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Review of Citybond Travel Insurance

Submitted by Sharon Proietti
Review Added: 20/6/2009 - Visitor Rating: 3.58 3.58 (12 votes)

Review Categories:
Travel Insurance

Customer Review Comments:

A relative aged 71 years fell off a damaged curb in Canada and broke her femur. She had to be admitted to hospital and underwent surgery.

Citybond representatives did absolutely nothing to assist this senior citizen couple. The focus of their interaction with this couple has been solely to look for ways to not pay out a penny.

Be warned, they will not make a decision about coverage until they get authorizations signed by the injured party to allow them to go through all of your GP's medical documents to look for anything that you did not declare, it does not have to be anything relevant to what you are claiming.

If they don't find anything they will use a minor thing and make it bigger than what it is to deny the claim. They will use terminology that is unfamiliar to a regular person.

Service is non existent!

When you are able to prove that they made an error in denying the claim, they have 4 weeks to act upon this "new" information. While they are sitting on your claim you will have to pay for all the expenses yourself. This particular claim requires a 1 minute phone call to the broker, their agent, who has confirmed that this couple declared what Citybond is saying they didn't and this would be solved. Instead of stepping up and admitting they made an error that continues to cause a lot of stress to this family, they went home for the weekend and left them hanging. We begged them to make that call before the end of the day as this family is in turmoil, their response was to advise that they have 4 weeks to review it!

If your claim is approved they have to continue to provide insurance to the person who is stranded in the foreign country due to injury, but.... if they deny the claim they don't!. This couple is presently in Canada with no coverage and her husband has a disclosed heart condition putting him at risk. This has been a nightmare. You can go off thinking your covered because you have a 10 million pound policy when in fact your not. It is to their benefit to deny a claim and let it go through the slow appeal process as it will cost them less in the long run.

We hope no one else goes through what we have been through with this company. It is disgusting.

Good Points: Nice people when taking your money for the policy
Bad Points: Absolutely no service in an Emergency situation
Customer Service Rating: 0/5
Value for Money Rating: 0/5
Overall Rating: 0/5
Made a Claim? Yes
Recommended? No

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Just an update, it's now almost 2 years later and we are still waiting for a decision from the Ombudsman. The Ombudsmans office did recommend to the insurer to pay the claim but Citybond still did not pay. Final decision from the ombudsman still pending. This decision will be binding on the insurer.
Comment by Sharon Proietti
Date: 6/4/2011

Thanks for writing this review. I was going to take the Citybond Young Traveller insurance (for 18 months) but have found a few reviews on different sites lambasting the company for terrible customer care and refusal to pay out.
Comment by Donald
Date: 30/12/2009

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The comments in this travel insurance review are the opinion of Sharon Proietti and do not represent a positive or negative judgement by UK Insurance Index of the travel insurance company or policy reviewed. Whilst all comments are checked for compliance with our submission rules and guidelines we are unable to confirm any of the customer experiences documented. Please bear in mind that any negative reviews may be outnumbered by many more satisfied customers.
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