Collinson Reviews 76

An update to my review dated 5th August 2024.
Despite my best efforts to have my claim fairly settled with Collinson, they have continued to stall matters at every turn. I am no further forward and last week I proposed that if I did not hear from them by the end of the week, I would bring the matter to the attention of the Financial Ombudsman.
Needless to say, I have heard nothing from them and so today I have lodged a complaint with the Ombudsman clearly laying out the entire history of my claim going back to 7th May. I am hoping that the Ombudsman can bring his authority to bear on the issue and compel Collinson to behave in a professional and ethical manner.
I write to warn people to stay away from Post Office travel insurance because after many years of claim-free insurance with them, I am utterly appalled at the indifference displayed when a bone fide claim is lodged. Having received a diagnosis of incurable prostate cancer which precipitated the claim, I can well do without this additional trouble. Beware!

My daughter could not travel on the day of our holiday to Greece due to falling ill at the airport, after many emails, sending in constant evidence regarding the documents for the holiday( flight tickets, booking information etc) I thought we were getting somewhere until they said I needed a medical declaration from the doctors to indicate my daughter had in fact been seen by medical practitioners, I payed £40 for this and sent the required evidence off however because my daughter was only evaluated by the dr 3 days after falling ill due to not being able to get an appointment I was then told the medical declaration that the Dr had filled in was infact void because he did not specify whether she was unfit to travel on the day of travel, impossible to prove as I reiterated that the appointment was made 3 days after, so it was phone call after phone call disputing this, anyway my argument was: if I had of gone ahead and taken her to Greece in her developing condition then they would of had to pay alot more in medical fees than the amount I was looking to claim back for, in the end I threatened to get the travel insurance ombudsman involved as I had provided/submitted all evidence and they were STILL finding excuses, 2 days later they phoned to say the claim had been successful & 24 hours the full amount I had claimed for was back in my account, It could of been a so much easier process than it actually was, my advice is to push & probe them every way possible, If you feel you have submitted all evidence and they are still reluctant just mention the Ombudsman they don’t seem to like being taken down this avenue.

really poor service
they put me through to to wrong department.
Refused to help solve my problem.
Do not buy insurance through easy-jet that use this company that is less than helpful.

They are a total fiasco and I would not recommend this insurance company to my enemy. They demanded that I provide all manner of ridiculous information before telling me that I would receive £430 compensation in an email, only to the tell me that I would receive £250. They do everything to pay the least amount and five the impression that they would not pay anything if they can get away with it.

Excellent , kept in touch can’t praise them enough, travelled home assisted and the nurse they sent to assist was a really professional lovely caring person.

easyJet flight...Missed the flight in April 2024 due to car problem, provided all the evidence.. First they said I took the flight.. After explaining and pointing them to details and evidence.. They agree that flight was missed.. Received call on 113/96/24..advisor Nwabisa.. She start asking question around time when u left home what time it broke down.. Every thing was explained but she was adamant to refuse claim.. Which is usual practice they go through..will be raising it with ombudsman and other social media platform!! Ref#619396

Having made what I thought was a straight forward travel claim I was left in the dark for months on the outcome. Even if you have a valid claim I believe that their strategy is to repeatedly ask for the same information and then hold onto the payment for as long as possible. At one stage they even wrote to me about somebody else's claim. Complete chaos! I will NOT be using them again.

Ekta was excellent, always kept in touch with me regarding an issue. Can’t praise her enough.

I paid for snow cover but they will not cover rescue

DO NOT USE

they are basically scammers - and will place you on hold for hours!

I felt obliged to write Collinson Insurance Group a review, due to the excellent service I received from them with my claim and to give them some support, what with all the negative reviews they have received on this platform.

I booked a holiday last year to Thailand from the 3rd May - 5th June and, during my last week on holiday, unfortunately I crashed the motorbike I was renting and had to be admitted into hospital for surgery. The total amount of the medical costs came to over £1000, so naturally I was very disappointed to have to pay out such a large amount of money.

I had taken out insurance with the Post Office - who supply insurance through Collinson - and so, when I returned home, I began the process of trying to make a claim to get at least some of the money back that I had spent on medical bills. I was told by a customer adviser to upload certain documents - such as: medical certificates; credit card transactions and flight booking details etc - which I promptly did. I was also required to get my GP to fill out and sign a document, so I got on top of that as well.

