collinsongroup.com

Terrible Claims Experience - Avoid if You Need to Actually Claim

Over 5 weeks waiting for a simple medical claim to be processed - absolutely shocking service.We needed medical treatment for our young child during a family holiday. I submitted a straightforward claim with all required documentation including medical reports and receipts.Important to note: The medical assistance team was excellent - particularly Lisa who was absolutely fantastic, professional and helpful throughout the emergency. She deserves a really positive review and shows what good customer service looks like.However, the claims team has been a complete disaster:5+ weeks later and still no resolution despite having all documentationMultiple emails completely ignored over several weeksStaff promised to respond by a specific date - complete lie, nothing receivedHad to submit formal complaint due to total communication failureThis is meant to be travel insurance - when you actually need them for claims, they disappear. Post Office advertises "same day settlements" for many customers, yet I can't even get a basic response after weeks.Major concern: this was a relatively small claim. If the value had been much higher (serious medical emergency, repatriation, etc.), I genuinely worry how long they would stretch you out and the stress they'd put families through during already difficult times.Avoid this company if you might actually need to claim. The claims team simply cannot handle basic communication and customer service. The contrast between Lisa's excellent medical support and the claims team's shocking response is night and day.Still waiting for any kind of response on my complaint, but the claim has now been settled in full. Absolutely disgraceful service from the claims department.

Date of experience: Jul 03, 2025