Boots Travel Insurance

Impressed that they wrote to me 30th March - but not so happy that it was to point out that I was NOT covered for the COVID Crisis.

I purchased long trip insurance with Boots back in December, to cover us until May. Mid way through the trip, Coronavirus took hold. After the FCO advised essential travel only, I emailed Boots to clairfy our position. We were told that we were no longer insured and not covered if we chose to return home due to the pandemic. The rug was well and truly pulled beneath our feet. I've since asked for compensation to cover the unused period of the policy, only to be told that it's not something they provide. I paid for a service until May, Boots retracted that service early, so surely we're due compensation of sorts? All of their correspondence has been unsympathetic and dissmissive - don't we pay insurers to provide us with support and peace of mind in times of need? Don't expect that with Boots.

I Purchased this Boots Travel Insurance policy on 7th March 2020 as I had bought a policy before for a previous trip. I have always booked holiday insurance for all my trips as recommended and although I have never had cause to make a claim thought it was the right thing to do. I know people who regularly travel without insurance cover and always thought this was irresponsible. I received a follow up communication on 31st March 2020 informing me that the policy didn’t cover cancellations due to Covid 19. We have had to cancel our holiday because of Covid 19. Most travel insurance policies are not fit for purpose so please go through the terms and conditions with a fine tooth comb. Don’t waste your money. I will never use Boots Travel Insurance products again.

Wouldn't allow me to move the dates due to Covid even though they said they would in an 18 month period. This 18 month period is from when you book your holiday insurance not from your holiday booking. This is not made clear. In other words you are penalised for sorting your insurance early. I then received an email to say I could move it as it was only a few days out but when I called, they wanted to charge me £55 for doing so.

Took out yearly policy at the start of 2020. Their customer service team assured me that we would be covered in case the COVID-19 situation worsened. Got an email in march to say they would no longer cover pandemics.

They changed their terms and conditions to suit themselves.

Would never use them again or could never recommend.

I have been refused payment of my claim for a cancelled once in a lifetime trip to India in March this year, despite having taken the policy out last year. The handling agent (at a seperate company in Kent by the way, clearly not Boots ) claims that coronavirus related claims are not valid and to check my policy.
I did just that and there is no such reference nor obvious grounds to reject my claim. I have written and reached out to Sebastian James, Boots Chief Executive and my recorded delivery letter was signed for on 6th April and over a month later I have received neither a response nor acknowledgement. Is this really any more the great trusted British institution Boots?!
I can only warn people that you risk this kind of treatment if you choose Boots for your travel insurance.

Purchased single trip travel insurance at start of January, trip not until July/August.
Boots Travel Insurance have already been in touch to say 'don't ask us, you're not covered for this'.
Appalling - do not purchase!
All the auto replies below refer to change of FCO advice not being explicitly stated in the policy but honestly, is that reasonable when you are selling a platinum policy? Isn't this sort of scenario (which amounts to a ban on travel now the advice is indefinite?!) exactly the sort of thing people would expect to be covered? Note, it is also not an exclusion so not as clear cut as they indicate.
Massive brand cost as will be boycotting for all products now - hugely disappointing attitude from such a company. Given how much other sectors are contributing to the current effort to get through the crisis, it is sad that Boots and the insurance sector are not on message.

I emailed Boots to cancel my travel insurance within the 14 day cooling off period. The email has not been acknowledged and my money has not been refunded. However I still received an email to review their product. Poor service.

Was told I had 28 days to cancel so after 20 days I followed the links on the Boots insurance website how to cancel only to be replied to on the 29th day saying I had to ring up??
Would have done that in the first place, so now it's too late to cancel
so have stolen my money

I am a nurse on a covid 19 ward. I think it is a disgrace that I bought this policy in good faith thinking I was covered by your policy. I bought this policy because Boots is a nmae that can be trusted.
Following a heavy night shift, I received an e-mail to say this policy is void and to contact my travel operator. This meant extra pressure to sort out refunds ect.
I have had to put your request to one side as I do not have the time to sort this out. As a result, I will never buy a travel insurance policy with your company again.

