Made a claim on 9th Feb after returning home early from a ski trip due to my Father's death. Still waiting to hear from them on 21 Mar despite numerous chases. Appaling service, do not use.
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See what reviewers are saying
Avoid. Snowcard is handled by Allianz Assistance who are the most inept company I’ve ever dealt with. It has taken just over three years for them to settle my (straightforward) claim. I won’t go into... See more
Company replied
Used snowcard for the first time this year for a ski touring holiday. Unfortunately my guide was injured and the trip got cancelled. The team at snowcard helped me sort travel expense reimbursement fr... See more
Have used Snowcard several times. This time I had to make a claim and Snowcard are no where to be seen, you have almost no way of contacting them direct and have to deal with Allianz - who are slow at... See more
Company replied
Company details
Written by the company
Snowcard Insurance provide specialist activity holiday travel insurance for most mountain sports, winter sports and water sports. Policies cover emergency medical and rescue expenses and can be tailor made to include baggage, equipment, electronic gadge...
Contact info
United Kingdom
- assistance@snowcard.co.uk
- snowcard.co.uk
1.9
Poor
23 reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
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Made a claim on 9th Feb after returning…
Made a claim on 9th Feb after returning home early from a ski trip due to my Father's death. Still waiting to hear from them on 21 Mar despite numerous chases. Appaling service, do not use.
February 9, 2026
Unprompted review
Reply from Snowcard
Update 23 March
Hi Hugh,
we have been in touch with the insurers loss assessors at IMG and they have advised there is outstanding documentation required to complete your claim. They have been trying to call you without success today, can you please make contact via their phone number on this link https://www.snowcard.co.uk/how-make-claim
Alternatively, you can email me the best number to contact you on and I can pass to the claims handlers for you. assistance@snowcard.co.uk
Claims payment delays are generally always because of missing information but we can assist if you have difficulty providing or sending information.
Kind regards
Russell
Hi Hugh
Can you please make contact through assistance@snowcard.co.uk and we can assist you with your claim.
If there is a delay from the insurers in responding to your claim, it will be because there is a problem and I am sure we can assist in helping you. Claims are normally turned around within a short period and this does sound unusually long?
Please make contact asap.
Kind regards
Russell Dadson
Director
Snowcard Insurance
Avoid
Avoid. Snowcard is handled by Allianz Assistance who are the most inept company I’ve ever dealt with. It has taken just over three years for them to settle my (straightforward) claim. I won’t go into details but I've had to contact them constantly for updates and very seldom get a reply. Honestly you have better options, DogTag for example settled my claim when I broke my hip abroad in less than a couple of weeks.
March 6, 2026
Unprompted review
Reply from Snowcard
Hi James,
I am sorry to hear you have had problems with your Allianz claim.
Whilst we stopped using Allianz as our underwriters last year we did have a very good experience of their claims team.
It is a shame you did not ask us for assistance as our claims manager at Allianz was extremely attentive to our clients needs and he would have been more than happy to help you.
When clients have difficulties with claims, it is often to do with communication problems or missing documentation but we can always provide back up and assistance to help speed up claims settlements.
We had a very low volume of claims complaints with Allianz but it is an unfortunate fact of life that all insurers sometimes get it wrong, it is the nature of the beast!
With best wishes
Russell Dadson
Director, Snowcard Insurance
Wonderful customer service
I had a stressful experience with Allianz, but as soon as I contacted Snowcard Russell Dadson helped immediately, resolving the situation (I have just received confirmation of reimbursement for medical expenses from Allianz).
I will definitely be using Snowcard again - the customer service is wonderful. Thank you so much :)
May 16, 2024
Unprompted review
Reply from Snowcard
Hi Yasmin,
Thank you so much for your kind words and I am very pleased we were able to help. Whilst most of the time insurance companies do very good work, sometimes things need helping along and we are always on hand to assist our clients if there are issues processing claims. Done hesitate to contact us if you need help in the future.
With very best wishes,
Russell
Ski Insurance Paper War
My reaction to reply 9 April: The Snowcard response is not quite my recollection of events, especially the lack of understanding comment. I was indeed asked for things that were, let’s say, mystifying. However, there is no doubt, the Snowcard reaction and involvement was a great help. Thank you for that Snowcard. Let’s hope it is all fully resolved soon.
