Travel Insurance - Do NOT use Leisure Guard!!

grahamdenyer

AWFUL company Do not use. They will automatically renew your policy without telling you and you can not get through by e mail or telephone to cancel. I had to cancel my credit card in the end. Beware do not use. Who needs travel insurance right now

Leisure_Guard

grahamdenyer said:

AWFUL company Do not use. They will automatically renew your policy without telling you and you can not get through by e mail or telephone to cancel. I had to cancel my credit card in the end. Beware do not use. Who needs travel insurance right now

Thank you for your feedback. 

We apologise that you have not been able to get through to us  so we can respond to your enquiry. We are still receiving unprecedented emails and volume of calls like all other insurers and travel related companies and would as that you please bear with us. We are answering calls but there is a long waiting time. We can assure you that all renewal notices go out in plenty of time for your review. There is a link to enable you to opt out on the email that was sent so this can be done electronically. I would ask you check your spam and junk folders. 

Leisure Guard

Leisure_Guard

Beltalowda said:

Exactly the same sort of situation as @mummalove - hopefully they've got some kind of resolution, and I'm posting here in the hope of the same!

I'd booked a trip to Indonesia to do a load of scuba diving on a liveaboard, well before the pandemic kicked off, and am now being refused a refund by the provider. Got my insurance from these characters (thanks to advice on this very site) before the cutoff date of the 13th of March, and now cannot get through to Leisureguard AT ALL, get bounced to Allianz (who claim that they definitely will NOT pay out), sometimes get flung over to Rock, from whom I have an email claiming that they definitely WILL pay out, and can't even manage to talk to anyone to get a refund on this seemingly useless policy. I've been passed from pillar to post, and am beyond tired of dealing with this.

This sort of endless chain of middlemen, providers, buck-passers and skimmers is exactly why people hate the insurance industry. I can safely say I'll never be using Leisureguard or Allianz again.

Thank you for adding your comment.
I would be happy to investigate this further for you. Please email us at info@leisureguardsupport.com
Please include your name, policy number and contact details and we will look into this as soon as possible for you with the claims dept.
Leisure Guard 

mummalove

Leisure_Guard said:

mummalove said:

Leisure_Guard said:

mummalove said:

Leisure_Guard said:

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

Hello.  I also wish to comment on this thread as have exactly the same issue today with Allianz regarding my Leisure Guard Travel Insurance.

I took out the premier plus insurance on 13th March (before 1159pm).  We were due to travel to Cyprus on 9th May and I wish to claim for our stay in the villa (which cannot be refunded by the villa owner).  Flights being refunded directly by easyJet.

At the time of booking and taking out the travel insurance there was no FCO advisory and I was confident I would be covered.  Also recommended by Martin Lewis on this sit.

I rang Allianz and they said I am not covered.  I do not even have a claim form.

My policy number is LGA16477***  My initials ER.  I will now email you on info@leisureguardsupport.com and please can you reply to this post so I can be assured I am covered.

It is a very anxious time.  Thank you.

Thank you for your post.
As soon as we receive your email I will duly get this raised with a Senior Manager in the Claims dept for review.

Thank you Leisure Guard, you have been most supportive in these difficult times.

I have now submitted my online claim with Allianz Assist and have emailed you today with the reference number for your information and to ensure my claim is indeed covered by your insurance.

Thank you for sending the information through. We will duly review and come back to you ASAP.

I have now received communication from Allianz declining my insurance claim, stating we were not covered.
I have emailed you direct with all supporting information including your comments on this thread confirming "If your policy was purchased prior to the 13th March 11.59pm and there was no FCO advisory you would be covered."  
MINE WAS....
I look forward to hearing from you with a detailed reply.  Claim No: CN655*** Initials ER.

skidmarks1961

Hi Leisure Guard. Joe James, Jenny? I’ve been patiently waiting for a partial refund which you have confirmed is due to me. How long are the refunds taking? The initial response agreeing a refund was fairly quick but now you don’t seem to want to communicate hence this message.

Regards 

Leisure_Guard

skidmarks1961 said:

Hi Leisure Guard. Joe James, Jenny? I’ve been patiently waiting for a partial refund which you have confirmed is due to me. How long are the refunds taking? The initial response agreeing a refund was fairly quick but now you don’t seem to want to communicate hence this message.

Regards 

Thank you for your comment.
i ask you to please bear with us. We are still receiving unprecedented high call volumes and emails. We are working through as quickly as we can. If you have requested by email then we will get to this to action.

Leisure_Guard

mummalove said:

Leisure_Guard said:

mummalove said:

Leisure_Guard said:

mummalove said:

Leisure_Guard said:

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

Hello.  I also wish to comment on this thread as have exactly the same issue today with Allianz regarding my Leisure Guard Travel Insurance.

