Travel Insurance - Do NOT use Leisure Guard!!

coronalsection

Leisure_Guard said:

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.

Hi, I'm in exactly the same position as many LeisureGuard customers on this thread, with Allianz twice refusing a perfectly valid claim on a policy (ref LGA1638XXXX, initials JS) purchased on 29 February 2020 for a holiday in April 2020 which had to be cancelled because of the Foreign Office advice. Based on the helpful advice on this thread, I emailed info@leisureguardsupport.com on 13 May requesting that you reconsider my claim (ref CN6530XX). I appreciate it will take time to investigate my case, but could you please confirm you have received my email and it is being reviewed?

Many thanks.

Leisure_Guard

coronalsection said:

Leisure_Guard said:

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.

Hi, I'm in exactly the same position as many LeisureGuard customers on this thread, with Allianz twice refusing a perfectly valid claim on a policy (ref LGA1638XXXX, initials JS) purchased on 29 February 2020 for a holiday in April 2020 which had to be cancelled because of the Foreign Office advice. Based on the helpful advice on this thread, I emailed info@leisureguardsupport.com on 13 May requesting that you reconsider my claim (ref CN6530XX). I appreciate it will take time to investigate my case, but could you please confirm you have received my email and it is being reviewed?

Many thanks.

Thank you for your note. I have located your email on the 13th May and have issued to a senior manager at Allianz Assistance for clarification and to respond.
Thank you for bringing this to our attention.

ossie48

Finally received a reply from Leisure guard Insurance after three months.
I booked flights to Australia in January and took out cancellation cover long before CV19 started impacting. 
In March they changed their terms and conditions (long after I booked ) they are now quoting these new T&C's in their email to deny me making a claim.   

Leisure_Guard

ossie48 said:

Finally received a reply from Leisure guard Insurance after three months.
I booked flights to Australia in January and took out cancellation cover long before CV19 started impacting. 
In March they changed their terms and conditions (long after I booked ) they are now quoting these new T&C's in their email to deny me making a claim.   

Thank you for your note.
If your policy was purchased prior to the 13th March there is cover in relation to Covid 19 as set out in our FAQs / policy wording and info provided on the MSE site. 

I would like to investigate this matter for you and raise directly with Allianz Assistance as to why they believe this to be the case.
May I request you email me at Info@leisureguardsupport.com including your name, policy details and email address so that I may investigate this. Please ref to your message on this site so we may identify you and we will get back to you ASAP.

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.

Just wanted to update you regarding my declined travel insurance claim with Leisure Guard via Allianz so far.

Iain McLean, Contact Centre Manager, of Rock Insurance followed up my complaint advising "that there is cover under the policy for irrecoverable costs in the event of certain scenarios relating to the FCO and coronavirus COVID-19, as set out on our website and in our frequently asked questions."

I was advised to claim for "irrecoverable costs" and should attach proof my villa travel company could not amend / refund / transfer my booking and also confirm that I did not pay via credit card (so a chargeback was not an option).  

I did this and submitted a completely new claim CN6**753 Initials ER on 27th May.

Two days later, Elizabeth Cummins of Allianz responded saying "Having reviewed your claim the policy number you have provided is not for an Allianz Travel Insurance policy. Please note we do not underwrite a Leisure Guard policy, I would advise you to double check the underwriter of your policy."

Of course I have emailed pointing out that Allianz certainly are the claims handler, showing her a copy of my policy, but am awaiting a reply.

Very disappointing just what hard work this all is   

Leisure_Guard

mummalove said:

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.

Just wanted to update you regarding my declined travel insurance claim with Leisure Guard via Allianz so far.

Iain McLean, Contact Centre Manager, of Rock Insurance followed up my complaint advising "that there is cover under the policy for irrecoverable costs in the event of certain scenarios relating to the FCO and coronavirus COVID-19, as set out on our website and in our frequently asked questions."

I was advised to claim for "irrecoverable costs" and should attach proof my villa travel company could not amend / refund / transfer my booking and also confirm that I did not pay via credit card (so a chargeback was not an option).  

I did this and submitted a completely new claim CN6**753 Initials ER on 27th May.

Two days later, Elizabeth Cummins of Allianz responded saying "Having reviewed your claim the policy number you have provided is not for an Allianz Travel Insurance policy. Please note we do not underwrite a Leisure Guard policy, I would advise you to double check the underwriter of your policy."

Of course I have emailed pointing out that Allianz certainly are the claims handler, showing her a copy of my policy, but am awaiting a reply.

Very disappointing just what hard work this all is   

Just to update you Allianz Assistance will be in touch with you directly very soon ref your claim.
The reason why you were told that Allianz do not underwrite Leisure Guard policies was due to you making contact with their the Irish division. The claim has been handed over to the correct dept of Allianz for resolution for cover relating to Covid 19.

