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  • FIRST POST
    imiali
    INSURE & GO - wriggling out of claims
    • #1
    • 30th Dec 08, 11:27 AM
    INSURE & GO - wriggling out of claims 30th Dec 08 at 11:27 AM
    hey there. was wondering if anyone else has had problems with Insure and Go.....

    They are refusing my claim on the basis I left my bag "unattended"

    Unattended - When you cannot see and are not close enough to your property or vehicle to prevent unauthorised interference or theft of your property or vehicle

    I honestly answered their questions and said that the bag was not in my line of vision as I was trying to buy a tram ticket in Czech, which I have never done before!! even though the bag was next to me, but "slightly behind me" they are saying that I left the bag unattended.

    Wondering if anyone has any advice for me?

    Many thanks
Page 3
  • heleneunice
    Insure and Go wriggling out of claims
    I have used Insure & Go for years but never made a claim. When our passports were stolen from a Dublin hotel room we immediately reported it to the theft to the local police but Insure & Go are insisting that we reported the theft after we returned home despite the police report clearly naming the local Garda station and dated on the last day of our holiday. I have tried to point out to them that there are no Garda stations here in England but to no use. I am scared as this policy was taken to cover our next trip abroad and I feel that we will be traveling with a worthless travel insurance policy. What a waste of money !
    Last edited by heleneunice; 12-02-2014 at 9:18 PM. Reason: to be more accurate
    • dacouch
    • By dacouch 12th Feb 14, 9:24 PM
    • 20,607 Posts
    • 12,767 Thanks
    dacouch
    Send them a letter headed "Official Complaint" keep it concise and polite, they obliged to properly investigate the matter and report back to you within eight weeks.
    • rs65
    • By rs65 12th Feb 14, 9:31 PM
    • 5,358 Posts
    • 2,556 Thanks
    rs65
    Quote their FAQs back to them

    You should report any loss or thefts of passports to the local police in the country you are in as soon as possible. You will need the crime reference details they provide for the LS01 (which is the Lost or Stolen Passport Notification) form. You should also report the loss or theft to the UK Foreign and Commonwealth Office (FCO) embassy, consulate or high commission of the country you are in. You can get details of your local FCO office wherever you are by calling +44 (0)20 7008 1500 (0870 606 0290 within the UK) or by visiting the FCO website. The FCO will issue you with replacement travel documents so you can travel back to the UK.
  • bilbobaggins53
    Insure and Go wasters
    I had a claim September 2013 after a trip to Mexicao. My daughter lost her purse with spending money on the plane. She found it missing after reaching Cancun airport. We told Insure & Go all the details of when & where the loss took place, and who we told at Virgin at the start of the claim. (Her purse was in a bag in the overhead locker) They kept asking for letters and statements from the airline etc. for months.

    What realy wound me up was a letter from Insure & Go, 8 months after making the claim, saying that they would not pay out because my daughter didn't have the money on her at the time of loss.

    If they read the claim in the first place they should have rejected it straight away and stopped wasting my time.

    Ok, so next time perhaps we should get money belts, and a large roll of bubble wrap to prevent injury, but I know for sure Insure & Go wont be getting my families business in future. Are there any decent holiday insurance companies or is that an oxymoron?
    • Voyager2002
    • By Voyager2002 11th Aug 14, 3:56 PM
    • 12,515 Posts
    • 8,552 Thanks
    Voyager2002
    Took Platinum insurance for worldwide for myself and wife Flight fromBrazil arrived late in Amsterdam,missed the flight from there to Birminghamand had to pay over 600.00 euros for my wife and I to get home as KLM would not allow a change of flight.
    Had no option but yo buy the tickets as needed to get home urgently. The guy at KLM asked if I had insurance and I said yes a Platinum one,he said well you will get it refunded. Called insure and go and guess what? not covered oh no we do not cover you for that. What a waste of space and money a complete rip off, well the policy is not at all clear on this and is obiously designed to be like that. This company should be stopped from trading they are typical of many Briish Insurance companies that want to take your money but never pay a claim.
    I am issuing a county court summons against them even if I loose I hope the judge will comment on their lack of clarity and it gets into the papers.If it saves just one other person from losing out with them it will have been worth it. DO NOT TOUCH THEM WITH A BARGE POLL.
    Originally posted by tbfrance
    No insurer in the country would pay out in that situation.
    • silvergirl14
    • By silvergirl14 23rd Jan 15, 11:27 AM
    • 13 Posts
    • 14 Thanks
    silvergirl14
    Travel Claims/Insure & Go
    2015. Had hospital treatment in France November 2014 insured under Travel Claims Ltd.
    They are using irrelevant questions to delay any further discussion. They have been by turn aggressive and pushy. Now they are just being obstructive.
    If it wasn't a claim in good faith I'd give up. But this has made me more determined.