I am having the same experience as some previous reviewers. For the first time in 40years, and about 100 ski trips, I am having to make a claim. Allianz have launched a paperwork war on me designed to make me give up claiming. For example; they say my ski pass receipt doesn’t say ski pass on it. It’s what they gave me, is from the company with the exclusive contract for the lifts in Val D’Isere and Tignes, it says it’s for 6 days, covers Val and Tignes, and is for the costs of a weeks ski pass as on the Val D’Isere website. They asked me to prove I hadn’t had a refund🤷♂️, they asked for a copy of my insurance document, yes the one they sent me, with the policy number on it. That will be the policy number at the top of the letter asking me for the policy number, I can go on with the nonsense they ask for. It is all a ploy to wear you down and give up. If you are a skier don’t go near Snowcard or Allianz for insurance they are, in my opinion, utterly appalling and a waste of money.
April 1, 2024
Unprompted review
Reply from Snowcard
Update 9 April 2024: this client made contact and was able to explain that he didn’t understand the need for the documents he was being asked to provide by Allianz. We were able to clarify this with him and with his claims handler at Allianz and his claim was finalised within the day.
The lesson here is that, if in doubt, ask for our help before resorting to TrustPilot. Both the staff at Snowcard and Allianz are dedicated to providing an excellent service and we would highlight the need to treat all service staff with consideration and respect. There is tremendous value in having a company like Snowcard on hand to help with claims and this case highlights what can be achieved when help is reasonably requested.
Original reply 7 April 2024.
Very few people have problems with claims and when they do, it is normally over missing documentation. Insurance companies have to assess claims and if their requests for information seem illogical, come to us and ask for help.
Of the thousands of policies we sell only a tiny few have difficulties and when you look at the handful of 1* reviews posted on this platform, the common thread is that our assistance has not been requested and the complainant is frustrated by a process they don't fully understand.
TrustPilot is such a negative platform and provides an unbalanced and often misunderstood view of the service providers good intentions. You have not provided us with your name so we cant see who you are but I am fairly certain you have not given us the courtesy of requesting our assistance, had you done so you would have been looked after very well.
If you can make yourself known I will happily remove you from our database and accept that your business will be placed elsewhere in the future.
Russell Dadson
Director, Snowcard Insurance Services Limited
I broke a bone in my foot whilst skiing…
I broke a bone in my foot whilst skiing (first alpine injury in over 20 years skiing). I was claiming for £300 (medical costs + pharmacy costs). I made my claim on Monday morning from returning from holiday, spoke to a very helpful consultant from Allianz for 20 minutes & supplied some documentation. I was paid the full amount directly to my account by the end of the week. Great service!
March 23, 2024
Unprompted review
Reply from Snowcard
Hi Rufus, a big thank you for your review, it is great to get your feedback. Our underwriters at Allianz do a fantastic job and unfortunately they don't get enough praise for the good work they do so we will pass on your comments.
With kind regards
Russell Dadson
Director, Snowcard Insurance
Bad experience!!
Have used Snowcard several times. This time I had to make a claim and Snowcard are no where to be seen, you have almost no way of contacting them direct and have to deal with Allianz - who are slow at responding, constantly trying to find ways not to payout (my claim from 3 months ago is still unsettled). I would definitely NOT recommend you used this company!!! If I could give zero stars I would!
March 18, 2024
Unprompted review
Reply from Snowcard
Unfortunately you have not revealed your name so we cannot check on your situation. Anonymous TrustPilot reviews are not the best way to obtain support, if your claim has been outstanding for 3 months, why have you not contacted us properly through normal channels? If you had you would have received our full support.
We are extremely pro active about providing assistance when asked and we have an excellent and pro active relationship with Allianz and can provide swift resolutions to problems. Generally when there are problems, which are thankfully few, Allianz are extremely positive about supporting the needs of our clients.
Delays or difficulties normally revolve around problems in providing supporting documentation, our web guide on processing claims gives detailed information on how to properly submit a claim and common pitfalls.
If you are able to communicate your claims reference to us and make yourself known we will be able to assist. Please use the email contact via our website.
Russell Dadson
Director, Snowcard Insurance Services
find alternative insurance
Used many times before for ski holidays. Unfortunately this time I needed to make a claim.
Allianz will ignore you and refuse all claims
worst company I have ever had to deal with
February 8, 2024
Unprompted review
Reply from Snowcard
We work very closely with the insurers at Allianz and they have an excellent and dedicated team of claims handlers. Normally when there are problems, and they do happen from time to time as is the nature of insurance, it usually revolves around mis-communication with the provision of supporting documentation for the assessment of the claim.
I can see that you contacted us a few days ago and we requested that you contact Allianz for an update as your claim was very recent and if you had problems to provide your claims reference for further investigation. You haven't come back to Snowcard for assistance but if you do have a claims reference, send it through to us and we will be able to deal directly with Allianz on your behalf, any problems are normally quickly resolved and we can make a big difference in speeding along the assessment and settlement of claims.
