Truly awful. I have been trying to renew my annual travel insurance policy online. The Portal is not fit for purpose and kicked me out over a dozen times whilst trying to renew the policy. Phoned cust... Zobacz więcej
Chociaż nie weryfikujemy konkretnych wypowiedzi, ponieważ opinie recenzentów są ich własnymi opiniami, recenzje mogą zostać oznaczone jako „Zweryfikowane”, jeśli uda nam się potwierdzić, że doszło do rzeczywistej interakcji biznesowej. Dowiedz się więcej
Aby chronić integralność platformy, każda recenzja na naszej platformie—zweryfikowana lub nie—jest sprawdzana przez nasze oprogramowanie działające w trybie 24/7. Technologia ta została zaprojektowana w celu identyfikowania i usuwania treści, które naruszają nasze wytyczne, w tym recenzji, które nie opierają się na prawdziwym doświadczeniu. Zdajemy sobie sprawę, że możemy nie wychwycić wszystkiego, dlatego możesz oflagować wszystko, co według Ciebie mogliśmy przeoczyć. Dowiedz się więcej
Zobacz, co mówią recenzenci
5weeks and still waiting an answer on a simple claim re bereavement cancellation. Issue appears to be with their "agent" Collisons. Wont be buying from them again.
Da parecchi anni Columbus mi accompagna nei viaggi in tutto il mondo. Quest’anno per la prima volta ho aperto un sinistro per una frattura al terzo dito del piede. Mi sono rivolta ad una clinica priv... Zobacz więcej
Reakcja na opinię
I've been a customer of Columbus for many years. This year, for the first time I had to make a claim due to a travel delay and missed flights out of my control. The claims process did require th... Zobacz więcej
Informacje dotyczące firmy
Informacje przekazane przez różne źródła zewnętrzne
Columbus is one of the UK's leading Travel Insurance providers. Established in 1988, we were the first company to sell travel insurance direct to the consumer, cutting out the middle man and saving our customers up to 60% in the process. Over 20 years on we have covered over 15 million travellers all around the world. We put our customers first and have won multiple awards for our cover and customer service including the ITIJ Travel Insurance Intermediary of the year award and also the Best Travel Insurance Provider from the Personal Finance Awards.
Why choose Columbus Direct?
Napisane przez firmę
- Great value travel insurance
- Columbus provides great value travel insurance and award winning customer service. With single trip cover starting at just £2.69 and annual policies from £22.
- Flexible cover
- With 3 levels of cover to choose from; Bronze, Silver or Gold - you are bound to find a policy to suit your needs.
- Excellent Benefits
- Columbus policies offer a wide range of benefits including up to £15 million emergency medical expenses, 24hr English speaking assistance service, cancellation cover up to £5,000, cover for lost, stolen or damaged baggage up to £2,500. Plus kids go free on all family annual policies.
14 day money back guarantee
Not happy with your policy? It's not a problem with our money back guarantee...
If, having examined your policy documentation, you decide the insurance does not meet your needs, you can cancel the insurance within 14 days from the date you receive the policy documentation, and we will refund the premium provided you have not taken a trip to which the insurance applies, and you have not made a claim.
Dane kontaktowe
Cutlers Exchange, 123 Houndsditch, EC3A 7BU , London
- 0800 068 0060
- customer.service@columbusdirect.com
- www.columbusdirect.com
2,3
Słaba
11 tys. recenzji
W ostatnim czasie nie zapraszano do recenzowania
Ta firma nie zapraszała ostatnio swoich klientów do recenzowania, dlatego recenzje mogą nie być w pełni reprezentatywne
W Trustpilot przywiązujemy wagę do treści tworzonych przez ludzi. Firma może jednak dodatkowo korzystać z naszego narzędzia wspomaganego przez sztuczną inteligencję, które pomaga w przygotowywaniu odpowiedzi.
Jak firma korzysta z Trustpilot
Dowiedz się, w jaki sposób pozyskiwane, oceniane i moderowane są ich recenzje i oceny.
Great service
Claim settled within 5 days for theft of my bag. Timothy my claims handler kept me informed throughout the process. Would absolutely use this silver cover again.
12 maja 2023
Opinia niezależna
Odpowiedź od Columbus Direct
Thanks for the review John.
We appreciate you had concerns initially around the timescales expected for claim handling. We are very grateful that you were open to working with the claims handling team, and Timothy in particular, to help get this resolved in a timely manner.
