Hoseasons holiday insurance scam?

DanniMarie

So... we booked a holiday with hoseasons and decided not to add holiday insurance. I got a phone call yesterday from a man just checking details then said he had noticed I hadn't added the holiday insurance on but what he would do was add it on the booking and then send me the information and I had 14 days to call up and take it back off. I asked him what it was for and he said to cover any damage we make to the lodge, if we spill red wine on the sofa or break the hot tub etc. I told him not to add the insurance on but to send me the details, and I would call and add it if I felt it was appropriate. He then told me that the lodges were near enough brand new so if anything was damaged they park would look for payment for a new replacement and that could be quite expensive. I, again, said that he could send me the information and I would get back in touch if I wanted it. He sent me an email that had no policy wording etc and no details of excess. I emailed back and asked what the excess was and he said "these would depend on the severity of the damage".

I have emailed him back, and told him that I would like his complaints procedure as this stinks of misselling, and commented on the similarities between this and the PPI scandal.

The purpose of this post

DanniMarie

I accidentally pressed submit! And now it won't let me edit.

The purpose of this post is to ask whether this would constitute misselling? And whether I should follow this up? They will not provide me with the complaints procedure and I'm not comfortable with these sales tactics.

Quentin

You look to have been the victim of an over zealous salesman!


They will have an address to write in with complaints or email -maybe a facebook page - try Google.


You cannot be expected to buy insurance without seeing what you are buying!

DanniMarie

After telling him several times that I didn't want it adding on until I read details he finally understood and didn't add it on so I didn't pay for anything. I messaged them on Facebook and they aren't bothered. I have sold insurance so know what can and cannot be done, I'm just concerned that this might be standard practice and a lot of people might be ripped off.

The Facebook message they sent me basically said that there was a limited time to add this on so the guy who rang me was just trying to help. I booked the break in December and we don't go until May so I'm not sure what "limited time" means.

ThinkingOutLoud_2

This does sound like a sales call that is a million miles from compliant - threatening almost and unwilling to divulge basic policy information be that benefits or exclusions in a clear way.

Hoseasons appear to have form for this kind of thing - using opt out being a past approach.
https://conversation.which.co.uk/travel-leisure/travel-insurance-automatic-opt-in-booking-holiday/

I guess the question is if this is one rogue salesman or the culture Hoseasons nurture?

DanniMarie

Hi, thank you for replying.
It is no longer an opt out, which means I consciously made the decision not to opt in. So they have tried forcing an insurance on me that they know I didn't want. I would be interested to know how many people don't argue with them on the phone like I did as they seemed very insistent to add it on. I also wonder how many people remember to take it back off again within the 14 days. I know that it could be deemed as not a lot of money to some people. But if they successfully pull this stunt on 100 people a week then it is a substantial amount of money for doing something unethical and non compliant.

sheramber

From the Booking Conditions and while it refers to problems with a booking it provides contact address

f you still feel that the problem has not been
dealt with to your satisfaction, you must put
your complaint in writing to us within 28 days
of returning from your stay, quoting the original
booking reference and giving all relevant
information. Send your letter to our office at
Sunway House, Raglan Road, Lowestoft, NR32
2LW, marked for the attention of the Customer
Relations Department. Or you can send an
email to CustomerCare@hoseasons.co.uk.