Travel Insurance - Do NOT use Leisure Guard!!

Leisure_Guard

coronalsection said:

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!

Thank you for your note. Apologies you have not heard back. I will raise with Iain and ensure you get communicated with on Monday.
Apologies again for the inconvenience.
Have a lovely weekend.

roland_

Hi @Leisure_Guard
I have since received a response from Rock regarding my complaint who informed me Allianz would review my claim. I have today received a response from Allianz, yet again informing me that I am not covered, with a stock answer that the adviser did not even change the name in email signature line from. Again, I point out that I booked pre the March 13th date, when Leisure Guard Travel was clearly advertising on it's website that it does cover Covid 19. I've pasted the email below with some details redacted. This service is frankly disgusting and the amount of people involved in it who seem to be unable to coordinate at all is ridiculous.

At this point I am escalating the complaint with Rock, and I am looking to start making this more visible across social media, moneysavingexpert as well as raising with the financial ombudsman.

Re: Travel Insurance Claim AB123456

 

Thank you for your recent communications.

 

May I refer you to your policy under cancellation where you will note it states the following:-

 

We will pay you up to the amount shown in the summary of cover for the unused portion of your travel and accommodation costs that you have paid or

contracted to pay and you suffer a financial loss because you cannot get a full refund if you cancel before the start of your trip or cut your trip short and

return home early during the period of insurance because of the following:

1. the death, bodily injury, illness or being subject to quarantine of you, a close relative or any person you have arranged to travel or stay with during your trip; or

2. you being called for jury service or as a witness in a court of law (but not as an expert witness or where your employment would normally require you to attend court); or

3. your redundancy, provided that you were working at your current place of employment for a minimum of 2 continuous years and that you were not aware of any impending redundancy at the time this policy was issued or the trip was booked; or

4. your home being made uninhabitable due to accidental damage, burglary, flooding or fire;

5. the police requesting your presence following burglary or attempted burglary at your home; or

6. your passport, or the passport of any person you were intending to travel with, being stolen during the 7 days before the start date of your booked

trip; or

7. you, or any person you intended to travel with, who is a member of the Armed Forces, emergency services, the nursing profession or a government employee being ordered to return to duty.

 

In view of the above, I regret to advise the insurance only provides cover if you are unable to travel due to one of these reasons and unfortunately the insurance does not provide cover for the corona virus situation.

 

I am sorry my response could not have been more favourable but please do not hesitate to contact us should you have any further queries.

 

Yours sincerely,

**Handler Name**

Travel Claims Department

Allianz Global Assistance

 

Tel: 020 8603 9958

Fax: 020 8603 0285

Email: travel.claims@allianz-assistance.co.uk

Leisure_Guard

Thank you for your feedback.
I have just raised this to be urgently reviewed by Allianz and I have reissued the statement to them that was provided by them ref Cover for Covid pre 13th March as stipulated on our website and that was stated on the MSE site.
I will be in touch and thank you for your patience.

eamullis

Hi, I am having the same nightmare with Leisureguard as everyone else, I bought a policy before 13th March specifically because it was supposed to provide cover in case of curtailment/cancellation due to FCO advisory. My holiday was curtailed part way through due to COVID-19, but in raising the claim I am dealing with Allianz who say I'm not covered. I've spent weeks calling and emailing Leisureguard to get some kind of statement that I am covered to pass on to Allianz, so far all I have is a transcript from a live chat where the Leisureguard agent assures me I am covered. Sent this to Allianz, they sent back the same stock response I have received before:

"As previously advised, unfortunately your insurance policy does not extend to provide cover for curtailment as a result of the Foreign and Commonwealth Office advice, due to the COVID 19 pandemic. Please may I refer to your insurance policy wording under the Curtailment Section which details the circumstances covered for curtailment which states:

 

‘CANCELLATION OR CURTAILMENT OF YOUR TRIP

We will pay you up to the amount shown in the summary of cover for the unused portion of your travel and accommodation costs that you have paid or contracted to pay and you suffer a financial loss because you cannot get a full refund if you cancel before the start of your trip or cut your trip short and return home early during the period of insurance because of the following:

