"Terrible service"

Terrible service. I have waited since May for a claim to be dealt with. Staff seem completely unempowered to actually expedite the case. I have been told several times that ‘there’s nothing that can be done’ and that my case hasn’t been look at yet. How long does it take? No updates, no response to emails. Relatively straightforward case that could be checked quickly. Not pleased and would recommend people to look elsewhere for insurance.

"Good response"

I received a immediate response that satisfied my query.

"non assicuratevi con la columbus assicurazione in pratica e' una truffa"

State alla larga dalla columbus assicurazioni, nel febbraio 2020 durante una vacanza a santo domingo sono stato vittima di un furto della valigia, pertanto ho sporto regolare denuncia alla polizia locale, poi inoltrata all'assicurazione unitamente a tutta una serie di documenti come previsto in polizza, ma non pagano, trovando scuse pretestuose per non pagare , come l'invio di documenti non espressamente previsti nel contratto, e comunque assolutamente ininfluenti alla fine del risarcimento, per cui vi consiglio di non sottoscrivere alcuna polizza con loro , poiche' non siete per niente tutelati nel caso malauguratamente siate vittime di furti , rapine, infortuni o altro previsto in polizza, a mio avviso rasenta il reato di truffa poiche' ho letto numerosissime recensioni molto negative su questa assicurazione per cui non possono essere casi isolati, e' assodato senza dubbio che ormai e' abitudine non pagare l'assicurato per l'assicurazione Columbus....state alla larga da loro ed effettuate reclamo all'IVASS , e' gratuito, possibilmente allegando altre recensioni negative, magari gli revocano l'autorizzazione ad operare in Italia, visto che hanno sede a Malta e se ne approfittano non pagando gli utenti.
State alla larga dalla COLUMBUS ripeto.
Mercogliano Pietro

"Terrible claims experience"

Terrible claims experience. It's taken 8 months of chasing for my travel insurance claim of two holidays which were cancelled due to Covid in March and May. Columbus have been terrible at replying to my emails and still haven't paid out on my claims (>£3,000) which I am out of pocket for. These are simple claims on accomodation costs that I couldn't recover when my flights were cancelled and the FCO warned against travelling abroad. I am in the process of taking up my claim with the Ombudsman as its not acceptable to sell travel insurance but then take 8months to make a decision and leave you out of pocket.

"No end in sight to a legitimate Claim"

Our holiday was cancelled when the UK Government advised against all except essential travel to the US. We informed Columbus of this and submitted a claim for insurance on 13/4/2020 with all relevant details. The process was an automated system and at no point have we been able to talk to anyone on the telephone (there is no number or options) and emails are not answered. We get sporadic and infrequent requests for further information from and then silence again. No confirmation that the documents we submit are acceptable and then weeks later further requests for new documents. It has been a drip, drip process. They have also stated we are in final stages of the claim process since 12th of June. We have provided all requested information, usually on the day of request or within 24 hours. There is no communication when this will be paid. The management of our claim has been shocking and delay in payment completely unreasonable.

"dreadful service"

despite these difficult times Columbus Direct have a dreadful approach to customer service.I made a claim over 4 months ago and they just seem to ask for information that has already been supplied or raise queries just to delay settling the claim for a further period. Emails receive no response, you cannot speak to anyone,there is no method to make a formal complaint. There is no effort made to keep you advised of progress so there is no choice but to sit and wait and wait and wait-will never use them again and would never recommend them ever

"To be avoided by all means"

To be avoided by all means.
Very slow response time as well as no solution to a very common scenario nowadays with cancelled trip. Lots of my friends managed to get cover from other insurers for very similar solution, but i had no way to understand why even i got refused. The response from their claims team require you to get some degree in law to understand what is it all about they decline the claim.

EDIT: this is to confirm that the edited reply is not correct, I have not bought the the policy after the flights were banned. Argentina banned the flights on April 27/28 where I bought the insurance mid March (14 or 15). You can refer to the phone conversations I had (which i am sure is being recorded) with your team clearly double/triple checking the different scenarios of the travel that i was thinking that can happen and confirmation/assurance of what will be covered and what not. Moreover, even if what you mentioned in the edited reply is true (that i bought after the travel was banned), then why you have sold that then? What you were going to cover?
Anyway, I have had enough with this case and am sure there is no way to settle it. I have shared my experience as a policy holder which unfortunately remains same - not satisfied.

"I started a claim back in March 3rd"

I started a claim back in March 3rd. I went down the right avenues and didn't get a response. Then for the next 8 months this has gone back and forth from me submitting full documents and details and being asked for it 3 times, saying i need more supporting evidence.
I then raised a complaint, I heard nothing for a few weeks so contacted them and was told its with the complaints department, I asked for there details and was told they cant give them to me and have to wait for a response! I never got on e surprisingly!!
I eventually got through to Ethel who dealt ;with my case and would see it though, until week ago which she doesn't now return my calls.

The frustrating thing is that i recieved a message for the underwriters for my bank details over 2 months ago and when calling customer services assured me this was the last process before payment, and then a few weeks later i received an email asking for more details. Please be aware this started pre lockdown!!!
I couldn't think of a worse product or customer service company

"Refused a valid claim. Terrible lack of communication."

Refused a valid claim, which I challenged and it was reopened. I was asked to submit documents which the claims handler then forgot to process. Contact from me was ignored. I escalated it to a manager who assured me she would take personal responsibility for getting the claim assessed by the underwriters, and for keeping me informed. She promised an outcome within 2 weeks.
That was 5 weeks ago and guess what, still no update or communication.
Yes, there is a pandemic and yes businesses have been affected. However my claim was submitted almost 7 months ago. This is unacceptable.
I advise all potential customers to think twice.

"Didn't provide much insurance."

Bought insurance pre-covid and messaged them to check if I'd be covered in case of cancellations where I can't get my money back. They confirmed this. Went ahead and purchased the insurance and when our trip got cancelled, I submitted a claim. This was in March. Finally had a reply in October saying the claim hasn't been successful as I should be able to get the money back from hotels. The whole point of the insurance was in case I couldn't get money back from the hotel. So this was a complete waste. Wouldn't bother with insurance at all and just spend the money on flexible bookings.