Insurance company dragging feet over theatre tickets

[monroeagogo]

I had a number of Christmas shows booked, including Panto, for eight family members.

Two people had covid so couldn't attend any of the performances. Luckily I took out insurance when purchasing the tickets even though when I booked it was before Omicron.

Insurance company is taking forever, asking for either the same or new information then not replying for weeks.

AIBU to escalate to a complaint or is it too early?

I fear the funds will not be forthcoming.

Insurance company was attached as an option when booking the tickets so seemed like a good safety net at the time

My suspicion is they didn't bank on another variant so are now swamped with claims and trying to avoid any payout

Yes, I would escalate. Give them a clear deadline first (e.g. to conclude the claim within XX days, otherwise you will have to escalate).

If they do not meet it, ask for their complaints procedure and put in a complaint.

Then if no luck via that, escalate to the financial ombudsman service.

Send another e mail explaining they now have everything they need and provide your bank details and finish the e mail with ' I look forward to receiving the funds in my account within 14 days '. When the 14 days are up threaten the ombudsman. It should be a really straight forward claim and they might just have a massive backlog.

Thanks. That's good advice.

It's a pretty straightforward claim but they seem in utter chaos.

Which insurer is it ?

Ticketplan Group

I think they must be regretting the offer now, which was £3 per ticket for insurance