We buy annual holiday insurance and…
We buy annual holiday insurance and this year decided to use Columbus Direct. I accidently fell out of a rubber dinghy near the beach and lost my new prescription glasses. Columbus Direct have requested the most bizarre list of documents and been so slow to respond, that it I can only conclude that they will do anything to avoid paying a claim. This kind of behaviour is what gives insurance a bad name. Shame on you Columbus Direct.
15 lutego 2023
Opinia niezależna
Odpowiedź od Columbus Direct
Thanks for sharing your experience Barry.
From our records it looks like we sent you a standard claim form which would be designed for all types of baggage losses/thefts, so it is likely that there was some questions asked that may not have been relevant to your circumstances. When we tried to call you to follow up on the claim you asked us to manage the matter with your partner which I believe we have now done and settlement has been agreed.
We're sorry that the claim did not go as smoothly as you would have liked but hopefully this has now been resolved to your satisfaction.
Very impressed
I recently took out travel insurance for a trip that involved a lot of “excursions”. As this is going to be a large part of my trip, Columbus (at no extra cost) agreed to remove the limit on excursions and cover up to the full cancellation amount. They were quick to respond via Twitter and even endorsed the policy documents to indicate what had been agreed. Very pleased with the service received.
13 kwietnia 2023
Opinia niezależna
Always excellent customer service and…
Always excellent customer service and fast response.
13 kwietnia 2023
Opinia niezależna
Esperienza positiva
Da parecchi anni Columbus mi accompagna nei viaggi in tutto il mondo. Quest’anno per la prima volta ho aperto un sinistro per una frattura al terzo dito del piede. Mi sono rivolta ad una clinica privata e ho pagato i soccorsi con regolare fattura. Rientrata in Italia ho aperto il sinistro in data 13/02/23 inviando tutti i documenti richiesti ( biglietti aerei, fattura della clinica). Successivamente sono stata contattata al telefono per informarmarmi che avevano controllato la documentazione e che nel giro di 10 giorni mi avrebbero fatto un bonifico sull’Iban da me fornito.
Oggi 30 marzo accreditato l’importo della fattura. Per mia esperienza personale posso solo lodare questa compagnia.
30 marca 2023
Opinia niezależna
Odpowiedź od Columbus Direct
Gentile Simonetta,
La ringraziamo per il Suo recente commento e per aver trovato il tempo di scrivere questa recensione.
Siamo contenti che sia stata soddisfatta della nostra assicurazione e per qualsiasi cosa non esiti a contattarci.
Cordiali saluti,
Il Suo Team di Columbus Assicurazioni
Incompetent and deceitful …
Three years and still no resolution please avoid this company and report your experience they should be investigated.
31 marca 2022
Opinia niezależna
Odpowiedź od Columbus Direct
We are very sorry to hear of your experience. Our aim is to provide an excellent service to customers but this is clearly not what you have received here.
We have reached out to you via Trustpilot so that we can investigate this matter and try to correct the problem. Please do come back to us with information so that we can try to resolve this for you.
Avoid like the plague
We have always purchased insurance from this company and never needed to make a claim until late last year. They refused to pay £50 despite countless back and forth comms with them and clear evidence. They stall and delay and delay until you give up.
The insanity of this company that they have lost loyal customers because they refuse to pay £50 blows my mind. Disgraceful company that does not care for its customers. Never use them.
31 października 2022
Opinia niezależna
Odpowiedź od Columbus Direct
We are very sorry to hear of your experience. Our aim is to provide an excellent service to customers but this is clearly not what you have received here.
We have reached out to you via Trustpilot so that we can investigate this matter and try to correct the problem. Please do come back to us with information so that we can try to resolve this for you.
Bought Columbus Direct travel insurance…
Bought Columbus Direct travel insurance on Saturday 18th March 2023, promised documents within minutes, Sunday nothing, Monday nothing. Tuesday, today contacted Columbus Direct via their website Bot. Over approx an hour, three times they said they have emailed my documents ... not a sausage. So after an hour or so I told their Bot I am cancelling my policy ... within a minute I received a cancelling email .... WHY and what was that all about?
21 marca 2023
Opinia niezależna
Odpowiedź od Columbus Direct
We're very sorry to hear that you had this poor experience.
