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“Avoid!”

written by Adelyn229 on 24/04/2017

Please avoid at all costs!
Not sure how they have received any more than one star!
Zero stars would be my vote if I could.
The worst insurance company I have ever dealt with in my whole life.
I put a claim in 6 weeks ago and they company are making it very difficult for me to claim, even though I have provided all the relevant details many times over.
May I add the details they require for a claim are very excessive, and I feel not all the details should be required? Especially photo ID?
I've been paying the monthly premium for nearly two years, and they are refusing to let me claim for no good reasons.
I'm still paying now and feel I'm am force to pay, until my claim has been resolved.
It takes at least 4 days for them to reply to your emails, and when they do they ask you for documents you have already sent.
When you call them you are on hold for at least 15 mins, and then told that the person dealing with your claim is not available and the call taker doesn't work on the same team so cannot help you.
Never experience anything like this, I would in customer service myself and this service is shocking.
I have followed the complaints procedure, and been advised it can take up to 8 weeks to resolve?
As if in this day and age anyone can live without their mobile phone for that long.(This would be a total for 4 months from the start of my claim). My phone is vital for my daily needs! I have had to upgrade my phone which was still in contract, and spend money I can't really afford to be paying out leaving me out of pocket, when I thought the whole point of insurance was peace of mind.
I feel like they just want me to give up on the claim so they don't have to pay out! I will be following this through until this is resolved.