Columbus Insurance - No longer cover Volcanic As Cloud for outward journeys

[Portugal1000]

I promise this will be my last post about Columbus and Ash Clouds.

Spoke to them this morning. I only noticed this weekend that my schedule does not cover ash cloud. I bought Emergency Travel Cover but that only kicks in for return journeys.

They said that they stopped covering Ash Cloud completely on 25th May for outward journey. I bought my policy on 27th after speaking to their office! Luckily I took a screen print of their website that showed ash cloud cover would not be valid on new policies for the current ash cloud only. Columbus told me this morning that there was a delay updating their website and therefore I wold be entitled to a full refund!! I thought this was odd as surely they could just make it so that my cover included the ash cloud. However I cannot cancel as the only reason I was checking my policy is that my mum has to have an operation 10 days before we are due to travel so possibility I would have to make a claim. So the whole ash thing pails into insignificence really but thought I should let people know. I still can't find anything on their website that says they don't cover it anymore but maybe I am looking in the wrong place.

Guess its a good lesson for me to double check everything, still can't believe I missed it. Especially angry as I only went with Columbus for the ash cloud cover and strike cover.

 

[catherine]

I've just sent Columbus an e-mail regarding this issue! On their website it states that if you get Emergency cover then they will reimburse up to £4,000 of additional expenses for interrupted travel due to an ash cloud. I can find nowhere that it states that it's only for the return journey. I'll let you know what I hear back from them!

 

[2Tiggies]

I wonder what their reasons are and whether other insurance companies are going to follow in the near future.

Thank you for posting this update. Although I am not insured with Columbus Travel, I also took out additional ash cloud/natural disaster cover when I bought my policy and I think I will be sending them an email to get assurance in writing that they are not going to try pull the same stunt ....

 

[Portugal1000]

I've just sent Columbus an e-mail regarding this issue! On their website it states that if you get Emergency cover then they will reimburse up to £4,000 of additional expenses for interrupted travel due to an ash cloud. I can find nowhere that it states that it's only for the return journey. I'll let you know what I hear back from them!

I have just also sent a very long email stating my query. As I said, they immediately offered a refund so they must know they were in the wrong. I have looked through the whole website and can find nothing that says they no longer cover volcanic disruption, so at the very least they are misleading people.

I'll let you know the outcome.

 

[alibeau]

I took out an annual policy with Columbus on May 23rd and then I added on the extra 'winter action pack' on June 24th as we have booked a trip to Lapland in December. At the time of taking out the policy in May I paid for 'Emergency travel arrangement cover' as an extra.

On my policy small print it states that I AM covered for volcanic ash clouds but this is not part of the standard policy but covered by the 'Emergency travel arrangements cover'.....

I printed my info out on the 24th of June so not sure if things have changed since then but I certainly consider myself covered as I paid the extra and the printout confirmation states I am covered.....

HTH,

Ali

 

[alibeau]

Hmmmm, just read, re-read and re-read the small print again and I think you might be right in that we are only covered for volcanic ash for the return leg of the trip Better than a poke in the eye I suppose!!!!!

Ali

 

[catherine]

Hmmmm, just read, re-read and re-read the small print again and I think you might be right in that we are only covered for volcanic ash for the return leg of the trip Better than a poke in the eye I suppose!!!!!

Ali

If that is the case then they shouldn't be advertising that it's covered if you take out the emergency cover, as they are currently doing on their website!

 

[alibeau]

Yep I see where you are coming from.

I'll fire an email off to them and see what comes of it....

Ali

 

[catherine]

Just had this reply to my e-mail:

Further to your query, we can confirm that the clause is correct and that we no longer provide any cover for volcanic ash clouds.

The Emergency Travel Arrangements cover will only cover you for ash cloud disruptions for your return journey back to the UK and not your outward journey from the UK.

 

[2Tiggies]

Just had this reply to my e-mail:

Further to your query, we can confirm that the clause is correct and that we no longer provide any cover for volcanic ash clouds.

The Emergency Travel Arrangements cover will only cover you for ash cloud disruptions for your return journey back to the UK and not your outward journey from the UK.

So are those who took out cover prior to this change still covered for both journeys? I don't think they can just cut it if you received confirmation at the time of taking out the insurance it stated that you were fully covered, or omitted to note the exclusions and restrictions on such a claim.

 

[catherine]

So are those who took out cover prior to this change still covered for both journeys? I don't think they can just cut it if you received confirmation at the time of taking out the insurance it stated that you were fully covered, or omitted to note the exclusions and restrictions on such a claim.

I don't know! I took my insurance out on the 25th May, which according to Portugal1000 is when they stopped covering for the outward part of the trip. I have send back a VERY angry e-mail to them because it's still showing on their website that if you take out the emergency cover then you're covered for any ash cloud incidents. It does not say anything about this being only for the return part of the trip. I spent quite a long time looking at various insurance companies and now I wished that I'd spent a bit longer and not booked with Columbus. Anyway I'm going to wait and see what they say in reply to my e-mail!

