Rothwell & Towler Reviews 11

Avoid at all costs. Typical sly insurance company using semantics to avoid paying what they should. Unethical and immoral. The type of insurance company, among many, that gives the industry the appalling reputation it has.
Do not use this company under any circumstances and check they are not being used by any other company you think about using. Travelmedicalinsurance4u was the firm I used. The whole thing has left me greatly out of pocket for something that was not my fault.

Failed yet again!
See the response from them dated 9th January. As of 25th January, no payment has been made & no one has attempted to contact me as they stated they would do. Also, there was no confirmation of any out-of-pocket expenses they said they would cover including the return journey for my wife who stayed on as agreed with them until my mother-in-law passed away. I have no words to describe the incompetence & lack of empathy shown throughout.

‘I have asked the Claims Team to look at your case as a matter of urgency and also assess for any out-of-pocket expenses that were incurred up to the point of the surgery, please note food costs, toiletries and taxi costs are not covered by the policy.
Someone will be in contact with you very shortly. If you have any further questions or queries, please do not hesitate to contact the Complaints Team or you can respond to this email.
In light of the ongoing issues, you have experienced I have raised a further £100.00 to compensate for the distress and inconvenience we may have caused, I have processed this along with the original £100.00 I offered in my final response letter to the bank details we hold on file for yourself on your claim file. You can expect this payment to be in your account within the next 10 working days.’

Case Reference: GB1-24-207208
Complaint Reference: T2024U-0010847
Policy number: TS10259314

Avoid this company. We bought travel insurance from Travel Insurance Saver underwritten by Rothwell & Towler / Axa. It was not the cheapest policy as I wanted a reliable and comprehensive policy for a long haul holiday. They have refused our claim. They find a way to wriggle out if paying out citing clauses in the insurance documents. Total rubbish! AVOID at all costs!

Claim going on for months, asking for repetitive documents worded differently. Using the excuse of 'coded' or not 'visible' documents. Once they have all paperwork they come up with something else to drag it on... Declining claim with all paperwork requested. No contact details 'TBA' to contact insurance company so found details on web and surprisingly no response ever and on hold for hours waiting. Customer service doesn't exist. Very unprofessional. I never knew they covered insurance as 3rd party or would never have bothered.

I purchased a policy as I have an ongoing investigation. During the purchase process I chose the option that stated I had an ongoing investigation.
When I informed them of the conclusion of this investigation they cancelled my insurance on the spot and told me it had never been valid less than an hour before I was due to leave on a trip.
I declared my situation accurately and they told me I wasn't eligible for insurance.
AVOID THEM THEY'LL TAKE YOUR MONEY AND NOT PAY OUT.
The customer service when trying to deal with this was an absolute joke.

UPDATE: after a few weeks the company is asking for more details to 'verify' my review. This is a common ploy by companies to reduce their number of negative reviews. I would consider it higher likely the number of negative visible is much lower than the number received due to them pursuing this policy of 'verification' that many people won't have the time/effort to provide despite having genuine complaints.

UPDATE 2: Further attempts were made to dismiss my review despite it being genuine. Despite this effort to purge negative reviews, from the fact that currently negative reviews outnumber positive ones I can only surmise that the appalling quality of service provided to me is standard.

And as for me 'missing' the script hidden away in the small print, my original point still stands that after ticking a box clearly labelled 'you are undergoing investigations' I did not expect this to be voided in the small print. Besides my complaint is not just about this one point, it is also about the fact you voided my policies less than an hour before I was leaving, the initial joke of compensation offered, and the unpleasant experience on the phone with your operator.

Appalling. Holiday cancelled due to covid. I was refunded everything except the holiday insurance premium for my cancelled holiday. Company insisted in writing that they couldn’t refund my premium but promised faithfully to change dates when I rebooked. When I called them to change my dates 5 months later, I was informed that the cancellation was outside of 14 day cooling off period specified in the policy terms and conditions (which I’m sure many of their customers would have been, when holidays were cancelled during the pandemic) and that they had had to change their insurers which was out of their control (mine too but I’m the one out of pocket!). All that they could do, apparently, was give me another quote (trust factor was lacking by then so no thanks) or refund me half of my premium for a policy that was 0% implemented. Steer clear. Go for someone more reputable.

I wish I could have had as good an experience as the other reviewers - but I didn't. This broker uses some very unscupulous insurers. My travel insurance originally cost £56, but I had to move the dates due to Covid. They charged me a whopping £153 extra! But I couldn't travel on the new dates either (Covid again), and I asked to move the dates again - and they wanted another £33!!!! So a £56 policy now costs nearly £250. Scandalous. Can I cancel and get my money back? No!! They will only refund me 50%. Beware! Think hard before you trust this company. They use some very dodgy insurers.

Great communication, had to cancel holiday because of covid, matter handled very quickly an refund received very quickly.
Will definitely use again and highly recommended

Had to cancel Travel Insurance arranged through R&T, as a result of Covid-19. They were utterly brilliant, from first contact, to refund, despite the volume of transactions I feel sure they were dealing with, on behalf of other customers. Great on the phone, no reams of documents required, no obfuscation. Can't praise them highly enough. I shall not hesitate to use them for future cover, as and when travel reverts to some kind of normality. One of the 'good guys', at a time of extreme difficulties for all...