Would not go with this Company again

I asked if one of the Adults in our party is covered for cancellation as she was not able to attend due to a car accident a few weeks before the trip began. I emailed the company on 11 November 2019 asking if I could make a claim, to which I had no response. I then made a claim on 12 November 2019 as I had no response from this company regarding my email the previous day. On 22 November 2019, I emailed the company again asking if I was able to claim as I had heard nothing about this claim for 10 days, to which they responded:-

"Thank you for your email. Your claim is currently being assessed. We will contact you once a decision has been made. If you have any furnther questions, please don't hesitate to contact us."

Given 10 days had already passed, for a claim of only domestic flights in Australia and not an extensive claim, I thought they had already had more than enough time to make a decision.

On 10 December 2019, I finally received a decline to my claim of $60 ($260 minus the $200 excess on my policy). So after 4 weeks and 1 day, the company FINALLY decided to give me the answer of no. I then asked them to take this traveller off the insurance policy and reimburese me the difference from 2 Adults to 1 Adult, as the second adult is no longer travelling and it is not needed. Guess what??? The Company has STILL not responded or refunded the difference.

I cannot rate the customer service of this company low enough for this company.

The silver lining to this cloud is, given I travel many times a year and often worldwide travel, I have found out NEVER to go with this company again due to the lack of Customer service. I will go back to my usual insurer Cover More as I once made a claim with them and they were exceptional, it was a huge mistake of mine to go with this company simply because they were a litter cheaper. NEVER AGAIN.

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