Leisure Guard Travel Reviews

After posting a poor review here I was contacted by Leisure Guard who referred my complaint on to relevant company responsible for dealing with their claims and I'm happy to report I received my payment yesterday. 5 months after original submission, several phone calls, a negative review and one complaint later but we got there in the end!
I'll be sure to check reviews here before taking out insurance going forward.

My flight was delayed causing me to miss my pre booked high speed train connection and having to buy another ticket on an inter city to reach my destination. Thought claiming would be straightforward. Wrong. Everything online, not possible to speak to a real person, and they want a letter from the airline confirming scheduled departure time, actual departure time and arrival time. Have had no response from airline to my request for information and cannot get advice from underwriter on how to proceed. Seems I am now several hundred euros out of pocket. Only bought Leisure Guard because it was recommended on Martin Lewis’s MSE site.

UPDATE 1/7/22

Reply from Leisure Guard 24/6
Reply from Leisureguardinsurance
7 days ago
Good afternoon,

We are sorry to hear that you are experiencing issues submitting a claim.

We have arranged for someone from our claims team to contact you to discuss this further.

Kind regards,

Leisure Guard team

One week on (1 July) no contact has been made.

I would leave 0 stars if I could. Paid for a policy and within 24 hours cancelled this. I have emailed them for two weeks and no reply. The number they tell you to call doesn’t work. I’ve found lots of other numbers to call to reach them and they cut you off. Cannot get any acknowledgement of my emails. I’m now down £40 as they clearly have no intention of refunding the money. I’ve take my complaint to the Financial Services Ombudsman.

Their phone number (they provided) in Crawley doesn't work either! I bought worldwide annual policy and thought I had bought cruise cover only to read its an exclusion! this was the main reason I paid £158 - what a rip off.

This company is not fit for purpose and have no idea why still being promoted by Martin Lewis.

Purchased a car hire excess insurance and on return from my trip made contact with the company for a small claim. Claim email sent on 13 April but no reply and then put in a complaint on 5 May and still no reply.

Luckily the claim is very small but in case it was a bigger claim, would have been out of pocket.

Will ensure I recover every penny from them but is time consuming.

Beware, the company is a absolutely atrocious!

I wish I had looked up reviews for this company before purchasing a policy from them recently. After purchase I did not receive my policy documents, so I emailed them. No response yet so I tried to use their live webchat facility - which did not work. I am panicking now and just want to cancel my policy before my holiday, but I fear I have been scammed ☹️ does anyone have a telephone number for them? I am struggling to find one..

I bought travel insurance with winter sports cover for my son before he went snowboarding in Bulgaria. He had an accident and partially dislocated his shoulder. After hours spent filling in the claim form and sending supporting documents, one month later I have heard nothing from Leisureguard. Very poor service in my opinion. Update, they did eventually pay my claim so I have increased from 1 to 3 stars.

Two months have passed and my claim has not progressed.
I stepped on a Stonefish whilst on holiday and needed medical treatment. I called the Medial Assistance line who advised to pay with a credit card and make a claim on my return. Two months later the status of the claim is still "Pending".
I suggest using an alternative company.

Having been compulsorily removed from our cruise ship Iona in November due to contracting covid, and being taken to "student accommodation " in Malaga, it took 2 days to get through to our insurance company, bearing in mind we had covid and were unwell, we eventually got through to International Medical Rescue to discuss our predicament.
We were put into quarantine on the insistence of the Spanish Authorities for 10 days, we were presented with a bill for the stay on day 1.
Hounded every day by the accommodation management for payment, apartment was never cleaned, food was left on a table outside the apartment uncovered, had to be reheated in a microwave, mostly inedible by this stage.
No facility to wash cups hygienically, no facility for exercise, no contact by any medical staff, even though we should have been contacted dailyfor updates.
We spent most days phoning and sending emails for information and help.
To add salt to the sounds ,so to speak, it took 11 weeks for our claim to be dealt with, after being told initially 6 weeks, then 8 weeks eventually me calling for a 3rd time got the claim started.
A few days later an email with a breakdown of the settlement figure was sent to me.
I immediately noticed an overpayment for our accommodation, but no payment for cruise curtailment.
I called IMR and informed them, being told "I've never experienced a claim like this in my 30 years", well its the first pandemic for a long time so will be different, and the insurance covered the pandemic.
The overpayment was removed with immediate effect, however the claim for curtailment has appeared to have gone back in the queue.
We have had a very stressful time, like most people, during the pandemic and would have expected to have been fairly dealt with.
We are still awaiting a (hopefully positive) response to our curtailment payment request.
We were on a cruise which was curtailed when we were taken off the ship, we couldn't leave the country until our quarantine was completed, and we left at the earliest opportunity, thankfully.
Under normal circumstances you get paid for curtailment if you return to the UK immediately, however these were not normal circumstances, it was compulsory quarantine due to the covid pandemic!!
I would be very wary of purchasing insurance from this Company in the future.
Friday 11th February
Well, intervention from Leisure guard was a complete waste of time, as we received a reply this morning from IMR stating "We have noted your comments but are unable to consider the claim for the loss of the cruise under the Curtailment Section of thepolicy, as the definition of curtailment is returning home early to the UK"
What is the point of insurance if they don't pay, we explained we were not allowed to return sadly to the UK as we were held in Spain by the authorities.
We were not allowed to leave the country as we had to quarantine for 10 days. We would have loved to been returned early.
Very very disappointed in the way our claim has been dealt with, this was an extremely stressful time and we will not use Leisure guard insurance if this is the way you get treated when you abide by the rules.
We only bought this insurance due to it being on Money Saving Expert Website.

