Global Response Reviews 

absolute thieves, AVOID AVOID AVOID! NEVER INSURE WITH THIS COMPANY

Avoid at all costs. My father bought a policy with Good to Go Insurance. As others have noted, it turns out this product is administered by Global Response. Whilst on holiday, my father fell ill and needed hospital care. Global Response assistance department did next to nothing in assisting him - he was merely told that he couldn't be treated in a private hospital but was given no assistance in finding where he could be treated. This was in a country where the public hospitals are well below international standard.

Worse was to come. My father died whilst abroad and we needed to have his body repatriated. Global Response will only deal directly with their vetted provider for repatriation (which is understandable) but gave us permission to pay and claim back so we could use the funeral director of our choice, which we did.

We provided receipts for all of the costs claimed, but Global Response have done their utmost to not pay what we are owed. They have refused to accept the hospital receipts as proof of payment without explaining why (these are itemized bills from the clinics attended). They have asked for bank statements showing cash withdrawals in the country as the medical bills were paid in cash. We have provided these, together with receipts for repatriation costs, embassy letters, death certificate, flight details, alongside the receipts, but we have yet to be reimbursed.

This company takes weeks to reply to emails, if they reply at all. I have had to resend information and queries more than once, including documentation I know they already have on file since it was being used by the assistance department. They have required us to prove that my father lived in the UK (and that his policy wasn't purchased fraudulently) despite having been in touch with his GP in the UK and having all his flight details on record. At no point has there been recognition that they are dealing with a grieving family. The claim handler dealing with our case communicates with the bare minimum of information so that we have no idea what is being done to progress our claim.

I should add that our claim is totally straightforward and covers medical treatment they agreed to and repatriation costs they gave us permission to pay and claim back.

I have lodged a complaint which has not yet been dealt with and intend to take this to the ombudsman when eight weeks is up.

In my opinion, this company should not be trading.

I took out travel ins with Goodtogoinsurance for a trip to Gran Canaria Nov 2022. Unfortunately, just prior to travel I broke my leg. On applying for a claims form, I was passed on to Global Response Travel Claims. My dealings with this company have been appaling, they have continually attempted to find reasons not to meet my claim. I’d like to point out that Goodtogoinsurance has a review rating of 4 1/2 stars, whereas Global Response only has 1 star. I had no idea that should I need to make a claim against my travel insurance, it wouldn’t be dealt in house by Goodtogoinsurance.

Regrettably I agree with the other negative reviews here.

We unfortunatley had occasion to claim, the medical circumstances were clear-cut, this should have been a straightforward claim.

Instead we are still waiting !

• We submitted the claim via the website form
• We received an email requesting more information to which we replied 48 hours later
• We then heard nothing back
• We re-submitted the same information via their website form.
• Again we heard nothing back
• We chased by telephone. The agent promised a call back the same day
• Again we heard nothing back
• We filed a formal complaint
• Somebody called and had the cheek to claim that our message got "caught in the spam box".
• Whilst we accept that our original message might well have got caught in spam. We do not accept (a) the fact our chaser, submitted via their web form, was not replied to (b) That nobody called back afer we chased by telephone.

Next time I buy an insurance policy I will be sure to check if the claims handler is Global Response, and if it is I will avoid !

This company tries to thwart you at every turn.Have sent them everything they asked for but each time they say something is missing or not correct the latest is a letter from my doctor did not arrive sent over three weeks ago.This saga over a cancelled holiday over ill health has been going on nearly seven months.Do not use this company under any cicumstance!!

AVOID AVOID AVOID!
I never leave negative reviews however, I do not want anyone to go have to battle for 7 months to get a refund.
Our claim has been ongoing since May and we have still not received our £8-9K refund.
Emails are getting ignored... enough is enough! I'm taking this to the travel ombudsman as I need this to be over!

3 months on and still no end in sight of a settlement to our claim. I have now been asked to send them my death certificate, which worries me as i am not dead !
I wish i had read all these reviews and that Good to go insurance had been upfront about who these people are.
There is no phone number, their live chat does not work and their complaints process takes 8 weeks .

DO NOT USE THIS COMPANY- Waited nearly 8 weeks to settle a small medical claim worth £80, still not paid out.

