Travelclaimsservices 

The first occasion I have felt I need to provide a review. Similar experience to those provided by other reviewers. If you wish to spend 5-6 months chasing a claim, filling in forms repeatedly, receiving 'generic' emails from Customer Service Agents that have not looked in to the detail of your claim, this is the place to go.

I raised a complaint after waiting the 45 working days published extended processing time due COVID, which I considered reasonable. I then waited an additional 10 days as my claim was placed on priority, an additional few more days, and a few days more. I was politely advised via email my complaint had been logged and I could expect a response from the complaints team within 8 weeks.

I would highly recommend to be cautious in choosing a travel insurance policy that is associated with this company (Insure and Go in my case) until they have addressed their inefficient, clumsy, claim processes and procedures.

On the positive side, when speaking with the call centre, though they were unable to fully assist, they were professional, polite, and as helpful as they could be, knowing there was nothing they could do (4 Stars).

One part of my claim has now been processed after 6 months, the remaining part of the claim is a mystery yet to be solved.

My experience has been the same as those of the other 1 star reviewers - claim sent in early April, they re-requested information that they already had in June. I phoned again in July and was told their 40-day had started from the date they received all the information to process the claim i.e. June. Phoned again after 40 days and was told it had been reviewed and was with the assessor and would take 40 days, I told them that was unacceptable and eventually got them to agree to process the case urgently and was told a manager would call back within 3-5 working days, no call received. Chased again today, demanded a call back this afternoon and was told that they would see if that was possible. If I complain, then I have to wait 6-8 weeks before I can refer the case to the FOS. I am contemplating making a GDPR subject access request. I am also planning to find out who the directors are via Companies House and write to them individually.

This company is an absolute FRAUD. Never ever buy this travel insurance. They make you wait with no response for GOD knows how long only to waste the time and WILL not give you any sort of reimbursement even if you are entitled one!

Pathetic FRAUD company.

As with other reviews on here I submitted my travel insurance claim in March and still have had no response. The last email I had off them was on 10th June saying I would receive a response in 30 days, I have heard nothing. Customer services continuously say they are working through a backlog but this amount of time is unacceptable. I bought annual insurance with Insure and Go so would never touch them again.

As with everyone else AVOID. Sent all documents via email, return email saying all recieved. 40 working days nothing, rang them. We need your documents. You have had them. No we haven't. Sent again, recieved email saying received. 15 working days nothing. Rang, oh we need some documents. Read them the emails stating received. Oh leave it with us, we will get back to you. 10 days on still nothing. Ring again, be about 40 working days. Not sure what the scam is. But their definitely is one.

This would be no stars if possible
Documents and claim sent beginning of March 2020. In early June a letter requesting further documents and bank details came via post. These were sent recorded delivery. Since then various e-mails requesting progress of claim have been ignored. Unable to make any contact. Disgraceful.

Avoid! I bought insurance from Virgin for a holiday due to be in May this year - turns out the ultimate insurance is with these guys.

The airline company and the activities I booked were refunded, the hotel couldn't so I made a claim on the insurance for that section.

After several months of no communication and despite my claim being for only a percentage of the overall cost of the holiday, Travel Claims Services flatly refused to pay out anything citing the fact that the hotel offered a (not taken) alternative booking date as reason for them not to payout.

Avoid this company with its terrible customer service & the fact that it looks for any excuse to avoid doing what you bought the insurance for like the plague!

Do not use this company.... Despite easy jet not paying out on cancellations I made a claim with these only to be told that being offered a voucher was basically a refund!!! Despite the obvious law being broken..

Company is a let down, don't use..........

Keep well away. Sent in a claim on 19th March (insurance taken out with Virgin). Have had to follow up myself via email, live chat and phone calls to check in on progress. If I do get a response, every rep gives a different answer from "you'll definitely get a call in 5 working days" to "I'll now raise a Temp 5s to escalate". Nothing happens. Nothing moves. Customer service is such a powerful vehicle to transform frustration to delight and they somehow seem to further frustrate. They can't even deliver consistent stock responses. Things are tough, everyone's feeling it, but that shouldn't be any excuse - adapt, be proactive, put customers first.

Initialed a claim end of Feb/start of March. No response at all beyond emails saying "we'll get back to you soon".

Terrible company along with Virgin Money Travel Insurance. Submitted claim 3rd April after my trip to Iceland was forced to be cancelled by the pandemic and FCO advice. Had no update or receipt stating whether they had received my claim so after 2 months I contacted them asking if they had received my claim to which they eventually responded. Their response suggested that due to pandemic there was some delays which was understandable. Fast forward 5 months and absolutely nothing from Travel Claims Services. I have emailed them one week ago with no response so I have had to take it into my own hands and report Virgin Money and Travel Claims Services to the Financial Services Ombudsman for their sheer uselessness in providing the service you have paid for.DO NOT USE

WOW!!
Can't believe the reviews that i've been reading.
ALL have similarities to what i have experienced with this company over the last 5 months.
I submitted my claim on march 11th , acknowledged by them on 18th. I have finally got somewhere with them last week( w/c 10th august) when one of their senior claims team called me after they had upheld my complaint against them.
They have now finally agreed to pay my claim and give me compensation for the inconvenience and stress they have caused by the incompetence of their claims assessors.
Whilst i am happy that my claim has now been agreed i wouldn't recommend this company at all or any of the insurance companies that use their services.
zero star if i could give one.

