Procrastination a speciality

The policy was one of the more expensive but the level of cover was good (Gold Annual Policy).

We had to cancel a holiday due to health reasons. Submitted our claim via email and then two weeks later received a letter in the post asking for copies of things we had submitted in the email.

In order to expedite matters we replied by email advising that as the booking was made via the internet the documents were electronic.

Was then advised the originals needed to be posted.

Wrote an actual letter, reiterating that all documents were electronic, but enclosed printed copies. That was about weeks ago and we have heard nothing.

A friend was travelling with us submitted a claim to her insurers with the same electronic documentation and her claim was settled two weeks ago. What is really galling is that she did an internet search and just bought the cheapest policy.

We have been holidaying 3 or sometimes 4 times a year for the last 25 years and have never made a claim. We are a little worried now as we have another holiday booked for December. It may be time to take out a policy with a company with better reviews.

In summary: A good policy with excellent levels of cover until such time as you actually need to make a claim. Best advice would be to find a cheaper policy that might actually pay out in a timely manner.