Problems re: HolidaySafe Insurance

Holidaysafe_Representative

Hi Joe,

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

I am really sorry that you are so dissatisfied by the service you have received from us.

Unfortunately we moved offices over the Bank Holiday weekend, and although everything was working fine until Monday morning, we have since been experiencing serious phone and email issues. I can only apologise for these problems, and assure you that we are working around the clock to the get the issue resolved with our provider.

To save you trying to contact our complaints department, if you could email me directly to Holidaysafe@infinityinsurance.co.uk I can pass this on for you.

Once again I am very sorry for any and all inconvenience caused.

Kind regards,

Amber.

seosie

Hi, I'm soo sorry I didn't read all of these previous posts on Holiday Safe Insurance Co otherwise I would not have paid them 318 for a multi trip EU policy which I have now cancelled for the following reasons:


1. I tried all of the Holidaysafe contact telephone numbers, including the 24hr emergency number and none of these was unobtainable.


2. The Conditions and Exclusions section on page 15 of the policy document includes the following statement:


'Any trip within your country of less than 3 days duration or any trip anywhere of more than 24 hours duration' (this means no trip anywhere longer than 1 day is covered!!! )


As both of the above are totally unacceptable I cancelled my policy and demanded refund my money within the 14 day cooling off period!


Why is Martin Lewis promoting this company and I intend to notify the Insurance Ombudsman forthwith!!

tomtontom

seosie wrote: »

Hi, I'm soo sorry I didn't read all of these previous posts on Holiday Safe Insurance Co otherwise I would not have paid them 318 for a multi trip EU policy which I have now cancelled for the following reasons:


1. I tried all of the Holidaysafe contact telephone numbers, including the 24hr emergency number and none of these was unobtainable.


2. The Conditions and Exclusions section on page 15 of the policy document includes the following statement:


'Any trip within your country of less than 3 days duration or any trip anywhere of more than 24 hours duration' (this means no trip anywhere longer than 1 day is covered!!! )


As both of the above are totally unacceptable I cancelled my policy and demanded refund my money within the 14 day cooling off period!


Why is Martin Lewis promoting this company and I intend to notify the Insurance Ombudsman forthwith!!

It says 24 days!

foxtrotoscar_2

seosie wrote: »

Hi, I'm soo sorry I didn't read all of these previous posts on Holiday Safe Insurance Co otherwise I would not have paid them 318 for a multi trip EU policy which I have now cancelled for the following reasons:


1. I tried all of the Holidaysafe contact telephone numbers, including the 24hr emergency number and none of these was unobtainable.


2. The Conditions and Exclusions section on page 15 of the policy document includes the following statement:


'Any trip within your country of less than 3 days duration or any trip anywhere of more than 24 hours duration' (this means no trip anywhere longer than 1 day is covered!!! )


As both of the above are totally unacceptable I cancelled my policy and demanded refund my money within the 14 day cooling off period!


Why is Martin Lewis promoting this company and I intend to notify the Insurance Ombudsman forthwith!!

1 None of them were unobtainable, so that's great.
2 As already pointed out it's 24 days not 24 hours.

Holidaysafe_Representative

Hi seosie,

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

I am really sorry that you were dissatisfied with your Holidaysafe policy, and that you had problems contacting us.

However, I would like to point out that the policy wording actually reads "Any trip within your home country of less than 3 days duration or any trip anywhere of more than 24 days duration." That is because our Lite Multi Trip policy only covers trips of 24 days or less.

I completely understand your concerns, and as previously explained we are working around the clock to get our phone issues resolved. We know these issues are completely unacceptable, and we are working with our provider to ensure they do not occur again.

I can only offer a sincere apology, and I am genuinely sorry that you didn't feel confident proceeding with your Holidaysafe policy.

If you have any other questions or queries please do not hesitate to contact me directly via Holidaysafe@infinityinsurance.co.uk.