1. the death, bodily injury, illness or being subject to quarantine of you, a close relative or any person you have arranged to travel or stay with during your trip; or

2. you being called for jury service or as a witness in a court of law (but not as an expert witness or where your employment would normally require you to attend court); or

3. your redundancy, provided that you were working at your current place of employment for a minimum of 2 continuous years and that you were not aware of any impending redundancy at the time this policy was issued or the trip was booked; or

4. your home being made uninhabitable due to accidental damage, burglary, flooding or fire;

5. the police requesting your presence following burglary or attempted burglary at your home; or

6. your passport, or the passport of any person you were intending to travel with, being stolen during the 7 days before the start date of your booked trip; or

7. you, or any person you intended to travel with, who is a member of the Armed Forces, emergency services, the nursing profession or a government employee being ordered to return to duty.’

If leisureguard are selling insurance that states I am covered, and agreeing with me when I speak to them that I am covered, why is this not being pass on to Allianz?! Any help is appreciated.

eamullis

eamullis said:

Hi, I am having the same nightmare with Leisureguard as everyone else, I bought a policy before 13th March specifically because it was supposed to provide cover in case of curtailment/cancellation due to FCO advisory. My holiday was curtailed part way through due to COVID-19, but in raising the claim I am dealing with Allianz who say I'm not covered. I've spent weeks calling and emailing Leisureguard to get some kind of statement that I am covered to pass on to Allianz, so far all I have is a transcript from a live chat where the Leisureguard agent assures me I am covered. Sent this to Allianz, they sent back the same stock response I have received before:

"As previously advised, unfortunately your insurance policy does not extend to provide cover for curtailment as a result of the Foreign and Commonwealth Office advice, due to the COVID 19 pandemic. Please may I refer to your insurance policy wording under the Curtailment Section which details the circumstances covered for curtailment which states:

 

‘CANCELLATION OR CURTAILMENT OF YOUR TRIP

We will pay you up to the amount shown in the summary of cover for the unused portion of your travel and accommodation costs that you have paid or contracted to pay and you suffer a financial loss because you cannot get a full refund if you cancel before the start of your trip or cut your trip short and return home early during the period of insurance because of the following:

1. the death, bodily injury, illness or being subject to quarantine of you, a close relative or any person you have arranged to travel or stay with during your trip; or

2. you being called for jury service or as a witness in a court of law (but not as an expert witness or where your employment would normally require you to attend court); or

3. your redundancy, provided that you were working at your current place of employment for a minimum of 2 continuous years and that you were not aware of any impending redundancy at the time this policy was issued or the trip was booked; or

4. your home being made uninhabitable due to accidental damage, burglary, flooding or fire;

5. the police requesting your presence following burglary or attempted burglary at your home; or

6. your passport, or the passport of any person you were intending to travel with, being stolen during the 7 days before the start date of your booked trip; or

7. you, or any person you intended to travel with, who is a member of the Armed Forces, emergency services, the nursing profession or a government employee being ordered to return to duty.’

If leisureguard are selling insurance that states I am covered, and agreeing with me when I speak to them that I am covered, why is this not being pass on to Allianz?! Any help is appreciated.

@Leisure_Guard if you can help by contacting Allianz about this that would be great, it is claim CN650856, policy number LGA16403375

Leisure_Guard

eamullis said:

eamullis said:

Hi, I am having the same nightmare with Leisureguard as everyone else, I bought a policy before 13th March specifically because it was supposed to provide cover in case of curtailment/cancellation due to FCO advisory. My holiday was curtailed part way through due to COVID-19, but in raising the claim I am dealing with Allianz who say I'm not covered. I've spent weeks calling and emailing Leisureguard to get some kind of statement that I am covered to pass on to Allianz, so far all I have is a transcript from a live chat where the Leisureguard agent assures me I am covered. Sent this to Allianz, they sent back the same stock response I have received before:

