Travelclaimsservices 

Avoid this company at all costs
This company act for Virgin Travel Insurance and are an absolute nightmare to deal with.
I have had a Virgin silver policy for 5 years and have never made a claim of any kind. Like a lot of people I had the misfortune of falling victim to a holiday cancellation due to government Covid restrictions in May of this year. I have had nothing but excuses during the management of the claim and will now refer to the Financial Ombudsman Service. I hope when this Covid situation is over that people remember the companies that have behaved so badly.

DO NOT USE THIS COMPANY FOR INSURANCE!!
INSURE & GO , AND THE BROKER THEY USE TO PROCESS CLAIMS CALLED TRAVEL CLAIMS SERVICES LTD
Claim No: C1129988/CD
We paid over £200 for a travel policy to go to Thailand but this was cancelled due to Covid 19. We paid Thai Airways over £1200 more than a year ago for fares and Air Asia the same in the amount of £300 for internal flights. When FCO advised against all travel due to Covid and the airlines cancelled our flights we claimed on our insurance with Insure and Go, who passed it to their agents Travel Services Claims Ltd. We then had several months of being promised to deal with our claim in a set time but this came and went many times over, and the company would not respond by phone only Email, finally refusing to pay anything as we were offered vouchers by the airlines and saying that this was a recoverable cost, even though we made it clear we would not accept vouchers and wanted a refund. (More so because Air Asia ignored all contact thereafter when asking for refunds and Thai Airways subsequently went bankrupt and had also ignored all requests for a refund)
If you take out insurance with this company don't expect to get any money back when you make a claim because it will not happen. We are now taking this to the Financial Ombudsman as clearly this is in breach of Consumer rights under EU law and the Civil Aviation rules too.
I have given them a one star rating as the system will not allow me to put a zero!!

Scammers. I have 2 claims outstanding with TCS. One from May. Both claims have gone back and forth with ‘we can’t find all your documents’ emails. I have sent all the documents for both claims so many times now. Even calling and checking they have them. Then still get emails saying the same. I have now received another reason for decline saying that they won’t pay the accommodation cost because I was offered the choice of rebooking. There is no where in the policy wording or small print that states this. Having worked in travel claims for over 10 years (including I&G claims before they moved to TCS) I feel the only way to get this resolved now is through the ombudsman. No doubt will get a standard pop up reply to this post yet they can’t manage a phone call or follow up to any of my complaint emails over the last 6 months. Disgraceful service.

My stepson took out a policy to travel to America last September, he took critically ill and was hospitilised for 6.5 weeks requiring life saving treatment, as you can imagine the medical bill will have ended in 6 zeros, he was privately lear jetted back to England to ICU over here, we were told to provide all our receipts to their North american office and they would be dealt with, guess what we are still getting invoices from the ambulance and hospital he wasfirst admitted to which are sent straight back to the insurance company, this has been going on for 14 months now, our expenses have still not been paid out nor has my stepsons 6.5 weeks hospitalised expenses, avoid at all costs.

They are a subsidiary owned by Insure&go looking at insure&go ratings they look respectable Then you make a claim and you deal with TCS and the nightmares start Trustpilot should link these 2 when it comes to ratings and so many customers wouldn't feel conned

Awful company say they are super sorry all the time and if only there was something they could do they would but they can’t so we are sorry and Can ONLY apologise again. Repeat this to tedium for over a year.

AVOID THIS COMPANY AT ALL COSTS
Ensure you find out who the underwriters are for your insurance company.

DO NOT USE THIS COMPANY.
DO NOT USE THIS COMPANY.
We were due to get married in June this year in Greece.
Obviously COVID 19 hit and devastatingly we could not go.
We immediately contacted Insure and Go ( we claimed flights back through EASYJET )
and sent ALL requested documents through the post and then via email.

The accommodation was non refundable and we have been trying to make a claim for it
The delaying tactics are appalling by Travel Claims Services. Insure and Go have not helped us at all, despite us explaining that we cannot change a date as it was a wedding we had booked.

The level of service particularly by TCS is atrocious . This is people's lives they are playing with.

In these times when things are so difficult, this insurance company thrives on procrastinating constantly.

We are seeking advice from the FOS as the level of stress it has cause both myself and my partner if tremendous.

As well as having to accept that our dream wedding has not taken place, we cannot get our money back after paying in good faith.

They are behaving in a heartless and unprofessional manner and NOT dealing with cases on an individual basis.

