Client reply on 19th May 2014
Hi Mark & Paul Whitelock (sorry I don't know the other names we dealt through),
Just wanted to say thank you to you all for getting our claim sorted out in the end.
You must get some complaints (and I complained about zero communications; letter dated May 9th excepted) however I am now taking this opportunity to say thank you on behalf of both myself and my wife Susan.
I shall endeavour not to beak my right wrist again, or for that matter anything else!
Thanks and regards,
Go Walkabout Response 12th May 2014
Thank you for your recent feedback. We are sorry to hear that on this occasion the usual standards of communication from our underwriter's claims team have not been met. Normally on receipt of a completed claim form the claims team respond immediately to the client and provide the client with a unique claims reference number in a timely manner. It is disappointing to learn that on this occasion this hasn't happened.
Generally, claims are processed efficiently but from time to time additional information can be requested by the claims team which can extend the time to process a claim. We understand that your claim was submitted less than a month ago so we would hope that your claim situation will soon be resolved to your satisfaction.
We have raised the issue of a lack of communication with our underwriters who are investigating the reason why inadequate communication has occurred.
Despite the issues you raised we are happy that you have taken out another policy with us for your forthcoming trip and thank you for your constructive comments
