I took out a single trip Gold travel……
I took out a single trip Gold travel… Fools Gold..
I took out a single trip Gold travel insurance policy with Insure & Go.
This is not the first-time I have taken out insurance with Insure & Go as I regally go Scuba Diving and Skiing.
But first time I have ever claimed.
I paid the extra for the Gold policy to go Skiing on the 3/3/2018 to Bulgaria the resort of Bansko in the Perin Mountains. I have been doing this trip for a number of years and find the Holiday very good value for money booked through Balkan Holidays.
On the 1/3/2018 the beast from the East snowed me in for four days. The snow blizzard came in on the Thursday afternoon and the blizzard lasted until Saturday Night and there was still snow flurries on the Sunday.
I had no way of getting my car out or getting public transport as this was all cancelled.
My village in Wales was cut off and my flight was out of Bristol.
I telephoned Insure and Go and spoke to their Customer Services on the 2/3/2018 and I found them very polite, and voiced my concerns that if I missed my flight, was I covered? and was told that I had the Gold Cover Policy and was covered on having to abandoning my Trip with the heading :extreme weather conditions: and with this information I was satisfied.
Saturday Morning came I was up very early, but there was no way of getting the car out of the snow and still no trains or busses running.
I took Photographs and kept my tour operator informed of the situation while keeping an eye on my flight out of Bristol Airport ENT629 to Sophia.
The flights did start taking off from Bristol Airport at about 11.30am with my flight taking off at about 14.30, : My flight did take off:
On Monday I filled in the claim form on line, I did have a lot of trouble with this as not a suitable heading I could find, and this then kept rejecting my Claim Form: Stating Claim Not Covered.
Finally I got the form submitted, and the next day I had a email from Travel Claims Services LTD: A third party: Stating that my Claim was unsuccessful.
I have submitted my appeal letter and it has been a while, but I'm still awaiting a reply.....Not holding my breath.
A word of warning:
I have just found out that the CO-OP travel insurance policy is the same as Insure and Go travel Policy word for word, and is also being under written by MAPFRE, Just a mention as I worked for the Co-Operative and started with General Insurance before I became Chartered in the Financial services Sector.
I did speak to the CO-OP Customer services and explained what had happened, and they told me If I had insurance with them I would have been covered under their policy? Same Travel Insurance Policy as Insure & Go with the same Policy Booklet?
Nobody ever wants to claim on travel insurance and its the last thing on anyone's mind.
But when you have to Claim, you don't want your travel insurance provider to hide behind wording in their travel insurance policy wording booklet:
Policy Booklet Pages ALSO not Numbered in order.
IE; Refer to page 24 section G OR F but check page 32 for any other Exclusions.
Even Customer Service are confused what is covered or excluded in their Policy wording booklet? Well that's very easy Nothing is covered.
I wish I had read all the True Reviews before committing to a worthless Travel insurance Policy.
Easy to tell that most of the 75% excellent reviews are false: No Substance and Masking the bad Reviews to increase their Percentage also most Reveiws are one liners.
Perhaps I got off lightly? I could be in a bad way in a Cheap Hospital, not being able to fly back and also being ignored by Insure & Go and also having run out of Funds and then being told I'm not covered under their Policy Exclusions? Please you must read other reviews: Frightening.
Insure and Go have replied to this Review and what a load of P.R Damage limitation: it is a standard procedure just to have something in writing to any bad reviews, and this Dom [ No set gender to a name ] Character is probably one of many different people in Customer services. If this Dom had checked? they would have found all the information they need.
I'm still awaiting on a reply to my Appeal letter, and so my next stage is to complain to the insurance Ombudsman and Trading Standards and a full report to the F.C.A.
Will let you know how I get on?
Insure & Go do not want to pay out on claims and will use any delaying tactics they can.
Less claims pay outs means more Profits.
Claim submitted on 5/3/2018. Unsuccessful.
Appeal letter posted recorded delivery on 24/3/2018.
Still awaiting a reply on appeal Letter.
Posted Complaint Form to Financial Ombudsman Service..
Never had a Reply to my appeal letter.
15/05/2018.Financial Ombudsman replied by e mail and looking into Complaint.
18/08/2018 Received letter from Financial Ombudsman saying they are still investigating my Complaint and could be another 2 to 4 weeks.
5/10/2018 Received letter from F.O.S.
My Complaint has been passed on to MAPFRE ASISTENCIA These are the underwriters for Insure & Go UK.
They have Eight Weeks to Respond then I have to Complain again if I'm not happy with their response?
I was told by the F.O.S I should have made my original complaint to MAPFRE ASISTENCIA.
Dragging on now but not going to give up.
4/12/2018 Over Eight weeks has passed and I have not received any response from Mapfre.Asistencia.
I contacted the F.O.S and spoke to a lady called Jackie who was very helpful and I have also received a letter the next Day from the F.S.O, saying that they have requested information regarding my complaint from Mapfre Asistencia.
The F.S.O have also said that this complaint could take up to Six months before a Adjudicator can start work on the case because of the back log of complaints.
No more I can do for the time being? Wait Out!
11/1/2019:I have now received a Email from the Financial Ombudsman Service from the Adjudicator Mr. Ken Roberts who has awarded me in my Favor against Macpfre.
I have now been awarded all my costs for the Skiing Holiday Plus 8% Interest.
So This brings to the end I hope an Experience that I think Nobody should have to go through. All I have to do now is sign off the Acceptance form excepting the Financial Ombudsman Decision and I hope this will be the end of the Matter. ?
Sorry I spoke to soon now Mapfre.Asistencia wants Confirmation of my Booking and Cancellation before they will release any moneys! But I have sent them all the paper work? Insure and Go have Probably lost everything.
2/2/2019 I have now sent Duplicate copies to the F.S.O and they will pass them on.
Also sent in a no show letter from Balkan Holidays.
5/2/2019 I have now heard from the F.S.O and I should get paid out in the next four weeks.
26th February 2019: I have Finally had moneys from Insure & Go paid directly to my Bank Account of £830.37. Just short of a 12 month since I put my Claim in.
The Financial Services Ombudsman have been Brilliant.
I hope who ever reads this that my experience will be of some help.
Philip M Jenkins.
Thank You:
PS The cost of the Ski holiday which includes a full Ski pack: which included:A Ski lift pass: Six Days Tuition 4 hours a day. Six days Ski Hire and Boots: With a single supplement added: £767.25.
Airport Parking was £68.99.
Please don't give upon your Claim with Insure & Go this is exactly what they hope you will do!
