"Extremely poor performance I have ever…"

Extremely poor performance I have ever seen. Claims department doesn’t seem to speak proper English firstly and sent me below email which a primary school student could have written. As I am in a foreign country as many travelers naturally would, I told them I prefer to correspond via email. They have not got in touch for close to a week now. I need my computer screen replaced which I need for my work and they have done absolutely nothing to help despite pages of evidence I have had to submit. Very poor behavior, never buying their insurance again.

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Thank you for your Thank you for your correspondence.

We have tried to contact you in order to discuss your claims but was not successful.
Could you please confirm dates and time were we can contact you?
Should you have any question , please do not hesitate to contact us.

Yours sincerely

"Rimborso per annullamento causa malattia improvvisa"

A Dicembre 2019 abbiamo dovuto annullare la mattina della partenza un viaggio in Cina perché la nostra bimba di 4 anni si è ammalata.

L'assicurazione ha subito risposto inviandoci i dettagli per la richiesta di rimborso. Il personale è stato sempre gentile e disponibile.

La maggior parte dei documenti e comprovanti richiesti inizialmente e successivamente (tanti) sono stati di facile reperimento, tranne la dichiarazione di Non Volato percui la Swiss ci ha fatto penare oltre 1 anno per ottenerla (probabilmente complice anche il COVID).

Una volta ottenuta però, abbiamo ricevuto conferma di rimborso totale di quanto richiesto e bonifico in nemmeno 2 settimane.

BEN FATTO! Sono anni che mi assicuro con voi e continuerò a farlo.

Unica critica (se potessi avrei dato 4,5 stelle) l'irremovibilità sulla richiesta dichiarazione di Non Volato, da noi inizialmente sostituita da altri comprovanti e dichiarazioni. Purtroppo le compagnie aeree non sono tenute a fornirla quindi può diventare lungo e complicato come nel nostro caso e totalmente non controllabile dall'utente. Cercate magari di essere più flessibili su questo.

A parte questo punto però siamo TOTALMENTE SODDISFATTI.

"Customer service is appalling and no policies emailed after attempt to get hold of them"

In the UK you can’t speak to customer service as they are not taking calls. I have filled out a form for them to contact me twice this week and have heard nothing from them. I need to get policy documents sent to me as took out insurance and they have not sent them and not responding to emails. This is appalling customer service and i don’t understand why they are not taking telephone queries. Additionally when you set up an account there is no login to their website to access documents etc which is what most other organisations have.

"Dont bother. Will not pay in event of claim"

Had an annual multi trip policy for years and never claimed. Had a missed ferry due to a breakdown and they have come up with every excuse not to pay. First one was saying it was illegal to travel during covid restrictions. Total lie as we were moving house under the govt guidelines. Then they said we needed to have booked hotel rooms to be covered. All hotels were closed at the time . If the insurance did not cover anything it should not have been offered.
I feel like the victim of an elaborate scam. Do yourself a favour and avoid this company.

"Scomparsi nel nulla nel momento della…"

Scomparsi nel nulla nel momento della pandemia...

"Do not use Columbus direct"

Do not use Columbus direct. I am appalled at their incredibly slow response times and constant delaying tactics. They have also declined to pay our full claim for a skiing trip in April 2020. The reason being that we agreed with the ski lesson provider to defer lessons until 2021. They now cannot honour this deferment but Columbus will not pay. Just awful. Like lots of other similar reviewers here, I will be keeping the ombudsman busy.

"ASSOLUTAMENTE VERGOGNOSO"

ASSOLUTAMENTE VERGOGNOSO
Ho stipulato una polizza per un viaggio per motivi di studio in America. Dovendo studiare e portandomi dietro delle apparecchiature elettroniche ho stipulato anche la copertura di tablet, computer e smartphone.

Dopo un paio di settimane hi avuto un incidente e cadendo il mio computer si è rotto - i led di una parte dello schermo hanno smesso di funzionare.

Scrivendo alla columbus e allegando le prove. LA LORO RISPOSTA è STATA CHE NON C'E COPERTURA ALL'ESTERO.
Alla mia richiesta di vedere in che parte del contratto fosse specificato che per un assicurazione estera non vi era copertura estera - fa ridere anche solo così -
mi rispondono a seguire - copio e incollo testualmente dall'email di cui purtroppo non posso allegare lo screen:

Nella descrizione della copertura per Smartphone e Tablet, non viene specificata un’assistenza tecnica mentre ci si trova all’estero.

A cui rispondo che è vergognoso in quanto ASSICURAZIONE ESTERA.

nel mio caso il computer è un mac, Apple è in ogni parte del mondo - SOPRATUTTO IN AMERICA - e pronto alla valutazione dei danni che tanto richiedono, che in allegato con le prove d'acquisto e le foto e i video dei danni del monitor dovevano essere una prova più che sufficiente per un assicurazione costatami quasi 600

ORA SONO IN AMERICA CON UN COMPUTER ROTTO, UN ASSICURAZIONE CHE NON MI DA SUPPORTO.
VERGOGNOSI NON STRINGETE POLIZZE CON QUESTA ASSICURAZIONE.

"Abandoned by Columbus when stranded abroad during COVID"

Edit: I have changed my review since discussing with Columbus.
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We had a long policy which needed to be extended due to COVID restrictions. Columbus shut their phone lines, diverting everything through email which, of course, had the slowest response times.

We remembered our policy had expired a few days after the event and contacted Columbus for an extension. The request was passed to their under writers and we waited for a response. We contacted Columbus daily for a response and we didn't even get a status update.. until weeks later they advised that because the policy had expired there was no longer anything they could do.

I will never use their services again because the due care which should have been provided given the risk my family was then in was not given.

"Exceptionally quick and effective…"

Exceptionally quick and effective response to my request in this time of many restrictions and uncertainty.
It is much appreciated help.
Can only recommend to all.

"Absolutely shocking company"

Absolutely shocking company. Had to jump through every hoop to get back only a fraction of what was owed, for what should have been a straight forward claim. Took nearly five months and an endless trail of emails. They tried every clause they could and we would never use again.