Mr Lafford´s profile

Reviews (1)

Essential Travel

Getting through to claims/ customer service is a nightmare

Picking the insurance online is a bonus, happy with having policy documents on email etc. however, in the event of a claim, which we have it has taken over a week to speak to a customer service rep, as we were either hanging on the phone for extraordinary amounts of time or cut off on two occasions. We are still waiting for claim form throu post which has not arrived and now have it emailed. Unfortunately, these days with automated systems it is so very hard to get to talk to a human when the system doesn't understand the problem...! Another downside is not being able to log on and get to my policy documents for over two weeks now. When clicking on email to me, it just doesn't respond. No help... No person to talk to.

19 March 2013

Reply from Essential Travel Ltd

Dear Mr Lafford,

We are sorry that you were disappointed with the service you received and would like to thank you for your feedback.

Whitehorse will be resending the claims forms to you and they will be in direct contact with you shortly.

Kind regards,
Essential Travel

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Mr Lafford
United Kingdom