Kind regards,

Amber.

dacouch

Holidaysafe_Representative wrote: »

Hi Joe,


Unfortunately we moved offices over the Bank Holiday weekend, and although everything was working fine until Monday morning, we have since been experiencing serious phone and email issues. I can only apologise for these problems, and assure you that we are working around the clock to the get the issue resolved with our provider.

caused.

Kind regards,

Amber.

I would lay good money that Joe will return and reply that in fact he was experiencing the same problems getting through on the phone before the bank holiday weekend...

JoeLivingston

Hi Amber


Thanks for getting back to me. The issues I have experienced with your company are nothing to do with your move over the Bank Holiday weekend.


To be honest, the fact that I was not able to contact Travel Claims today was from my experience "the norm" and although extremely frustrating I was not surprised at all.


My problems trying to contact tif-plc/holidaysafe go back to 11th August when it was not possible to get hold of anyone in the Claims department. The issue with my emails being "lost" from the [EMAIL="claims@tif-plc.co.uk"]claims@tif-plc.co.uk[/EMAIL] mailbox was also in August.


If you really want to get better reviews I would recommend that every day, you try to act like a Customer and attempt to call your company's claims line to see what your experience is like


Cheers,
Joe

dacouch

JoeLivingston wrote: »

Hi Amber


Thanks for getting back to me. The issues I have experienced with your company are nothing to do with your move over the Bank Holiday weekend.


To be honest, the fact that I was not able to contact Travel Claims today was from my experience "the norm" and although extremely frustrating I was not surprised at all.


My problems trying to contact tif-plc/holidaysafe go back to 11th August when it was not possible to get hold of anyone in the Claims department. The issue with my emails being "lost" from the [EMAIL="claims@tif-plc.co.uk"]claims@tif-plc.co.uk[/EMAIL] mailbox was also in August.


If you really want to get better reviews I would recommend that every day, you try to act like a Customer and attempt to call your company's claims line to see what your experience is like


Cheers,
Joe

dacouch wrote: »

I would lay good money that Joe will return and reply that in fact he was experiencing the same problems getting through on the phone before the bank holiday weekend...

The good news is I bet big on this result.

The bad news was it was such a foregone conclusion that the odd's I secured were very very short so only a very small profit.

The problems with their phones have been going on through the summer.

https://forums.moneysavingexpert.com/discussion/comment/69014326#Comment_69014326

https://forums.moneysavingexpert.com/discussion/5294132

https://forums.moneysavingexpert.com/discussion/comment/68876251#Comment_68876251

The problems with their phones are always spun to pretend they're a one off problem with their phone system just affecting the last couple of days.

They're just trying to save money by not employing enough staff, that's the ultimate reason irrespective of what spin Amber tries to polish the proverbial with

Holidaysafe_Representative

We would like to apologise to all customers who have experienced problems contacting us in recent weeks.

At the end of July we began to experience higher than expected call volumes, which put pressure on our telecoms system.

We had already decided to move offices to enable us to increase the number of phone lines and also to house the increase in staff numbers required to cope with the increased demand for our products.

The move to the new offices took place during the Bank Holiday Weekend and was planned to create the minimum amount of disruption to our customers. The telephone lines were working perfectly throughout the holiday period.

Unfortunately, on Tuesday we experienced a breakdown in the external broadband fibre network which meant that we were unable to receive telephone calls or e-mails for the whole day, and this has continued into today.

Limited connectivity was restored on Wednesday afternoon, and we are running at 80% capacity today. We are hoping that full service will be restored later today.
Naturally we are disappointed that the hard work carried out by the staff to ensure a seamless transition to our new offices has been marred by a situation outside of our control.

We want to reassure all our customers that we are here, and we are working, and we would ask you to please be patient whilst we seek a solution to this problem.

If you do need to contact us urgently please visit our website and click the ‘Live Chat’ button and we will try and deal with your query. (This is available between the hours of 9am-5pm).

Once again please be assured that this is only a temporary issue, and we thank you for your patience.

Your business is important to us, and we sincerely apologise for any inconvenience caused.

dacouch

Utmost Good Faith are three very important words when it comes to insurance.