Reactive Claims Limited Reviews 342

Truly dreadful service, slow and unresponsive. Still awaiting response six months after claiming

Took almost a year for my claim to be settled. They flatly refused to pay despite me being covered for my claim. I took it to the financial ombudsman who awarded in my favour, requested them to pay interest on the outstanding monies from the date they refused to pay and suggested they revisited their terms and conditions. Don't take no for an answer if you know you are covered.

Alas in October 2024 we decided to cancel our holiday to Australia because a non travelling close family member had become unexpectedly/suddenly unwell and was being treated palliatively.
We sent all the necessary documents by recorded delivery during December however did not receive an acknowledgment.
Having seen the poor reviews of this claim handling service …we were not hopeful!
However on 6 January we were notified that our claim was successful and the proceeds duly arrived in our account.
A relatively small amount of monies were withheld siting the need to provide cancellation invoices for them.
However when I reminded them that these items were non cancelable they were duly paid.
This was our experience with this company and it was 5* (speak as you find?) and thank you Sophie.

Pointless claiming with them, ongoing claim for over 3 months, when you point out they are wrong and should be paying out they just stop responding, any insurance company that uses them shame on you, if you have a claim good luck, because they do all they can to not pay out. Buy travel insurance they say, get yourself covered, get screwed you mean

Clear instructions on how to make a claim. Once submitted, Reactive Claims kept me up to date with what was happening. Settled within a fortnight

I selected reactive claims to cover my holiday insurance as they were linked to Asda, a well trusted “brand”.

In May, less than three months before I was due to fly out to Turkey, I had an accident which required me to have two surgeries and an extensive stay in hospital. My consultant and family GP strongly advised against flying to a foreign country. We contacted the holiday operator to obtain a refund, but due to the companies policy, we were not successful in getting all of our money back. Remembering that I had insurance, I started a claim through reactive claims. At first this seemed quite straightforward but after submitting my evidence not once but twice I was contacted to say that they needed further evidence. I was then contacted again to say that the photos submitted needed to be in PDF format. These were submitted twice in the format requested before being accepted.
Eventually, reactive claims agreed to pay the remaining balance of my holiday minus the excess. I received an email to say that this would be in my account within a period of time. Unfortunately, that time passed and I still had not received the funds. After chasing this several times, the money was deposited into my account on the 4th of October.

On the 15th of January, I received an email - a really poor email which lacked empathy and professionalism - stating that the company had paid me twice and I needed to arrange to return the funds. I spoke with Briony over the phone, who was extremely helpful. As requested, I sent my documents proving that the funds had only reached my account once and expected this to be the end of it.
However, once again I received a really rude and unprofessional email saying that the funds had left their company twice and therefore it was my responsibility to pay it back. Whilst I never name people negatively in a review on this occasion, I will highlight the fact that I do not understand how Sophi has a job in customer services, her tone and mannerism are disgusting.

As this issue continues, I am strongly urging others to pay a little bit more and go with another insurer. This is not worth the stress and additional worry whilst working full-time and still trying to recover from my injury.

One star is way too much for these guys!
Made a claim 3 months ago. I called them after 6 weeks and they said they would be in touch if anything needed but gave me no update
email them again 9 weeks after providing all the docs, only the auto reply and never got back to me

Having read a lot of negative reviews about Reactive Claims I was prepared for a long wait in settling my claim. This was for a missed flight due to an accident on the M6 causing severe delays and me having to book another flight.
I'm pleased to say that my claim was settled and the payment went into my bank account within 14 days.
I would like to thank them for their quick response and excellent service.

We were told on 27 th of December 2024 that we would be unable to travel on 2 cruises we were booked on in January and March . We filled out and emailed the forms over that weekend and paid and asked our doctors to do their part of the form as well which they did fairly promptly . Today the 15th of January 2025 I have received our refunds directly into our bank account as stated. I was dreading a fight after looking at the reviews but I’m pleased to say in our case the service was efficient and speedy ! Thank you .

ZERO RATING - DO NOT USE THIS COMPANY. My father paid over £600 for an annual insurance policy through All Clear in October 24. He booked his holiday for December 24 and fell ill suddenly and got diagnosed with terminal cancer. He submitted his claim on 5/11/24, completed all paperwork including doctors certificate. Sadly on 7/12/24 he passed away. I've emailed Reactive Claims six times to update them and asked them to contact me regarding the claim. I sent the death certificate on 12/12/24. It's now 8/1/25 and I've had no reply whatsoever. My mum is grieving the loss of her husband and this company can't even be bothered to update us or pay us out. There is no contact number to ring them. Looks like I'm going to have to take legal action. COMPLETE FRAUDS, YOU SHOULD BE ASHAMED, ******SCAM COMPANY ********

We insured with Stay Sure and I wish we knew about Reactive Claims beforehand because they handle Stay Sure's claims. Reactive Claims have been painfully slow in processing our claim for the costs of ER treatment in Canada, following a road accident. As a result Interior Health Canada has now passed the case to a collection agency which is after US. Stay Sure must also take responsibility for Reactive's poor performance because they chose to engage them.