    However, to be fair, they have settled (cheque received today) as we discounted a trifling amount for travel re-book fee, and agreed that the proof of an extra length of stay was not proven.
    Last edited by silvergirl14; 29-01-2015 at 11:39 AM. Reason: Claim now settled.
    • losgiganteskid
    • By losgiganteskid 23rd Jan 15, 2:42 PM
    • 937 Posts
    • 273 Thanks
    losgiganteskid
    Yes Silvergirl you only need to read back posts on this thread to see that the claims handlers for Insure & Go are very poor at handling claims - their knowledge of the policy wording is dire. One can only conclude that Insure & Go are happy and content that these claims handlers (if indeed you can call them that) continue to bring the name of Insure & Go on an ever downward customer satisfaction spiral - you can imaging the quarterly meetings between the management of Insure & Go and Travel Claim Services Ltd


    "Good to see you again - please be seated and help yourself to a digestive biscuit"


    "Thank you very much - don't mind if I do"


    "Now then how many claims have you had in this quarter ?"


    "Several hundred - but don't worry - we rejected the majority, others we have put "on hold" in the hope the policyholder will get fed up of waiting and go away and the rest we managed to tell the policyholder that there was no cover because they failed to take note of some of the small print - you know the print I mean - even if you could read it you wouldn't be able to understand it. That leaves 8 claims outstanding which by the time we had reduced the value of the claim they seemed to fall within the policy excess - so luckily we didn't have to make any payment - Didn't we do well ?"


    "That seems to be an excellent result - well done Travel Claim Services - have another digestive"
    • Franparis
    • By Franparis 1st Feb 16, 11:52 AM
    • 1 Posts
    • 0 Thanks
    Franparis
    INSURE & GO - never again
    I agree with your comments - "DO NOT TOUCH THEM WITH A BARGE POLL".
    I had worldwide insurance, and spent 5 months emailing, calling (no answers) and sending registered post for a claim on a cancelled Eurostar (and having to buy a plane ticket to get to destination in time). They mess you about and are clearly making it very difficult for anyone to make claims...I am sure that most people give up, exhausted by the effort of it and disgusted with the lack of good will. In the end I got 50 out of them which was by no means compensation for the cost of my travel, but also for the time and money I spent trying to process my claim. One thing I am glad about is that I didn't have a more serious problem far from home! So if you want to feel confident in your travel insurance... look elsewhere than Insure & Go.
    • DCFC79
    • By DCFC79 1st Feb 16, 1:05 PM
    • 32,923 Posts
    • 20,736 Thanks
    DCFC79
    I agree with your comments - "DO NOT TOUCH THEM WITH A BARGE POLL".
    I had worldwide insurance, and spent 5 months emailing, calling (no answers) and sending registered post for a claim on a cancelled Eurostar (and having to buy a plane ticket to get to destination in time). They mess you about and are clearly making it very difficult for anyone to make claims...I am sure that most people give up, exhausted by the effort of it and disgusted with the lack of good will. In the end I got 50 out of them which was by no means compensation for the cost of my travel, but also for the time and money I spent trying to process my claim. One thing I am glad about is that I didn't have a more serious problem far from home! So if you want to feel confident in your travel insurance... look elsewhere than Insure & Go.
    Originally posted by Franparis

