LeisureGuard - www.leisureguardtravelinsurance.com

We've used Leisure Guard (underwritten by AXA Insurance) for many years (albeit without making a claim). All has been fine until this year when we actually had to cancel a mini break due to a cancer diagnosis in my family (one of the insured on the trip). It took AXA a staggering 52 days to settle the nominal claim amount for this cancelled trip, despite repeat contact from us. Not only were we were misinformed by AXA on the claim during the process, the company, despite receiving full NHS hospital admission details for the cancer treatment, insisted on a doctor's certificate in addition (at a cost of £30 and considerable inconvenience), which (even worse) is an unacceptable use of NHS resources. AXA please try to take a leaf out of NFU's book - you could learn a lot.

No complaints about the promptness with which they make payouts which is outstanding but their admin is terrible beyond belief. You need to be an EXTREMELY patient customer to insure with them and then stay with them.

I’ve used Leisure Guard annual car hire excess waiver insurance for 2 or 3 years without a claim, but I was recently stung by the usual Spanish car hire scam of charging you several hundred euros for a tiny pre-existing scratch which you hadn’t spotted at pickup, despite a diligent walk round. Leisure Guard were prompt with their paperwork and emails and refunded me the excess charge in full with no quibbles.

Avoid this company. My experience was that they are nigh on impossible to contact both from abroad and in the UK. I emailed them repeatedly to check the details of my cover and when it expired, but received no reply. Then they renewed my insurance by helping themselves to my bank account and refused to refund the money when I eventually managed find a way of contacting them that worked. Apparently this unauthorised renewal is written into their small print somewhere and you have to contact them to prevent it happening which is presumably why they are so difficult to contact. These people are financial parasites and should be prevented from trading.

Do not use this company, I am stranded in France in a hotel in pain.

The claims company medics have decided I should be returned to the UK so my Injured shoulder can be operated on.

But they can't get a response from Liesureguard the underwriters and say-

"We're hoping to get a response from them tomorrow "

They may appear to be value for money but if this is what it's like to make a claim.......

What a joke!

Despite putting all of your personal details (including your date of birth) and receiving a quote based on this there is a hidden clause in the policy that triples the Excess on the policy.

I would not recommend and would avoid at all costs.

When making a claim the amount of documentation that they are for(in triplicate on occasions) is ridiculous.

When I first took the policy out a few years ago I spoke to the gentleman on the phone who advised the owner had set up the company due to his elderly mother requiring insurance and finding it hard to get appropriate cover. It would seem this empathy has now disappeared for older people!

I would recommend alpha travel insurance as an alternative as they have been brilliant.

The travel insurance product is very competitive. You can use the website or call the number and process over the phone. The price is very competitive especially for over 50 years of age up to 75.

If you have pre -existing medical conditions then can provide a separate competitive quote. Would highly recommend. They are also recommended by Money Savings Expert and Which.