 

[2Tiggies]

I don't know! I took my insurance out on the 25th May, which according to Portugal1000 is when they stopped covering for the outward part of the trip. I have send back a VERY angry e-mail to them because it's still showing on their website that if you take out the emergency cover then you're covered for any ash cloud incidents. It does not say anything about this being only for the return part of the trip. I spent quite a long time looking at various insurance companies and now I wished that I'd spent a bit longer and not booked with Columbus. Anyway I'm going to wait and see what they say in reply to my e-mail!

If they offer you the option to cancel, are you in a position to take out insurance with another company? I took mine out with Direct Travel and checked on my policy documents when I got in this evening and it states very clearly under the add-on for Natural Catastrophe that you are covered both ways. There is a reduction in payout in certain circumstances, for example if this is a 'known event' at the time of taking out the cover.

 

[catherine]

If they offer you the option to cancel, are you in a position to take out insurance with another company? I took mine out with Direct Travel and checked on my policy documents when I got in this evening and it states very clearly under the add-on for Natural Catastrophe that you are covered both ways. There is a reduction in payout in certain circumstances, for example if this is a 'known event' at the time of taking out the cover.

Yes, if they offer me the option to cancel, I will and get insurance from some other co. I'll have a look at Direct Travel. Thanks for letting me know about that!

 

[2Tiggies]

Yes, if they offer me the option to cancel, I will and get insurance from some other co. I'll have a look at Direct Travel. Thanks for letting me know about that!

It is an optional extra for £20 per person, but on a multi thousand ££ trip, I never skimp on insurance. I hope you get a favourable response

 

[alibeau]

I received a reply today:

Thank you for your email.

Further to your request,we can confirm that if you have purchased your policy after the 21st May 2011 you are not covered for any claims arising as a result of travel disruptions, cancellations or delays due to the volcanic ash clouds or volcanic eruptions, regardless of whether airspace or airports have been closed or not.

Furthermore,we can confirm that you have purchased the additional Emergency Travel Arrangement Cover on your policy.

The Emergency Travel Arrangements cover will only cover you for ash cloud disruptions for your return journey back to the UK and not your outward journey from the UK,provided that you never knew about the ash cloud disruptions at the time of booking your insurance or flights(whichever is later).

Hope this is of assistance.



They can't seem to decide on exactly what date they stopped covering volcanic ash as my email states the 21st (two days before I purchased) but the OP stated the 25th in which case I would be covered

Given the OP's screen print, do you think I should press for a refund and take out cover elsewhere?

Ali

 

[2Tiggies]

Given the OP's screen print, do you think I should press for a refund and take out cover elsewhere?

Personal opinion obviously, but absolutely yes. If there is one thing that really grates me, it is inconsistency and poor communication. It makes you wonder how your claim would be handled in the event that you have to make one.

 

[Portugal1000]

I received a reply today:

Thank you for your email.

Further to your request,we can confirm that if you have purchased your policy after the 21st May 2011 you are not covered for any claims arising as a result of travel disruptions, cancellations or delays due to the volcanic ash clouds or volcanic eruptions, regardless of whether airspace or airports have been closed or not.

Furthermore,we can confirm that you have purchased the additional Emergency Travel Arrangement Cover on your policy.

The Emergency Travel Arrangements cover will only cover you for ash cloud disruptions for your return journey back to the UK and not your outward journey from the UK,provided that you never knew about the ash cloud disruptions at the time of booking your insurance or flights(whichever is later).

Hope this is of assistance.



They can't seem to decide on exactly what date they stopped covering volcanic ash as my email states the 21st (two days before I purchased) but the OP stated the 25th in which case I would be covered

Given the OP's screen print, do you think I should press for a refund and take out cover elsewhere?

Ali

I spoke on the phone yesterday and they told me 25th. They also said that there was a delay in updating their website and that is why they were offering me a refund. However, when I looked on their website yesterday I could see no mention of ash cloud cover being withdrawn. They told me the outward journey was covered under severe weather originally. Even yesterday, it still shows message from 24th May saying you are not covered for "this particular event" which would lead you to believe that future events are covered. So at the very least I think they need to state clearly on their website that they no longer cover ash cloud for outward journeys.

What does it say on the schedule of your policy? This is where it states on mine that I am not covered. I am pretty angry with myself for not spotting this as if I did I would have just cancelled there and then. However, as I now have a potential claim, there is absolutely nothing I can do.

Sure everything will be ok as they seem to have the whole ash cloud thing under control. Its just the principle really as I think we have been mislead.
I haven't had a response to my email yet. They asked me to put my whole complaint in writing which I did yesterday.

 

[catherine]

Today I got a reply to my second e-mail stating that it had been handed over to their complaints dept. They said that I will receive a reply within five days, so I'll let you know what they have to say!

I agree that it's the principle and the thing that irks me is it's still showing on their wesite!!