This link is also useful in explaining the claims process https://www.snowcard.co.uk/content/guide-making-claim
Russell Dadson
Director, Snowcard Insurance
Used snowcard for the first time this…
Used snowcard for the first time this year for a ski touring holiday. Unfortunately my guide was injured and the trip got cancelled. The team at snowcard helped me sort travel expense reimbursement from Allianz and couldn’t have been more prompt or more helpful. Really shows the value in having a solid insurance broker who knows their area well. Many thanks.
March 1, 2023
Unprompted review
Faultless experience!
Quick and simple cover process that provided peace of mind whilst out skiing with a friend for the second time! Very clear instructions and details about the cover provided for both of us (including severe anaphylaxis) and process for making a claim. For such a small team to handle a business this important is something to be commended, I shall certainly use them again!
January 31, 2023
Unprompted review
I just wanted to thank you for your help with a claim
I just wanted to thank you for your help recently with my claim. I can see some people have had problems and you say we can ask for help which I did. You were brilliant and I was able to get my claim settled quickly and smoothly. Thank you again.
May 16, 2023
Unprompted review
WARNING NEVER USE SNOWCARD
WARNING NEVER USE SNOWCARD
This company and Allianz are a complete rip off. We have had to fight for months to get a basic claim paid. They have done everything to avoid paying, avoid answering, avoid their responsibility.
SNOWCARD policy is a complete deception as my accident meant I needed special medical interventions in the UK which the NHS did not cover and Snowcard refused to pay. Embedded in the micro hidden policy details which is a compete scam. I have used many other ski insurance companies and never ever seen such a deliberate approach to rip off customers and deceive them. take my word for it. DONT USE THEM
February 16, 2023
Unprompted review
Reply from Snowcard
I am extremely sorry to hear about your difficulties although I can't see from your post who you are or if you have sought our assistance with your claim. Please note that Snowcard are not the insurance company, we are the sales agent and it is the insurers who are responsible for the settlement of claims. Where clients experience difficulties or delays with their claims, we are able to assist and speak with the insurers on your behalf and help move things along where there are problems.
All travel policies are the same in that they only insure expenses incurred on holiday and they do not provide for private medical treatment in the UK. Once returned to the UK, any ongoing treatment must be obtained either through our NHS health service or via your own private medical cover if you have it.
Whilst most insurance companies provide an excellent claims service, there are times when things do not go smoothly which can be for many reasons. This might be because there is missing information or it can be because of other factors like claims volumes or busy periods when service levels drop. However, companies like Snowcard are here to help and we can assist with getting claims settled faster where there have been unreasonable delays.
Insurance is a complex service and it is important that people understand the extent of their policies and seek assistance from the issuing agent when they experience problems.
Thank you for your feedback, it is valued and if you would like any help please contact us either via our email address or website and if you would like us to follow up on anything with the insurers, we would be more than happy to assist.
Best wishes,
Russell Dadson, Director, Snowcard Insurance Services
Not the company they once were
Not the company they once were, I have used snowcard for over 15 years on and off and have recommended them to several people, in the past found them to be extremely helpful and my only previous claim was dealt with swiftly. However recently after insuring my daughter with them for a ski trip, after having to make a claim, the inability to communicate with Allianz who handle their claims now, means that I will no longer use snowcard. My daughter was on a ski holiday and suffered a moderate injury to her knee , standard ski stuff really. She needed rescue assistance off the slope and some hospital treatment. The hospital treatment was paid for with the intention of reclaiming the cost, but the rescue assistance needed paying, given that it was over the £500 amount they claim they will cover immediately we attempted to contact Allianz and snowcard to make the claim. My daughter has significant hearing loss so struggles with phone calls. Unfortunately Allianz / snowcard provide no email for correspondence regarding claims, only the telephone numbers, there is an online claim form but this is only to make a claim retrospectively and not seek assistance. She emailed the assistance@snowcard email address to get a generic response back stating snowcard are not responsible for claims and contact Allianz via telephone. I called Allianz on her behalf and after a 15 minute wait got through to an agent, who could not come off the standard script and provide an email address for correspondence and suggested my daughter who I had explained was deaf, call them and give me consent to talk to Allianz on her behalf, a bit numb. The conversation went round and round with the agent constantly staying I’ll put you on hold while I speak with my supervisor, but could not provide an email or explain if they would cover the cost of the outstanding medical bills , which they advertise they do. In the end I gave up. The next day I tried again, this time after over an hour on call waiting I got through to an agent who did provide an email address, great , but said that really she would have to pay her medical bills first and then make a claim on her return. So they don’t cover treatment or medical cost at the time of the incident. I appreciate that Allianz and snowcard may be separate businesses but Allianz’s poor communication really does reflect on snowcard who we took the policy out with. Let’s hope the claim process goes smoothly and this review can be readjusted.
