Leisure Guard Travel Insurance (Rock) does not respond to a formal complaint

watervole

I emailed Leisure Guard, an insurer recommended by MSE, on April 22 2020 at the address given on their site and on the MSE Forum. What sort of a company simply ignores a formal complaint? Don't they have a process? What can I do? What is the point of having insurance if they never honour it?

mattyprice4004

They may never have received the email - I'd write a formal complaint, and obtain proof of postage. 

Leisure_Guard

watervole said:

I emailed Leisure Guard, an insurer recommended by MSE, on April 22 2020 at the address given on their site and on the MSE Forum. What sort of a company simply ignores a formal complaint? Don't they have a process? What can I do? What is the point of having insurance if they never honour it?

Thank you for your message.
Please may you confirm when you sent your letter and to which address? We log all complaints as part of our complaints and compliance processes. 
We have also today received your email and I can confirm this has been forwarded to the complaints dept for review and they will be in contact in due course.

Thank you 

watervole

They have at last responded, not to say they never received the original, but saying 'there's a backlog' and, as above, 'can I give the date and address sent to'. The 'verified representative' of LG might save time by actually reading what I posted, as both date and email details are in the first sentence.
LG separately, as all details are there advises me to use their chat line, which I tried, but it has an hour's delay.
I have sent them the same email again, as all details are there. They may, or may not, read it and respond. I will post again next week with an update.

watervole

Mistyping (it's hot!). Second para should read:
"I emailed LG separately, again, giving all details. They have received this, and all details are there. The reply advises me to use their chat line ...."
I know all insurance companies are under great strain. That's why I waited till now for a reply to my April email.

watervole

No reply yet from Leisure Guard travel insurance complaints department. I wonder how long 'in due course' is?

watervole

Still (as at 24th September 2020) no reply to my complaint to LG. Their verified representative said (above, on 7th August) that the complaint had gone to the complaints department and would be answered 'in due course'.
I wonder, again, how long that is?

Nebulous2

Time to go to the ombudsman surely? 
The insurance company has 8 weeks to give a final response. If they don't respond within that time you can go to the financial ombudsman. 

Sledger

 I was dogged with late replies and giving vague answers prior during and after my holiday leaving me in total limbo what cover i had or did not have.  

 I am taking them to the small claims court for not giving a clear reason with substations for not honouring my claim , Failing to give me their current postal address and telephone transcripts when I took out the Policy asked several times.  So leisure Guard please respond here to the question put for the benefit of others considering using LG  to gauge your inaction due to you final 1 March 2021 last e mail  Quote "  neither Leisure Guard nor ROCK will enter into any further correspondence in this matter."

Also for the benefit of anybody considering using them look as this bullying tactic aloo sent on 1 March 2021 and to Quote.

 " refrain from further comment on the MoneySavingsExpert forum. If you continue to place comment on the forum, we will approach MoneySavingsExpert to remove your posts."   

Lets see what MSE do as I am simply stating  their inaction taken from my e mail strings.

Thrugelmir

MSE will wish to distant themselves from your ranting I suspect.