Reactive claims

Blutu1873

Hi, new to this so unsure if I’m posting in the right category.
Has anyone else experiencing problems getting a claim acknowledgment from reactive claims?
 I had a holiday booked with Jet2.com and took their insurance thru Rock insurance, I broke my ankle 3 weeks before departure and had to cancel.
When I contacted Rock I was passed to (un) reactive claims, I’ve sent all the relevant documents and got an automated reply saying to give them six weeks as they were inundated with claims (probably covid related) 
The six weeks has now passed and they aren’t replying to my emails and the phone lines are automated.

Any help or assistance would be greatly appreciated 

Sandtree

The only realistic thing you can do is go back to your policy book and follow the complaints process outlined in it. It almost certainly will involve a different email address/telephone number and those should be better monitored given the rules give them relatively fixed timescales in which to do things (though not as fixed as they used to be).

You could speak to Jet2.com but expect them to say they are nothing but an introducer to Rock who themselves are only a middleman and the actual insurer is someone else (I see the standalone policy is Axa but that may not be the same on yours).

Outside of that its a case of trying to find alternative ways in to one of the companies through online searches for individuals or going via posts on social media tagging the relevant companies.

Blutu1873

Also, I paid for the trip using Barclaycard, would that be a route to explore to see if they’d intervene?

Sandtree

Blutu1873 said:

Also, I paid for the trip using Barclaycard, would that be a route to explore to see if they’d intervene?

Only if the insurance itself was over £100 to trigger S75 and then its unlikely because you've got too many companies in the supply claim. 

Who does your policy book say to contact in the event of a complaint in relation to claims? The current standalone policy says to contact Axa as the insurer... if yours is the same then there are many more routes into a large company like Axa than there are small intermediaries and TPAs. 

legwork

I have been battling Reactive Claims for more than 12 months. They try every trick in the book to avoid paying out. I don’t understand how they manage to keep trading - in my case they have breached multiple regulation designed to protect consumers. Their default setting is that you are not cooperating with them - they lost my original documents. They also pretended I had failed to complete page 2 of their claim form (but they had page 1 and page 2 was on the back of page 1!!!!) - fortunately I had copies of everything including proof of submission. The hoops and obstacles they put in your path are all designed to avoid successful claims. I wish I had checked Trust Pilot before taking out this insurance. Lesson learned for me was to check Trust Pilot for any insurance purchase in future. Reactive/Rock should have it's authority removed. Consumers are being duped. They have no shame or respect for legal rights.