I have never experienced an insurance provider as cold, unhelpful, and mechanically dismissive as Collinson Insurance Services (easyJet travel insurance). My claim was rejected in the most tone-deaf way imaginable, and the handling of my complaint was frankly shocking.My trip was cancelled because my dog suffered a broken pelvis and required emergent care. This was a traumatic and unavoidable household emergency — anyone with basic decency would understand that leaving an animal in this condition is impossible.Instead of showing any empathy or applying common sense, the insurer hid behind rigid technicalities and a narrow reading of the policy. They repeatedly quoted definitions and exclusions while completely ignoring the reality of the situation. According to them, unless a crisis is specifically listed in their tiny set of “acceptable” reasons, you’re simply not covered — no matter how serious, sudden or unavoidable the event is.Their complaint response was just as disappointing: defensive, robotic, and focused entirely on justifying their actions rather than treating a customer fairly. They even implied that listing exclusions would make the policy “too long”, which says a lot about how little they care about transparency.The whole experience made it clear that this insurer’s priority is not helping customers — it’s finding any excuse to decline claims. No compassion, no flexibility, no fair consideration of the circumstances.If you value fair treatment, transparency, or even basic humanity, avoid this insurance at all costs. Their approach to claims and complaints is absolutely unacceptable.Reply to Collinsin below: your reply simply repeats an exclusion that does not exist anywhere in the policy wording. There is no mention of pets under Cancellation or General Exclusions.My dog required emergent care after a traumatic pelvic fracture, making travel impossible. Instead of assessing this fairly, your approach has been rigid, generic, and dismissive.This only reinforces the impression that Collinson’s priority is refusing claims rather than providing support or service to customers. I will now let the Financial Ombudsman review the matter, including the absence of any pet-related exclusion.
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