April 21, 2023
Unprompted review
Reply from Snowcard
Dear Sir,
Thank you for your feedback and of course we are very sorry that you have cause to write such a poor review.
As you identify, the problem lies with Allianz and not with Snowcard. However, poor performance with the insurers does reflect badly on us but we can help.
This has clearly been a difficult case but we will pass on your feedback to Allianz and request that they see what can be learnt from the experience.
It is a regrettable fact that insurance companies can be difficult to deal with but intermediaries like Snowcard can assist and whilst the vast majority of claims are handled without incident, sometimes problems occur and we will always do what we can to support our clients.
If there is anything we can do please get in touch with me personally and I will help as best I can. Please send me your name and claims reference and I will speak with Allianz on your behalf.
With kind regards,
Russell Dadson, Director, Snowcard Insurance
Incompetent claim handling and failed promises to resolve the case
I have used snowcard for years, but this is the first time I've made a claim. It seems that since becoming part of Allianz, the claims handling is dismal. At one point they even claimed snowcard was nothing to do with them. Eventually after a 2 hour call on 14th Feb 2023 during which the call handler entered all my details into the system, including me re-sending documentation that had already been sent, I was told that a loss adjuster would look at the claim within 5 working days and payment would be made within another 5 working days. I specifically asked if they had everything they needed from me, and was told that they did. I chased it up again on 3rd March and was told that it was still pending, but that my case had again been expedited.
As of 23rd March I have still not heard anything and the case is not resolved.
This is, by a country mile, the worst insurance handling I have ever experienced. They seem to do absolutely nothing unless you ring them, and then they make promises that are not fulfilled.
I would recommend avoiding anything to do with Allianz insurance, which is a shame as I know snowcard had a good reputation prior to becoming part of Allianz.
Update: Within a few hours of posting this review, the claim was settled.
January 30, 2023
Unprompted review
Reply from Snowcard
At Snowcard we take any 1 star review extremely seriously but also personally. We are a small specialist unit and we are not owned or controlled by our insurers. All brokers and intermediaries like Snowcard exist to help and assist our clients both with the sale of their policy and also with any post holiday claims.
By posting 1 start reviews about the insurers claims performance without first referring it to us means that you are not fully utilising the service we offer. Your claim has been settled today because of our intervention but had you contacted us two weeks ago, you would not have had to resort to TrustPilot which is not really the place to discuss business.
Insurers are by nature large and cumbersome organisations. Most of the time, they are efficient and provide an excellent service but sometimes they do a bad job but that is where we can help. All of the poor reviews we see relate to routine problems with the timing of claims settlement and this is unfortunately a fact of life when dealing with insurance companies.
I would urge any client to contact us before resorting to TrustPilot. We have been providing specialist activity travel insurance for over 30 years and have an excellent reputation. The performance of our underwriting insurers is not within our direct control but we can assist in getting to the right people to sort out problems quickly and efficiently.
Russell Dadson, Director, Snowcard Insurance Services Limited
Payout only with the help of financial ombudsman
Update: After nearly 12 months of chasing and engaging with financial ombudsman service the underwriting insurance company finally paid out the claims. Snowcard have been helpful at the start of the process to get the claim going but have not helped at all during the process. They have since changed the insurance company they use hopefully for the better. Therefore I have changed to 2 stars.
Original:
Paid £600+ for Snowcard insurance with techno pack. We got our equipment stolen from the boot of a locked car while travelling and read the fine print and did what they asked (got a police report, filed all documents etc) at the start of September. Also sent them the original police report via tracked delivery which they received and signed. After countless emails from my side they are yet to acknowledge the receipt of the documents sent or share any progress or anything at all. It's been 3 months since I submitted the claim and 3 weeks since their last email. I doubt I'll get anything paid out without a lawyer.
Just because they have a nice website it doesn't mean they have any customer service or any intentions of paying out.
Please learn from my mistake and spend your money elsewhere.
December 6, 2022
Unprompted review
Reply from Snowcard
The problem with this claim was that there was a lack of evidence that the theft had occurred. This claim involved a significant amount of expensive electronic equipment stolen from the boot of a hired car. Whilst a police report was obtained, it was inconclusive.
