Columbus Direct Bewertungen 

Antwort von Columbus Direct

12. Juni 2025

We're sorry to hear that you encountered issues using our online claims tool. We are not aware of any problems and other claims are being submitted normally.

We would be grateful if you could respond to our request for more details about you so we can get in touch with you to help you get the claim submitted and to understand if there is a technical problem that would affect other customers as well.

Antwort von Columbus Direct

Aktualisiert am 9. Juni 2025

We have checked our records for a travel insurance policy with us, Columbus Direct. Using the information you have provided you do not appear to have purchased cover with us. Please check you policy confirmation and provide us with a Columbus policy reference. If you have purchased cover with another company, we would please ask that you withdraw this review and instead follow up with the insurance provider you did purchase with so they can look to review this matter for you.

Antwort von Columbus Direct

10. Apr. 2025

Hi Tom. Thanks for taking the time to share your experience, we're sorry to hear that this hasn't been a positive one.

We have many claims daily submitted via the portal without any issues so we were keen to understand what may have been causing you any difficulties. We have worked with our claims team and the indication is that the problem is related to the bank account recognition tool that is used to ensure that the details provided by a user match the account details the bank's hold. This is failing for some reason and this would certainly cause issues submitting a claim.

Our online chat team are only currently able to support on sales and policy queries, there isn't a service for claims support currently. This was removed as the majority of the time it lead to a direct conversation with the customer any way.

We do appreciate that it can be difficult to speak to a claims agent during office hours, this is why the online claims tool was developed. We will ask our claims handling team to attempt to contact you. If that is unsuccessful, they will email you asking you when a convenient time to discuss the case would be.

Antwort von Columbus Direct

Aktualisiert am 28. März 2025

Thank you for flagging this issue. We have asked our claims team to look into any discrepancies.

They have confirmed that as there was three trips cancelled, these have been set up as separate cases. The settlement you have received was for just one of the cases. There has been two other settlements made to you in the last 24 hours, including the one which included the bulk of the costs mentioned in this review. The specific settlement figure and calculations will be included in correspondence that you should now have received.

There was one error on one of the cases where we mistakenly deducted two excesses instead of one. Our claims colleagues have raised a further payment for that claim to reimburse the additional excess taken by mistake.

We are sorry for any confusion and the inconvenience.

Edit: We thank you for taking the time to update your review and for your understanding regarding the matter.

Antwort von Columbus Direct

27. März 2025

Thanks for taking the time to comment.

We would really like to understand what has gone wrong here but with the information you have provided, we cannot find a record of a policy with us so we are unable to try to put things right here.

We also note you've previously indicated you have had a problem with our service and at that time you had a British Airways Travel Insurance policy.

Any further information you can provide so that we can try to help would be greatly appreciated.

Antwort von Columbus Direct

27. März 2025

We are sorry to learn you were disappoint with the outcome of your claim. The claim was settled within the terms of the policy that you agreed to purchase.

At the time you applied for cover we would have made other options available that would have given you more cover and a lower policy excess. The policy you purchased did have lower benefits but this would have been reflected in the price you paid for the policy.

We encourage all customers to review the terms and conditions of the policy, including the benefits and excesses that apply and choose a policy that is sufficient for their needs. We make a range of policies available as some customers will be happy to take on some of the risk themselves as long as they have the main cover for medical emergencies.

Antwort von Columbus Direct

3. März 2025

Thank you for your comments, we are sorry for the difficulties you experienced when making a claim. Our aim is to provide excellent service to our customers, but this is clearly not what you have received.

We understand that our claims team have now been in touch and your claim has been settled. Our complaints team have also completed a full investigation into the handling of your case and have provided you with an overview of our findings and a compensation payment for the service you have received.

Antwort von Columbus Direct

27. Nov. 2024

Thank you for making us aware of the issues that you'd had in attempting to contact us.

We understand that you've now been able to connect with one of our claims agents and your claim has been settled within the terms of the policy.

Investigations have indicated that we did have some phone line issues around the time that you were trying to manage this case. Whilst these are now resolved, we appreciate this would have been very frustrating and inconvenient for you and anyone else trying to contact us. We apologise for this and assure you that this is not a reflection of the expected claims service.

Antwort von Columbus Direct

22. Okt. 2024

Thank you for sharing your experience. Unfortunately, as you have not responded to our request for information we are unable to investigate this matter further but would urge you to reach out to us directly if you don't feel your claim has been assessed correctly or if you were mis-sold the policy.

As you've only given limited information here about what happened, it is not possible to give details on why your claim was refused. You've mentioned that the airline cancelled the flight. Presumably they have compensated you for the inconvenience of this and refunded you for the cancelled flight?

If the cancellation happened while you were already outside of the UK, then travel insurance may pay a compensation for the time that you are delayed in returning after a set period of delay. However, if the flight was cancelled before you even departed the UK, then this is not something that is generally covered by policies.

As mentioned above, if you feel we have made an error in our assessment, please contact us so we can correct it.

Antwort von Columbus Direct

11. Sept. 2024

We are sorry for the difficulties you have had and thank you for taking the time to share your experience. Our policies are sent by our system within 30 minutes of purchase. Every effort is made to ensure that these documents are received without issue, but we are aware that sometimes these can go into spam/trash folders so we always recommend that our customers check there first if the policy is not received. When you first contacted us, our customer services team sent the email again. After your further email, we have used a slightly different method to dispatch the policy documents to you. We have also checked that the email address provided when you purchased cover matches what you have been using to contact us. If you haven’t received these please check your spam folder and contact us again if this is still a problem. If you wish to cancel your policy, you have 14 days from the date you receive your documents provided you haven’t travelled or made a claim. If you wish to cancel your policy, please contact our customer services team who will be happy to help.

Antwort von Columbus Direct

30. Aug. 2024

Firstly, we apologise for the time taken between requesting information from you to posting a response on here. Using your details, we could see that there had been complications with the claims you had raised so we needed to ensure this was reviewed thoroughly before we responded and also we wanted to reach out to you directly before we posted to this open forum.

We have now discussed your claims with you to point out that one of the cases that you had recently raised with us in respect of delays suffered in June 2023 had actually been settled in July 2023. We acknowledge that on that case, the matter was initially declined by our online claims system based on the information supplied. However, when you provided further clarification around the circumstances, the case was immediately settled.

The subsequent claim for a delay suffered in Sept 2023 was declined as you were not able to provide documentation to substantiate the claim. In Jan 2024 after you complained about the outcome, the decision to decline was upheld and you were advised of your right to take the matter to the ombudsman if you were not happy with the outcome. In Aug 2024 you wrote to us with the documentation needed but the cause of the delay is not covered and we replied two days later to explain this.

This was when you asked about making a claim for the June 2023 delay. Our response should have been to direct you to the settlement already received. Unfortunately, the incorrect information was sent instead. We apologies for the error and any confusion caused as a consequence.