If you were using a webmail account such as Hotmail then your policy documents may have been sent to your spam/junk folder. We are constantly working to try to avoid this but because of the policy attachments, this can sometimes be diverted. We do have a live chat function on the website where you would be talking to an agent, not a bot. We would hope that they would have suggested checking your spam folder and if still no joy, suggesting we try a different email address. If this didn't happen, we apologise. We understand why you would have asked for the policy to be cancelled after not receiving your policy documents. As you were talking to an agent, when you requested this, it would have been appropriate for them to take immediate action and it sounds like this email came through, which is what we would have expected with the other emails.
We've asked you for details so that we can investigate what actually happened here to see if we could have done anything differently.
Interruzione viaggio
A Natale 2022 ho dovuto interrompere il mio viaggio a Tenerife per l'improvviso ricovero ospedaliero di mia madre,e rientrare in Italia. Il mio giudizio è positivo in quanto mi hanno rimoborsato in circa un mese e mezzo, però state attenti a due cose: contattate sempre prima la centrale operativa (quando possibile). Io l'ho fatto, mi hanno rimborsato dicendo che il rimborso era stato fatto nonostante io NON avessi contattato preventivamente la centrale, cosa non vera. La seconda cosa è che consiglio di aprire il sinistro sul loro sito tramite procedura guidata, e non scrivendo a nessuna mail, perché alle mail non rispondono. Al telefono all'ufficio Sinistri di Milano invece mi hanno risposto subito. Giudizio nel complesso più che positivo, continuerò a stipularla.
22 grudnia 2022
Opinia niezależna
Odpowiedź od Columbus Direct
Gentile Claudia,
La ringraziamo per il Suo recente commento e per aver trovato il tempo di scrivere questa recensione.
Siamo contenti che sia stata soddisfatta della nostra assicurazione e per qualsiasi cosa non esiti a contattarci.
Cordiali saluti,
Il Suo Team di Columbus Assicurazioni
Waste of time and money
I paid over £110 for their silver policy. The online claim process was a farce. I made a 'denied boarding' claim, but the company decided to treat it as a 'missed departure' (when it wasn't.) Suffice to say they turned my claim down. I then tried to make a claim for my subsequent missed flight connections, only for Columbus to wriggle out of paying anything. It seems that they'll only reimburse you if your flights are to Lilliput on the 30th of February in the year 3000!
27 lutego 2023
Opinia niezależna
Odpowiedź od Columbus Direct
We're sorry to learn that you have not had a positive outcome to your claim. Following your review and our request for information, we have tried on numerous occasions to reach out to further explain our position but have been unable to speak to you.
Whilst we understand your disappointment with the decision on your claim, our view is that your circumstances would not have been covered by most, if not all, travel insurance policies. The ultimate cause of why you were unable to board the flight is commonly excluded from travel insurance. As you had booked through an agent that had full access to your information, there may be a strong case for you to pursue this with them.
We do accept that the claims experience you had could have been better and have shared your feedback with our online claims team.
Terrible experience to submit a claim!
Terrible experience to even submit a claim. The website is terrible and the claim form keeps failing. I'm unable to submit my claim after trying 5 times on the website.
I have even tried to save midway and then login and it says I have nothing in progress either.
I call the UK number and just sit on hold with no one answering.
13 lutego 2023
Opinia niezależna
PEGGIO NON POTEVA ANDARE
SE STATE PENSANDO DI FARE QUESTA ASSICURAZIONE LASCIATE STARE E' COME NON AVERE NIENTE BUTTATE SOLDI E TEMPO...
ANDATE IN UNA AGENZIA DI ASSICURAZIONI VERA
24 stycznia 2023
Opinia niezależna
Odpowiedź od Columbus Direct
Gentile Cliente,
grazie del messaggio e ci spiace notare il suo disappunto.
Per protezione dei dati personali non é possibile richiedere o fornire chiarimenti della Sua pratica su Trust Pilot.
La informiamo che la nostra azienda opera correttamente sul mercato italiano ai sensi delle regolamentazioni vigenti.
Collinson Insurance Solutions Europe Ltd ,conosciuta commercialmente con il nome di Columbus Assicurazioni, è autorizzata e regolata dal: Malta Financial Services Authority in qualità di Agente Assicurativo (Distribution Act -Cap. 487); dall’IVASS, per operare in Italia in regime di libera prestazione di servizi.
La preghiamo di consultare la sezione “Chi Siamo” sul nostro sito internet per maggiori informazioni.