HORRIBLE COMPANY

If you see any insurance company, to be related in anyway with "Reactive Claims".

RUN AWAY the opposite direction. Far far far away.

This company is absolute thrash.

They have zero customer service. They don't reply emails or calls. There's zero communication.

Just nothing.

I have a pending claim with them for over 2 months and IT"S HORRIBLE.

I wrote them 10 emails.

I only have 2 emails total from them.

ABSOLUTE GARBAGE.

Also, I bought my policy with Greatcover.com

So, now you know what to avoid.

Any policy you buy with them.

Literally there's no cover or safety for you.

Was worried when read the reviews but credit where credit is due. Fast, no problem claim,excellant service, very pleased

Appalling company. They declined a legitimate claim misquoting the wrong insurance policy from the wrong provider and are then arrogant when asked to resolve. I have referred back to Co-Op Travel Insurance to resolve. DO NOT TRUST THESE COWBOYS. The people who work for them sound utterly miserable on the phone, which is often a reflection of a business that is poorly managed and lacking in direction. AVOID LIKE THE PLAGUE.

It's clear that from the reviews here this company has a major issue. We bought cover from All-Clear insurance thinking it was their own cover - if we had seen the reviews for Reactive Claims at the time we would have gone elsewhere. The cover was bought to cover a Spanish Road-trip and two days in my wife had a fall and damaged her foot/ankle and thumb. She needed an air-boot and crutch as well as strapping to the wrist. We were travelling in a small two-seater sports car and were advised not to travel further due to the risk of thrombosis. We called the All-Clear Claims number and reported everything. We managed to get a return sailing but had to cut the trip short by a week. We claimed as instructed and the experience has been dreadful - huge delays in getting any response, having to chase and then told two months later a large part of the claim would not be settled. Even now having raised a complaint over two months ago there has been no outcome - shocking and under consumer duty just falls short at every level. It doesn't help that "All-Clear" seen to wash their hands of any issues and rely on Reactive Claims to deal with everything. Never had an experience like this before with companies like Saga etc. - I'll never deal with All Clear again and will be progressing my complaint with the Financial Services Ombudsman should they not conclude my complaint positively.

Agree with previous reviews, this company is anything but “Reactive” and took 4 weeks to respond to original claim and subsequent emails. It’s impossible to talk to anyone to discuss claim and unclear what is the correct policy section to claim against. I would avoid any travel insurance company that uses this company to manage their customers claims.

It’s the most rubbish travel insurance company. We bought many insurances before and honestly this one is the worst ever. Be aware and never buy with them. When we made claim for cancelled flights they wanted from us houndeds of confirmations and everything else just to decide after few months that they not cover cancellations from that reasons.Thanks God we didn’t have to go to doctor while on holiday as that would be probably also impossible to make a claim for it

We purchased our travel insurance through AllClear. My husband was taken into hospital the night before we were due to fly to Florida. We submitted the claim
as soon as we had the form filled in by our GP.

My daughter who was coming with us filled in her claim on the same day with a different company their communication was excellent, and she was paid within two weeks.

Apart from the automated “responses may take up to 14 days” there was no response from Reactive until week four when they asked how we had come to the amount we were claiming although we had submitted absolutely everything.

I had phoned both Reactive claims and AllClear a number of times after the “14” days to ask for updates but got absolutely nowhere.

Then this week the money just appeared in our bank again no communication to let us know the claim had been settled.
Five weeks in which I suppose reading some of the reviews on here we should be happy about.

They seriously need to improve their communication updating customers on how their claims are going which for us was a stressful enough time!!!

Reactive, a bunch of of thieving crooks, incompetent arrogant, ignorant and corrupt. I had a worldwide policy with Multitrip 205613.
I wouldn't five them a half star if I could.
I went to Spain and Morocco over Xmas 2024.
I contracted Covid In Morocco and I had to go back to Spain where I attended a hospital on New Year's eve.
I had to quarantine by staying in a hotel then flying earlier than scheduled. I had to purchase a new ticket with Ryanair another bunch of crooks as I couldn't change a date. I put a claim early January 2024 and sent them all my documents and I'm still waiting and it's November 2024. Each time I enquired I was asked to supply the same documents despite sending everything from the onset. These incompetents are just playing for time to frustrate you so you give up on your claim. Despite asking for a Deadlock letter to take my complaint to the Financial Ombudsman I'm still been ignored and my next step is to start a legal proceedings.

Currently being completely ignored by this awful company. Time for the ombudsman.