I renewed my travel insurance policy over the phone nearly 7 weeks ago, only to find that I had been overcharged compared to the original... I renewed my travel insurance policy over the phone nearly 7 weeks ago, only to find that I had been overcharged compared to the original renewal quote. I was told this would be escalated to a supervisor and that I would be refunded. Since then, I’ve made over 10 phone calls, sent multiple emails, and each time I’ve been told the exact same thing: “I’ve sent this to my supervisor.” Weeks went by with zero action. Eventually, I had enough and decided to cancel the entire policy. I was assured by the colleague on the phone that I would receive a full refund and an email confirmation. It’s now been 10 days—I’ve received neither. I called again two days ago and, unsurprisingly, was met with the same line: “I’ll send this to my supervisor.” This has been the worst customer service experience I’ve ever had with any company. There’s no accountability, no follow-through, and no resolution. I strongly advise others to look elsewhere for travel insurance. If this is how they handle billing issues, I dread to imagine what claims handling must be like. Read more Read less

The Key Facts document that they are still sending out today lies about what is covered. It directly contradicts the policy document and they refuse... The Key Facts document that they are still sending out today lies about what is covered. It directly contradicts the policy document and they refuse to honour the terms they advertised to me at point of sale. If you are caught in this trap, be aware that the Consumer Rights Act 2015 makes it clear that sales promises are binding so don't let them fob you off. I have started an Insurance Ombudsman complaint but that takes six months so will be starting a small claims court action too. What a hassle just to make a £2k claim. Read more Read less