Claims Settlements Agencies Ltd Opiniones 

My partner and I had to cancel a holiday in April due to the death of my eldest sister on 31 March. TUI refused to move the dates back so we had to claim to recover 90% of the cost. We submitted our claim forms and relevant documents and images on 9 April, with the exception of the death certificate. We were both insured with Avanti so felt assured that our claims would be processed smoothly and professionally. Although I have paid Avanti thousands of pounds over many years I have never had to claim, and had no idea that their claims were handled by Claims Settlement Agencies Ltd. (CSA).
What followed was the most appalling customer service I have ever experienced. Each time I communicated with CSA I requested confirmation that they had received essential documents, but they never replied to my requests. I sent the death certificate on 22 April. Only on 25 April did I receive a claim reference number, so my previous correspondence had been dealt with by different claims handlers. This resulted in them asking me for documents I had already sent and suggested that they were deliberately delaying what was a straight forward claim.
On 12 May I complained to Avanti and within 48 hours CSA contacted me. Things started moving and my claim was settled on 21 May. However, my partner had to wait a further three weeks for her claim to be settled, (12 June), and it needed two further complaints to Avanti to make this happen.
I have since learnt from CSA reviews that a number of 5 star rated Travel Insurance Providers use CSA to process claims. These ratings clearly do not take into account claims settlement.
When I next renew my insurance I will avoid any provider who uses CSA.

Appalling customer services, despite uploading multiple pieces of evidence on the portal , I kept receiving email requests for the receipts/ medical/cancellation proofs .After 4 weeks of chasing these charlatans for an outcome , I've now escalated a complaint to the Ombudsman.
If an insurance quote states anything to do with these jokers , then shop elsewhere your just wasting your money.

After providing conclusive evidence regarding medical health diagnosis from Two NHS hospitals, this company continues to request a Doctor signed Medical certificate for a dying old lady, recently struck down with a terminal brain tumour. This lady was not insured on the policy but my mother in law and to holiday whilst she was dying would have deprived my partner of spending time with her mother.
We cancelled our holiday in good faith and as instructed by Sykes tried to use our previously purchased holiday insurance and we're still waiting

Avoid this company@!!

Refused to pay a claim for a cancelled room policy. So many exclusions so not worth having. Complete waste of time and money.

Waiting over 8 weeks for travel insurance payout due to food poisoning on holiday abroad. Shocking lack of communication they never reply to any emails and then when they do contact you they deny having heard from you. They are useless. Causing additional unnecessary stress when I am heavily pregnant.

Send in a claim on 31 March because of a rather dramatic change in health. On 24 April received an email for further information, including a GP medical report which needs to be filled out and stamped (although a specialist wrote a report with the reason for canceling). The GP took a while to fill this form out (9 working days) and on 8 May sent this completed form in. Got an email from CSA on 12 May that they received this form and that they are now in the position to do the final checks by the authorisation team for validating my claim. After that, I will receive the outcome. In total until this moment: 33 working days (48 calendar days) and no idea when I can expect my claim to be paid out. What do you think? The total process costs 2,5 months (maybe 3)? But learned something: the next time I book a travel insurance (if I can) I will ask which underwriter they use and investigate because this matter causes me a real headache.

I have been waiting for 6 weeks for my claim to be settled following a major stroke in March 2 weeks before I was due to go on holiday. Claim forms are rubbish, had to complete manually. Then their email would not accept my forms and supporting evidence. Then contacted me 2 weeks ago to say claim is with authorisation team but no further contact. Bought my travel insurance from RAC and thought this would be a reputable company with good service. Have never had to make any insurance claim previously. Very stressful & frustrating and no care or consideration by company that I am recovering from stroke. Have attached loads of medical info & stroke was completely unexpected as I am youn, fit & healthy yet still it takes ages to get any response. If I do not get claim settled within 2 weeks I will officially complain & go to ombudsman

Would give zero star. Three different claims and all rejected due to small print. Don't pay for mobile phones on luggage claims. Don't pay for delayed baggage on outbound and don't pay for delayed baggage as don't have enough proof. A email and claim number from airline.isnt enough.

I would not even give them a star. Three claims made all three rejected and due to not covering outbound flights, which how can you justify this as a travel insurance company. Won't cover breakage of personal belongings such as mobile phones and won't pay for delayed baggage. A joke!

Diabolical customer service. Their policies are not worth the paper they are printed on . They need to be reported to an ombudsman to.Stay clear of this insurance company too. I would never take a policy out with them
Would go with a reputable company like AMEX for holiday insurance next time .

