I booked a flight from Gatwick to Sofia to visit my sick son using the company's recommended insurer. Unfortunately, the flight was diverted and, after a long wait on the plane, it was ultimately cancelled. The real trouble began when I tried to contact the insurer to explain the situation. After three days of waiting on hold for hours, I finally reached someone, but the customer service was rude and ended the call abruptly. I filled out their online form, but they made it clear that the coverage I expected wouldn’t apply in this case. Despite cancellation being listed as covered, they still denied my claim. Additionally, my bag was delayed. Today, I received an email stating my claim was declined. I would strongly advise against using this insurer; they seem more interested in taking your money than assisting with claims. It's simply a waste of funds.
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Collinson is built around delivering better experiences for our clients’ customers.
We enrich and provide confidence in the traveller journey with our world-renowned Priority Pass airport lounge and experiences programme, while also creating and managing our own airport spaces. We protect via tailored insurance and assistance offerings and deliver travel medical and security services, currently critical to the recovery of the travel sector. And at a time when meaningful engagement with customers is more important than ever, we drive real-time engagement and conversions, increasing the value of loyalty and rewards programmes.See more
