Customer Service In Ireland > Ace travel insurance (OSG)

Ace travel insurance (OSG)

Posted: Damien Mulley on Jun 15 | Air Travel

I was another unfortuate backpacker that got robbed in South America but I took some solace in the fact that I had purchased insurance before I left. Claiming however was a whole new nightmare!

I got a police report literally minutes after I was robbed and I called Ace travel insurance to find out how to proceed. They told me to download and print an online claim form and they gave me an address of where to send it in Scotland. So I DHL’d the stuff to Scotland and they delivered the stuff in 6 working days, I took a note of the proof of delivery. A couple of days later I called Ace and they gave me a UK number to call. I spent 18 minutes holding (calls aren’t cheap from South America so thank god for skype), I was then told that they hadn’t received my documentation. I tried to explain to the lady that the stuff was delivered by DHL and I offered to send her the copy of the proof of delivery, she offered to call me back but that wasn’t going to work because my phone was also stolen and I didn’t have a skype number she could call me back on, she scampered off again and about 10 minutes later she came back to say that they couldn’t find the docs and suggested I call back in a couple of days to see if they would turned up. Two days later I spoke to the same lady and she told me that the docs had turned up but they had sent them onto the claim handler for Ace europe who is OSG in Dublin. So 2 days later I got onto OSG to see if the docs had appeared and they hadn’t. 5 days later and 3 calls later the docs turned up.

2 weeks later I still hadn’t heard anything about a settlement so I called them yet again, but I couldn’t get my claim handler and the person who answered the phone seemed completely unwilling to give me any help at all, I asked her to pass a message onto my claim handler and to email me back. A few more days passed by and I still hadn’t heard anything by email, I called again and spoke to my claim handler who said the claim was settled but she seemed pretty unwilling to tell me how much the cheque was for. A couple of days later the cheque arrived at home and it was for a tiny amount (about 10% of the value of the stuff stolen). I called again on several occasions but my claim handler wasn’t available, I asked to speak to a supervisor and I was told none was available. I emailed my claim handler a few more times and a few days later eventually got a response which felt like “haha, you should have read your terms and conditions, this is all we’re giving you”

An atrocious customer service experience. Read all 25 pages of the T&C’s!!!!!! Or better still, stay away from Ace!

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