• Hi Dan, I'm sorry for the experience you've had in trying to get a refund. I can confirm there was a post on the website published on 31st January at 4:00pm to make customers aware of the COVID-19 exclusion that applied to policies. In any case, I would encourage you to email [email protected] and the team will lodge your complaint formally and investigate your case. I'm afraid this may take longer than usual, due to COVID-19 related delays, but it will mean your case gets reviewed and your complaint is formally lodged. Thanks, Anna
    Reply from Insurance Representative
  • Hi Anna, your team have given me 3 different dates now on when the post was published on your website and also if your read my comment I said the complaints email don't respond. I emailed about 5 weeks ago now. Anyway looks like you have a lot of unhappy customers in the same situation but don't worry as it's not only the insurance company ripping people off but the airlines and hotels too.
    Reply from Dan Arif