Essential Travel Insurance Review

Good Points
Dedicated customer service team. Friendly, informative - always keeping you up to date on where your complaint is at. They understood the mistake was their's and didn't hide behind excuses which I hate - you make a mistake you put your hand up which they did. They reimbursed my boss for his £100 loss and explained this would never happen again whilst sending a very nice email apologising for the problem.

Bad Points
That the incident happened!
However, the service given after the incident outways the mistake made and it's forgotten. I will continue to book my boss' travels/insurances through Essential because of their honest, professional manner.

General Comments
To cut a long story short. I had an incident where my boss was catching a flight, he booked a meet and greet at the airport (someone should have been there to park his car but weren't) he followed all the instructions that was asked of him by Essential but the mistake was made by essential travel. My boss nearly missed his flight and had to pay an additional £100 to another firm to deal with the matter whilst he rushed off to catch his flight. I contacted the customer service team and dealt with a very calm, professional and understanding lady who suggested I wrote everything down and mark it for her attention and she would process the complaint, and process she did. She kept me fully informed as to where she was with the process and explained she had passed the details on to her management team for authorisation. Normally you're forgotten about in other companies once it ' s passed up the chain of command which is always annoying but not with this member of staff. She emailed me to say what they were going to do and apologised profusely for his experience. I liked the fact that the person that took the complaint, processed the complaint, dealt with it and completed it from start to end.