Problems re: HolidaySafe Insurance

CountDrakma

Anyone know of any problems with this outfit?
Since Friday evening I must have spent well over an hour simply trying to get through to them on various numbers and times, to no avail. All I want to do is disclose some info and ask a general question. When I tried ringing this morning, during the times stated on my documents I'm given an auto message telling me the offices are closed! Some of their website links also give incorrect contact times.
If I can't get through for simple stuff it worries me in case I ever have to claim from them.

Thanks

dacouch

https://forums.moneysavingexpert.com/discussion/4044379

CountDrakma

Thanks for that dacouch.

Mmmm.... A full six days after their rep replies and they still haven't got their phones sorted out? And they couldn't send out a generic email telling all policyholders about this issue? Or place an auto message on their telephone system? (Their system managed to tell me they were closed)! And they can't even get their website contact info right in the first place?

I've emailed them anyway. I got a reply saying they'd take 5 days to respond.

And this outfit somehow got Which? awards and recommends off MSE??!!

Got the feeling I'll be going elsewhere in future.

Cheers

rs65

One of the bullet points on their contact us page says

We would like to apologise in advance for any inconvenience caused by our busy phone lines, but we will always endeavour to answer your call or query as quickly as we possibly can.

I wonder if that is a permanent fixture of that page,

CountDrakma

Didn't pick up on that rs65. I've had problems before their supposed phone issues, trying to get through. They are awful. And having read through the feedback stuff on MSE I'm seriously thinking about cancelling and taking out insurance elsewhere.

Holidaysafe_Representative

Hi there,

I have replied to your post on the Holidaysafe feedback forum, but also wanted to post here. If you can send me your contact details, I can arrange a call back for you if you would prefer?

Dear CountDrakma,

Thank you for your post, my name is Amber Howard and I am the Brand Manager for Holidaysafe.

I am so sorry you've had problems contacting us. Our phone issues have now been fixed by the provider, but we are still trying to catch up on the influx of call back requests and emails we received during this period.

If you would like to forward me the email you sent to Holidaysafe@infinityinsurance.co.uk, I can speak to our admin team and ensure it is answered as quickly as possible.

As part of this email, I would really appreciate it if you could let me know the issue you spotted with our contact us page? We recently updated the information for our peak season, so your feedback would be greatly appreciated.

Once again I am very sorry for any inconvenience caused, and I look forward to hearing from you.

Kind regards,

Amber.

CountDrakma

Hello Amber. Thanks for your response.
I'll certainly copy you into the email I sent to customeradvisor@tif-plc.co.uk. I'll include details of my info disclosure and the other query I had.
As regards my grievance with being unable to contact Holidaysafe I just wish to reiterate my experience via this open forum:
Between 7pm Friday 24th July and 10.15 Sunday 26th I'd made 14 attempts to get through, including one continuous try lasting 31 minutes. All I ever got was incessant music interspersed with the usual "your call is important to us" message. On the Sunday each attempt was met with "our offices are now closed" recordings. I'd tried both your 0845 & 01732 numbers during your stated opening times.
As I mentioned in my second post on this forum, if your phone issues were so severe or prolonged it is beyond belief that nobody at Holidaysafe had the gumption to either post a notice on your website, or post an explanatory email (or letter) to all policyholders, or change your automated phone message warning callers of issues. Advising callers that you are closed when you should be open just sends alarm bells ringing with customers.
You replied to another poster here about the same issue on 20th July Amber. Six days later Holidaysafe were still purportedly having the same issue yet no proactive move was ever made to inform folk. Although your responses on this forum are welcome they are no good in business. Holidaysafe have, and are, (judging by my and others' experiences) letting themselves down very very badly.
I have tried to locate the link advising that your offices are open from 9.00am on Sundays: curiously I can't find it now! However, others who were with me at the time can vouch they saw it! Also, during one of my attempts, one of your automated messages definitely stated a 9.00am opening time on Sundays.
Anyway, I'll leave this for now and hope there is enough criticism for Holidaysafe to take on board.
Thank you.

rs65

CountDrakma wrote: »

I have tried to locate the link advising that your offices are open from 9.00am on Sundays: curiously I can't find it now! However, others who were with me at the time can vouch they saw it!

Top right of their FAQ page

http://www.holidaysafe.co.uk/faqs/

Call 0845 658 0570

Open Mon-Fri 8AM-8PM, Sat 9AM-5PM & Sun 10AM-4PM

CountDrakma

Thanks again rs65. But the one I and others definitely saw was a separate googled info page mentioning a 9.00am Sunday opening. It's a bit academic anyway because after perusing my documents I still tried ringing well after 10am only to get the "offices closed" message.

Cheers

dacouch

CountDrakma wrote: »

Thanks again rs65. But the one I and others definitely saw was a separate googled info page mentioning a 9.00am Sunday opening. It's a bit academic anyway because after perusing my documents I still tried ringing well after 10am only to get the "offices closed" message.

Cheers

http://www.holidaysafe.co.uk/contact_us.html

Google Cache is your friend...

http://webcache.googleusercontent.com/search?q=cache:mHtCJnW7F3cJ:www.holidaysafe.co.uk/contact_us.html+&cd=2&hl=en&ct=clnk&gl=uk

For future reference, you can find an earlier image of the page you want via google. Google the page or info you want and then click on the small downward ARROW next to the link google suggests and it will give you the option to view a cache of the page.

They probably changed the page after spotting the error after reading your post.

rs65

Holidaysafe_Representative wrote: »

We recently updated the information for our peak season, so your feedback would be greatly appreciated.

Peak season so you reduce your opening hours?