Update on Insurance Claim - Staysure

[Investigator1]

Remember this post about a fortnight ago?

Hi Beaver. I am insured with Staysure and had to make a claim when we had to return from Scotland due to testing positive for Covid. I am CEV so had to return for Covid Antibody treatment and of course the moral issue. I made a claim the day after (June 23rd) and I can honestly say it’s been an absolute nightmare. The operatives you talk to will continually tell you they will sort it out but the people who handle the claims are a different company called Davies Group. After a week I called them to ask what is happening and they said still awaiting documentation. I sent my Covid Tests, it went quiet again and I rang them again to be told they needed a copy of the NHS app report. I did that and received an email from them saying they had received all the documentation and would be settled within 10 working days. That was 12 working days ago. Find another insurer. Hopeless.

Well in case anybody was wondering what happened or anybody is thinking of getting holiday insurance this is what happened.

So I waited 4 weeks from making the claim which was well beyond the 10 working days they stressed and called them again only to be told by as it happened a very caring person called William that “we haven’t received you Hotel Cancellation Receipts” Obviously I told him I had downloaded them onto their portal. He asked me to send them to him via email and said “your not the first to tell me about the portal not working” it finally got sorted a week later the total claim was £822, I received £652 because they deducted £85 x 2 because the policy is for me and my wife. That still rankles with me. I have advised Staysure that their agent Davies Group Ltd are letting them down, they were not that bothered.

So the facts:

1/ I spent over 3 hours making 4 phone calls waiting to get through to them

2/ When I did get through on all 4 occasions I was told that I hadn’t downloaded information

3/ Despite the fact they stated on several occasions they would let me know if they needed any thing, they never did. just sat on it.

4/ I made a complaint to Davies group who stated it was an ongoing problem

5/ It took 5 weeks to sort out.

You never know how good an insurance company is until you make a claim. I will let you all decide.

Nick (Investigator1)

[Nadine99]

Interesting experience. We always struggle to find insurance due to my husband's various conditions and have to pay a lot of money if we can find one. I dread to think what it will ever be like to claim but we will continue to pay and hope for the best (and maybe not use Staysure) Thanks for the info.

[Mooka]

Thank you for sharing.

[Bliss2]

Thank you for sharing I’ve always gone with Staysure but I will think again when I next book an Insurance

[Investigator1 in reply to Bliss2]

Trouble is Bliss2 you never know how a company performs until you have to make a claim. Of course it could be a one off but with the Davies Group representative saying they are aware of the problems it made me think. My advise would be to anybody with a policy with them to ring them rather than use the portal like I did when making a claim.

[Bliss2]

I’ve been with Staysure for years but luckily I haven’t had to use them I do know my next holiday won’t be with them has they are very expensive my niece has cancer and the company she uses is a lot cheaper than Staysure and I mean cheap I’ve paid ridiculous prices for my holidays I’m pleased Investigator 1 that you have now got it all sorted Bliss2

[Investigator1 in reply to Bliss2]

May I ask who your Niece is insured with, might give them a try

[Bliss2]

I’ll let you know I’m not sure at the moment I’ll check with her and get back to you it will have to be in a few days time as she has hospital appointment and chemo in the week I won’t for get Bliss2

[Investigator1 in reply to Bliss2]

Don’t worry Bliss2 just look after your niece and send her all our wishes

[happytulip in reply to Bliss2]

I would be extremely grateful if I could have a recommendation for travel insurance please?

[Investigator1 in reply to happytulip]

Try Avanti, Puffin, or as I did went on a comparison website and found some good options. . Nick

[happytulip in reply to Investigator1]

Thank you!

[Bliss2]

I’ve sent you a message Bliss2

[Twister8910]

To Bliss2. Hi. It would be nice if you could share then name of the insurance company with us all. PLEASE and PRETTY PLEASE.CHEERS Vic.

[Beaver]

So sorry to hear your story. Definitely keeping away from these idiots

[juli-pa]

That’s a bit of a concern as I paid for a years insurance as recommended by Vasculitis sufferers. Let’s hope I don’t have to use them.

[Investigator1]

That’s the problem though juli-pa, how many of us has made a claim, I went with them because of recommendations and it could have been a one off but it’s made me look elsewhere I never want to go through that again. I have 3 other quotes lined up. My advice to you would be as mentioned in earlier posts, ring them rather than fill in the online form and upload documents as the agents have acknowledged they have a problem with their system.

[juli-pa]

Thank you