Very poor customer service with a lack of compassion

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Daniela110's review of Fogg Travel Insurance Services Ltd

“Very poor customer service with a lack of compassion”

★☆☆☆☆

written by Daniela110 on 16/09/2017

AVOID THIS COMPANY IF AT ALL POSSIBLE!
Father in law diagnosed with terminal cancer so we had to cancel the trip. Initially they were very helpful but after promising 'to acknowledge receipt of claim within 3 days' and 'outcome with 10 days' we never received receipt of claim, had to repeatedly chase on the phone for any action to be taken and were told misinformation every time we spoke to them and the manner in which we were spoken to suggested staff have had no training in customer care.. Eventually when they attempted to resolve the claim they used the wrong information from the medical certificate meaning we did't get full payout due money and had to ring again. Bloke on the phone tried to tell me I had to put it all in writing again, at which point I lost my temper, spoke to a manager and had it resolved within the week - but no apology.

  • 01/2017

    Date of Insurance (month/year)

  • Single trip insurance

    Type of Insurance

  • Successful

    Was your claim successful?

  • Unfairly

    Were you treated fairly?

  • Value For Money

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