I have had one of the worst customer service experiences with any company I have dealt with in the past. I put a claim in for a cancelled flight back in July 2023. I gave all the relevant documents required, however received multiple emails asking me to provide documents I have already given. I then received an email on the 8th of September stating I would have a 'final resolution' to the claim within 5 working days. It is now the 9th of October and I am yet to have that final answer to my email or letter. I rang Southdowns Insurance asking for an update to which the agent stated the claim had been denied. There has been no written confirmation of this at any stage. Even when on the phone with the agent, I needed to provide further detail on the reason for the claim, yet he had the details in front of him. When asked why the claim was denied, his answer was 'I don't know'. After being put on hold, I was then told 'it was because I was delayed less than 12 hours'. Which is entirely incorrect, I wasn't delayed, the flight was completely cancelled and the next available flight back to Gatwick was 2 days later. (So, in reality, I was 'delayed' for 48 hours...)
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Southdowns Insurance services Ltd is a General Insurance Intermediary located in West Sussex. We are licensed and regulated by the Financial Conduct Authority. Our authorisation allows us to arrange and assist in the administration of non-investment insurance contracts. You can check our entry on the FCA website at www.fca.org.uk.
We currently provide sales and service support for an International General Insurance Intermediary but also offer our own products underwritten by within the AXA group.
Our sales and service agents are experienced, knowledgeable and efficient, dedicating equal time and attention to service and query calls as they do to quotations and sales opportunities. We aim to provide a service that we can be proud of and one that we would wish to receive if calling or e-mailing into the office ourselves.See more
