Gave wrong claims advice, then failed to respond to complaints (Insure and Go)

Member Name: Robbie

Product:	Insure and Go
Date:	11/07/08 (222 review reads)
Rating:

Advantages: The best I can say - to be confirmed - is that they don't actually kill little children

Disadvantages: Untrustworthy claims advice. Dreadful customer service

I lost a filling while on holiday in England. It was a Sunday, so I'd have to pay for treatment, so I called the number Insure & Go provide for claims queries. I explained the situation, including that I was in England, and she said she'd call back. This she did, and told me that I could claim so I went and got the treatment at the cost of £65.
When I went to claim, I could only find an overseas claim form on their website, so I emailed them. They sent me the same form, so I emailed again to check that it was ok to use this for a UK claim. I got an automatic acknowledgement but no reply, so I went ahead and used the overseas form. After making all the necessary copying and form filling and sending registered post, I got a reply saying the claim wasn't allowable because I was in the UK.

I have no problem with that fact, but I asked them to investigate why I was told the exact opposite, and why they didn't tell me the two times I contacted them about claiming for a UK incident. They said they'd investigate and get back to me in "a few days". Two weeks later no reply so I called again and was told they'd prioritise it and get back to me "in the next day or so". Another two weeks and no response so I called again.

Eventually they said they couldn't trace the call recording to check it so I'd have to use the formal complaints procedure.

I went to the website and sent a carefully-worded complaint to the address provided for complaints. (Note that most of the email addresses, for sales etc, you can just click, but the complaints email addresses you can't - you have to retype them into your email!) I got a read receipt, but no reply.

I called after a week to query this and was told I'd sent it to the wrong address! They gave me another, so I forwarded the original email, adding a complaint about how that had been handled, plus the fact that the website shows the wrong address, plus the fact that whoever did receive the complaint did nothing with it.

And that was three days ago. Now they're not returning my calls.

So:
1) The people who advise on claims gave me wrong advice.
2) The calls "recorded for your protection" couldn't be traced
3) The people who handle phone queries commit to deliver but don't
4) The website for complaints gives the wrong email address
5) People receving complaints by email don't respond to them

This is all consistent with the view expressed elsewhere that InsureAndGo will take your money, but after that you can expect zero customer service.

Summary: Don't let the easy sales process fool you: Claiming or complaining is impossible