Problems re: HolidaySafe Insurance

Quentin

Holidaysafe_Representative wrote: »

Hi Ian011,

Thanks for your feedback.

When you call our 0845 number the first thing you hear is a message explaining how much calls to this number cost, plus the local rate phone number you can call instead.

We are working on getting this information added to our websites too.

Kind regards,

Amber.

As we get preferential treatment from you (over those who aren't able to go public over complaints about your company), couldn't you give us your "standard rate" phone number by simply posting it here instead of waiting till your webmaster can make this (apparently massive) change to your website?

Holidaysafe_Representative

The local rate number is displayed across our website alongside the 0845 number - it is 01732 853 358.

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

Quentin

Holidaysafe_Representative wrote: »

The local rate number is displayed across our website alongside the 0845 number - it is 01732 853 358.

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

I don't visit your website.


You told us just 20 mins ago you were "working" on putting your office hours right on your website AND putting the local rate number on it as well.


Hence my post asking for you to use MSE!


Clearly I misunderstood what you meant. (What did you mean?)

Holidaysafe_Representative

Sorry for the confusion - we are working on adding the call cost information to our site, but it is already on our phone messages.

The local rate number is already available on the site for people to use.

I hope that makes more sense,

Amber.

Ian011

An announcement of call costs at the start of the call is too late. The caller has already incurred a full minute of Access Charge at up to 45p per minute, even if they hang up after one second.

Ofcom's reforms of non-geographic numbers come with the strapline "know the cost before you call", not "at the start of the call". The regulations were published on 12 December 2013, with an 18 month period for implementation expiring 1 July 2015 (amended from 26 June 2015).

The 0845 number will need to be gone by 26 October 2015. The FCA announced the ban on the use of premium numbers by financial services, in April 2014, and finally published the regulations last week.

Additionally, a distinct 'local rate' (a lower charge for a local call) ceased to exist in 2004. Calls to 01, 02 and 03 numbers are inclusive in call allowances else charged at 'geographic rate'.

emjmay6

I too have had problems with Holidaysafe - I have insured with them the past 3 years but their customer service seems to be now utterly shoddy. I was on hold for nearly 45 minutes and when I got through to someone she was extremely unhelpful. I took out a gadget extension for £30 last year so i could have a camera added worth £1000. Now they are saying that they will not insure a camera on gadget only phones and tablets. And for my 30 quid extra it only takes a single item from 400 to 500 so basically paying 30 for an extra 100. (and also pointless for a Mac) Pointless and a rip off. I will now go elsewhere - why is it as soon as a company gets a good reputation they stop caring about the customer? Anybody who knows of an insurance company that will insure single items and who will insure cash for Greece. Direct line will not either.

Holidaysafe_Representative

Dear emjmay6,

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

I am so sorry that you had problems contacting us, and that you are dissatisfied with the service you received from our customer service centre.

Unfortunately our gadget extension is only designed to cover things like mobile phones, which are not covered as standard by the policy. we provide cover for camera equipment as standard under our policies (as you have explained above).

We define a gadget as "mobile phones, I-pods, I-pads, tablet computers, e-readers, MP3 players, satellite navigation equipment, portable cassette players, portable CD players, computer games machines, and any equipment used with them, such as CDs, games,tapes, cassettes or cartridges". Unfortunately cameras do not fall under this definition.

We could offer you a one off endorsement to add cover for your camera to the policy if you like? If you could email me directly to Holidaysafe@infinityinsurance.co.uk I could get a quotation arranged for you. If you can also send me details of the time you called us and the number you called from (e.g. your land line) I can refer to our customer service manager for on-going training purposes.

I also wanted to make sure you were aware that we are offering every customer £500 cash cover per person if they are travelling to Greece before the end of August, no matter which policy they purchase.

Once again I sincerely apologise for any inconvenience caused, and hopefully we can prove to you that we do greatly appreciate returning customers such as yourself.

I look forward to hearing from you.

Kind regards,

Amber.

rs65

emjmay6 wrote: »

Anybody who knows of an insurance company that will insure single items and who will insure cash for Greece. Direct line will not either.

Do you have cover on your home insurance?

dacouch

rs65 wrote: »

Do you have cover on your home insurance?

and do your Home Insurers have a 45 minute wait on hold before you can talk to them

JoeLivingston

Hi,


We have also had a terrible experience with Holidaysafe / travel claims facilities.


I would STRONGLY recommend that you DON'T use them.


Please can Money Saving expert's website remove all mention of them (reasons below)?


Main complaints we have had:


1. It is virtually impossible to contact the company (I got through twice in about 30 attempts). Once they have your money there are numerous phone numbers - none of which get passed a "the destination number is not accepting calls". Imagine if you were on holiday and needed their help? It would be impossible.


2. They want all correspondence via email. Yet when I emailed them the claims form (and 2 separate emails with the holiday booking info) they say they have NO record of it. This same problem happened 3 times and I ended up having to make numerous phone calls before I was able to speak to someone to help.
I work in IT so I know it was not a problem with my computer - I also got an automatic acknowledgement email so I know it arrived!


Today we got an email saying our claim has been rejected (which is not correct) so I have no option but to waste more time trying to go through their complaints department before I will end up going to the Insurance Ombudsman.


I notice from these emails that "Amber from Holiday safe" regularly responds back. If her company is serious and cares about their reputation I would like to know why their "phone problems" are still as bad today as when first reported (over a month ago by me and no doubt longer by others). I called a minute ago to get a recorded message saying "The offices are now closed" - it's 11:11am on Wednesday...


Cheers,
Joe