Staysure Travel Insurance - so hard to claim

[Deleted User]

We bought an annual multi-trip comprehensive cover policy with Staysure for our recent trip overseas. The price was very competitive but the company seems to purposely make it really difficult to claim.
1. Phonelines are not manned 'because of covid' - all calls are directed to their website.
2. There is an online claim form on their website but only for certain claims. If you want to claim for cancellations however, you need to fill in a paper form and post it to them!
3. If you want to claim for multiple sections of the policy (eg: cancellation, and lost of baggage) you have to phone a specific number, which directs you to their website.
4. I complained about them on Trustpilot, which they responded to with an email address asking me to send the claim there - I did, about 2 weeks ago, and still no reply.

I have now just submitted the claim under a different category on their online form to try and get their attention. Unlike most companies I have not received a confirmation email from them. 

[Deleted User]

If you look at the 'how to make a complaint' section - it is clear that Staysure has different insurance companies covering different aspects of its policy! https://www.staysure.co.uk/complaints/#faqSection

katejo

Deleted_User said:

We bought an annual multi-trip comprehensive cover policy with Staysure for our recent trip overseas. The price was very competitive but the company seems to purposely make it really difficult to claim.
1. Phonelines are not manned 'because of covid' - all calls are directed to their website.
2. There is an online claim form on their website but only for certain claims. If you want to claim for cancellations however, you need to fill in a paper form and post it to them!
3. If you want to claim for multiple sections of the policy (eg: cancellation, and lost of baggage) you have to phone a specific number, which directs you to their website.
4. I complained about them on Trustpilot, which they responded to with an email address asking me to send the claim there - I did, about 2 weeks ago, and still no reply.

I have now just submitted the claim under a different category on their online form to try and get their attention. Unlike most companies I have not received a confirmation email from them. 

I can't help you but sympathise. I wish that reviews of travel insurers were more based on ease of claim than buying the product. I was considering trying them now that Insure & Go is no longer available but perhaps not. 

Sandtree

Deleted_User said:
The price was very competitive

Are you working out now how they manage to be so competitive?  Unfortunately when everyone buys on price you find call centres get slashed, process automation is introduced but that's expensive so its done in pieces etc. 

The resolution needs to be via the complaints process 

[Deleted User]

Update - 

I'd sent an email to contact@erv.co.uk as listed on their webpage after my first post (6 days ago). Still no reply.
No contact at all regarding my previous claim submissions either.

https://www.staysure.co.uk/addresses/

Complaints related to Staysure travel insurance claims (including expat travel insurance)	The Managing Director ERGO Travel Insurance Services Limited, Afon House, Worthing Road, Horsham, West Sussex RH12 1TL Email: contact@erv.co.uk

outwood1

Hi Deleted_User,

Did you manage to get this resolved? I had similar problems, going round in circles with no one able to give any useful info. I found calling helped me find out what the position was, and whether the paperwork was complete, but still it took over 6 weeks to get the refund, and quite a lot of money to be worrying about. The claim was only registered a month after I submitted it. They have a panel of 3 loss adjustors so raising queries to Staysure/ Ergo won't help. 

I think overall they are very poor, katejo is right that we should be able to see reviews based on claims rather than sales - I was just doing a search here on Staysure (Ergo Travel) as I'm concerned that they've breached GDPR in the handling of my claim. 

I won't be using them again and would strongly recommend anyone considering them to go elsewhere.  

katejo

outwood1 said:

Hi Deleted_User,

Did you manage to get this resolved? I had similar problems, going round in circles with no one able to give any useful info. I found calling helped me find out what the position was, and whether the paperwork was complete, but still it took over 6 weeks to get the refund, and quite a lot of money to be worrying about. The claim was only registered a month after I submitted it. They have a panel of 3 loss adjustors so raising queries to Staysure/ Ergo won't help. 

I think overall they are very poor, katejo is right that we should be able to see reviews based on claims rather than sales - I was just doing a search here on Staysure (Ergo Travel) as I'm concerned that they've breached GDPR in the handling of my claim. 

I won't be using them again and would strongly recommend anyone considering them to go elsewhere.  

I was reading reviews of insurers on Trustpilot again today. I didn't look at Staysure but the reviews which I read all gave their high marks based on ease of buying the policy. Virtually no mention of success of claims except for just one reviewer who gave 2 or 3 stars and explained that the insurer hadn't proved themselves enough to get more. This could only happen if a claim arose from his/her trips.