Halifax Travel Insurance Urgent Attention

liquoriceleglucy

We ar ULTIMATE reward  bank acct. customers of 20+ years . Retired with daughter living in Melbourne & Son in Auckland.   With Covid restrictions we did not renew ‘extended duration or excess waiver’ as lockdown did not permit travel.  On the premise that it would soon . I spent hours to get thru to Halifax Travel reinstated medical cover. But no holidays planned due to restrictions we did not do excess or Duration extension. ‘Told when you book, call us we can arrange’ ( 15/9/21)  
Since ,  we booked cruise and a holiday this week to Egypt . I have spent 15 hours + over 3 weeks on phone to   Question our cover as we had online message sent to account message box … change of provider and terms!!( 27 pages)  It ‘suggests’ max 45 days it says no excess waiver .  We got a letter from Axa ( current policy). Says ring your telephone banking acct for queries. As you can see to no avail. Tried on line chat (halifax ) it directs me to ring acct line.  My policy says call Halifax Travel line.  I’ve spoken 3 times out of 15 calls each time … can’t help you . Simple question but can’t help you.  Yesterday a 2hr10 min call. Tells me his manager said ‘your contract is Axa ring this number’ while on phone to him,  I dial on my mobile the Axa number … it says ‘recorded’ WE NO LONGER DO TRAVEL INSURANCE!!!!!! He tells me try 2 other Axa numbers !!   We go away in 4 days !! Nobody helps. I went to HALIFAX BRANCH &  SEE POSTER , see tv adverts every night , saying WE ARE HERE For  YOU … good to chat….  Here to help it’s about the PEOPLE. ….. REALLY?????? 

The Bank manager said we don’t do anything with travel insurance if you’ve done a complaint await outcome and if not happy go to OMBUDSMAN. He never asked my name or acct number!! 

Who can help us?? £17 a month for this PREMIUM BANKING SERVICE/ benefit.  Got nowhere!!!  Help any suggestions this needs Highlighting on Radio& Tv. See their ratings 1.6 out of 5     Sooo many unhappy customers! Thank you . Any advice? 

liquoriceleglucy

Simon Calder travel expert … can you help this travel insurance/ high st bank problem please ???

jimjames

liquoriceleglucy said:

Simon Calder travel expert … can you help this travel insurance/ high st bank problem please ???

I don't think Simon Calder is a resident poster on the forum but it would be much, much easier for anyone to reply if you can actually post a clear question. I've read the block of text and still am no clearer what you are wanting.

We have the inclusive travel insurance with Nationwide bank accounts and can pay an additional premium to have an existing medical issue covered.

Caz3121

liquoriceleglucy said:

We go away in 4 days !! 

Is your cruise for more than 45 duration or is that a concern for possible future trips? (you may find it better to get insurance elsewhere and cancel the 'rewards' unless you get use of the other benefits from it)
Is there something in the policy documents from the new provider that makes you think you will not be covered for your upcoming trip?

CKhalvashi

I too can't work out what you're asking.

https://www.halifax.co.uk/bankaccounts/current-accounts/ultimate-reward-current-account.html

This link contains details of the travel insurance offering, and also says the following:

[QUOTE]If you have any questions about your cover please call 0345 124 1400. Lines are open from Monday to Saturday 8am to 8pm, and Sunday 9am to 5pm.[/QUOTE]

I'd suggest that this will be the place to start.

sheramber

We go away in 4 days 

Hopefully the OP sorted out cover and is currently enjoying their holiday.