"Poor Customer Service and Claims Handling"

All payments were made on credit card in South African Rand, but the refunds received in GB pounds on the card are less than we paid due purely movement of the exchange rate. This was made clear on the claim.
I submitted all invoices and copies of credit card statements and a summary showing the losses due exchange rate differences. They replied asking for further details so I sent full email trails for all the booking/cancellations. They then asked for copies of credit card statements which I had already sent with the original claim, so I sent them again. They replied saying that I should contact the package holiday company that I booked with even they knew it wasn’t a package holiday as they had all the individual invoices and payment details. They then again asked for information they already had to which I replied.
The last reply said that I am not covered for my loss and listed part of the T&Cs which aren’t even relevant to my claim. Looks like another one for the Ombudsman.

"absolutely appalling service"

absolutely appalling service. I got charged for a renewal i didn't want. still fighting for a refund

"I sent my request over a month ago"

I sent my request over a month ago. Your lack of response meant I had to buy additional cover for my holiday. Very poor customer service

"Constant delay tactics and appalling customer service. Avoid!"

Claimed on a canceled trip to Thailand at the start of lockdown. Took over 2 months to respond and demanded continual additional documentation regarding hotels and flights that could not possibly have been used or taken place. Eventually passed me to their internal complaints department when I threatened to pass the case over to the Financial Ombudsman, after 3 months of waiting when promised a resolution in 30 days, stated they would not pay and that I could now contact Financial Ombudsman if I didn't agree. Please avoid this company at all costs!

"Won't respond to valid claims."

First submitted a claim in March and have now been asked 4 times to complete and return the same form and details. Each time I have sent the requested information through and requested a confirmation of receipt. When I eventually manage to get a response I get asked to re-submit the same form. I can only assume that they are trying to get out of paying my claim. I used Columbus based on a which recommendation and I would, in hindsight, strongly disagree with and would recommend people to avoid this company in the future.

"Constant excuses for not paying out"

Not happy with the delaying tactics they employed to avoid paying out for a simple straightforward claim due to Covid.
Had used them for several years without making a claim previously.

"They called me Isabelle. My name isn't Isabelle."

Took an annual policy in January and apparently they've changed the policy that I took out to exclude anything covid related.

I've been trying to confirm whether this is correct or not, but keep getting a copy and paste response.

Plus they called me Isabelle. My name isn't Isabelle.

"Speedy settlement in difficult times"

My claim was settled in full (minus published excesses) within 2 weeks of submission, however customer service could be improved by giving clear clarification of policy wordings when requested by phone/online chat beforehand. That said, I would consider using Columbus Direct again.

"Never received one reply on a claim…"

Never received one reply on a claim made via website in May. After complaining to customer service I received a reply saying my claim was important to them. That was June and as yet no contact has been made. Very poor and bad service. Do not waste your money.

"No communication despite numerous emails and phone attempts"

Our skiing holiday was cancelled. We first communicated on 28th March and initially spoke to an advisor. We filled in a claim. Since then Columbus Direct are not taking calls and despite numerous emails we have had NO response at all. Totally unacceptable. Both other claimants on the same holiday have had claims paid. Claim 259927.

Update as of 10.10.20

Following the above post on 17 Sep 20, the Complaints Department swung into action and on 29 Sep I was offered £75 compensation for the wholly unsatisfactory way in which the claim had been dealt with thus far. I only accepted this compensation on the basis it was completely separate from and nothing to do with the claim which would proceed to resolution. I was assured they would monitor and press the claims department/assessors to resolve my claim swiftly with the information provide by me on 17 Sep. It is now seven weeks (49 days) since I submitted the relevant documents on 17 Sep 20 and five and a half weeks (38 days) since the complaints administrator told me on 29 Sep 20 that the claim would be resolved speedily.

I have heard on more than occasion, that they cannot find a record of one or more of my emails being received. If that is the case, then Columbus Direct needs to invest in some new IT equipment or some new operators to process the information received. The impression received by a complete lack of communication comes across at best as incompetence, and at worst as deliberate obfuscation of a genuine claim.

Still no communication, and no resolution. Truly unbelievable.