Claims Settlements Agencies Ltd Reviews 

Unfortunately I can’t give zero stars. This company are an absolute sham. Put a claim in November last year and still waiting. Apparently they looked at our claim yesterday 17/01 and that’s all. Never acted on it no settlement what a joke.
There is a formal complaint in with them.
Our ref is CIC/281307.

Had I realised this company was involved and read the reviews I would never have used Holiday Extras.
After sending numerous emails and forms to prove having to cancel cruise at the last minute I have now given up and told them where they can shove my money.
Check the company you bought insurance with don't use these cowboys before choosing your insurer or you'll be sorry

Before going on holiday I used virgin money travel insurance (Covered by CSA), and I wish I didn’t waste my time and money. Absolutely useless, they don’t pay out, and email take WEEKS to get any form of response. Please please please save your money and use another company that actually might care.

I've been waiting since Oct 2023 to get my payment.
The claim was for £305 and all they offered was £60 but even that has still not been paid and we are now at 10th Jan 2024.
All you get are endless emails saying we are looking into it but nothing done.
I wouldn't even give these people 1 star

This organisation is a shambles, my claims handler was completely incompetent. A simple claim for a missed flight turned into a Kafkaesque process of asking for documents that patently couldn't be provided, a refusal of the claim, further lost documents I had sent and requests for resends, then more documents requested 3 months after the initial claim request. I escalated a complaint with the broker (staysure) who are ultimately responsible as this is who you pay cover to. To be fair, they provided decent assistance.

EDIT: CSAL did eventually pay out my insurance claim, but it took ten months of back and forth and resulted in less than expected. Added a star to my previous one star review because they do actually respond (after getting financial ombudsman involved).

ORIGINAL REVIEW:

The very epitome of an insurance claims settler worming out of the responsibility to pay. Despite my claim being very much valid and covered under Oasis Insurance's wording, CSAL have managed to decline my claim thanks to vague policy wording that doesn't take numerous things into consideration.

While CSAL have responded in a reasonable timeframe (albeit a little slowly), they clearly tick a box and send an automated response as I have had the same message 3 times now. I feel like no-one actually looks at the claim and you just need to go through the motions of complaining etc before you can take it to financial ombudsman.

I will be making sure that I never use a company that uses CSAL to settle their claims again.

I can only echo all the other one star reviews. I have now received the payment owing but it has been a long and extremely frustrating process. Only after I persuaded the Claims Escalation team at Avanti to get involved was progress made. I am now using an insurer that does not use CSA Ltd to settle claims.

i buy travel insurence now i claimes November now is Jan 2024 and they every time email me and harassing me with something i give them enough avidance but they ask for more like i own a airlines companey and i have this documents. do not buy this fraud companey insurance its fraud

Nobody elects to use this Company, I have ended up dealing with them due to a claim via Insure & Go. My experience to date is as bad as all the reviews on Trust Pilot suggested it would be.
The only additional input I can offer is the regulator/ Financial Conduct Authority need to look at this Company. Bad! Bad! Bad!

Insured via virgin travel insurance - it would have been easier to have had a virgin birth. Filled in the Virgin claim on line but that didnt work when it came to submit details - telephoned help line ... they said yes it was broken. Directed to CSA. Tried calling twice but the people who answered couldnt help - my claim is on and I have an email but the link it directs me to log in doesnt work. Rubbish.

One star is not low enough from this shambles of a company. If I had know insure and go used them I would have avoided. I will check in future. Absolutely hilariously poor communication. How they can remain in “business” is beyond me.

I contacted my travel insurer Virgin after slipping down a large curb in Thailand after heavy rainfall in Mid-May 2023. I had injured my knee and a friend took me to hospital where they ran assessments and suggested I have an MRI and X-Ray. The total expenses through Bangkok Hospital (who are private), cost me around the equivalent of £350 in Thai Baht.

Virgin pointed me in the direction of CSAL, who weren't exactly friendly nor extremely helpful over the phone. I processed my claim with all the requested and relevant paperwork, however I still had an email from CSAL requesting me to fill out a form I had already done.

I got a reply after completing the form and within approx 7 working days I got my money back.

I can see why people score this company so low, but I didn't have too bad an experience with them. They were slow, they did request the form I'd already attached and the customer service on the phone weren't exactly professional so I'll give my fair review of 3 out 5.

Following hospitalisation and cancelled travel plans we submitted a claim and received most of our money back (less excess and Air Passenger duty). We'd had the misfortune of claiming through CSA in 2022 as well and that experience was dreadful. It looks as if things have improved with regard to communication, speed to claim and simply asking for all documents up front.

Got to say. Very poor, ongoing requests although provided hospital letters with my operation dates on. Not worth continuing the claim as need consultants to fill documents in, which I have found very difficult and expensive. This would only add to a “review”, not a completed successful claim. Stay clear of this company. As you can see, trust pilot results

I have been trying to help my elderly father with a claim as unfortunately his partner passed away and so their holiday had to be cancelled. It's been 2 months now and even though the initial claim was submitted via their portal, they still hadn't received what they need, but, the communication is shocking. I cannot get an answer to a simple question of do you have all you need and is the claim being processed? Not my choice to use as it went via a broker, but shocking customer non service

I was really concerned after reading so many poor reviews on Trustpilot. Yes it did take a while for them to pay out on my claim, as they explain on their website they are under considerable pressure. I only received 90% of my claim, that was due to the incompetence of my doctor putting the wrong date on my husband's medical certificate. I emailed CSA to explain the situation, although it took a few more weeks for a response, l have now been paid out in full with no more questions asked. So please if you have a genuine claim rest assured you will be paid if not immediately.

This company is a disgrace. The waiting time for claims settlements is ridiculous. I have phoned them at least 15 times and have waited between 30 -60 minutes on each occasion without speaking to anybody. E-mails receive an automated answer of receipt but no further reply.I insured with Avanti, assuming that they handled claims, but CSA who act on their behalf , mean that i will elsewhere for future insurance

Terrible company all the negative reviews are 100% correct had to wait 13 days because of global events for anyone to even look at my claim for medical expenses. After this requested further information that had already been sent and signed for typical delay tactic so it looks like your claim is being worked on , then thrown back into the queue for another few weeks 8 weeks and counting for such a simple claim with all information needed by this company being easily available for over 3 months Check which holiday insurance companies use these to settle claims and avoid

Truly abysmal company. If you are buying insurance, check before you sign that they do not use CSA as a third party claims organisation. Many well regarded insurance companies do. CSA is not fit for purpose.
They do not answer emails or their phones in an acceptable time frame. They will use every tactic in the book to avoid settling legitimate claims. Avoid at all costs

Unfortunately we had to make a claim for cancellation of our holiday due to my disabled sons medical condition. Reading the poor reviews, I was concerned that this may be a difficult process, however I was wrong. It was simple from start to finish,all my emails were answered promptly and time scales were good.