Travel insurance claim

lrlrip

I submitted a travel insurance claim almost 4 weeks ago and have absolutely no communication at all other that the generic, thanks for your claim and that I should hear in 14 days.

My policy is with AllClear and the claim has gone to Reactive Claims.  Over chat last week AllClear told me they would escalate it and to get back after 5 working days to them which was today. Today they are saying they will get in touch again and I have to get back to them in another 5 working days.

How long do I leave this?
Who should I be dealing with?
What do I do if still no reply?

Annemos

Here are my thoughts. (Not an Insurance Expert, but thinking what I would do if it was mine.)


DullGreyGuy in your previous Post suggested that you have waited long enough now for a preliminary review. 

I have just looked at one of their Policy Booklets and it says the following: (Does yours say the same?) 

================

For complaints following a claim notification If your complaint is about a claim, then we will refer you to our partner that handles our claims. Alternatively, contact details will be provided on correspondence that we or our representatives have sent you (for example, on a claim acknowledgement letter or email). 

================

Can you see any actual contact details at all on your Claim-correspondence so far?   Or is there absolutely nothing? Have you actually been given a Claim Number? 


I have just taken a look at Reactive Claims Website. Don't know if you can find anything out that way? 

https://www.reactiveclaims.com/ContactUs.aspx


EDIT.... and in the AllClear Policy Booklet is also says this..... To discuss an existing claim, or if you don’t have internet access, call the claims helpline on 01420 259 055, quoting AllClear Travel Insurance. Phone lines are open Monday to Friday 9am to 5.30pm (excluding bank holidays)


Note that if we have to complain to the Ombudsman, the Ombudsman considers the Claim Handlers to be working under Delegated Authority given to them by the Insurance Company. So a Complaint to the Claim Handler is treated the same as a Complaint to the Insurance Company.    (All Clear is merely the Seller of the Policy, so they wouldn't be answering the Complaint when it is about a Claim.)

If you cannot get anywhere in the next 5 working days. Go back on the AllClear chat and absolutely insist on being given the Complaint e-mail contact details for Reactive Claims. Then send Reactive Claims an e-mail entitled "Formal Complaint".  

I do hope you hear something. 

lrlrip

Yes our policy booklet says the same.

I have a claim number. There was an email and phone number for correspondence. When I sent the claim forms back I got an automated response. 
“Your email has been received and will be processed as quickly as possible”
”At present, responses may take up to 14 days”

I had no correspondence so on the 28th October, two weeks later, I emailed again to ask if there was any update. I got the same automated reply.

I phoned last week to be told all they could tell me is that it has been sent to the assessor but they had no idea how long it would be and couldn’t tell me anything else.

I will definitely wait until next Thursday and get back to AllClear. Unfortunately it looks like if I send another email to Reactive claims I will again get an automated reply and no response.