I now have read many poor reviews about INSURE AND GO and about TCS.

I wouldn't even give them a rating of 1!!! Absolutely appalling. We took out travel insurance with @virginmoney for a trip to Canada. Then Covid 19 struck and our flights were cancelled. As we had already paid for the hotel we put a claim in via our travel insurance. OMG! then we started dealing with Travel Claims Services!!!! We have now supplied the same information at least 5 times. Chased/Complained via @virginmoney only to be referred back to Travel Claims Services. So basically Virginmoney have no interest and are happy to take your money and outsource claims to a company who are incompetent at best. They service is awful and it is clear they will just continue to ask the same questions over and over again hoping people will give up. Well we shouldn't and won't. Everyone is struggling in these difficult times and some companies have behaved impeccably @jet2 for example. Others like @virginmoney and this shower Travel Claims Services treat customers with contempt. Shocking!!

Do not use this company. This company handles insurance claims for Insure and Go - and both companies seem to share a contempt for their customers. I’ve used Insure and Go many times over the last 5 years but when I actually had to make a claim on my insurance I have been treated abominably! The claim is being dealt with by Travel Claims Services and I have now been waiting for 6 months for my perfectly legitimate (and modest) claim to be settled. They try at every juncture to avoid contact or respond in any meaningful way and I now believe that they are both fraudulent companies who have no intention of honouring our contract. My complaint is now with the Ombudsman (along with many others about this company) but I’m afraid that this will make little impact on such a fraudulent company who care nothing for their customers - my advice is to use a reputable company and don’t touch this lot with a barge pole!!

Finally after almost 7 months, my claim has been settled in my favour. I only know this because a payment from Insure and Go was credited to my bank account today - I have had no written or email information from TCS or Ehic-Expand (part of the Insure and Go group) from whom I purchased my policy. I am happy with the amount of money I have received but the fact remains that it has been a long and drawn out issue, settled only I believe because I referred it to the Financial Ombudsmen. To anyone else who is still battling with TCS, don't give up. Put in a formal complaint and refer your issue to the Financial Ombudsmen. I'm convinced TCS think people will simply get tired of trying to get their money back and give up. Dont!

Terrible service. Still waiting on our claim from April (now 7 months), after several emails asking for more information, which has already been provided. Clearly dragging their heels to pay up on the service they should be offering.

Further to my review of 8th July: the company has paid out after six and a half months of giving us the runaround. Funny that should happen only 2 weeks after we contacted the Financial Ombudsman. My advice to anyone similarly frustrated by Travel Claims' procrastination is to make a formal complaint as the FO cannot become involved until 8 weeks after that. Our complaint was not resolved within the company's own timeline at which point they sent a letter asking for more time (!) and details of how to contact the FO. We did the latter.

Following a curtailment of our holiday in March, once the airline had confirmed what the refund would be from them, 3 travellers applied to 3 different insurance companies for the difference in the additional return flight we had to buy. 2 firms paid up almost immediately - within 10 days - LV= (using Cega) and All Clear (using Reactive Claims). Travelclaimsservices did not. First of all I can't help but think their email address is especially difficult on purpose. Twice I mis-spelled it by missing s's and only had a bounce back message once so went weeks believing the claim was being looked at and it wasn't. When I finally got the claim submitted there was a query which I responded to immediately and still I wait. 31 days and no payment received. The excuse they gave me when I called was that they deal with many companies' claims. So what do Cega and Reactive Claims do??!! As someone else has said it is definitely worth checking with your travel insurance which company will deal with any claim.

Further to my review, the very poor service continues.

Not only does my claim remain unresolved after 6 months, my complaint also remains unresolved. I received a facsimile letter from Mr Kippen dated 1/9/20 requesting I give them more time to 'investigate' my complaint after the statutory time limited allowed prior to seeking help from the Ombudsman had elapsed. They 'hoped' to respond within four weeks,it is now six weeks since receipt of letter. TCS continues to provide ....

Very poor service from travelclaimsservices.com. Like many others I have had to submit a (very small) claim on my annual travel insurance policy with InsureandGo as a result of the Covid19 pandemic.

I was unaware and did not think to research who might assess claims, making the (not unreasonable) assumption this would be assessed by the travel insurance company.

I believe I have been most patient, understanding that all similar organisations would be inundated with claims and that it would probably take longer than advertised to review and settle the claim. It has now been 5 months since I submitted my claim. I am less bothered by the length of time it has taken then by actions and attitude of Travelclaimsservices.com (and for that matter InsureandGo that contracted this service to them).

