Call handlers range from aggressive to incompetent. Avoid.

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  • Value For Money

Guest's review of Natwest Travel Insurance

★☆☆☆☆

“Call handlers range from aggressive to incompetent. Avoid.”

Written on: 11/08/2021

Thank goodness this claim (now into its 8th month) isn’t for a significant amount, nor the medical emergency overly serious. From the first call we made while abroad there seemed to be endeavours to avoid responsibility - and to find a “gotcha” flaw in our claim. Made to feel as if we were planning the fraud of the century (the total is only about £500, if it ever gets paid). Already two complaints have been upheld by their customer relations team - and compensation (not requested) paid. The latest delays now are down to sheer incompetence - computer-garbled letters, letters without appropriate enclosures, and long delays trying to find someone to speak to.
We’ve a long and excellent relationship with NatWest as a bank - but I wonder if anyone there knows or worries or cares that in delegating their reputation to this bunch of clowns, U.K. Insurance Ltd, they are damaging their own brand.
Our Black account gave us this travel insurance (though we had to pay £150 extra for age and medical issues). The renewal date has passed and we have no intention of taking out further cover - the sour taste has even made us think twice about keeping the two Black accounts with NatWest: perhaps someone else will care more about their customers.
My recommendation - avoid like the plague.
Anyone out there from NatWest who gives a monkey’s?

  • Jan 2020 to Jan 2021

    Date of Insurance (month/year)

  • Annual insurance

    Type of Insurance

  • Value For Money

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