In the month of August, I then received an email to say that my settlement had been processed and that I would receive payment within 5 days. Collinson were true to their word, and I received a payment of £1038.44 into my bank account - a reimbursement of the FULL cost of my medical bills. To say I was overjoyed is an understatement. The whole process took only around two months to resolve, which is not really a long time, as insurance companies do need time to look into claims etc.

I was later thrilled to learn that I would also be receiving compensation for my cancelled flight, as, due to my accident, it wasn’t suitable for me to travel on the date that I had originally booked to return home, and so I had to make a new booking at a later date.

To the people complaining in the comments about having to wait very long periods of time for reimbursement, I can only guess that these individuals have not taken the time to fully read the requirements of the insurance company - such as the specific documents that are needed for a claim to be submitted - or I’m certain that they would have been reimbursed by now.

I do a lot of traveling and will never hesitate to use this insurance company again, due to the excellent service I received from them when making a claim last year.

Highly recommend. 5*

DO NOT USE POST OFFICE TRAVEL INSURANCE (Collinson Insurance Services Limited)

The other reviews here are true. THEY HAVE NO INTENTION OF PAYING ANY CLAIMS. SHAME ON THE POST OFFICE FOR USING THEM

I had a lost money claim go through and they ask every time for different documents to try and make you give up
THEY THINK THAT SENDING 2 STATEMENTS FROM 2 DIFFERENT UK HIGH STREET BANKS IS NOT OK AS PROOF OF ADDRESS!!
Now they ask for CELL PHONE BILL (note the use of cell rather than mobile) BECAUSE THEY WORK FROM NIGERIA OFFICES!!! the other reviewer did his homework as I did, it's true sadly.
My claim is now 3 months old, continually sending more and more documents to try and prove irrelevant things not even pertaining to the claim. PLEASE SEARCH FOR POST OFFICE TRAVEL INSURANCE REVIEWS for more information

if you are taking out travel insurance for peace of mind don't use any insurance service underwritten by Collinson Group
PS. UPDATE, THEY REPLY HERE TO MAKE IT LOOK LIKE THEY CARE, I CAN PROMISE YOU WHEN YOU LEAVE YOUR EMAIL FOR THEM TO FOLLOW UP, THEY DO NOT FOLLOW UP!!! IT'S JUST TO MAKE YOU GUYS THINK THEY CARE

AKA Crisis24 - Appalling - 3 months for a reply even after emails and calls - avoid at all costs

Poor customer service, slow replies, attention to detail is poor and slow payments after finally approving claim. Would not renew with them.

Superb service, super speedy reimbursement result.Alex Cameron was fantastic!

I am waiting for a 3-month answer for a refund request involving a travel insurance made with Solid Forsakring (another scam) purchased through Booking.com with a Wizzair ticket. Nobody wants to get involved. They are very unprofessional, to put it mildly. Avoid these companies!!

Abysmal customer relations. Tried to call them on several different numbers. Nobody answers the phone. A recorded message says to write to them and then cuts off.
Stay away from this company!!

Flight to Italy with EasyJet was cancelled due to issues at airport. We managed to get the same flight a day earlier. When we tried to change the days with Collinson we were told to cancel insurance and rebook for the days needed.
We had a great deal of trouble cancelling the original insurance (needed to do this over the phone as no option to do it from the website) and getting a new one from them for travel days was impossible. Their website sent us to another company who wanted to charge about £97 instead of the original charge of £35.75.
Have had at least 5 phone calls to Collinson to get a refund and have been told today (30/8/23) that we need to claim it back from EasyJet as they cancelled the original flight. We were also told we should have cancelled the fights and insurance and rebooked the whole trip.
About 350,000 people had their flights cancelled that day - what were the chances should we have cancelled and rebooked, that we would have been able to get flights. So we went with the day earlier flight and same return. They have refused to refund the premium although they gave us no cover. Didn't think we would have this much hassle from the insurance company.
Bought insurance from Tesco's for £41 which included the extra day, so will be using them in future.

The lack of communication, other than a standard response saying that they will respond following an outcome to your submitted claim is unhelpful. Website is poor and trying to get through on the phone impossible when in UK! Would not recommend purchasing this travel insurance

Don't go near this company.
They are the subcontractors for Post Office Travel Insurance. I made a claim for £1430.31 in September 2022 and now (February 2023), after repeated phone calls and emails from me, they have not paid anything. I am repeatedly told I have been made a priority and they will pay out "soon". The biggest issue is very poor communication, and they have no plans for how to clear the backlog which built up when COVID struck, 3 years ago now.