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  • FIRST POST
    • MSE Tony
    • By MSE Tony 29th Jun 12, 4:51 PM
    • 71Posts
    • 20Thanks
    MSE Tony
    HolidaySafe Travel Insurance - Your Feedback
    • #1
    • 29th Jun 12, 4:51 PM
    HolidaySafe Travel Insurance - Your Feedback 29th Jun 12 at 4:51 PM
    Hi,

    Thanks for visiting.

    We have recently added the HolidaySafe Premier travel policy to our New Travel Insurance guide.

    As this insurer is a new option - offering good cover levels - your feedback is important to us.

    Please let us know what you think.

    Have you used or contacted them, made a claim, is it is missing anything or just general feedback on the insurer.

    Hit 'Reply' to discuss or ask a question.

    Thanks.

    MSE Tony

    If you spot a rate change that we haven't already mentioned or added into articles or tips, Please send me a PM about it



    Get Martin's Free Money Saving Tips E-mail at www.moneysavingexpert.com/tips
    Last edited by MSE Tony; 04-07-2012 at 12:16 PM.
Page 14
    • sharpharp
    • By sharpharp 6th Apr 18, 2:07 PM
    • 164 Posts
    • 76 Thanks
    sharpharp
    Shame on MSE for even promoting these cowboys.

    Granted they are one of the he cheapest travel insurance providers, but has anyone tried to put in a claim or contact them?

    We've had to cancel a policy due to illness before travelling, put a claim form in at beginning of March and sent via email (as instructed by them) and received no communication whatsoever.

    I rang the Claimline after a week and no response and it took 2 days to get through by phone, then I was told the email address had changed, yet the claim form still showed the same email address I was using on the Holidaysafe website.... How on earth can a company change their claim email address and not even think to change/update their claim forms.... says it all really.

    Re-sent the claim again to the new email address, got an automated response saying they'd get back to me in 7 working days and still nothing and it's now well into April.

    The claims side is called Tif-plc or Tif-group and nobody picks up the phone or answers emails.

    It's a shame MSE didn't check out these cowboys before promoting them.

    As per the advice on my other thread in the Insurance section, I will now be contacting the governing body FOS and tell them that Holidaysafe tif-plc or Tif-group are just not fit for purpose and should not be allowed to operate.
  • Holidaysafe Representative
    Hi sharpharp,

    Thank you for your post, my name is Amber and I am the Brand Manager for Holidaysafe.

    I am so sorry to hear you've had problem with our appointed claims team - this is not the standard of service we strive to provide at Holidaysafe.

    If you can email your details to Holidaysafe@tigroup.co.uk, I can certainly chase this up for you and investigate the delays. I can also log an official complaint for you if I cannot resolve the matter to your satisfaction.

    Once again I am very sorry for any and all inconvenience caused.

    Kind regards,

    Amber
    “Official Company Representative
    I am the official company representative of Holidaysafe. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • sharpharp
    • By sharpharp 6th Apr 18, 2:22 PM
    • 164 Posts
    • 76 Thanks
    sharpharp
    Hi sharpharp,

    Thank you for your post, my name is Amber and I am the Brand Manager for Holidaysafe.

    I am so sorry to hear you've had problem with our appointed claims team - this is not the standard of service we strive to provide at Holidaysafe.

    If you can email your details to Holidaysafe@tigroup.co.uk, I can certainly chase this up for you and investigate the delays. I can also log an official complaint for you if I cannot resolve the matter to your satisfaction.

    Once again I am very sorry for any and all inconvenience caused.

    Kind regards,

    Amber
    Originally posted by Holidaysafe Representative

    Hi Amber,


    Thanks for your reply, but as mentioned, all previous emails have been completely ignored, will emailing this address Holidaysafe@tigroup.co.uk fall into another black hole as well?


    I will email you right now and will provide feedback on here on just how Holidaysafe / tif-group handle it from here.


    Regards,
  • Holidaysafe Representative
    Hi sharpharp,

    That email address delivers directly to me, so I can assure you it will be responded to. As stated above - this is not the standard of service we strive to provide, and so I will be personally investigating this with the Claims Manager once the situation is resolved for you.

    I look forward to receiving your email.

    Kind regards,

    Amber
    “Official Company Representative
    I am the official company representative of Holidaysafe. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • Holidaysafe Representative
    Hi sharpharp,

    Apologies, I've just realised that I mis-spelt the email address, it should have been holidaysafe@tifgroup.co.uk.

    My sincere apologies for the typo. I will be back in the office Monday morning.

