Redsands Reviews 8

Agents are giving customers false information, they blatantly lie about the guarantees underwritten by this abysmal company , worst customer service ever

This company sell pet insurance in the UK under the name Animal Friends. Both just deny any liability for claims, even though my cat diagnosed with cancer.

Would give no stars if possible. My elderly parents took a Gold standard policy with GOODTOGOINSURANCE totally unaware that Red Sands was the underwriter. Unfortunately had to cancel our holiday due to my illness. My insurance company paid out no questions asked. Goodtogoinsurance immediately take zero responsibility and punted my parents on to the underwriter. My parents are 88 and the company knew this when they took their money. Then came the delaying tactics, asking for proof of payment, passport photos, requesting the same paperwork constantly. They then declined to pay. I escalated it to a complaint but they have declined that too. They nit pick every
interpretation of everything in their favour. Disgusting treatment of 2 elderly people who were simply looking forward to their holiday. Do not go near this company and am unsure how they are still allow to trade!

Awful company steer well clear, they don't pay out even if you're admitted to hospital and don't bother with ombudsman because they just cosy up to these big companies. Total con. Be warned

Will avoid settling a claim for any spurious reason they can think up and ask for more and more information on a drawn out piecemeal basis. My claim was based on an illness too severe to travel and backed up by a Doctor's certificate stating I was definitely too ill to travel and was admitted to A&E three days after i was due to travel. Had I attempted to travel against the orders of the doctor (not that was possible) that would have invalidated the insurance as well. Catch 22! Also supplied was confirmation of non travel from the holiday booking company AND the Airline that travel was not undertaken. The Air Passenger duty was refunded to me by the latter (as Red Sands did not cover this) which in itself proves travel was not undertaken.Those above three confirmations in themselves offering sufficient proof, were in addition to invoices for all the individual components of the trip together with proof of those payments as requested, unused boarding passes, copies of passports (why?), and, inexplicably, asking for the specific type of current bank account I held (again why?). This process has been drawn out over 16 weeks where it was supposed to be eight weeks. Everything written in this damning review is true and documented.
Excuse my cynicism but having had the temerity to make a complaint about the pretty useless and unprofessional service (which complaint was supposedly dealt with internally by the same claims handler who made the decision to refuse the claim), I suppose it was inevitable the claim would be denied! Obviously an intervention by the Ombudsman is my next step.
In short beware, avoid Red Sands Insurance Co. Ltd. like the plague. Which ever company you use for insurance make sure that their claims handlers are NOT Red Sands.
C A Fagence 9th September 2024

We took out travel insurance and unfortunately had to cancel the trip due to a family illness. 6 months on and the company is still delaying the claims process. I would advise using a more reputable company.

I took out an Insurance policy with Goodtogo Insurance because they accept pre existing conditions.I did not know they are actually Red Sand’s, the underwriters. I also took extra cover for Covid. Unfortunately, halfway into my trip I contracted Covid and tried to claim as I had to return to the U.K. as there were no available flights to Korea once I tested negative. I was turned down for a claim as “I didn’t ring the emergency helpline or see a doctor”. I knew I was positive from an LFT test so seeing a doctor could have infected others. I was also too sick. I self isolated. Thought I was doing the right thing by self isolating Evidently not. I’m down close to £1000 . Why get insurance if they won’t pay ou? Red Sands refuses to pay out anything.
They are crap. Stay away and if you do use them, read all small print as they won’t reimburse .I am disabled and that’s a lot of money to lose when I was supposedly insured.AVOID AT ALL COSTS

Tried to make a claim for Smart Repair Insurance, but after submitting details I have been ignored on multiple occasions. Their customer service is simply non-existent.