Buying Travel Insurance With Trip.com

rafhelp

born_again said:

rafhelp said:

eskbanker said:

I'm sure I've seen insurance policies before where there's a one-size-fits-all policy document but a separate schedule that clarifies exactly which of its sections apply or are excepted, is there perhaps something like that at play here?

'Cancellation Cover' For a Flight is Not equalt to 'Travel Insurance'

They sold me travel insurance.

They sent me documents (Terms document, policy wording) for travel insurance.

They then refused to give me a straight answer to my enquiry about it (because of dates not covering trip duration) until I mentioned I would take this to Trading Standards or Resolver.  Once I mentioned those, I got a straight answer within a few minutes, with all the info I had asked for.  My enquiry was not unreasonable, in the end i had to go buy proper travel insurance elsewhere...

I will not be buying travel insurance add ons with Trip in future.

Resolver is nothing but a 3rd party company that forward your complaint to the company involved. They do nothing more than that. They have no powers to resolve a complaint or take it any further.

Not sure it would drop under T/C given insurance is a regulated product. 
Would drop under PRA/FCA/FOS.

Yes but I would have contacted Resolver to get a refund for the mis-sold travel insurance.  In any case it worked, as it finally made them take my enquiry seriously, before this they were just passing me around their support team and fobbing me off to Axa.

My conclusion from this:

• Their customer service sucks
• Their customer service lack training for some of the products they are selling
• They dont know what they are doing (even now) with insurance products.
• They definitely sold me actual travel insurance - according to their checkout pages, the invoice, the policy documents sent, even Axa said it was actual full travel insurance which covered stuff like medical expenses abroad.
• The manager finalised by saying they sold me trip cancellation cover and gave a refund.  

I think maybe their complete travel insurance was maybe composed of two parts, 1 - Trip cancellation cover and 2- Travel Insurance and they did issue the cancellation cover policy but did not issue the travel insurance.  But still this would be something THEY should be aware of.

For me this was important to sort out because... in the end they said I wasnt covered abroad, which meant I had to go buy additional travel insurance elsewhere, so its good i checked this well before travel time.  Secondly on my last trip I had issues with dates with a Skypark Airport Parking, where because of a technical issue in browser/cookies wrong start date was booked and I had to pay extra for parking on the day because they said well I should have checked the dates in the email confirmation they had sent me.

born_again

rafhelp said:

born_again said:

rafhelp said:

eskbanker said:

I'm sure I've seen insurance policies before where there's a one-size-fits-all policy document but a separate schedule that clarifies exactly which of its sections apply or are excepted, is there perhaps something like that at play here?

'Cancellation Cover' For a Flight is Not equalt to 'Travel Insurance'

They sold me travel insurance.

They sent me documents (Terms document, policy wording) for travel insurance.

They then refused to give me a straight answer to my enquiry about it (because of dates not covering trip duration) until I mentioned I would take this to Trading Standards or Resolver.  Once I mentioned those, I got a straight answer within a few minutes, with all the info I had asked for.  My enquiry was not unreasonable, in the end i had to go buy proper travel insurance elsewhere...

I will not be buying travel insurance add ons with Trip in future.

Resolver is nothing but a 3rd party company that forward your complaint to the company involved. They do nothing more than that. They have no powers to resolve a complaint or take it any further.

Not sure it would drop under T/C given insurance is a regulated product. 
Would drop under PRA/FCA/FOS.

Yes but I would have contacted Resolver to get a refund for the mis-sold travel insurance.  In any case it worked, as it finally made them take my enquiry seriously, before this they were just passing me around their support team and fobbing me off to Axa.

My conclusion from this:

• Their customer service sucks
• Their customer service lack training for some of the products they are selling
• They dont know what they are doing (even now) with insurance products.
• They definitely sold me actual travel insurance - according to their checkout pages, the invoice, the policy documents sent, even Axa said it was actual full travel insurance which covered stuff like medical expenses abroad.
• The manager finalised by saying they sold me trip cancellation cover and gave a refund.  

I think maybe their complete travel insurance was maybe composed of two parts, 1 - Trip cancellation cover and 2- Travel Insurance and they did issue the cancellation cover policy but did not issue the travel insurance.  But still this would be something THEY should be aware of.

For me this was important to sort out because... in the end they said I wasnt covered abroad, which meant I had to go buy additional travel insurance elsewhere, so its good i checked this well before travel time.  Secondly on my last trip I had issues with dates with a Skypark Airport Parking, where because of a technical issue in browser/cookies wrong start date was booked and I had to pay extra for parking on the day because they said well I should have checked the dates in the email confirmation they had sent me.

Resolver can not get you a refund.
Only the company you are complaining against can refund you. Which you can do direct to the company.

https://www.resolver.co.uk/how-to-complain-about-a-company

If a company hasn't replied

It’s always worth chasing them up via Resolver. Be aware that some companies are better than others at getting back to you. Since we don’t act on your behalf, we can’t chase them up for you – but you can do this easily using us.

If a company says it “doesn’t recognise” your Resolver email address, drop it an email from your personal address (whichever address you signed up to their service with). Copy in (cc) your Resolver email address, telling the company that you want it to copy your Resolver address in to all further correspondence.