    Have used Insure and go before but haven't yet had to make a claim.
    • losgiganteskid
    • By losgiganteskid 1st Feb 16, 2:32 PM
    • 937 Posts
    • 273 Thanks
    losgiganteskid
    Have used Insure and go before but haven't yet had to make a claim.
    Originally posted by DCFC79
    - thank your lucky stars then !!
    • Telbec
    • By Telbec 6th Oct 16, 8:46 PM
    • 1 Posts
    • 0 Thanks
    Telbec
    Reading through the reviews on here, I wish I had read them before taking travel insurance with them. We were on holiday in California when my wife fell and broke her leg in 3 places. We paid the bill in full. We contacted them to ask for assistance in getting an upgrade on the flight home for my wife as she had to have her leg elevated, they agreed in principle but stated they could not give us financial assistance until we returned home. After submitting the claim, we have had to send in copious amounts of paperwork to prove we paid out, sometimes asking for them twice. After 8 weeks they have sent a cheque for only the flight, not the medical expenses nor associated costs with the credit cards due to the length of time they are taking. We even lodged a complaint and was told on 3 occasions we would be called back but heard nothing, only a letter stating it could take a further 8 weeks to resolve!
    • Michael Roche
    • By Michael Roche 6th Jul 18, 10:12 PM
    • 1 Posts
    • 0 Thanks
    Michael Roche
    Avoid....
    Con artist takes on a whole new meaning when dealing with a claim with these devious charlatans. My parents purchased holiday cover in good faith that they would deliver on what they are selling, day of the flight my fathers brother passed away. He obviously didn't travel, explained the situation to their so called insurer (more like bandit) to be told they have to supply proof of everything from not taking the flight to proof of death. They got their details as requested then no reply. Got the financial ombudsmen involved and almost a year later of back and forth they have been told insurance won't cover the loss of money as they should have informed the insurer of the health condition of my fathers brother. Firstly they didn't ask and secondly he wasn't of ill health. So unless you know the exact date everyone close to you will die and therefore won't impact your holiday then this isn't the CON for you.
    • ABC_123
    • By ABC_123 12th Aug 18, 10:16 AM
    • 5 Posts
    • 6 Thanks
    ABC_123
    Insure and Go - another unhappy customer
    Just back from holidays in Moscow. On the last day there and just 1 hour before we had to leave for the airport my teenage son (who was not feeling well on the previous day) has fainted and banged his head on the floor. Called an ambulance and he was taken to the local hospital. It took 2 hours for him to be checked out and released.
    By that time we have missed our KLM flight and it took us several days and thousands of pounds to get back (KLM wanted 3 of us to pay around 800 for each ticket in addition to what we paid several months ago when I booked the flights).
    Phoned Insure and Go and tried to claim for return flights. Was refused as have not phoned their medical emergency team before the son was taken to the hospital. I tried to argue that it was an emergency and I could not phone beforehand and also that I am not claiming for the medical expenses but just for the missed flights but they were not interested.
    Am going to complain now.
    • csgohan4
    • By csgohan4 12th Aug 18, 11:05 AM
    • 5,163 Posts
    • 3,283 Thanks
    csgohan4
    were they the cheapest on the comparison websites or just the cheapest???
    "It is prudent when shopping for something important, not to limit yourself to Pound land/Estate Agents"
    • ABC_123
    • By ABC_123 12th Aug 18, 1:29 PM
    • 5 Posts
    • 6 Thanks
    ABC_123
    They were on the comparison website (not the cheapest) and apparently had lots of 5 stars reviews...
    • dacouch
    • By dacouch 12th Aug 18, 3:13 PM
    • 20,607 Posts
    • 12,767 Thanks
    dacouch
    Make a complaint and then go to the Ombudsman if you're not happy.
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