Staysure

Staysure are fine to deal with when you are buying the policy, and as long as you don't need to claim, things are great! However, if you do need to claim as I did following the unexpected death of my father 3 days before my planned holiday, then that's where the customer service ends. After providing all manner of documentation - death certificate, GP's letter, completed questionnaire, holiday booking forms, cancellation confirmations, and a subsequent medical form to send to my father's GP, I had my claim 'declined'. Apparently, as my father was elderly and on medication for some long-standing but controlled conditions he was automatically not covered - even though there is no way to provide this information when buying the policy. What a get-out-of-jail clause that is! In my experience Staysure's underwriters, ERV, are an unprofessional, dismissive and rude bunch of sharks, who refused to explain their decision to me, and I even had the phone put down on me. Whilst Staysure and ERV are different companies (as far as i know), I feel strongly that Staysure should have an onus of responsibility towards their customers in cases such as mine, rather than passing the buck and asking me to take up the matter with ERV through their complaints procedure. Given their response to date, I am not at all optimistic that their response will be in the least bit helpful or demonstrate the slightest bit of humanity. Staysure have my money - not ERV - and it is in Staysure's interest not to have their reputation affected by the off-handed and rude behavior of their underwriter.