SHOCKING "SERVICE" - AVOID! (Insure and Go)

Member Name: franny

Product:	Insure and Go
Date:	19/03/07 (294 review reads)
Rating:

Advantages: None - unless you like high blood pressure

Disadvantages: Bad attitude, no customer service, evidently don't care once they've got the money

My fiance and I were supposed to travel to Paris this past weekend, 16-18 March, to celebrate our engagement. However, the Eurostar train which we had booked for 4.12pm on Friday 16 March was cancelled at the very last minute, and re-bookings for trains from London to Paris were not being taken for trains until 6pm on Saturday. As such, we had to cancel our whole trip to Paris. More annoyingly, I am also still liable to pay for our hotel room for the trip, as because I had to cancel the rooms at very late notice, I am still liable for the bill.

What is most galling, however, is that the Insure & Go "customer services" (ha, what a joke) representatives tell me that despite having an annual Platinum policy which cost £50-odd, I am not entitled to claim either delay compensation or cancellation compensation, due to the fact that the Eurostar stopped running because of a track fire (there were gas canisters near the line so the Fire Brigade shut the line completely). Why does the cancellation of a holiday not mean you get cancellation compensation??? I just don't understand.

Not only this but the attitude of the staff is shocking - the person I was speaking to was evidently just reading off a script and had no ability to think for herself, just parroting off reasons why she wouldn't let me claim on my policy - the word jobsworth does spring to mind. They really don't give a damn about the customer... I really feel very strongly that they should not be able to hide behind small print like this and have made a complaint, threatening to go to the ombudsman if I don't get a proper answer, so let's see what happens - in the meantime, AVOID THIS COMPANY!!!

Summary: Paris trip cancelled - not that they care