first call in late August re air traffic control replacement ticket. Sympathetic operative, details taken in full, case number given. Repeated calls over following weeks: no record of original 'claim', no record of my Lloyds account - which I have had for 45 years. Told that they were no longer covering air traffic control claims. On sixth call to 'complaints' operative found earlier record, apologised, new claim number, promised to email response. No response. Called today, told there had been 'a glitch in the system' which caused earlier problems. That I argued was their problem not mine. Operative cut off the call. I have been paying £22 per month for this account. Time to move.

Sham company No help no claim. You pay all these years and when you like to claim travel insurance, a big joke unfortunately. Company is a joke. They probably lost your all documents maybe they deleted no body knows. They will. Ask you same questions again and again. Months gone still asking. Feeling more stress and upset when they ask you question again and again. I hope this company shuts, otherwise more people. Will. Upset for paying and getting nothing from.

Absolutely shocking that you can not easily get a copy of insurance you pay for. Need to wait up to24 hours to get a copy and it takes about half an hour on the phone to get to talk to someone. I will be cancelling.

They ask for documentation that’s impossible to get in order to pay. The cover does not exist. They should be investigated themselves rather than tearing their clients like they are trying to do a fraud in claiming for what is rightfully there’s.

Paid twenty pounds per month for years and years. Had a couple of med conditions very minor well controlled and this year was diagnosed with a mild bronchial condition which was investigated. Told the insurance company and they wanted to slap a 390 fee on when I was going away in the middle of summer for one week. Not only that but they then said they wouldn't cover me for either of the two pre-existing conditions which I had previously been covered for unless I paid that 390 extra premium. Very quickly closed that account and would definitely NOT recommend the Gold card. Fortunately I am covered now with another provider. What a waste of years of fees.

Made a claim after suitcase and contents were damaged. Claim refused as I left my belongings unattended. Be prepared to sit in an aircraft hold so that your claim can be honoured. Closing account now.

My husband has had a ski accident in France and the assistance from the Lloyds/AXA insurance is appalling. They are just poorly trained unqualified to offer any help or assistance. I have answered the same questions continually and I am still trying to sort out my husbands flight home. He is alone in France and after one week they have finally confirmed cover/authoriation, they told me at 5pm today that he could have had someone else from the party stay and look after him the the aqccident happened almost a week ago. My husband says all other patients in the french hospital have come in and left before him in ambulances etc. however I am struggling to get them to arrange taxis, flights etc in a reasonable time. I have this cover under my platimium account and I will cancel this facility when my husband returns to the UK. when you are going through a stressful, difficult time you expect your insurance to help, advise and assist however I have had to continually chase them (up to 10 calls a day) to progress with the claim.

I fell criticaly ill with a brain hemorrhage while travelling to Austalia. Although I was covered by Axa travel insurance through my Lloyds gold bank account I received no help or support and was left to fend for myself. I was put in the hands of loss adjusters in Barcelona who refused to support me in any way and took three months to arrange my travell home. Y treatment throughout was disgusting.

My claim for a cancelled holiday was recently refused by Lloyd's underwriters, Axa on the grounds of a pre-existing condition. The holiday was booked 2 weeks after mentioning a very minor symptom during a routine visit to my GP. Six weeks later I was referred to a consultant for further investigation which unexpectedly lead to a serious operation. At the time of booking my GP wrote that I was in 'excellent health' and the outcome was most unexpected! I thought insurance was to cover you for unexpected problems ....but not Lloyds insurance. Their 'get out clause' states a pre existing condition as... A Condition For Which You Have NOT Had A Diagnosis. This could mean anything! Axa took ages to respond, asked for mountains of detailed paperwork, sent a letter with no enclosure, were most unhelpful on the phone and then informed me of their decision in a one line email. I was expecting a follow up letter but nothing has arrived. Another member of the party had Saga insurance and they paid in full for her within 48 hours which much less paperwork. My suggestion is use Saga and avoid Lloyds/AXA like the plague.

They will always find a way not to pay out we had our camera plus some other stuff nicked from our luggage at the airport and the don't pay out because they so its valuables and you should be with them at all times even thought you have to put your luggage on the plane and they take weeks phoning you back

Having recieved a letter of renewal , ( have been insured for 10 years plus ) I telephoned this morning in order to renew policy , I was questioned at great length and mentioned my wife has eye drops prescribed ( which can be purchased over the counter privatly ) The person I was speaking to , then siezed the oppourtunity to inform me that ther would be a cost involved...Another one for aservice that is supposed to be free ? on the Gold card system. I was pretty wound up at this time and culd not believe that this service was Lloyds TSB , I asked if the number I had rung was Lloyds as shown on there renewal notice . No came the reply we are AXA .....say no more !!!! I think its time to look for a new modern bank and a trustworthy Insurance Company ....Colin A. Foulkes

trying to claim for missed flight, stolen luggage, delayed departure and apparently they don't really cover any of that apart from delayed departure - about as much use a choclate teapot

I was delayed for two days by Thomas Cook in Egypt,I tried to make a claim with TSB and was told the document I was given by Thomas cook was not an indication as a problem with the plane and therefore they could not pay out.
Here is a the reason Thomas cook gave 'This is to confirm that TCX608L was delayed due to an unforeseen operationally significant defect which required rectification prior to further flight.
TSB said 'this could mean issues with the cabin crew'
DO NOT GET INSURANCE WITH TSB THEY ARE CON MEN.

** DO NOT BE CONNED INTO SIGNING UP FOR A 'PLATINUM' ACCOUNT **

Summer 2009 my bag fell overboard on a small boat taking us to an island off Dubvrovnik - lost ipod, camera etc. When I tried to claim they said I needed a statement of what happened from the captain of the boat (and preferably the damaged items - bottom of the sea)! AND the statement had to be made at a police station! The guy didn't speak any English. They just didn't seem to think this was a ludicrous thing to ask for and was blatantly a method of payment-dodging.

Now I'm in Sydney and concerned about getting stranded on some airport floor as Heathrow is snowed-in. I rang (ha-ha - their 'Platinum' account seems to involve being given several incorrect numbers to call) and was told by them that I would be covered for any costs in such circumstances. I specifically asked about hotels - covered apparently. I'd read the policy document - it's a max of 100 pounds!!! When I asked him about this he said that I was correct! I was furious as he would have deliberately misled anyone into thinking hotels were covered. He said it was 'unfortunate' that I though he'd misled me.

Shame on you Lloyds TSB - what a crock of rubbish I'm paying 20 quid a month on my account for. You just contribute to the bad image of both banks AND insurers - taking/making money but never paying out.

Having had annual travel insurance for approx 5 years and previously covering my partners pre existing medical conditions. This year tsb decided to review the AXA POLICY Basically they gave me a new renewal verbally of £105 and then when I decided to pay for it by phone the new renewal was £240. They had recorded my previous call and confirmed I had a genuine quote of £105 but they now have a different/new policy in place and therefore the price stands at £240 Tsb will not make allowances at all and basically say take it or leave it. Disgracefull i say.

Just had an annual review of my existing medical conditions - no changes except for the addition of a Pacemaker
but this policy (AXA) wants to charge me an additional £250 for cover of the existing conditions - ludicrous
Lloyds TSB you can do better than this