Se non è soddisfatto del servizio ricevuto, potrà contattare il nostro ufficio reclami, fornendo il Suo numero di sinistro o di polizza, all’indirizzo email ufficioreclami@columbusassicurazioni.it ed i colleghi saranno lieti di rivedere il caso e darLe riscontro in merito.
Cordialmente,
Il Suo Team di Columbus Assicurazioni
Seguito oltre le aspettative
Ho 42 anni, viaggio sempre solo e mai avrei pensato che avrei dovuto rivolgermi all’assicurazione, invece il 18/01/23 mentre mi trovavo in Brasile sono caduto e mi sono rotto la clavicola in spiaggia 6 giorni prima del previsto rientro. Ho chiamato la centrale operativa di Columbus e devo dire che sono rimasto positivamente stupito, rispondevano immediatamente, mi hanno seguito passo passo ogni giorno, hanno organizzato il mio rientro anticipato da Florianopolis, via San Paolo, Lisbona e Malpensa, tutto in business class e poi il trasferimento da Malpensa a Treviso (400km) in ambulanza con 2 infermieri. Mi sento veramente di ringraziare Simone, Laura, Simona , Ayag e tutti quelli della Centrale Operativa Columbus che mi hanno seguito ed aiutato a farmi tornare per ricevere le cure adeguate in Italia
17 stycznia 2023
Opinia niezależna
Odpowiedź od Columbus Direct
Gentile Filippo,
La ringraziamo per il Suo recente commento e per aver trovato il tempo di scrivere questa recensione.
Siamo contenti che sia stato soddisfatto della nostra assicurazione e per qualsiasi cosa non esiti a contattarci.
Cordiali saluti,
Il Suo Team di Columbus Assicurazioni
Poor Claim handling too slow
5 weeks since my accident on holiday and still nothing.
Every time I phone to follow up on my claim I am cut off or told my claim handler is not available and will call me back. They never call back.
There is never a supervisor available the are always in a meeting.
I am now told my claim has been put back in the queue and will be reassigned another claim handler.
Columbus Direct is not even based in the UK, this is a call centre in South Africa.
Its not what I thought I was buying. Very disappointing.
23 stycznia 2023
Opinia niezależna
Odpowiedź od Columbus Direct
Hi Sophie. Thank you for taking the time to share your experience. We are sorry to hear that you have not had the level of service that you would expect so far.
We have shared your comments with our claims team and have asked them to work with you to resolve the matter as quickly as possible.
Columbus Direct are a UK based company and part of a wider group, Colliinson, who are also based in the UK but with offices around the world, including in Cape Town. The Columbus claims handling team operate from there but work closely with the UK team.
Horrible customer service
Used to be good. Horrible customer service. I was called once, couldn't pick up the phone and the person couldn't bother to try again. Sent me an email to which I replied and still waiting for an answer. The number I was called from cannot accept calls so I can't contact them. Sent an email complaining about it and got a different number. Called this number but they could help. I was told a person who could actually help would call me straight away but nothing. I can't wait for your call all day, people need to work too you know?
10 stycznia 2023
Opinia niezależna
La peggiore assicurazione della mia…
La peggiore assicurazione della mia vita! Causa Covid io e mia moglie abbiamo dovuto rinunciare al nostro viaggio in Grecia. Dal 1 agosto 2022 sono passati 5 mesi e continuano a non volermi rimborsare il volo. Prima sono spariti per mesi, poi hanno chiesto cos’è che avevo inviato appena una settimana dopo la mancata partenza. Poi di nuovo spariti, decine di mail, certificati di positività, documenti della compagnia aere che attestava che non eravamo partiti ecc… un incubo e loro ancora oggi dopo 5 mesi e dopo che continuo a sollecitarli si rifiutano risolvere la faccenda. Solo 2 giorni fa, dopo l’ennesimo sollecitato, hanno avuto il coraggio di scrivermi che devo contattare io la compagnia aerea per farmi rimborsare le tasse aeroportuali, assurdo! Ma poi per cosa, per rimborsare meno? Loro non ti aiutano in nulla, chiedono solo documenti su documenti e non risolvono. Credo che dovrò andare per vie legali e citarli anche danni morali dopo tutto questa assurda burocrazia che propinano ai clienti…. State alla larga da loro!! Disonesti! Vergognosi!
5 stycznia 2023
Opinia niezależna
Odpowiedź od Columbus Direct
Gentile Cliente,
grazie del messaggio e ci spiace notare il suo disappunto.
