This is the worst travel company we have ever been unfortunate enough to deal with. Their total incompetence beggars belief. Unfortunately, they are hiding behind the excellent reputation of British Airways and that is the reason why we took out their insurance.
In my experience, I have a claim which 8 months down the line is still outstanding in my view. They have tried to stall for time, they have constantly asked for further information and then when this has been provided, they have asked for something totally different.
They do not follow simple instructions, e.g. I changed my email address and advised them of this. As I might have known, they wrote to the original email address. They apologise profusely for their incompetence when challenged but this does not compensate for the time and annoyance which they constantly create.
In my dealing with them, they have constantly referred back to their terms and conditions and so much has been deducted from my claim that it was not worth taking out the travel insurance in the first place.
This company is also known as Intana and I will most certainly be avoiding Preferential and Intana in future.
I used to be covered by British Airways travel insurance and I continued when they passed their customers over to Preferential several years ago, I have been covered for about 10 years, mostly with Preferential which has been several years now. I had an Annual policy which also covered my wife and I renewed every year. Now Preferential have decided not to renew my medical cover for a pre-existing condition that occured 6 years ago, although that wasn't a problem for them these past years and for which I was cleared of 6 years ago and with no health problems in the past 6 years.
They say they have a new points system and I no longer qualify. That was it, no further explanation, take it or leave it.
I have now switched to Voyager Insurance through a local insurance broker, they gave me a full health clearance in 5 minutes on the phone with my past medical history, and charged me less than half what I paid Preferential last year. They were nice about it too.