There was no evidence provided of damage to the hire car or evidence of how entry was gained. The conclusion was that the car boot had been left unlocked. Under these circumstances any insurance company would make detailed enquiries into the claim.
We understand that this case was submitted to the Financial Ombudsman leading to the insurers maintaining their decision to decline to pay the claim. However, it appears there has now been some agreement on this but Snowcard are not provided with the detail of the outcome so we are unable to comment.
The lesson to be learned from this case is to take photographs at the time of a theft and make sure there is sufficient evidence of a crime to allow the police and insurers to assess and agree that an insured event has indeed occurred.
Snowcard as sales intermediary are not provided with specific details of claims so this review is somewhat misdirected as decisions made by the insurers are not influenced by the sales intermediary but are wholly based on the claims information provided by the client to the insurance company.
We are well known for being extremely helpful and supportive of clients with claims problems. This was not a straightforward case and full information relating to the assessment and investigation of the claim were not made available to Snowcard.
I hope we can all learn from this,
with best wishes,
Russell Dadson
Director, Snowcard Insurance Services
Original:
Claims are handled by the insurers claims assessors and not by Snowcard. Snowcard can assist with communicating with the insurers if there is a problem with a claim but you have not asked us for help. Having not heard for 3 months, there is clearly a problem and we will be able to assist in getting to the bottom of what ever the problem is but you do need to ask for our help. I can't tell from this review who you are but if you contact Russell Dadson, director at Snowcard via the web site contact form quoting your policy reference, any claims reference you have been given by the insurers and the date you submitted your claim we will be able to assist you.
Took months and months to get any sort…
Took months and months to get any sort of response from the loss adjusters. Finally paid out minimal fee which barely covered any of the costs I incured when I had my passport stolen. The only thing going for it is a good UI, but that doesnt pay the bills
April 4, 2022
Unprompted review
I recently needed help when I injured…
I recently needed help when I injured myself mountain biking, excellent response, made to feel really valued and the emergency assistance service were spot on. Thanks also to the guys at Snowcard for helping with sending though policy details and confirming cover.
July 27, 2022
Unprompted review
I've been in hospital in Italy for 5…
I've been in hospital in Italy for 5 days now. This company have been ignoring calls from the British Embassy here in Rome and in England. They sent a English speaking Dr running on the phone saying they are going to put me in a hotel and arrange my flight home. I rang my family in tears saying my nightmare is over. The nurses took me off all drips and everything and said goodbye. Then, company sent a email saying they now need my home medical records. I don't have time to that because I've got to now leave this hospital. The Dr's are furious with them and feel so sorry for me. Please please avoid this company at all costs. The situation has no way been resolved. Because I'm no longer a patient at the hospital but they are letting me stay tonight out of human kindness. Insurance companies always do this. They take like leeches yet hate giving back just a little bit. Personally I wish I'd never heard of Snowcard. The pain they have caused my family and I today is unbelievable. My daughter is still crying because she daddy was coming home.
July 18, 2022
Unprompted review
Reply from Snowcard
This review does not reflect the situation presented to the insurers assistance team. The situation has now been resolved.
Comprehensive cover and personal service
I found snowcard after having difficulty finding a policy that properly covers the risks of off-piste skiing with and without a guide, inside and outside of resort boundaries. The policy was not cheap but all insurance prices seems to have increased this year and it meets my needs. The reason I'm leaving this review is because I had to make a claim when my skis were stolen outside a mountain restaurant. The claims process was straightforward but the claims management company were very slow and uncommunicative. I contacted snowcard to see if they could help expedite the settlement and Russell Dadson took ownership of my problem and made sure I got paid. He also gave me some helpful advice on how to proceed with a flight cancellation issue. It's nice to be able to deal directly with someone who cares about their customers rather than the typical call centre operation.
May 15, 2022
Unprompted review
Reply from Snowcard
James, thank you so much for your review, it is very much appreciated. I am glad we could help, we always try and do all we can to help clients both before a sale and afterwards if a claim is made with the insurers. Thank you again, best wishes, Russell
Impossible to get through on the phone.
Impossible to get through on the phone.
Managed to get through once to be told they are busy and will ring back shortly.
Nobody has called back, and I have tried numerous times this past week at various times each day to speak to somebody about insurance for a High Altitude Expedition. Always put on hold and can never get to speak to a human.
April 1, 2022
Unprompted review
Thank you so much for your help when I…
Thank you so much for your help when I got stuck this winter in France, great backup and service when I needed extra cover, no complaints!
April 16, 2021
Unprompted review
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