"As previously advised, unfortunately your insurance policy does not extend to provide cover for curtailment as a result of the Foreign and Commonwealth Office advice, due to the COVID 19 pandemic. Please may I refer to your insurance policy wording under the Curtailment Section which details the circumstances covered for curtailment which states:

 

‘CANCELLATION OR CURTAILMENT OF YOUR TRIP

We will pay you up to the amount shown in the summary of cover for the unused portion of your travel and accommodation costs that you have paid or contracted to pay and you suffer a financial loss because you cannot get a full refund if you cancel before the start of your trip or cut your trip short and return home early during the period of insurance because of the following:

1. the death, bodily injury, illness or being subject to quarantine of you, a close relative or any person you have arranged to travel or stay with during your trip; or

2. you being called for jury service or as a witness in a court of law (but not as an expert witness or where your employment would normally require you to attend court); or

3. your redundancy, provided that you were working at your current place of employment for a minimum of 2 continuous years and that you were not aware of any impending redundancy at the time this policy was issued or the trip was booked; or

4. your home being made uninhabitable due to accidental damage, burglary, flooding or fire;

5. the police requesting your presence following burglary or attempted burglary at your home; or

6. your passport, or the passport of any person you were intending to travel with, being stolen during the 7 days before the start date of your booked trip; or

7. you, or any person you intended to travel with, who is a member of the Armed Forces, emergency services, the nursing profession or a government employee being ordered to return to duty.’

If leisureguard are selling insurance that states I am covered, and agreeing with me when I speak to them that I am covered, why is this not being pass on to Allianz?! Any help is appreciated.

@Leisure_Guard if you can help by contacting Allianz about this that would be great, it is claim CN650856, policy number LGA16403375

Thank you for your email and absolutely we will take this up with Allianz. I can confirm cover is in place for Covid on policies purchased prior to the 13th March 2020.
Please allow me to raise this directly with Allianz Assistance who are the claims handler and rectify this for you. Someone will be in touch.
Thank you for your patience.
kind regards
Leisure Guard

eamullis

Leisure_Guard said:

Thank you for your email and absolutely we will take this up with Allianz. I can confirm cover is in place for Covid on policies purchased prior to the 13th March 2020.
Please allow me to raise this directly with Allianz Assistance who are the claims handler and rectify this for you. Someone will be in touch.
Thank you for your patience.
kind regards
Leisure Guard

@Leisure_Guard Great thank you. I can confirm I purchased the policy on 3rd March 2020. The claims handler at allianz who I have been dealing with is Katherine Paterson from the Travel Claims Department if you need to speak to them directly.

nshort

InsureandGo have been dealing with a valid claim on my travel insurance since March 16th 2020 using a company called Travel Claim Services. Has anyone actually been paid out by InsureandGo as my latest email from them says I now have to wait a further 45 days for the claim to be setted? A wait of a few weeks is acceptable, six months is diabolical.

eamullis

Leisure_Guard said:

Thank you for your email and absolutely we will take this up with Allianz. I can confirm cover is in place for Covid on policies purchased prior to the 13th March 2020.
Please allow me to raise this directly with Allianz Assistance who are the claims handler and rectify this for you. Someone will be in touch.
Thank you for your patience.
kind regards
Leisure Guard

Hi @Leisure_Guard
I haven't heard anything from yourself or Allianz about my claim (CN6508XX, policy number LGA164033XX), is there any news? Thanks

Leisure_Guard

eamullis said:

Leisure_Guard said:

Thank you for your email and absolutely we will take this up with Allianz. I can confirm cover is in place for Covid on policies purchased prior to the 13th March 2020.
Please allow me to raise this directly with Allianz Assistance who are the claims handler and rectify this for you. Someone will be in touch.
Thank you for your patience.
kind regards
Leisure Guard

Hi @Leisure_Guard
I haven't heard anything from yourself or Allianz about my claim (CN6508XX, policy number LGA164033XX), is there any news? Thanks

I will chase up the claims handler now for you.