Direct Travel Insurance
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Fine until you actually have to make a claim
I've been a loyal customer for about 20 years. In that time I'd previously only had to claim once and that was handled satisfactorarily (I'd even put a positive review up here). Having incurred extra costs due to a health issue while on my latest holiday in feb I won't be using direct travel again. The company that now handles claims is appalling, playing every trick in the book to make things hard going, presumably hoping you'll just give up. I'm over 4 1/2 months in and still have no decision. They ask you for endless sources of evidence but don't mention there is a 2mb limit to emails so your emails fail to go through. Then they close your case for lack of response! I've had to keep chasing and resending. It was my second chaser in which I was told they still hadn't had my response when the person I was speaking to mentioned the 2mb limit. Given the complexity of the evidence they wanted (document scans etc) 2mb is a tiny allowance. I decided to upload docs direct to the system only to find their system is very limited in the types of docs it will accept so I had to pdf everything - anyone less technical would have probably given up which is presumably the point. I've probably put about 5/6hrs into this claim so far and now have to wait nearly a further month till the claims assessor can review my further documentation due to a backlog. Just booking my next holiday and will be insuring elsewhere. Interesting that most reviews who have had to claim recently seem to be having similar -ve issues.