A final note to all customers is we would strongly advise that all customers making a claim please refer to their policy wording or the Leisure Guard website and use the email address and tel number for the claims handler relating to when you purchased your policy. This will help save time and ensure speedier responses for all.

If I can be of any further help then please feel free to post.

mummalove

Leisure_Guard said:

mummalove said:

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.

Just wanted to update you regarding my declined travel insurance claim with Leisure Guard via Allianz so far.

Iain McLean, Contact Centre Manager, of Rock Insurance followed up my complaint advising "that there is cover under the policy for irrecoverable costs in the event of certain scenarios relating to the FCO and coronavirus COVID-19, as set out on our website and in our frequently asked questions."

I was advised to claim for "irrecoverable costs" and should attach proof my villa travel company could not amend / refund / transfer my booking and also confirm that I did not pay via credit card (so a chargeback was not an option).  

I did this and submitted a completely new claim CN6**753 Initials ER on 27th May.

Two days later, Elizabeth Cummins of Allianz responded saying "Having reviewed your claim the policy number you have provided is not for an Allianz Travel Insurance policy. Please note we do not underwrite a Leisure Guard policy, I would advise you to double check the underwriter of your policy."

Of course I have emailed pointing out that Allianz certainly are the claims handler, showing her a copy of my policy, but am awaiting a reply.

Very disappointing just what hard work this all is   

Just to update you Allianz Assistance will be in touch with you directly very soon ref your claim.
The reason why you were told that Allianz do not underwrite Leisure Guard policies was due to you making contact with their the Irish division. The claim has been handed over to the correct dept of Allianz for resolution for cover relating to Covid 19.

A final note to all customers is we would strongly advise that all customers making a claim please refer to their policy wording or the Leisure Guard website and use the email address and tel number for the claims handler relating to when you purchased your policy. This will help save time and ensure speedier responses for all.

If I can be of any further help then please feel free to post.

Thank you for replying.

I want to make it very clear that each claim was made online using the webpage provided on the Leisure Guard policy document.  

This was www.azgatravelclaims.com and was used each time I submitted a claim.  So I have no idea why one claim went to the Irish Division as I used the correct web site address both times.

As Rock have confirmed I am covered for claims affected by COVID-19 and FCO advice and I have submitted my new claim in accordance with their requirements, I trust my claim will be met favourably.

Much appreciated.

ossie48

mummalove said:

Leisure_Guard said:

mummalove said:

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.

Just wanted to update you regarding my declined travel insurance claim with Leisure Guard via Allianz so far.

Iain McLean, Contact Centre Manager, of Rock Insurance followed up my complaint advising "that there is cover under the policy for irrecoverable costs in the event of certain scenarios relating to the FCO and coronavirus COVID-19, as set out on our website and in our frequently asked questions."

I was advised to claim for "irrecoverable costs" and should attach proof my villa travel company could not amend / refund / transfer my booking and also confirm that I did not pay via credit card (so a chargeback was not an option).  

I did this and submitted a completely new claim CN6**753 Initials ER on 27th May.

Two days later, Elizabeth Cummins of Allianz responded saying "Having reviewed your claim the policy number you have provided is not for an Allianz Travel Insurance policy. Please note we do not underwrite a Leisure Guard policy, I would advise you to double check the underwriter of your policy."

Of course I have emailed pointing out that Allianz certainly are the claims handler, showing her a copy of my policy, but am awaiting a reply.

Very disappointing just what hard work this all is   

Just to update you Allianz Assistance will be in touch with you directly very soon ref your claim.
The reason why you were told that Allianz do not underwrite Leisure Guard policies was due to you making contact with their the Irish division. The claim has been handed over to the correct dept of Allianz for resolution for cover relating to Covid 19.

A final note to all customers is we would strongly advise that all customers making a claim please refer to their policy wording or the Leisure Guard website and use the email address and tel number for the claims handler relating to when you purchased your policy. This will help save time and ensure speedier responses for all.

If I can be of any further help then please feel free to post.

Thank you for replying.

I want to make it very clear that each claim was made online using the webpage provided on the Leisure Guard policy document.  

This was www.azgatravelclaims.com and was used each time I submitted a claim.  So I have no idea why one claim went to the Irish Division as I used the correct web site address both times.

As Rock have confirmed I am covered for claims affected by COVID-19 and FCO advice and I have submitted my new claim in accordance with their requirements, I trust my claim will be met favourably.

Much appreciated.

My first claim went to Switzerland !!  

I had a call on my mobile and this e mail

As per our nice phone conversation a few minutes ago, I can confirm that we do not deal with this insurance company and/or travel agency.

 

Hope you can find the right correspondant in UK !

 

Good luck – and best regards from Zurich 

Leisure_Guard

ossie48 said:

mummalove said:

Leisure_Guard said:

mummalove said:

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.

Just wanted to update you regarding my declined travel insurance claim with Leisure Guard via Allianz so far.

