Claims Settlements Agencies Ltd Reviews 

Merely a personal experience.

Given the rating I did expect my claim to end up in the sink.

Yet, I got a call a few weeks after submitting, another email after and the payment arrived.
It's regarding a dental emergency while being abroad. Quite unpleasant experience, yet the guys were pretty empathetic and plesant to deal with.

I am quite happy with how the case was handled and the admins' approach to provide guidance through the claim.

Hope this are changing for good for the future customers.

Many thanks
Petse

Worse than bad! A joke, a scam. We bought travel insurance with Virgin Money, got stuck in Okinawa with a typhoon, started the claim when we finally got back, surprise surprise, the insurance was underwritten by CSAL. Several emails to different email addresses, copy and paste replies (if they even bother to reply), phones than ring but nobody picks up later, nothing. We are complaining to Virgin Money and will start a claim with the Financial Ombudsman but we are losing hope. Avoid avoid avoid.

Echoing the rating and also the overall feedback from others. Hopefully the insurance companies that outsource to CSAL have site of the negative feedback to date. If I were CSAL I would be worried and hopefully accelerate remediation actions to effect a change in feedback. My gripe specifically and I think I have faired better that some,is the protracted time between communications. The lack of transparency around how long a claim should take to process post all the information requested being provided. Finally once the claim has been processed, how long it takes to receive the money into your bank account. I was told 5d ago it would be processed shortly, which is not helpful. UK payment options are Chaps (same day), faster payments (should be same day) and BACS (2 to 3d max). Lack of transparency on what method will be used for payment. I called them after 5d and was told it was paid on the 5/9. I advised I checked with my bank daily and they advised no attempt to pay. CSAL said the payment had not been rejected. So somebody is not being accurate with the facts and on the basis I can see transactions moving in and out of the payment account. I am pretty sure it's not my bank that is at fault. I welcome CSAL to take a more honest approach or be more transparent in regard to payment status. Not helpful that you cannot speak to the team that make the payments. If things do not change I am not sure how long this company will remain in business. Also COVID cannot be blamed for slow service anymore. The low % of 5 and 4 starts is very telling.

What hasn’t gone wrong ! the response times for this company is ridiculous. Staff are rude , I’m constantly chasing my claim and made a complaint and still nothing apart from
Copy and pasting replies. I even emailed one guy called Simon some head of service who advised he escalated my claim that’s all I ever hear it’s been escalated but nothing happening. I get an email to provide more documentation after I have submitted everything. 3 months and my claim hasn’t been settled. GLUK/502770!

Had to cancel my holiday due to injury received after being hit by a stolen motor scooter, straight forward case, it took them 3 weeks to send out a claim form then my doctor dallied on his bit so lost another couple of weeks. Weeks and weeks passed then I called and was told they had sent an email 3 wks earlier but used gogglemail if you can believe that, they said there was a page missing from my cancellation email! There was! it was a blank page! So things slowly got moving till about 4 wks ago when claim was approved, then after calling again they said they tried to put money in my account but number was wrong so why not contact me but that's too easy. They have no excuses left now apart from got to wait another 5 days even though they tried to send last week. Repeat emails, wrong email address and wrong account number are all delaying tactics, so now I'm just short of 4 months!

Terrible customer service, and experience in general. I made multiple claims on 5th May and it’s been 4 months and have not had them settled yet. Firstly it transpired they needed to be merged together as they related to the same incident, which was fine, however they merged them into a closed claim. Then they reopened the claim but the status says they’ve reached an outcome on the claims. What outcome? I haven’t had any correspondance from them about an outcome. I’ve emailed again and again for them to look at my claim so I can be reimbursed but I get no response back. I’ve worked in customer service for a saas company before and understand it’s hectic, but this is ridiculous. Hope no one has to go through the trouble of dealing with these people.

I brought Co-op travel insurance, gold package and paid extra for no excess. I arrived in Spain but my luggage didn't and it took just over 23hrs for it to arrive. I put in a claim which is done through CSA. This claim took many forms, emails and required me to provide an excessive amount of documentation over a X2 month period. They finally contacted me to say that I wasn't entitled to any compensation as I didn't rack up any bills in the 23hr period without luggage. I will NEVER again buy insurance which is handled by this company and will advise everyone I know and spread the word as far as possible. Waste of time and money.

Taken over 4 weeks for them to even acknowledge my overseas medical claim. I do not recommend using them for anything you might run the risk of having to submit a claim with them for.

I submitted my claim on 26/07/2023 and receive a request for additional information on 9/8/2023 which I responded to the same day. Today i have yet to receive an update despite follow up emails. Attempts to reach by phone are fruitless - with a sickening message asking me to call back later. If CSA do not respond to emails or answer the phone there is no alternative but to inform people of this poor service.

Had a claim with Yellow Jersey after I broke some ribs mountain biking. The website was ok, could be better but the errors I made in entering the information were easily fixed with an email to the company.

Two weeks after submitting my claim I hadn't heard anything so I called and was told that it should have been looked at and would be escalated. 4 days later I received my payment for my medical expenses. 2 days after that an email explaining that my claim for my lift pass refund was under the excess and so I would not receive payment, which is correct so no problem.