I took out the premier plus insurance on 13th March (before 1159pm).  We were due to travel to Cyprus on 9th May and I wish to claim for our stay in the villa (which cannot be refunded by the villa owner).  Flights being refunded directly by easyJet.

At the time of booking and taking out the travel insurance there was no FCO advisory and I was confident I would be covered.  Also recommended by Martin Lewis on this sit.

I rang Allianz and they said I am not covered.  I do not even have a claim form.

My policy number is LGA16477***  My initials ER.  I will now email you on info@leisureguardsupport.com and please can you reply to this post so I can be assured I am covered.

It is a very anxious time.  Thank you.

Thank you for your post.
As soon as we receive your email I will duly get this raised with a Senior Manager in the Claims dept for review.

Thank you Leisure Guard, you have been most supportive in these difficult times.

I have now submitted my online claim with Allianz Assist and have emailed you today with the reference number for your information and to ensure my claim is indeed covered by your insurance.

Thank you for sending the information through. We will duly review and come back to you ASAP.

I have now received communication from Allianz declining my insurance claim, stating we were not covered.
I have emailed you direct with all supporting information including your comments on this thread confirming "If your policy was purchased prior to the 13th March 11.59pm and there was no FCO advisory you would be covered."  
MINE WAS....
I look forward to hearing from you with a detailed reply.  Claim No: CN655*** Initials ER.

Thank you for the feedback. I’m currently following up with the claims handler to review.

mummalove

Leisure_Guard said:

mummalove said:

Leisure_Guard said:

mummalove said:

Leisure_Guard said:

mummalove said:

Leisure_Guard said:

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

Hello.  I also wish to comment on this thread as have exactly the same issue today with Allianz regarding my Leisure Guard Travel Insurance.

I took out the premier plus insurance on 13th March (before 1159pm).  We were due to travel to Cyprus on 9th May and I wish to claim for our stay in the villa (which cannot be refunded by the villa owner).  Flights being refunded directly by easyJet.

At the time of booking and taking out the travel insurance there was no FCO advisory and I was confident I would be covered.  Also recommended by Martin Lewis on this sit.

I rang Allianz and they said I am not covered.  I do not even have a claim form.

My policy number is LGA16477***  My initials ER.  I will now email you on info@leisureguardsupport.com and please can you reply to this post so I can be assured I am covered.

It is a very anxious time.  Thank you.

Thank you for your post.
As soon as we receive your email I will duly get this raised with a Senior Manager in the Claims dept for review.

Thank you Leisure Guard, you have been most supportive in these difficult times.

I have now submitted my online claim with Allianz Assist and have emailed you today with the reference number for your information and to ensure my claim is indeed covered by your insurance.

Thank you for sending the information through. We will duly review and come back to you ASAP.

I have now received communication from Allianz declining my insurance claim, stating we were not covered.
I have emailed you direct with all supporting information including your comments on this thread confirming "If your policy was purchased prior to the 13th March 11.59pm and there was no FCO advisory you would be covered."  
MINE WAS....
I look forward to hearing from you with a detailed reply.  Claim No: CN655*** Initials ER.

Thank you for the feedback. I’m currently following up with the claims handler to review.

Thanks. Please do take into consideration all my.comments and in particular the supporting documents and evidence I forwarded. I look forward to my claim being properly reviewed with a favourable outcome.

AMEdin

Hi
I have very similar issues with Leisure Guard - took out an annual policy in February, so should have been covered for my trip to Australia in April ( obviously cancelled due to COVID and FCO advice) but was told by Allianz that I wasn't. Re-read my premier policy and emailed Leisure guard direct. .
Eventually emailed customer support , asking for my policy cost to be refunded as it wasn't fit for purpose. - it says I should get a reply within 24 hours , but weeks later, I have heard absolutely nothing. 
I have had most of my money back for flights and accommodation, so only want to claim for the Virgin Australia flights that I couldn't get a refund on.
VERY DISAPPOINTED - like other people I used Leisure Guard because they were recommended by this site.

Leisure_Guard

AMEdin said:

Hi
I have very similar issues with Leisure Guard - took out an annual policy in February, so should have been covered for my trip to Australia in April ( obviously cancelled due to COVID and FCO advice) but was told by Allianz that I wasn't. Re-read my premier policy and emailed Leisure guard direct. .
Eventually emailed customer support , asking for my policy cost to be refunded as it wasn't fit for purpose. - it says I should get a reply within 24 hours , but weeks later, I have heard absolutely nothing. 
I have had most of my money back for flights and accommodation, so only want to claim for the Virgin Australia flights that I couldn't get a refund on.
VERY DISAPPOINTED - like other people I used Leisure Guard because they were recommended by this site.

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.