We took out travel insurance with RAC , we are having same issues as everyone else , automated emails .

Sent documents over twice for a medical emergency.

Looks like who ever we take travel insurance with use these also GALLAGHER AND BASSETT to deal with the claim .

Will be going to ombudsman

My story sounds all too like many others below. Submitted every single document on the “portal” (which btw is not fit for purpose). Had a reply two weeks later asking for the same attachments I had already uploaded to the portal. That was a month ago. I have contacted them at least 6 times and each time told “we are awaiting the medical assistance team”. I like to consider myself fairly savvy and I’ve been in Service Management/Customer services for 30 years and I can tell you there is absolutely zero proactivity here nor customer focus. I’m told each time I contact them it will be 5 working days to reply. Then they leave a voicemail saying “we are still chasing”. Escalation is non existent. I asked about normal timeframes and the processes for getting responses from the medical assistance teams (who they must deal with all the time) and the latest Call Centre Handler said she didn’t know!!.
I’m headed to the Martin Lewis Resolver page next. It shouldn’t be this difficult to have money refunded. There is far too much gatekeeping by this organisation. Disgraceful

5 weeks after submitting a simple claim that can not be disputed, zero contact from CSA, claim shows as 50% progressed, same as 5 weeks ago. Email sent but no reply. proper cowboy company.
I bought my insurance from Insure and go...which recommended!!!! I will not use Insure and go and will check in future who handles claims.

Wow they really try not to pay out - delay, ask for more information, omit things from their calculations. Make things up. I unfortunately took out the Virgin Travel Insurance who use this company for their claims. Wish I had read this first.
Never again!

In January, I was taken poorly in New Zealand while visiting family and couldn’t take my flight home to U.K.
At the time I was taken poorly, my son who I was visiting, spoke on my behalf with the out of hours emergency medical team who’s contact was provided on my insurance policy schedule. They gave us clear instructions of what was required of me before booking flights home. They also offered any further help to me should I require it. They kept in touch with me too via email on how I was doing while I was recovering and again when I finally got home in the U.K. when they then passed me onto the claims department to make a claim for my losses/expenses. I have to say that from the very start, I felt i was in safe hands at a worrying time. I was instructed what documents were required to process my claim and was informed they had everything they needed to pass on to a claims handler. With regards to my age, disabilities and medical condition, I was treated with respect throughout and each agent I spoke with that was handling my claim was kind, polite, courteous with empathy whilst dealing with my claim, and as promised they kept me updated through out. My claim was settled without any stress caused to me within 3 weeks. Id like to thank all members I spoke with,Blywama,Vivien,Liva and Rebecca and thank them for completing my claim quickly and efficiently. My experience with making a claim was dealt with the upmost of professionalism with friendly helpful staff. Thank you.

My husband and I took out Avanti travel insurance, underwritten by Great Lakes. It seems that they then use this bunch of cowboys to process claims.

I had a medical emergency in Majorca in October 2024 and spent a day in hospital.

The hospital sent an invoice and claimed directly from the insurance company and I had assumed that everything had been settled. Today I had a call from the hospital asking if I could chase up the payment as they haven't received anything.

I haven't received any notification of a problem with the claim and I am appalled that this situation has arisen.

If payment isn't made very soon the hospital is going to invoice me and I will have to pay the bill. As I am a pensioner this will have a dreadful impact if it happens.

Don't touch this company with a bargepole!!

Travel insurance. This company must be paid just to refuse or delay making payments on claims. A simple claim for a delayed baggage and it has so far taken three weeks. The claims company dashboard tells you nothing and when you call the caller just reads from the dashboard. In my case telling me the claim is 75% through the assessment process.

Contrary to many reviews,CSA were excellent in handling our holiday cancellation. They were efficient, prompt and communicative( thank you Jamie) Our refund was actioned and paid in a matter of days and took away one of the stresses we are currently under.

Paid out quickly on my husband"s cruise cover.

We had a medical emergency on route and delayed by over 4 hours. Left abandoned at JoBurg airport. Put a claim in to Avanti and as I expected some bright spark found a claws to bail Avanti out of paying! I bet he is on a bonus now sir saving Avanti money!!! Do not buy insurance from Avanti. Check out their Trustpiolt review. It’s over 4.5. However there are very few who write a review about a claim. When they do it’s 1 star rating. All the rest of the reviews and about the website. How brilliant they were contacting me about my renewal. Yes get the money and find a way of not paying. I too shall be writing a review about Avanti. You would think I am claiming thousands!! I am not.