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“Easy to buy, but terrible when you need to claim!”

Written on: 28/08/2014 by 84Dixon (1 review written)

I've had four or five annual policies from I&G. I went for the Platinum cover with Worldwide and Winter Sports included. The whole process of going online, comparing the packages and purchasing are very good, but the problems I encountered were as a result of needing to claim, which was complicated, not user friendly, time intensive and I&G simply not understanding the basics of my claim.

1. You phone them, get a claim reference and then fill in (by hand!) various claim documents. Seriously, this should all be available electronically - it is 2014!

2. You send (in the post - again ... it's 2014!) all of the claim documents, along with any accompanying proof - including (in this case) a Doctor's form, which I had to pay for and cannot reclaim. I know now that this is cited in the T&Cs, but it does seem strange that this is excluded.

3. Eventually I&G wrote back to me to say that the Doctors form hadn't been filled in correctly. Ok - the doctor had missed off an answer to two questions, but at the same time I&G were demanding answers around fitness to travel, when the person who's illness caused the holiday cancellation wasn't actually travelling! I debated this at length with I&G, and eventually they just started ignoring my emails. I finally got an answer when I called them. By the way, it costs 15 pence per minute to call their 0844 number!

Finally I received a cheque, that doesn't cover my claim. They failed to payout on airport parking charges, as apparently I needed to provide them with a cancellation invoice, but no one bothered to tell me that, and so I'm going to have to do that now. Additionally I&G halved the actual payout, as although I had paid for the entire holiday, the flights and the hotel - apparently my girlfriend has to collect the other half from her insurance, which is simply ridiculous. I should point out that this policy is apparently "industry standard" according to I&G, but they never ever bothered to tell me that during the claims process. Ok, it's probably buried in their T&Cs, but who reads them!? It would have been advised at the time of submitting my claim.

As a final issue, I&G refused to send me the paperwork so that my girlfriend can raise a claim with her insurers. I&G will however forward this to the other insurer, if I call them (at 15 pence per minute) to give them all of the details of that insurer.

Ultimately I&G are great at providing a policy, but absolutely terrible when you need to make a claim. I won't be renewing my policy with them and will go elsewhere instead for my next travel policy.

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