The service I have received from Travelclaimservices and their partners has been nothing short of shambolic.

I submitted my claim in late March and, despite being told that my claim was in it's final stages in June, still nothing. I was also asked for my bank details at that time, so those are sat in a (presumably shared) email inbox and have been for the last 2 months.

The phone reps on the claims line are sympathetic but completely powerless to move anything on and, despite spending over an hour on the phone each time, all they really give you is a timeline which is far longer than last time you spoke to someone.

Being cynical, the huge slowdown in service just before they pay out smacks of cash preservation rather than capacity issues.

this company deducted airport tax from my insurance claim even though I had already deducted the airport tax refund that I had received from my original claim. several emails over several months pointing out their error but not even an acknowledgement to any of my emails.

This should be 0 stars. Delay tactics, ever extending time lines, refusal of legitimate pay outs, requests for irrelevant information, requests for information already received, active seeking of loopholes, and arbitrary timelines are just some of the tactics employed to preserve cash flow and profits. I am sure multiple complaints, investigations by ombudsman, and lawsuits already exist against Travel Claim Services and I am baffled as to how disingenuous companies like this are still able to operate in 2020.
I am currently taking it up with FCA/Ombudsman.

Submitted a claim in April for a trip that was cancelled due to COVID. My policy was taken out last year and Asda have advised that I am covered. We are now in August and still no decision.
Clearly delay tactics used by their provider Travel Claims Services.
Submitted information in the way they requested with all the information they asked for. Received an auto-reply which stated 21 days max. response time.
I decided to give them the benefit of the doubt and call them 30 days later - I’m told that my claim email hasn’t been opened and is in a queue. The advisors on the phone can only see submitted claims once another department open and upload the information and the wait time is actually more like 45 days.
It’s 2020; they might as well request you send them your claim via fax machine/pigeon.
I decide to give it another 3 weeks and phone again. Im advised that they must have still not opened my claim, so the advisor tells me he can set me up with a claim number there and then so that when they do eventually get to my email they can add it all.
The advisor then asks how I submitted my claim. I told him I followed their websites process to the letter. BUT, the website fails to tell you a key piece of information. Their servers can only receive 10MB max. So due to the large amount of information required for a claim, you actually need to send multiple emails. Convenient for them and wasted me well over a month.

Nearly a month on and I receive an email requesting information which they already have. I respond immediately with the information requested again and again receive an auto reply stating 21 days max until they respond.
I have just called again, and told that their current wait time is actually 45 days. So why not just update your auto reply?

I tell the guy that they’ve had everything they’ve requested and they need to make a decision either way. He’s unable to make that decision. An assessor will review the additional information and then get in contact with me.

I ask if they will call me so I can get just get this sorted and if the assessor tells me he needs more information or to ask any questions I can just give it to him. This would be far too simple and effective. Instead, the assessor will email me if they have any questions or need additional/the same information, and I have to respond by email and then wait another 21 (or 45 days).

This is painful. Avoid like you would a lift if you saw someone walk in before you with a continuous chesty cough and fever.

The best part is ASDA renewed my annual policy, even though I advised them I would never touch them again with a barge pole. I now have to wait 30 days until I get the renewal money back for a policy I didn’t even authorise.

If I could have awarded zero stars, I would have done so.
This is an appallingly awful company, masquerading as a claims service but, in reality, just a way of preventing one making a claim as they never respond.
I bought my policy via Center Paris and they too should be ashamed.

Absolutely awful company, submitted my claim on 14th of March and since then i am still waiting to receive the pay out, i have included all the documentation and all i get back is the review will take 30 days, so after about 60 days i chase and i get another email saying the claim handler will review and come back to me within 45 days. The customer service is shocking, i initially took our insurance with insureandgo, i didn't realise the claim handlers will be from Travel claim services. A disgraceful company and i will never in a million years will use them again, i'll be surprised if they are in business for much longer the way they treating customers. Very poor

I am another Insure and Go client who submitted a ligitamate claim 5 months ago when we had to cancel a holiday because our daughter was seriosly ill.
We made a claim and like others were asked for more information, more information. Were told a response would be made within 30 days. Then asked for further supportive information (which had already been given) Then told it would be another 30 days before a response would be given, then told because of the size of the claim it would be referred higher, another 30 days.
This is absolutely disgraceful and makes taking out travel insurance a farce. As others have said I wouldn’t rate this company with even 1 star, and Intend to initiate proceedings with the insurance ombudsman.
Yes please avoid using TCS at all costs and if you do buy travel insurance make sure before you buy they do not use this company. Be warned!

I emailed my documentation on 30th April 2020. No response. I telephoned 5th May 2020 and was informed there was an issue and could I email the documentation to the man individually. I did. I called on 8th June 2020 - someone had dropped the ball (they called it "a system error") and not put my claim into the queue! He said he'd speak to his Team Leader and get my 30 days to run from 5th May 2020. As there was nothing further from them I telephoned on 10th July 2020 and was told it would be 5 to 10 working days for the claim to be reviewed. Well those 10 working days have passed and still no further forward. I have given up on one 30 minute call and switched to my mobile as it has unlimited minutes. Absolute shower.