Travel Insurance - Do NOT use Leisure Guard!!

lowki_9

Hi,

There appears to be a theme here.  Can’t get a refund out of the carrier after they’ve cancelled my flights (supposed to fly at the end of June) and the insurance company “says no”.  I too have a policy with leisure guard that I purchased before September 2019 (annual policy) and have contacted the insurance company with equally poor results as everyone else on this thread.  The Agent I spoke to, informed me that my policy does not cover me for this issue.

I have followed this thread and duly called the number in my insurance documents where a recorded message informed me that I am not covered.  I have sent an email to Info@leisureguardsupport.com with all my details but have not received a response (it has now been a week). 

Next steps please @Leisure_Guard?  It appears that the only way to get customer service here is to email on the forum and complain. 

Thanks

Leisure_Guard

lowki_9 said:

Hi,

There appears to be a theme here.  Can’t get a refund out of the carrier after they’ve cancelled my flights (supposed to fly at the end of June) and the insurance company “says no”.  I too have a policy with leisure guard that I purchased before September 2019 (annual policy) and have contacted the insurance company with equally poor results as everyone else on this thread.  The Agent I spoke to, informed me that my policy does not cover me for this issue.

I have followed this thread and duly called the number in my insurance documents where a recorded message informed me that I am not covered.  I have sent an email to Info@leisureguardsupport.com with all my details but have not received a response (it has now been a week). 

Next steps please @Leisure_Guard?  It appears that the only way to get customer service here is to email on the forum and complain. 

Thanks

Please email me a copy of your email with all your details and I will liaise with the claims handler on your behalf.
Thank you

AdamE1978

Seems like everyone is going through the same "you're not covered" response through @Leisure_Guard , begging the question why even bother getting your insurance through them.
Ii've spent the last weeks going through all payment avenues to get a refund for a villa booked that we weren't able to travel to because of FCO advice, and which was purchased prior to any FCO advice. Having called leisure guard and being told in no uncertain terms "you have no cover", when this site explicitly still says @Leisure_Guard DO cover and will pay is quite frankly a joke. Feels like you're getting robbed at all angles. Shame on you Leisure Guard!!!

Leisure_Guard

AdamE1978 said:

Seems like everyone is going through the same "you're not covered" response through leisure guard, begging the question why even bother getting your insurance through them.
Ii've spent the last weeks going through all payment avenues to get a refund for a villa booked that we weren't able to travel to because of FCO advice, and which was purchased prior to any FCO advice. Having called leisure guard and being told in no uncertain terms "you have no cover", when this site explicitly still says leisure guard DO cover and will pay is quite frankly a joke. Feels like you're getting robbed at all angles. Shame on you Leisure Guard!!!

Thank you for your comment.
Please feel free to email us at info@leisureguardsupport.com and we will investigate but I can confirm the information on our website and FAQ’s section is correct.

lowki_9

Hi @Leisure_Guard,
I emailed through but havent had any response yet.  Is there anything that I can do to move this along?
Thanks
Mike 

Leisure_Guard

lowki_9 said:

Hi @Leisure_Guard,
I emailed through but havent had any response yet.  Is there anything that I can do to move this along?
Thanks
Mike 

Thank you for your note.
I can confirm this was chased up following your email. I anticipate a response to you on Monday. Thank you for your patience. Have a nice weekend.

roland_

Hi @Leisure_Guard
Thank you for the support on here. Along with many others, I seem to be getting mixed messages (or just outright ignored) from Leisure Guard regarding the policy I purchased pre-March 13th and claiming for my flights in July. I am not able to travel due to a number of factors due to Covid.

I am being passed from pillar to post, with Allianz and Rock telling me I am not covered, which contradicts your own terms and website. When I have managed to get through to someone on Leisure Guard live chat (the Leisure Guard phoneline disconnects automatically), I was advised to raise a chargeback with my bank first before claiming, which I have done, (unsuccessfully) which I can evidence.

I have logged a claim on the Allianz site, with no response, and the categories of the claim form are not updated to refer to anything Covid related.

I have emailed Leisure Guard mailbox again, requesting to raise all of this as a complaint, with the subject line including my policy number ending "56603". 

I appreciate that you are responding on this forum, I would request that you speak with a member of the team to progress this and respond to my email, because the service offered is frankly appalling. I would also appreciate on behalf of myself and anyone else on here who might find it useful, an actual working contact number, or specific contact who complaints can be raised to.
Thank you

Leisure_Guard

roland_ said:

Hi @Leisure_Guard
Thank you for the support on here. Along with many others, I seem to be getting mixed messages (or just outright ignored) from Leisure Guard regarding the policy I purchased pre-March 13th and claiming for my flights in July. I am not able to travel due to a number of factors due to Covid.

I am being passed from pillar to post, with Allianz and Rock telling me I am not covered, which contradicts your own terms and website. When I have managed to get through to someone on Leisure Guard live chat (the Leisure Guard phoneline disconnects automatically), I was advised to raise a chargeback with my bank first before claiming, which I have done, (unsuccessfully) which I can evidence.

I have logged a claim on the Allianz site, with no response, and the categories of the claim form are not updated to refer to anything Covid related.

I have emailed Leisure Guard mailbox again, requesting to raise all of this as a complaint, with the subject line including my policy number ending "56603". 

I appreciate that you are responding on this forum, I would request that you speak with a member of the team to progress this and respond to my email, because the service offered is frankly appalling. I would also appreciate on behalf of myself and anyone else on here who might find it useful, an actual working contact number, or specific contact who complaints can be raised to.
Thank you

Thank you for your note.
I will pick up your email and raise it to a senior manager at Allianz Assistance to review tomorrow.
regards 
Leisure Guard 

lowki_9

Hi,

Update - Going through the process with @Leisure_Guard I have been offered only a refund on my annual policy and no re-payment with regards to my flights.  According to the “Money saving expert” web site (link and text shown below) you can see that Leisure Guard is willing to repay travel costs as long as the policy was purchased within a specific window.  Unfortunately, I had purchased the policy before the start date of coverage and I’m therefore not covered… perplexing I know that an insurance company is happy to switch in and out coverage on what appears to be a whim.  As such I'm able to confirm that having paid my premium in good faith expecting to be covered my policy is worthless, and I shouldn’t have purchased it with Leisure Guard in the first place.  I'll leave it to fellow users of this web site to decide whether Leisure guard is value for money considering the risk you take if you need to claim on a policy, as you may befall the same fate as me.  

Additionally, there has also been collateral damage from this experience in that I can no longer trust implicitly the money saving expert web site as I once did.  I cannot see how Leisure guard can be recommend a business from my own experience as well as others on this forum.  I'll be sure in future to check any recommendation from money saving expert against the thoughts of users in the real world.

 

Thanks

https://www.moneysavingexpert.com/news/2020/02/coronavirus-travel-help-and-your-rights/ 

(9) This info doesn't apply to older Leisure Guard policies purchased before 12 September 2019 – for info on these policies, contact Leisure Guard. Leisure Guard also says that for any policy issued from 11.59pm on 13 March 2020 there will be no cover provided for any claim directly or indirectly caused by, arising or resulting from, or in connection with the coronavirus disease (Covid-19) or any mutation of the disease.

coronalsection

Leisure_Guard said:

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.

Hi Leisure_Guard,

I have still not received a reply to my email of 13th May relating to my claim (policy ref LGA16386XXX, claim ref CN6530XX, customer initials JS). I did get an email from Iain McLean relating to another customer's claim. I immediately replied pointing out his error, and have heard nothing since. Could you please chase it for me?  Thank you!