Towergate Travel are lying to me

jamza90

I started my Travel Insurance claim with Towergate Travel in march 2020. After being hung up on 10 times before I could get through everytime, told my claim was further ahead than it was and FINALLY being told i'd been sent my money (after giving my bank account details) I STILL haven't received my money as of the 6th of July 2020.

Should I go to the financial Ombudsman? They haven't given me any kind of confirmation that the money was even sent and they hang up on me before I can even speak to anyone now. Surely this is fraudulent activity?
I paid for travel insurance but im not receiving the service I paid for, isn't this the definition of fraud?

[Deleted User]

No. It's the definition of muddled customer service. 

You say they're hanging up on you - but do you really mean you're being cut off? If you can't get through on the phone, try other channels.

But you're probably just going to need to be patient.

huckster

Towergate staff are probably mostly working from home due to Covid-19 and they are having calls re-routed through to their laptops, which may be the reason for phone call issues.
If they told you on Friday they were processing the payment, you should get it tomorrow.
This link is for their complaints process.
https://www.towergate.com/complaints

Sandtree

You cannot meaningfully go to the FOS until you have registered your complaint with the company in question and either a) you have received a final response or b) 8 weeks have passed since the complaint was registered.

You can at least start the clock by registering a complaint following the advice in the link from Huckster

Birseh_

Towergate outsourced some of their policies (travel and pre-existing to tifgroup). Just because somebody says it is not covered does not mean its true.

TLJ201

Chances are they are hoping you will go away. It's nothing new. You could give them deadlines yourself after all you are part of the deal, so call some shots yourself. You will probably find that they are hot on their social media and react quickly to reviews both on trustpilot and google, though I think the answers will be  mainly aimed at potential customers rather than you, so it doesnt guarantee your case will be resolved, but you can go back and update daily and make a nuisance of yourself . Just remember they are not your friend they are a business one that appears to be more interested in taking the money than providing the service.