 25 mins . Rock Insurance who are their main company  phones click off after 3 rings. 

They need reporting to The Financial Authority .
I am going to . Please can others so they take note of this SCAM. 

Leisure_Guard

BrendaSB said:

Do NOT use Leisure Guard 
they auto renew even when cancellation requested . 

No one replies to emails or answers phone . I waited 25 mins . Rock Insurance who are their main company  phones click off after 3 rings. 

They need reporting to The Financial Authority .
I am going to . Please can others so they take note of this SCAM. 

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.