    Kind regards,

    Amber
    Last edited by Holidaysafe Representative; 06-04-2018 at 5:25 PM.
    “Official Company Representative
    I am the official company representative of Holidaysafe. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • sharpharp
    • By sharpharp 9th Apr 18, 2:03 PM
    • 164 Posts
    • 76 Thanks
    sharpharp
    Hi sharpharp,

    Apologies, I've just realised that I mis-spelt the email address, it should have been holidaysafe@tifgroup.co.uk.

    My sincere apologies for the typo. I will be back in the office Monday morning.

    Kind regards,

    Amber
    Originally posted by Holidaysafe Representative


    I was wondering why I'd had no reply, email sent again just now
    • cathysl1
    • By cathysl1 10th Apr 18, 11:41 AM
    • 13 Posts
    • 8 Thanks
    cathysl1
    Holidaysafe Cowboys Avoid
    Totally agree with others that have commented they are a Disgraceful company and agree Shame on MSE for even promoting these cowboys.

    They maybe of the he cheapest travel insurance providers, but has anyone tried to put in a claim or contact them? Good Luck when you do.

    When my son who had bought a policy for longstay backpack and had used them for 2 years never making a claim until he was caught up in a horrible incident and for which he had no control over airport closed etc which in turn caused him to miss his connecting flight home
    a total cost of approximately £350 . They found every excuse not to pay changing the reason why they were not paying when it was challenged .

    Pay a little more and get the cover and customer service with another provider.
    You will regret it if you need to make a claim , and AMBER always has a generic answer when a complaint is online but nothing ever seems to be settled to the customers satisfaction.

    see TRUSTPILOT
  • Holidaysafe Representative
    Hi cathysl1,

    Thank you for your feedback, my name is Amber and I am the Brand Manager for Holidaysafe.

    I am so sorry to hear that your son had problems when trying to make a claim. It is really difficult for me to comment on individual cases without knowing the full details, so if you could email your son's information to holidaysafe@tifgroup.co.uk, I can investigate for you.

    I can also raise an official complaint on his behalf.

    Kind regards,

    Amber
    “Official Company Representative
    I am the official company representative of Holidaysafe. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • Oenone
    • By Oenone 24th Apr 18, 6:45 PM
    • 3 Posts
    • 1 Thanks
    Oenone
    Appalling treatment
    HolidaySafe has just wrecked my plans for a French holiday that was supposed to start in five days time. I have - HAD! - a multi-trip policy with them giving cover until October. Last week I had a routine medical which showed a slight heart murmur. My doctor scheduled a non-urgent heart scan but did not advise me to cancel my holiday. I contacted HolidaySafe, expecting to pay a top-up premium. I am shocked and horrified to find it will not continue to insure me for ANYTHING, not even a broken leg! Completely and literally not wanted on voyage! I have been tersely offered only a claim form for a cancelled holiday or a refund of the unused portion of my insurance. It will not even maintain cover for the elements that have absolutely nothing to do with a potential heart problem: travel delay, accident cover, theft of possessions, lost passport, personal liability. What the hell am I supposed to do? I might have accepted an exclusion of heart-related conditions, although this policy was taken out in good faith months ago before there was any additional medical question mark. But now I do not even have the chance of getting alternative insurance at a less than exorbitant price since I would have to own up to being refused cover and I have no chance of a medical resolution until the test results come in after the holiday. And all this for something the doctor says is probably trivial. I am not going to cancel my holiday - I am going to the wedding of my oldest and dearest friend. So I have to take the appalling risk of travelling with no cover even for basics like theft and 3rd party liability and will have to depend solely on EHIC medical cover. Scuppered for being honest with a company whose customer service (no email address provided, 40 minutes on the phone at my expense ... and that's just for starters) is appalling. Potential customers beware.
  • Holidaysafe Representative
    Dear Oenone,

    Thank you for your post, my name is Amber and I am the Brand Manager for Holidaysafe.

    I am sorry to hear that you're dissatisfied with your experience with us, and I sincerely apologise for any and all inconvenience caused.

    Unfortunately there are certain situations we simply cannot provide cover for, as it is impossible for our Underwriters to adequately access the 'risk' this change in health could pose.

    In these cases it is our policy to offer a pro-rata policy refund or holiday cancellation.

    I would stress that these procedures are standard across the entire market, but I would suggest looking at other insurers before travelling (most won't ask about your previous insurance history).

    Once again I am very sorry, and if you would like to raise an official complaint you can do so by emailing complaints@tifgroup.co.uk.