Recently booked a package holiday for May, obviously it doesn’t look like we’ll be going now although it’s not been confirmed as yet, Boots have already been in touch to say ‘nowt to do with them contact your holiday company’

Last year I took out Boots Insurance Policy for a single trip, but unfortunately had to cancel due to a one-off illness. I claimed and was given a payment. Very pleased with the response.
Only one criticism. The address on the website for sending all the documents was incorrect. Fortunately I had sent my registered mail with a return address on the back of the package. Boots apologised for the error and this was sorted.
I have since taken out an annual travel insurance with Boots, as I have every confidence in them.

So now that I have had the standard reply from 'Hallie' I will take the opportunity to rebut the key assertion made in their reply, as follows:

"I can confirm our policies do not cover for cancellation under FCO changes which you will find outlined in Policy A, Section 1 of your policy wordings."

Leaving aside that Policy A, Section 1 is a fiction (it does not exist in the Master single & multi-trip Platinum policy wording), the FCO are only mentioned three times in the wording, none of which state that the cover is invalid if the FCO changes its advice on travel to any destination.

Here is what the policy wording ACTUALLY says (pages 4,11 and 34 respectively):

"This insurance will only be valid if, at the time your bought the policy, everyone named of the insurance schedule... Are not travelling to an area that is classified as 'Advise against all travel' or 'Advise against all but essential travel' by the Foreign and Commonwealth Office at the time of your departure."

"We cannot cover you if... You are travelling against the advice or recommendations published by the Foreign and Commonwealth Office applicable at the time of your departure."

"Check out the FCO website..."

So, the insurance is only valid IF at the point of purchase the FCO have not advised against all but essential travel. But what Boots are now trying to claim is that if that advice changes, the cancellation cover is also no longer valid. At best, this is mis-selling and at worst, downright thievery.

As I mention in my first post, this industry has a massive shock coming when the full analysis of the behaviour of corporations during this crisis is done. Utterly shameful.

ORIGINAL POST STARTS HERE:

Where do I begin? In the past few days Boots have sent me a message stating that I will not be covered for any cancellation of my holiday due to "any changes in FCO advice concerning travel overseas". Unbelievable. Just a few weeks ago, this insurer, along with all others, would not consider accepting any claim of this kind UNLESS the FCO had explicitly advised against travel to the holiday destination (as clearly stated in the policy documentation). The very definition of breach of contract, I would think, but clearly a blatantly cynical, and perhaps coordinated, decision declared in the confidence that the current confusion will ensure this is lost in the noise of everything that is going on. I have absolutely zero confidence not only in this insurer, but all providers who are taking a similar stance, in paying out of claims of any kind at this time. Talk about money for nothing! I notice that the FAQs section of the Boots website states that should any claim be made relating to cancellation, then the claimant will be asked to provide evidence that they took out the policy without any knowledge or expectation of making a claim relating to Covid-19. Seriously? You have to possess powers of clairvoyance now before taking out a policy, for insurance AGAINST UNEXPECTED EVENTS AND THE RELATED CONSEQUENCES?! Forgive me, but I was under the impression that was what insurance was for... rest assured Boots, I will never consider using you again. The contempt shown to your customers at this time is deplorable. Organisations such as yours will be judged on their response to this crisis in the coming years, and I strongly suspect that you and the other charlatans who are adopting this stance will very quickly go out of business. Try listening to your conscience once in a while Boots, you will become better Human beings as a result.

As I have a pre existing medical condition I have taken out three different holiday insurance policies with Boots for holidays during 2020, as they would not cover me on a multi trip policy.

The second of those policies was for a trip to the USA for a family members wedding in April. When I contacted boots to launch a claim due to the travel ban on visitors from the UK traveling to the USA as a result of the ongoing Coronavirus epidemic, I was simply told I couldn't make a claim as epidemics were not covered by my insurance policy despite my having taken out a silver level policy for this trip.

Purchased this before COVID-19 outbreak for holiday in June. Will have to wait to see whether any of the cover is needed!!

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