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“Shambles. Don't call in a crisis.”

written by Travelcustomer on 27/08/2011

Swiftcover - aptly named...quick to take you premium (and auto-renew it), but harder to pin down than a greasy pig afterwards. Stranded in an airport after my flight was cancelled, I called the travel helpdesk in a panic to find out about cover for rebooking. The first guy I spoke to explained that the claims department had some discretion and could help immediately. He promptly transferred me to a recorded message by the claims department, which is, er, closed at the weekend. Great. Next, the 'emergency line' - in fact an 'emergency medical line' - whose staff had no knowledge about Swiftcover at all. Next up, the travel helpdesk again, only to be passed to another 'emergency' line which turned out to be the same medical one. Another dead end, and call back promised but never received. Finally, the helpdesk revealed they couldn't do anything for delays of less than 24 hours. 45 minutes, 7 phonecalls to 087* numbers, three different versions of whether Swiftcover's travel helpdesk was even open on Saturdays, and at least three call handlers who worked for AXA and had no idea about Swiftcover at all. A complete shambles.