Campbell Irvine Ltd

Use of a 3rd party claims handler has resulted in a very poor service Like other reviewers I bought the policy from CI the company highly recommended by my trekking travel firm I am appalled at their response to other reviewers that they have no responsibility for claims and are just a retailer of the product CI have a responsibility to state clearly that this is the case when buying a policy I too am so very glad that my claim was for a cancellation and not an evacuation in the event of an accident I would only buy a policy from a company that deals with their own claims in future
Apr 1st, 2023

Mar 2nd, 2023

VERY poor claims handling 31 working days for a response then an additional 14 working days after every time they ask for more information. Still waiting for payout from calim submitted in November
Jan 7th, 2023

Aug 20th, 2022

This insurance company was recommended to me by one of the hiking tour operators. The insurance policy seemed to cover all for hiking trip and looked great on the paper but the claim process is a real nightmare and this is what actually matters to the customer. CI appointed CSAL to deal with claims and Ive been waiting since end of Sep 22 for the claim resolution. No one answers the phone and CSAL seems to do everything possible to delay the whole process, ask for more paperwork just to avoid paying any reimbursement. First of all, no online portal to submit a claim and all documents in a safe, easy way; all via email and dont even bother to encrypt the email for data protection purposes as then apparently they could not open the attachments. I submitted all required documents and after waiting almost 3 months for some contact, i got an email in Dec 22 saying they could not read pdf documents i sent earlier and today (Jan 25th) I got another email requesting one more letter from the airlines (which it is impossible for me to get at this stage). They clearly trying to stall the whole process and get customer to give up on their claim. When i rang Campbell Irvine they dont take any responsibility for this poor service from CSAL so why do they use them in the first place. This was "only" flight/trip cancellation related claim, I dont want to imagine how difficult it could be with accident related claim. Very disappointing experience.
Jan 27th, 2023