After the initial shock and disappointment, I am now down to informing any potential Columbus clients, that they are wasting their money and that making a claim with Columbus is 100% impossible.
Last month, we had to cancel our holiday due to a last minute emergency surgery that I had to have to treat a detached retina in my left eye.
As this was less than a week before our trip, we only managed to get partial refund from the hotel and no refund for our flights.
We thought that this won't be a problem, that we can surely claim the remaining money through our travel insurance.
So, I filled in the claim form and by mistake I submitted it without attaching any supporting documentation.
Didn't think much about it and submitted it again with all documentation attached.
Then, the first strange thing happened.
I received an email from Columbus, they informed me that my condition wasn't covered by my policy.
This was strange, as I didn't even include the paperwork, so I rang the customer services.
They deleted the claim that was rejected and I was then asked to send a few more documents (flights cancellation confirmation) for the other claim which had all supporting documentation.
While I was trying to get the other documentation sorted, the same notification came in, informing me that my policy doesn't cover trip cancellation due to an unforeseen illness.
Both emails same wording, so this is obviously an automated reply.
I checked my policy to find that I'm absolutely covered.
Tried calling back Columbus, but although their customer services hours are 12-14h (YES, 2 HOURS PER DAY) the automated message said that their offices are now closed (1:20pm).
Now, our claim should have been dealt with instantly. I've included so much documentation in regards with my illness, no matter how much one tries, this should have been paid out.
This wasn't a claim for a lost luggage or something else, where responsibility could be on our side.
I am at home, half blind and bed bound, with almost 2K out of pocket.
Columbus is a scam 10/10.
We've been with Columbus for more than 10 years and all I can advise is: do not even think about it.
Shame on you Columbus.
Reviewed on: 1st September 2022