We had a holiday booked for my sisters wedding and we were also visiting my parents who lived in Dubai. Unfortunately due to the impending lockdown my parents were ordered to leave their home, job and the country within 3 months!! which in turn led to our holiday being cancelled which was inevitable.
As soon as we got the message to say our holiday was cancelled we started our refund for the flights and after 6 months!!! we finally got all our money back.
We contacted our insurance via E Mail on May 20th 2020 to notify them that our holiday on May 31st 2020 had been cancelled and that we would like a refund on the family insurance that we paid.
Not one response did we receive and due to Covid the premium phone line they provided was too expensive to stay on hold as nobody ever answered !!!
We have just recently contacted them via E mail again and there response was that they had sent us an email July 2020 to rearrange our policy details with them to change dates etc but we never received any E mail from them. We told them this and they said they would forward our case to their underwriters who have since responded with case closed as they are saying we didn’t contact them by the 7th July 2020 as per their alleged Email.
Quick to take your money,quick to use Covid as a way of not being able to get in contact and quick enough to say CASE CLOSED.
I will not use this company again and in future will carefully read customer reviews as this company has some terrible reviews including this one.

Multiple attempts to claim for travel insurance via website, phone, email, no response.
Avoid them if possible, if I could give zero stars I would

Once again had to cancel travel insurance due to covid and this company are fantastic in changing the dates and destination. Give them a go, trust me, 0100% recommended

i have e mailed you numerous times to pay the money determined by he Ombudsman and for your postal address all to no avail. Do you consider that acceptable so please post your address here so I can pursue small claims action if you do not reply?

P H********
Sat 27/11/2021 13:19

REMINDER If Payment is not made small claims Court will follow. Please provide buisness Postal address requested numerous times


From: P H&&&&& hotmail dot com
Sent: 03 November 2021 17:25
To: info at leisureguardtravelinsurance dot co dot uk
Subject: Fw: Possible Small Claims Court action against Leisure Guard

Who is your Mr Preston to state the matter is concluded and that neither Leisure Guard nor ROCK will enter into any further correspondence in this matter?

You have not responded to questions put and have given wishy washy evasive response to those you have elected to answer . I suggest you try a lot harder to answer questions to improve your media ratings such as your poor Trust Pilot ratings which I will be commenting on with the lowest rating. Who is he to threaten to have my MSE forum posts removed.

I have asked for your correct address to send my small Claims Court application to but you cannot even manage that. Please submit

I asked for telephone call recordings transcripts when I took out the Policy in Sept 2017 for back as evidence to support my small Claims Court application but you elected to ignore that. Please submit as I am legally entitled to them . " Citizens have a legal right to access any data held about them in most circumstances. Exclusions might apply if information is held for the prevention or detection of criminal activity."

I never received any e mail from Olly Young dated 15 February 2021 which you make reference to. Please have payment made as item 4 to ********** Santander Sort Code ***** Account ****** previously given to you without further delay.


Regards

Purchased single trip insurance when I booked holiday 8 month before travel, around £30.
Week before departure I tested positive for COVID. Unable to travel.
Phone up to amend insurance to change date for 10weeks later…. To be told they wanted £25 admin fee for changing date!!! Told them fine I’ll cancel it. To be then told I’ll only get 50% back minus some sort of tax!! As we out the 3 month cooling off period!!
Rather get £7 odd back than give them anymore money!
STAY AWAY!!

Beware of these cowboys. Took out holiday insurance just before COVID struck. Of course travel was out of the question. Tried to contact the company to negotiate some sort of refund. The response was an automated reply. This was over a year ago. Not the behaviour of a well run company. You have been warned stay away!