Review Time
Collinson ( Astrenska) Insurance put unnecessary encumbrances in claim process to make claim unattractive.For example, they’re were requesting airline operational docs from an airline they’d partnered with prior processing claims. Buyer Beware.
This company’s customer service is absolutely disgraceful. When you submit a request about missing Avios, instead of opening a case and adding the order with a pending status on the website, their response is to contact them again after two months. Replies take weeks and always seem to be lazy copy-paste templates for general inquiries—often completely unrelated to the actual issue. @aerlingus and @avios should be ashamed to have a company like this representing their service.
THE TOTAL ABSOLUTELY DREADFUL TRAVEL INSURANCE GROUP EVER!!! PLEASE ALWAYS READ THE SMALL PRINT……THIS ALFUL INSURANCE GROUP HAVE NOW BLOCKED ME ON EMAIL! IVE BEEN LEFT TOTALLY DISABLED ON HOLIDAY WHILST TRAVEL INSURANCE TO WHAT I THOUGHT WAS A 5 STAR REVIEW ON HERE, THE TRAVEL INSURANCE GROUP I THOUGHT I WAS TAKEN MY INSURANCE WITH ARE “TRAVEL INSURANCE 4 MEDICAL” AND IN THE SMALL PRINT IT STATES I WOULD BY TRANSFERRED TO”COLLINSON INSURANCE GROUP” WHICH HAVE MADE THE MOST OF A LEGAL LOOPHOLE! I SUFFERED SEVERE BODILY INJURIES WHICH LED ME TO BE GIVEN ONLY A 20% SURVIVAL CHANCE WHICH THEN LED ME TO HAVE 2 BRAIN SURGERIES AND A STROKE.AND BECAUSE I THOUGHT I WAS COVERED BY THE TRAVEL INSURANCE I TOOK OUT THEY WAS 5 STAR AT THE TIME, THEY GIVE ALL THESE SO CALLED PROMISES BUT DELIVER NOTHING AND JUST PASS YOU IN TO “”COLLINSON INSURANCE GROUP” WHO ARE SO UNPROFESSIONAL IN EVERY WAY! EVERYONE THOUGHT I WAS PRACTICALLY DEAD BECAUSE I WAS IN SUCH A BAD WAY. BUT SOMEHOW I PULLED THROUGH ALIVE BUT LEFT TOTALLY DISABLED AS THE SURGEONS DRILLED INTO A PART OF MY SKULL WHICH CONTAINED MY BALANCE ABILITIES COMPLETELY AND BECAUSE YOU JUST GET PARCED AROUND IN THIS VERY MISLEADING TRAVEL INSURANCE I TOOK OUT. I WAS LEFT PURLY WITH MINIMUM INSURANCE COVERAGE AND TOTALLY MISLEAD!IM TOTALLY DISABLED AN BEEN LEFT TO DEAL WITH “COLLINSON INSURANCE GROUP” MYSELF AND LITERALLY CANNOT TAKE ALL THIS STRESS OF BEING MISLEAD!!IM SO STRESSED AND TIRED AND NOW HAVE BEEN BLOCKED I JUST DONT KNOW ANYMORE 🤦🏻♂️🤦🏻♂️
Wow, I continue to have a highly frustrating and shockingly unprofessional experience dealing with my claim. This is a new development, have they outsourced this to a scam farm? I was told that my taxi expenses are covered by flight delay compensation. This is a complete misinterpretation of policies, same as first time. The experience is of being deliberately fobbed off from making a claim. I had to escalate to a supervisor before to get anywhere with the flight delay claim and now I have the same experience with my taxi claim. This is so frustrating and upsetting, and shameful.
If I could give - zero stars I would! Following the passing of a family member we reached out to this shower of crap to make a claim. At first I had 25 files of proof to send. Then I had to provide a bank statement (in pdf) which I did a week later a email saying it wasn’t in pdf which I know it was. Rang them and the agent said it wasn’t so argued a little then she said “oh yeas it is in pdf I will forward it on to the claims handler” Two week later they asked for a death certificate, we didn’t have that so sent the interim certificate. Couple of weeks later later another email saying it wasn’t good enough I need a letter stamped from the doctors to say that the member of family was or wasn’t suffering from anything? Sent that. A couple of week goes by again they asked for proof from jet2 and my travel agent to confirm that we haven’t been refunded for the cost of the holiday off them? Why would they? We had already started the holiday and came back early! Also asked for a costing of the holiday (sent in the first batches of evidence) Eventually a member of the complaints team got in touch a man called Peter. The only shining example in that company that I had dealt with! Within 2 days my claim was sorted and paid into the bank. If I could give one piece of advice to Peter it would be this…….move to another company you deserve better than to be associated with that shower of crap. If it was a choice of using this lot as an insurance company or never going on holiday again……id chose to stay at home! Avoid like the plague!
My experience with both The Claims Team and Customer Service were excellent. The previous claims team member was not helpful and was asking for documents that were not needed. This prolonged the claim but I spoke to another claim team member and he was brilliant. I didn’t need anymore documentation and my claim was settled that afternoon. I then had to update my medical details. Very thorough and helpful. New policy sent. My only problem is, I always have problems accessing my account online.
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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
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