    Kind regards,

    Amber
    “Official Company Representative
    I am the official company representative of Holidaysafe. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • poggersthegreat
    • By poggersthegreat 31st May 18, 9:17 PM
    • 4 Posts
    • 1 Thanks
    poggersthegreat
    Avoid this company!!!
    My teenage daughter is on a gap year before going to university and purchased what she thought was the ideal backpackers insurance policy, underwritten by TIF. Unfortunately whilst in Cambodia she was involved in a very nasty boat accident, through no fault of her own, and suffered a broken back. Prior to this, her mobile phone had been stolen, so she asked me to coordinate medical treatment from the UK. She was taken by ambulance on a four hour trip to Phnom Penh where the clinic she was taken to demanded $400 to cover the cost of an MRI scan before they would even see her! This company have been absolutely appalling the whole way through. I had to constantly telephone them to see what was happening to my daughter. The Foreign Office sent an official from the local embassy in Phnom Penh to see my daughter and told me to get her out of there asap as it was not a good hospital. I telephoned the insurers to ask them to move her and this took many days, during which time both my daughter and husband and I were desperately worried, wondering what was going on. When I phoned the emergency helpline, I expected them to say that they would take care of everything and not to worry. Not the case. I had to phone five or six times a day to get updates. I was not kept informed at all. My daughter wished to be repatriated to the UK as she was terrified that she was going to be left paralysed and wanted the best treatment. The insurers kept stalling about making the arrangements, all the while my teenage daughter was languishing in a Cambodian clinic, alone, afraid, with a broken back!!! To cut a long story short, I ended up flying out there myself, spending thousands of pounds on flights (my daughter had to remain lying down as much as possible, meaning we had to fly business class), hotel, etc and have submitted a claim for reimbursement over a month ago. Only just had acknowledgement of my claim form. Have no idea when I am going to be reimbursed. Absolutely appalling.
  • Holidaysafe Representative
    Hi poggersthegreat,

    Thank you for your post, my name is Amber and I am the Brand Manager for Holidaysafe.

    I am so sorry to hear about your daughter's accident, and can only sincerely apologise for your experience with our appointed assistance team.

    This is not the level of service we strive to provide at Holidaysafe, so I would like to investigate your case as a matter of urgency. I will also ensure your claim is passed to a Manager and fast tracked where possible.

    To allow me to do this, can you please email the details of your daughter's policy (policy number, surname, date of birth and postcode) to Holidaysafe@tifgroup.co.uk and I will personally look into this.

    Once again I am very sorry for any inconvenience caused.

    Kind regards,

    Amber
    “Official Company Representative
    I am the official company representative of Holidaysafe. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • EpsilonVaz
    • By EpsilonVaz 20th Jun 18, 2:50 PM
    • 20 Posts
    • 3 Thanks
    EpsilonVaz
    I wish I had read this thread before I had bought travel insurance from InsuraTrip.

    I have been waiting a long time after sending out all my documents. I have tried calling, no one ever picks up the phone. They don't respond to emails.

    How a company like this hasn't been shut down by the regulator I have no idea!
    • Quentin
    • By Quentin 20th Jun 18, 3:35 PM
    • 37,494 Posts
    • 21,709 Thanks
    Quentin
    I wish I had read this thread before I had bought travel insurance from InsuraTrip.

    I have been waiting a long time after sending out all my documents. I have tried calling, no one ever picks up the phone. They don't respond to emails.

    How a company like this hasn't been shut down by the regulator I have no idea!
    Originally posted by EpsilonVaz
    What have you seen in this thread that makes you wish you read it before buying from a company who have disappointed you??

    Surely you wouldn't have wanted to buy from holiday safe instead after reading reviews and feedback here?
    • mufi
    • By mufi 25th Jun 18, 9:59 AM
    • 574 Posts
    • 595 Thanks
    mufi
    I'm reading this month's edition of Which? Mag; According to page 8 of their magazine, Holidaysafe is a Which? recommended provider.
    • Rodger Du Good
    • By Rodger Du Good 26th Jun 18, 4:20 PM
    • 5 Posts
    • 2 Thanks
    Rodger Du Good
    Dreadful Company
    How Money Saving Expert or Which recommend this company is beyond me. Just got back from holiday in Menorca, wife fell ill I was told at a medical centre, Holiday safe won't par for a private medical centre, nearest one I estate /local 25 miles away sp paid out 95 euros plus prescriptions had a E11 card with us, how does that work wife or family member falls ill you have to phone them so they tell you where to go, I have just spent the last 2 days trying to get hold of there customer services dept, no one answers so heaven help you if you fall I'll on holiday. People say you only find out how good your insurance is when you claim, we'll make other arrangements because this company are terrible , think is I have recommended them to friends because of recommendation from this site, please make other arrangements before its to late.