All in all I found it quite easy to use their website and upload all of the documents from my phone (Samsung) and once chased I received payment with no problems. Quite good.

Can only agree with 95% of reviews on here. Terrible service. Weeks to respond to initial claim then when they do it’s with the inevitable follow up questions to which I responded to instantly. They then help themselves to another 2 weeks + response time. Have had to ring to try and get any response and am met with usual “we are experiencing high call volumes” meaning 15 minutes on hold. Agents are helpful but can only say “we will try expedite”. So frustrating

Yet again another insurance company proving the point to why the public hate insurance companies.
They EVENTUALLY send out default cut and paste responses to your emails without even reading what you sent! This means you have to go through process of contacting them all over again, to which they don't resond.

Disgusting company.

My case has been ongoing since May. I've sent 17 emails made 5 phone calls, and I am still no further forward. I am out of pocket of over 3k worth of personal items and travel money. This service isn't acceptable CSAL. Stay clear of insure and go for your travel insurance, if you value yourself and your personal items. My next step is the Financial Ombudsman Service. Surprise surprise-they're requiring more info all paperwork I submitted 3 months ago, they just don't want to pay you "end of"

I have been waiting for the payment of my travel insurance claim which I was told would be paid shortly on 28 July. Nearly a month later and I still haven’t been paid and two emails I have sent haven’t even been acknowledged. It took a hell of a job to find their phone number and when I did they said it had been paid on 28 July. No it has not and I have proof - it’s not in my account!! Nearly 1500€ owed and they just don’t care while I am over drawn at the bank. I am insured with Staysure Expat insurance but I will not be renewing my insurance with them. Appalling.

I HAD CO-OP TRAVEL INSURANCE WITH THE TRAVEL INSURANCE PAPERWORK PROMISING A CLAIM TIMESCALE OF 5 DAYS. I UPLOADED THE CLAIM TO THEM DATED 11 jUNE 2023 AND TODAY 21 aUGUST 2023 I AM NO FURTHER FORWARD. EVEN THE FORMAL COMPLAINT AND PENDING fos COMPOLAINT DID NOT SEEM TO GENERATE ANY PROGRESS, WHEN GETTING INSURANCE IN THE FUTUTRE I STIPULATION WILL BE THAT THIS COMPANY IS NOT INVOLVED IN ANY CLAIM PROCESS. AND THE CO -OP WILL NOT SEE ANY BUSINESS FROM ME AGAIN. SHOCKING DISREGARD FOR PEOPLE POSITIONS AND CIRCUMSTANCES.

Poor, poor service. Have insured my cars with Sainsbury’s bank previously so used Sainsbury’s travel insurance- by bag never made it on my holiday,49 days ago. Still not recompensed for delayed luggage. ‘Claim handler’ emailed a week ago for documents already sent via email and app, then an email to say they’d found them. Still no payout, information or response. Horrific company along with appalling tui

Bought an AllClear Policy last year and the reviews for them are really good and I would say agent who dealt with my purchase was very helpful indeed. Pity I hadn't known that they do not handle claims themselves but it goes out to this agency and if I had read their reviews on TrustPilot first before purchasing 92% one star. Settlement is not in their vocabulary -evasion is. No payment for loss of monies paid for holiday accomodation due to flight cancellation - as supposedly an email from Easyjet is not written confirmation. The clause they refer to 'not covered if written confirmation from airline etc etc stating the period and reason for the delay' It was not delayed it was cancelled due to circumstances outwith their control which is what the email confirmed. 1year on and still being stonewalled so off to the Ombudsman now.

So I have received a payment into my bank. Not sure if it had anything to do with review.
Unfortunately it is a third of what was claimed for and no contact or email to explain why ?
Again back into cycle of sending emails to automated response...frustrating

Subsequent to being left in Bermuda, having fallen ill on MV Ventura, I made my own way back to UK then to Spain, where I live. All questionnaires and documentation requested were sent to CSA Ltd in a timely fashion. However duplicates of several, already provided documents, were requested and provided. Despite being advised that my claim had been approved, on a rare occasion that I had communication with CSA Ltd, I still await settlement now, 14 August 2023 ! Communication is worse than difficult. It would be easier juggling with soot ! I have resorted to contacting the Insurer. I was informed that my problem was not unique and that future claims arrangements were being looked at ! If only a lesser score than 1 star was available

UPDATE
Claim has now been settled in full and I am upgrading my rating. though still had to do a lot of chasing. Think the new owners of the business are trying to improve the service. Would really like to thank Holly who dealt with my claim in less than 24 Hours for service and hopefully things will improve for all their customers moving forward.
CSAL operate as the claim management firm for Zurich Travel Insurance who underwrite my annual family policy with Insure & Go. Having had a terrible holiday experience which required me to make an online claim on the 10th July, I have still had no response to my claim. I have rang twice, first time to be told they were busy and to wait a week for a response. The second time on the 9/8 I was told nobody had looked at my claim yet, offered an apology and told it would be looked at. Also tried the email but had zero response.

I am surprised that Zurich continue to use this firm given the quality of their service and adverse publicity it would bring to their brand.