Columbus Direct Reviews 10,915

Reply from Columbus Direct

Nov 18, 2022

We're sorry that you are unhappy with the price of the cover available, our prices are driven by the cover we provide and the rates provided by the insurer. We have never tried to be the cheapest in the market, instead we have tried to focus on quality of product and service.

Fortunately, you as the consumer can choose who to buy from. We note you have been a customer with us for a number of years and we are very grateful for that, especially as we understand that you have the choice to buy from lots of different suppliers. We hope you buy policies from us again in the future, but we appreciate that you may be able to pay less elsewhere.

Reply from Columbus Direct

Nov 18, 2022

Very confused by this comment Malcolm. You purchased the policy online, emailed us to make a change to the policy. We tried to call you and when we didn't get to speak to you we left a voicemail and emailed you to arrange a convenient time to discuss the policy. The next contact from you was to cancel the policy. We have not managed to speak to you to be responsible for any errors on your policy.

This was the first time that you had purchased from us so it's unclear why you did if you were unhappy with the price. We're glad to hear that you've found alternative cover that is better suited to you.

Reply from Columbus Direct

Nov 18, 2022

Very confused by this comment Janine. You purchased the policy online so any errors would have been made at the time of application. There is information all through the sales journey showing you what you have applied for. We can see that you asked for a quote for just 1 day of cover and then contacted us to increase that to your actual trip length.

We're sorry if there was anything in the sales journey that led to the confusion.

Reply from Columbus Direct

Nov 17, 2022

Thank you for sharing your experience. We are sorry to hear that you are unhappy with the way we have dealt with this matter since you first logged your claim online on the 29th October.

We note your claim was auto-declined based on the information supplied at the time of creating the claim. Given the subsequent correspondence provided by you our claims team had already reopened the case and asked for additional information which is under review now. Given your previous expression of dissatisfaction over the handling of the matter, a complaint had also been set up for us to conduct a review of what has happened on this case and will provide relevant feedback to you.

Reply from Columbus Direct

Nov 16, 2022

Thank you for bring this matter to our attention. We note from our records that the policy was emailed to you around 10 minutes after it was purchased online. The policy was sent to the same email address that was used to invite you to review us. Despite our best efforts, we do find that the policy document pack can be sent to our customer's spam folder so would always recommend that people check this if a policy doesn't come through.

We have asked our contact centre to reach out to you to resolve this.

Reply from Columbus Direct

Nov 16, 2022

Thanks for sharing your experience. It would appear that you managed your claim online and received an automated decision. Based on the information you provided at the time, it appears that we may be able to assist but just need to change the selected category of claim type and get a bit more info from you. Depending on the circumstances around the delay, you may be entitled to small amount of compensation.

The claims team should also explain to you the EU261 Passenger Rights, some of the specific costs incurred may be covered by the airline, so if you have not already made enquiries with them, you should be entitled to some reimbursement from the airline.