    Rodger Du Good
  • Holidaysafe Representative
    Hi Rodger Du Good,

    Thank you for your post, my name is Amber and I am the Brand Manager for Holidaysafe.

    Firstly, I am really sorry to hear that your wife fell ill abroad, and I hope she is recovering well.

    I am also sorry to hear you are dissatisfied with the outcome of your claim. Our travel insurance does not provide cover for the cost of private medical treatment unless it has been approved by our 24 hour emergency assistance service. This condition is standard across the majority of travel insurance providers.

    In the event of a medical emergency, we ask that all customers to contact us as soon as possible so we can assist and log the claim. The team can then ensure you get the best treatment, either at the private facility or help you to move to a more appropriate public facility. I do not know the full details of your case, but if you did not contact the assistance team, then this could explain the decision.

    Within our policy wordings we have two pages dedicated to 'what to do in a medical emergency', which explains the process in detail. We also have information available on our website.

    Furthermore, I would like to highlight that our dedicated emergency medical assistance team has a separate phone number to our customer service team, which is available 24/7 to offer information and assistance. Information on contacting this department would have been included on your purchase email, within the attached documentation and pre-travel information email.

    Once again, I am sorry you're dissatisfied. If you haven't already, you can email complaints@tifgroup.co.uk and they will log a formal complaint for you and review the outcome on your case.

    Kind regards,

    Amber

    To clarify the above, our Customer Service team is a separate department to our Emergency Assistance team. They have separate numbers to ensure emergency cases can speak to someone 24/7. Unfortunately, a call to our Customer Service team may mean longer hold times during peak periods, as many customers use this number to obtain quotes and upgrade their policies.
    Last edited by Holidaysafe Representative; 26-06-2018 at 6:25 PM.
    “Official Company Representative
    I am the official company representative of Holidaysafe. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • dacouch
    • By dacouch 26th Jun 18, 5:56 PM
    • 20,599 Posts
    • 12,764 Thanks
    dacouch
    Hi Rodger Du Good,

    T

    I am also sorry to hear you are dissatisfied with the outcome of your claim. Our travel insurance does not provide cover for the cost of private medical treatment unless it has been approved by our 24 hour emergency assistance service. This condition is standard across the majority of travel insurance providers.



    Amber
    Originally posted by Holidaysafe Representative
    It is not standard across the majority of Insurers.

    Most of the decent Insurers ask that where reasonably possible you try to use the non private or reciprocal health providers.

    Here is Direct Line's relevant wording (Used as they're the MSE go to for quoting a decent standard Insurers wording)

    "You must try to get any necessary emergency
    medical treatment in a facility that accepts
    the reciprocal health agreement (such as
    the EHIC) where possible. Our emergency
    assistance service will advise you on this"

    There are many medical emergencies where it is not possible to obtain pre approval from your Travel Insurer before rushing to hospital

    P.S You did not address the posters statement that he had tried contacting your customer services department for the last two days without getting through. I would have thought this is something you would want to address...
    • Quentin
    • By Quentin 26th Jun 18, 7:23 PM
    • 37,494 Posts
    • 21,709 Thanks
    Quentin
    Customer Service team is a separate department to our Emergency Assistance team. They have separate numbers to ensure emergency cases can speak to someone 24/7. Unfortunately, a call to our Customer Service team may mean longer hold times during peak periods, as many customers use this number to obtain quotes and upgrade their policies.
    Originally posted by Holidaysafe Representative
    Pointless you having a long recorded "humorous" preamble (approx. 3 mins) to greet people ringing your "customer services" (which really seems to be a sales line for quotes)and not making it clear that it's the wrong number if you are ringing with an emergency or claim issue. (Though it does explain why customers don't get any private health cover, and claims it's nothing to do with you "penny pinching"???)


    Should be the first message people hear!!
    • Rodger Du Good
    • By Rodger Du Good 27th Jun 18, 7:50 PM
    • 5 Posts
    • 2 Thanks
    Rodger Du Good
    Dreadful Company
    As I said couldn't raise you staff over 2 days so whats the chance of raising your staff when you have a problem on holiday. As previous writer states your attempts at humour on your customer services leaves an awful lot to be desired and says an awful lot about the contempt your company holds for its customers. Looking at the constant stream of complaints about your company says it all, to such a point when a company has to have a member of staff constantly looking at website for bad reports about them. Money saving expert and Which have certainly gone down in my estimation, recommending a company of your standing, heaven help us all.
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