Protect Claims Reviews 88

MBE mailbox I was using to pack and post my item unfortunately item broke, I paid extra for insurance, and they use Protect Claim, i gave all the information they needed, all photos, the item was broken , all photos enclosed, still 8 weeks later no refund. I think perhaps one should be aware of who the company uses to settle claims.

was worried about reviews. Atol put me on to them. I was gave a 28 day timeline. refund was in my account within two weeks.

Having read previous reviews I was a bit worried when I heard our claim had been passed to Protect Claims but they've been brilliant through the whole process. They had to ask for documents a couple of times but it has been less than a week since they had everything and started reviewing our claim and we have already had our refund.

Thomas Cook went bust October 2019 - we paid over £800 for a deposit for a holiday, provided EVERYTHING to the ABTA claims who we received a notification they're dealing with our claim, however since chasing numerous times advised our claim is not with Protect Claims, we have heard nothing from this company, they do not answer the phone, we e mail them every second day for an update and heard nothing, they have STOLEN our money which we are due back from Thomas Cook, terrible customer service, how you are allowed to still operate?! Is anyone else still waiting for their refund from over 1.5 years ago now?! how is this even allowed to happen?

Where do i start! This company are a disgrace. I transferred my holiday from 2019 to 2020 because i found out i was pregnant and the money i had already paid Thomas Cook was transferred to the new booking, which is reflected in the new bookings monthly direct debits being reduced. With me being on maternity my partner took over the payments for the new holiday with a new direct debit mandate in place when the refund process happened with the CAA he got back what he paid but I'm still owed the £855.69 i paid. When i tried to open another case it wouldn't let me and when i tried adding in the first holiday booking number it wasn't recognised as this was closed.

I've emailed the CAA and they redirect me to Claims Protect who ignore every email and never answer the phone. I've contacted ATOL and the emails are ignored. And i have even called the Financial Ombudsman and they cant help. So who can help me get my money back? This is theft.

My travel insurance won't help as they've looked at all my proof and can see i am protected by ATOL and it should be them/claims protect who refund me but i cannot get blood out of a stone. I'm lost as of what to do next other than take legal action and having my home burn down 2 weeks before losing my holiday I am all lawyered out.

Why are companies like this allowed to exist. They ask for information they already have and then you get silence for weeks! The people you are dealing with cannot be contacted by phone and then ignore your emails. Don’t they know it is now easier to communicate the it’s ever been. Customer service has never been this bad!

Has anybody actually had there money back from Thomas cook this shambles of a company are now saying they have paid my money to an account that is clearly not mine I have sent them proof of my bank details has this happened to anybody else ? Spoke to somebody by email today from Caa and even she seems to be having what there saying only way to sort this is to go to court I urge you all to do the same cannot believe there with holding MY MONEY from a supposedly ATOL protected holiday nothing but thieving scum

This company is a joke dealing with these and right path has to be the worst experience ever. If your due a refund prepare for a massive wait and repeated emails asking for the same information over and over and over again. The best was a lady called Kelly who was repeatedly rude to customers on the phone we even had a Facebook group of people sharing there experiences with the girl called Kelly.... shocking service and shocking company

If I could give a 0 I would, I have been waiting 7 mths now for my thomas cook refund, this so called company just keeps sending back emails asking for information that I have now sent 7 times, I feel as I paid via dd this should have been resolved mths ago

I have waited nearly under a month for a refund that I STILL DO NOT HAVE!! I sent them everything they wanted to be told wait 3-5 working days. I wait until the 6th day and have to call caa number as there is no number for me to contact them personally. CAA tell me it can take up to 10 working days so already protect claims gave me false information. I wait until the 11th day and still no money so I email them. They email me back on the 13th day and tell me that even though my bank statement was photocopied and sent to them, I have given them incorrect bank details. Tell me how that’s possible, oh wait, it’s not! So I reconfirm the bank details as I have been asked to, and again I get told I’m accepted and have to wait 5-7 days. I call on the 8th day to CAA as again there’s no number for them. I get told I have to wait 10 days, again protect claims give me false information. I’m on my 10th day, still no money, no email from protect claims, the CAA agents cannot get through to them so I have to email head office of CAA for them to escalate this further. Can somebody tell me who protect claims are, who it’s is run by and if anybody has received a payment from these people who appeared from nowhere.... absolutely disgraceful, unacceptable behaviour from a company, should be ashamed of themselves

A completely shocking company. The CAA should remove them from their role with immediate effect. Don’t waste your time with them, go straight to the CAA with your claim. I spoke direct with the CAA earlier today. They definitely know what’s going on with these jokers.

Been trying to find out when I will be getting my full refund of my Thomas Cook holiday money as per my ATOL protection, Only received a small proportion equating to the deposit we paid for our holiday. So I'm still £6404 out of pocket, Rang several times only to be informed that my claim had eventually been changed from in progress to closed.
I have submitted email requests for an explanation and to also complain, so far no replies.

I am still waiting............

I have been emailing this company twice a week for four weeks - not one response, not even an automated reply.

They have returned the basic cost of the holiday, but the upgrades with Thomas Cook and paid to them have been totally ignored.

Checked the CAA website and it says the upgrades will be included in the refund.

£350 might not seem a lot of money looking at the bigger picture, but we are two OAPs and can't afford to be out of pocket.

I am just about to start a small claims court action to get my money back. I was surprised how cheap this is, and the form is not difficult to fill in.

Really disappointing. Still waiting for Thomas Cook refund after initial claim made 6 months ago on the 8 October. Little to no contact from Protect Claims and they are now our ignoring emails. Looking at legal options as a last resort to resolve the situation finally.

UPDATE: As you can see, Protect Claims send out a standard response asking for you to contact them by email and how this is not their normal level of service.
Sadly, this is nonsense as they do not reply when chased and, as you can see from their current 94% negative rating on this site, this is exactly their normal level of service. Having rung the CAA yet again, we heard that Protect Claims were waiting to receive documents from us - but Protect Claims failed to tell us this. We have now sent these documents in and the sorry saga continues...
UPDATE 2: If you are still waiting for your Thomas Cook refund, I would strongly recommend going through the small claims court. We claimed against the CAA directly and the case was settled in a matter of days after 6 months of getting nowhere and general incompetence. It can be done online and is straight forward. It costs £60, but you will get this back if you win. Hopefully Protect Claims wil cease trading as a result of their disgraceful treatment of the public over this matter.

Would leave no stars if I could even citizens advice can't believe why protect are not paying out my straight forward Thomas Cook claim .. crooks or incompetent not sure but will now be getting the odbudsman and local MP involved

Hello
I am trying to contact protect claims but my email keeps returning as undeliverable. Please can anybody help???

Absolutely furious, we was told direct debit customers would get a refund within 14 days, I'm sure they meant to say 14 months, getting fed up now, after all the calls and emails I keep making, sort your customer service out, absolutely appalling, yes am still raging!!!!

What a terrible service still waiting to be paid out, dose this company think we are all rich waiting months and months for our money back. They don't answer e mails, you ring no one answers get your system sorted out people want there money back,

What a joke?? This company is an utter shambles. I made a claim on the 13th of Oct paid all monies owed by direct debit to the total of 3450 . I have had no communication other than an email asking for confirmation, and direct debit details which I provided straight away. Since the 14 th of January no communication at all .you ring atol who can't tell you anything you go on protect claims portal and it says the information submitted does not match the claim reference. WHAT A COMPLETE JOKE

Terrible company takes a week to answer an email never answer phone this is what they are hoping for so you give up less to pay out keep fighting I am
Funny enough took 2 weeks to answer this review lol