Review Time
My wife and I took out a multi travel ins policy for our dream trip to Canada. We had to cancel this holiday when she was diagnosed with ovarian cancer and subsequently contacted Post Office Insurance to claim our money back. Sadly my wife passed away two months after diagnosis. Collinson group are the underwriters I subsequently discovered. I have spent the past 4 months trying to get this money refunded and have had NO answers from them.I have telephoned and emailed on many occasions but it’s like ‘putting your head against a brick wall’I have now contacted the Financial Ombudsman who are assisting my case. I would never again buy a policy from the Post Office.
I am 88 and have used SAGA travel insurance for many years for family holidays. They are always great to speak to on the telephone and I was confident I had bought a good product that possibly cost a bit more but was well worth it. The most recent time I bought a policy there was a change to my medical status in between the time I booked the holiday (and bought the insurance on the same day - following Martin Lewis the financial expect’s golden rule!) and the holiday departure date. I rang up SAGA to let them know and spoke to one of the charming team, I had to pay a small increase in the premium which was fine, I also let them know about another medical issue but they assured me that this wasn’t something that affected my policy as it wasn’t a medical condition requiring treatment or pending investigation. I remained confident that all was well. Unfortunately things went very wrong indeed on holiday and I ended up in hospital very ill indeed. At this point it became clear that though SAGA are delightful to deal with when buying the insurance they don’t have anything to do with you if you make a claim - that is all dealt with by Collinson. They do this for other firms too - eg. The Post Office travel insurance is also just a “front of house” for Collinson.On day one of my illness when the local hospital failed to give me oxygen, though they observed that my levels were dangerously low, my daughter got permission from Collinson to move me to a private hospital and they assured her that I was covered. But on day two, once in the hospital, they started to ask questions. It transpired that although I had updated SAGA with the change in medical status this information had not been passed to Collinson who only had the information for the initial policy. Collinson refused to say if they would pay and on a daily basis asked the very busy doctor endless questions but would never say if they would pay. On one occasion my daughter was told that they suspected we had gone on holiday with me already unwell and waited 10 days before seeking medical help. This was ridiculous as well as being untrue even the local Doctor laughed and said “they think you came HERE to get medical help when you live in London and have private health insurance?!” At one point my daughter spoke to the original SAGA team who were very sympathetic but said that a claim wasn’t something they could help with.Finally, after 10 days of sheer horror, it was only when my daughter mentioned in passing that she would be speaking to the Ombudsmen on our return that suddenly all their objections were dropped, their previous insistence that we had to have various reports which we had not been able to obtain from the UK NHS doctors were suddenly no longer required and they were happy to pass our claim for approval!A shameful shameful performance by SAGA and Collinson, they are as bad as each other. Buyer Beware - SAGA is not what it seems. But if you do make the same mistake - mention the magic word OMBUDSMAN earlier than we did!Update: Thanks for your response but there is nothing for Collinson to review. You have already given us your final thoughts which included £200 as an apology for what you called the "regrettable" moment one of your employees shouted at my daughter when she explained she wasn't able to fax a document you wanted because she was with me in the hospital and didn't have a fax machine with her... we stand by what we have said, if you want Collinson to stop mucking you about when you are trying to claim - say "OMBUDSMAN" and see what changes...
I will never used this company again they stress me out asking me to send proof but keep telling me they want somethink else. I lost my jacket and sunglasses paid me the jacket ten percent off the price not the sunglasses they want me to put another claim info that so they can charge me double excess there a joke
Quick to respond to the flight delay claim. But we could not claim for the hotel rooms we could not use as a result of that 24hr flight delay. This seems illogical. Said would only have paid out on that one night if we had abandoned the whole holiday.
Very poor. Have be told the transfer was made on the 09/06 by Nathan Pauley ( claims handler ) but still not received by the bank. Been passed from pillar to post regarding speaking to management or payment team. Terrible company to have insurance with. Really affecting my mental health and they don’t seem to be interested.
Having never claimed on travel insurance before, I wasn't really sure what to expect. My 3 year old so had been ill whilst we were away on a cruise. As soon as I got home, I submitted the claim via the online portal, which was very well laid out and easy to determine what information was required for me to input/upload. Within 4 working days of claim submission, it had been approved, with a very clear email explaining how much was being paid back to me (all I expected, minus the pre-determined excess charge). Within 1 more working day, the money was in my account. I couldn't have been more pleased with the experience, thank you!
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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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