Per protezione dei dati personali non é possibile richiedere o fornire chiarimenti della Sua pratica su Trust Pilot.
La variante Omicron e la prima stagione estiva post-pandemia purtroppo ha causato disagi ai piani di viaggio di molti clienti, generando un altissimo numero di richieste di rimborso.
Ci scusiamo per i rallentamenti ma stiamo facendo del nostro meglio per rispondere alle richieste di tutti e nel minor tempo possibile. Nonostante i nostri sforzi, la lavorazione dei sinistri sta richiedendo molto più tempo dell’usuale.
Le assicuriamo che il nostro Ufficio Sinistri sta gestendo le richieste di risarcimento nel più breve tempo possibile.
Per quanto concerne la documentazione aggiuntiva, Le comunichiamo che l’annullamento prevede la copertura, e quindi il rimborso (se conforme alle condizioni di polizza), per le spese di viaggio e soggiorno sostenute prima della partenza in base ad un contratto e documentate da apposite ricevute e conferme di prenotazione e non rimborsabili in alcun modo dal fornitore del servizio (es. compagnia aerea o dalla struttura alberghiera), esclusa una franchigia di 75 euro a persona, come indicato nell’oggetto di garanzia della SEZIONE D – CANCELLAZIONE E INTERRUZIONE DEL VIAGGIO (di seguito riportata una parte):
“La polizza prevede il rimborso, nei limiti dell’importo indicato nell’Allegato 1: Tabella delle Garanzie, per le spese di viaggio e soggiorno, (escursioni limitate a € 250), che l’Assicurato abbia pagato o sia tenuto a pagare (che non possano essere recuperate in alcun modo) qualora inaspettatamente non possa intraprendere, o debba interrompere, il viaggio a causa di uno degli eventi di seguito elencati. Affinché la copertura sia valida, al momento dell’acquisto della polizza o della prenotazione del viaggio (a seconda di quale sia l'ultimo), l'Assicurato non deve essere a conoscenza che uno degli eventi elencati possa causare l'annullamento del viaggio:”
La informiamo che, quando viene presentata una richiesta di risarcimento, è necessario fornire tutta la documentazione necessaria attestante il motivo dell’annullamento del viaggio e che i servizi non vengano rimborsati dal fornitore del servizio (es hotel o compagnia aerea).
Per tale ragione, è necessaria la documentazione da parte del vettore, ad esempio, che non sono solo confermi la cancellazione del volo da parte Vostra (o il “No Show”) ma che la prenotazione aerea non sia rimborsabile o l’ammontare rimborsato. Normalmente, le tasse aeroportuali vengono sempre rimborsate dal vettore quando non si effetua il volo, quindi, tale importo non è liquidabile.
Se, tuttavia non è soddisfatto del servizio ricevuto, Le chiediamo gentilmente di scrivere una email al nostro Ufficio Reclami all’indirizzo ufficioreclami@columbusassicurazioni.it, specificando nell'oggetto "review Trustpilot" e fornendo il numero di polizza o di sinistro.
I colleghi saranno lieti di rivedere il caso e darLe riscontro in merito.
Rimaniamo in attesa di una Sua gentile email.
Cordialmente,
Il Suo Team di Columbus Assicurazioni
quick respond to enquiry... very reliable company to deal with
quick respond to my enquiry via email (less then 2 min)
excellent customer service
4 stycznia 2023
Opinia niezależna
Forget the free lounge
Without mentioning the delay in handling claims, and complaints, good luck with those…
Also the free lounge is just to lure you to buy their insurance products. The entry ticket will take over an hour to be sent following the delay announcement making it completely pointless in most of cases. This is based on 2 episodes, in different countries.
26 grudnia 2022
Opinia niezależna
Absolutely shocking
Absolutely shocking! No reply from email or can’t get
Through on the phone!!
WOULD NOT RECOMMEND AT ALL
20 grudnia 2022
Me and my partner went on holiday and…
Me and my partner went on holiday and took out an insurance with Columbus and unfortunately we got stuck in Greece 3 months ago as our flight was delayed then cancelled and they couldn’t give us a return flight for 3 days! When I spoke to someone from Columbus on the day they were so helpful told me I would be covered and reassured me but since then, I haven’t received an email from them since October despite me emailing pretty much every single week with all the information I have and they’ve asked for. They have caused so much stress and pretty much lied to me, I won’t EVER be using this company again
10 września 2022
Opinia niezależna
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