Travelclaimsservices.com is clearly totally unprepared to cope in a major incident. However this is a useful excuse for a company that on reading other older reviews, appears to deal with all claims in a similar way, incompetence, avoiding, obfuscation and delay. Using any means to avoid providing the services expected by customers of the 'parent' insurance company.

I provided all the information the claims form asked me to provide. Months later I was asked for the same information plus other information that was not requested in the claims form. I provided this. Each time they request info and this is forwarded to them they reset the clock and it is as if they have a new claim to consider.

I received a further e mail a week ago requesting again information I had already forwarded many weeks ago. Either the staff do not read the information they receive or they are expected to keep the claim going round and round in the hope that the claimant will give up. It seems possible that this is their normal working practice, which slips under the radar as claims are probably normally few and far between.

Ultimately Travelclaimsservices is a subcontractor and as I understand it the responsible company is the company you purchase the service from (in this case InsureandGo) and the one therefore to complain to (Good luck with that!)

As others have said its worth checking who handles claims when seeking to purchase any insurance. I will definitely do so in future.

Absolutely abysmal service. Been trying to sort a hospital claim since April ( almost 6 months ago!) and still not received payment despite eventually having claim accepted, however, the first amount they didn’t include the payment I made at the time by credit card despite having a copy of the invoice. The service is very slow and whoever you speak to doesn’t seem to have any authority to do anything. Will definitely be checking on future policies for who deals with the payouts. Stay clear!

To put a bit of perspective on all the negative reviews for this company, it is quite difficult for an insurance company to be reviewed positively. Mainly due to the psychology of purchasing travel insurance. Firstly, being in a situation where you are claiming on insurance is already a negative situation. Secondly, people choose to buy insurance or are sold on the benefits.... mainly, protecting yourself against significant loss. You pay your money so like any other product, you expect it to work. If it doesn't work (ie cover your losses) or there's a delay in it working then its already a negative experience.

This review is negative because I have dealt with a lot of insurance companies over the years and have had claims approved and paid out quickly, declined outright, delayed for review etc. My claim has been with Travel Claims Services now for almost 12 months. Its not a complicated claim. But it is a lot of money. The communication from them is dreadful, they don't keep you in the loop and they don't respond when you chase the claim. Obviously with the way people now abuse insurance and try to claim for anything, each claim needs to be looked into in detail but this is ridiculous. They have written to my doctors so many times, I'm convinced they are trying to 'trip them up' into making an error on a date or statement about my cancellation. Have given up hope of any funds being recovered.
PS - Travel Claims Services just handle claims, they dont sell insurance so when purchasing insurance, ask which claims handling company would be used.

Absolutely disgustingly, dreadful service from Insurance Claims Services. Many months since I made my claim and sent them all required documents (a job in itself). I've heard nothing back at all and when I phoned them (15 minutes to get through), nobody had a clue about what was going on or when I would hear back from them.

Reading so many negative reviews about this company makes me extremely nervous.

I'm beginning to wonder if I've been scammed.

My advice would be AVOID AT ALL COSTS!

Exactly as other reviews, polite friendly staff but absolutely no movement on assessing my fairly small and straightforward claim. I made a formal complaint on my last office call, to which I have had no response and will now write a complaints letter to their head office. I will always check which claims company an insurance company use in the future. Update: i wrote to complaints at head office and received a reply, which resulted in my claim being settled within a week. HOWEVER they either can't add up/read my claim form / use their common sense as the claim amount is wrong.... Yet more emails... All ignored so far... Back to another complaints letter. Really dreadful service.

Poor customer service, very difficult to get through on the phone, wait a couple weeks for an email response. I never feel reassured by the latest updates they give.

Submitted my claim in late March just to find that was a beginning of a long journey of several follow ups which included emails, phone calls and a written complaint letter over a very straight forward claim. In addition to taking 2 months to acknowledge receiving the documents, Travel Claim Services kept extending the time to complete the assessment from 30 working days to 40 & then 45 constantly citing the lockdown effect as the reason for delay. Such an excuse would have expired by then. Rung them twice through the 0844 number which is a premium rate number chosen to generate revenue for the company. On one occasion, I was put on hold twice and the call lasted about 55 minutes! Although my claim was finally settled recently, I would never use them again simply because an insurance cover is meant to protect & provide comfort, not an unneeded aggravating experience.