They are the worst travel insurance company I have ever come across. I filed a claim in 2014 and I am still waiting for it to be settled. They claim that their underwriters have changed since then and they cannot contact the original company to deal with it. Why was it not done at the time? I have left numerous phone calls and sent many emails which have all been ignored. What started out as a small claim has now doubled with the threat of court proceedings. This company needs to be STOPPED

I took out insurance through Goodtogo insurance who use Global Response to handle any claims. i contracted Covid on my travels and after self isolating I wanted to return home as there were no flights to my destination and I was weak anyway. They are great until you need to claim and rejected me for not ringing their emergency helpline. As I wasn't hospitalised, I presumed that I was not an emergency and downloaded a claimform as I had gold star Covid cover. They have rejected paying out to me with their anomaly - the emergency helpline, which now I find out you need to ring even in a non emergency, even though it is not stipulated. They should stipulate all claims are under that helpline, emergency or not and you would be null and void if you didn't ring it. All my paperwork was in order, but still refused. Ombudsman here I come. Oh I also want to mention I appealed and got a facetious reply “you were well enough to book a flight home but not to ring the helpline”. I was so sick a friend actually booked it online on my behalf. Either way bc what nerve! AVOID AVOID AVOID

Diagnosed with Leukimia and told that I could not fly until treatment was established. Had to cancel holiday and except for this bunch everyone reimbursed me. Excess was double as there were two of us flying. The fee for doctors report was £133, this report and receipt for payment was demanded by global response but they have not responded to emails asking for even an acknowledgement. Never will I use this shower again.

This is the first time I have had to cancel a holiday and if these are the type of firm I have to deal with I hope to goodness I never have to cancel again.
I know for sure I sent everything they asked for-they say I did not.I am so annoyed at having to do everything again.
This company also say there was a page that I did not fill in-no, I did not as it was not in the claim pack.
They, in my opinion are trying to make us who have to claim look like fools. We are certainly not.

If I could, I would give IMR 0 stars but unfortunately it's not possible on this site.

Had to cancel my holiday in January after receiving a positive PCR for COVID. Filled out all the claim forms and waited. Over 45 days passed and the claim was still 'pending'. Emailed constantly (almost daily) and tried calling to no response.

It was only after checking the website again I found that 'IMR' was now ceasing operations and in the process of being taken over by Reactive Claims. Put my complaint forward to Reactive who after another few days came back to me and tried to move the claim forward.

Some communication where I was asked for additional information (which I had explained in several of the previous daily emails to IMR that I couldn't provide due to the travel agent going into administration).

Finally had my claim approved almost 4 months after and was told I would be paid within 7-10 days. 14 days later and no payment or response from IMR.

Please avoid IMR and subsequently Reactive Claims for the sake of your money and sanity.

Bought insurance with International Medical Rescue through Jet2 for our holiday to Corfu. Unfortunately due to injury could not travel. We have submitted a claim form in November 2021. 6 weeks later they asked us to submit the same details we had already sent them. Since then we have simply been ignored. We have e-mailed the company multiple times however they never respond. We have had no correspondence from them about the progress of our claim. I would have expected a more customer focused service given we bought the insurance through a major airline.

Absolutely disgusting unethical company. I purchased travel insurance with Debenhams thinking they were reputable. It’s easy to think the bad reviews are people who think they are entitled but please read on.

We cancelled our holiday days before flying due to a parents sudden death from chemotherapy complications. I was dealt with in an incredibly unprofessional manner which was sickening. Despite providing all of the required medical evidence I was then asked to provide additional medical records which they knew could not be obtained, they repeatedly stated incorrect facts and incorrectly repeatedly falsely stated that my parents diagnosis was terminal (this was never the case).

Avoid this disgraceful company at all costs. They won’t speak to you in person and will make the process of claiming as difficult as possible regardless of your circumstances.

More than ten years service and never had a problem that can't be solved relatively quickly. Have recommended them to a variety of different companies and no problems to date.

As previous reviewer said their IT system was down unbelievably from 27th January until 24th February. How can a company have a system down for that amount of time when dealing with claims. Absolutely disgusting. I have been waiting for the outcome of my claim from October 2019 and still ongoing. Keep asking for more and more paperwork which I have already provided. They claim their system was down. No back up? What a farce.

IT Systems have been down for 3 weeks so they cannot process anyone's claims. Absolutely ridiculous that they do not have a fail over system for a company that deals with peoples finances and health.

Similar to a previous review, my wife had a heart attack in October 3 days before we were due to go on holiday, You would think this was fairly straightforward, but no, delays, excuses, can't speak to claims handler, and now their IT system is down! An awful firm, and I will now not take out a policy with an insurance organisation that uses them for their claims handling.

Oh my dear lord. Just like all the others, needed proof and proof and proof ,all been sent. Cutting a long story short, partner needed heart surgery Oct last Year and we could not go to Turkey. Eventually, after out of exasperation I even sent the procedure and cost by the surgeon to them. They said they had sent a cheque to my bank and it was declined by bank as I gave wrong details. I know I did not, but sent the correct details, eagerly awaiting cheque, GUESS WHAT? CANNOT SPEAK TO THEM! EMAIL THEM AS ALL LINES TO CLAIMS NOT WORKING AND THE COMPUTERS ARE DOWN. ASK ME HOW LONG FOR?? 11 DAYS. How can a company not get computers fixed for 11 days?, The stress of thinking my partner may die of heart attack before surgery then stress of the operation and slow recovery has been greatly added to by this AWFUL AWFUL COMPANY. I will not let this one go on principal !!!!!!!