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Sylvia's complaint against Staysure

Sylvia Ramsay


[RESOLVED] - False Friends!

Complaint against Staysure

Staysure provided travel insurance at a cost of £194.59 for a Viking River Cruise on the Elbe River. Unfortunately Viking cancelled the cruise at short notice because of lack of water on the Elbe. We were to have our money back plus a voucher- incidentally, we have not received this after one week. We informed Staysure about this and asked for a cancellation of our travel insurance. This was not permitted but they informed us that we could use the policy for another holiday providing we booked our holiday within 3 months. We booked a new holiday with Riviera Travel assuming that we were insured. The deposit of £200 was paid and then a request for the balance £1,498,00 was requested by 13thJuly. When we checked with Staysure, they refused our request because I had an appointment with a cardiologist pending.( we had already informed them about this but they accepted our initial insurance policy). We now have a date for this appointment but, before that date, we have to pay the balance of our holiday. This we are unwilling to do until we resolve the issue with Staysure who now say that we should not have been given the insurance in the first place. They refuse to return our money so we now have no insurance, no refund from Staysure and the choice of forfeiting our deposit of £200 from Riviera Travel or paying the balance without any insurance cover.

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Staysure resolved this complaint

  • Comments (8)

[User Deleted] | | VERIFIED

Reported as Spam

Sylvia Ramsay | | VERIFIED

Policy no. 12316556: Validation certificate - 14STS12316556 I would appreciate a swift reply so that can make an informative decision about our holiday. We did ask to speak to a manager but were told that it was not possible to do so. I might also add that, if Staysure had told us that our insurance was invalid when we telephoned, we would not have booked our second holiday so early.

Staysure Insurance | | VERIFIED

Thank you for the details, our customer service team are going to call you to assist you further

Staysure Insurance | | VERIFIED

Hi Ms Ramsay, we would like to look into this for you. Please can you get in touch with us? Our contact information can be found here, please call the Customer Service team to help you with your complaint: Many Thanks

Staysure Insurance | | VERIFIED

Hi Ms Ramsay, I believe you can send further details in a message here, if you could send your policy number and we will look into this for you? Many Thanks

Sylvia Ramsay | | VERIFIED

Staysure contacted me by phone and I have agreed to have my payment replaced. I think that things have now been resolved. Thank you for a great and helpful site.

Staysure Insurance | | VERIFIED

Thank you for getting in touch Ms Ramsay

Sylvia Ramsay | | VERIFIED

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