Iain McLean, Contact Centre Manager, of Rock Insurance followed up my complaint advising "that there is cover under the policy for irrecoverable costs in the event of certain scenarios relating to the FCO and coronavirus COVID-19, as set out on our website and in our frequently asked questions."

I was advised to claim for "irrecoverable costs" and should attach proof my villa travel company could not amend / refund / transfer my booking and also confirm that I did not pay via credit card (so a chargeback was not an option).  

I did this and submitted a completely new claim CN6**753 Initials ER on 27th May.

Two days later, Elizabeth Cummins of Allianz responded saying "Having reviewed your claim the policy number you have provided is not for an Allianz Travel Insurance policy. Please note we do not underwrite a Leisure Guard policy, I would advise you to double check the underwriter of your policy."

Of course I have emailed pointing out that Allianz certainly are the claims handler, showing her a copy of my policy, but am awaiting a reply.

Very disappointing just what hard work this all is   

Just to update you Allianz Assistance will be in touch with you directly very soon ref your claim.
The reason why you were told that Allianz do not underwrite Leisure Guard policies was due to you making contact with their the Irish division. The claim has been handed over to the correct dept of Allianz for resolution for cover relating to Covid 19.

A final note to all customers is we would strongly advise that all customers making a claim please refer to their policy wording or the Leisure Guard website and use the email address and tel number for the claims handler relating to when you purchased your policy. This will help save time and ensure speedier responses for all.

If I can be of any further help then please feel free to post.

Thank you for replying.

I want to make it very clear that each claim was made online using the webpage provided on the Leisure Guard policy document.  

This was www.azgatravelclaims.com and was used each time I submitted a claim.  So I have no idea why one claim went to the Irish Division as I used the correct web site address both times.

As Rock have confirmed I am covered for claims affected by COVID-19 and FCO advice and I have submitted my new claim in accordance with their requirements, I trust my claim will be met favourably.

Much appreciated.

My first claim went to Switzerland !!  

I had a call on my mobile and this e mail

As per our nice phone conversation a few minutes ago, I can confirm that we do not deal with this insurance company and/or travel agency.

 

Hope you can find the right correspondant in UK !

 

Good luck – and best regards from Zurich 

Thank you for your comment.
I believe you have contacted the wrong provider as the email response you received has been signed off by Zurich. 

Allianz is the insurer so may I suggest you please check if your travel insurance policy is with Leisure Guard / Allianz and not Zurich.
As per previous post the claims information and contact details are on our website and on the policy wording.

mummalove

ossie48 said:

mummalove said:

Leisure_Guard said:

mummalove said:

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.

Just wanted to update you regarding my declined travel insurance claim with Leisure Guard via Allianz so far.

Iain McLean, Contact Centre Manager, of Rock Insurance followed up my complaint advising "that there is cover under the policy for irrecoverable costs in the event of certain scenarios relating to the FCO and coronavirus COVID-19, as set out on our website and in our frequently asked questions."

I was advised to claim for "irrecoverable costs" and should attach proof my villa travel company could not amend / refund / transfer my booking and also confirm that I did not pay via credit card (so a chargeback was not an option).  

I did this and submitted a completely new claim CN6**753 Initials ER on 27th May.

Two days later, Elizabeth Cummins of Allianz responded saying "Having reviewed your claim the policy number you have provided is not for an Allianz Travel Insurance policy. Please note we do not underwrite a Leisure Guard policy, I would advise you to double check the underwriter of your policy."

Of course I have emailed pointing out that Allianz certainly are the claims handler, showing her a copy of my policy, but am awaiting a reply.

Very disappointing just what hard work this all is   

Just to update you Allianz Assistance will be in touch with you directly very soon ref your claim.
The reason why you were told that Allianz do not underwrite Leisure Guard policies was due to you making contact with their the Irish division. The claim has been handed over to the correct dept of Allianz for resolution for cover relating to Covid 19.

A final note to all customers is we would strongly advise that all customers making a claim please refer to their policy wording or the Leisure Guard website and use the email address and tel number for the claims handler relating to when you purchased your policy. This will help save time and ensure speedier responses for all.

If I can be of any further help then please feel free to post.

Thank you for replying.

I want to make it very clear that each claim was made online using the webpage provided on the Leisure Guard policy document.  

This was www.azgatravelclaims.com and was used each time I submitted a claim.  So I have no idea why one claim went to the Irish Division as I used the correct web site address both times.

As Rock have confirmed I am covered for claims affected by COVID-19 and FCO advice and I have submitted my new claim in accordance with their requirements, I trust my claim will be met favourably.

Much appreciated.

My first claim went to Switzerland !!  

I had a call on my mobile and this e mail

As per our nice phone conversation a few minutes ago, I can confirm that we do not deal with this insurance company and/or travel agency.

 

Hope you can find the right correspondant in UK !

 

Good luck – and best regards from Zurich 

Omg, this is hilarious!

Did you get any joy with your claim in the end?