Rightpath Claims Reviews 77

Terrible company . Cancelled my holiday as had a anxiety attack at the airport. I had put down anxiety as a pre existing medical condition . My GP has confirmed to them that it was medically necessary for me to cancel. They have received my cancellation email from easyjet. All other documents they have asked for, they have received . But still asking for impossible evidence as they said in their opinion if you have a medical emergency you would see your GP the same time, I don't see my GP everything I have an anxiety attack but they don't seem to believe me. I first made my claim on the 12th September and still they are trying to find ways to not pay me . Absolutely disgusting company. I never use again

Absolutely and totally unhelpful both online and by phone when I attempted to claim for a cancelled flight ticket. The process is unfit for purpose and a classic example of a overcomplicated process to avoid payout.

Having read all the negative reviews I was worried that my claim for a cancelled holiday due to a broken foot two and a half weeks before we were due to go would either be problematic and/or would be declined due to some term and condition I had missed.

I knew my claim was valid and I felt I had done everything required under the terms and conditions. I uploaded all the relevant information I had via the portal which was very time consuming - it took me well over 2 hours with all the scanning of documents. The portal clearly stated I was then in a queue for assessment which, due to them being very busy, was in about two and a half weeks time.

Although I had uploaded the consultant's letter advising me it wouldn't be safe for me to go on holiday I noticed from the portal and other reviews they also needed a form completing by my GP which I duly obtained, at a cost of £33, and uploaded that. I also added a note stating that I had contacted Holiday Risk the day after my diagnosis to advise I didn't know whether I would be able to go on holiday or not until I had been seen again at the fracture clinic. As it turns out I was advised it wouldn't be safe for me to go.

On the first assessment date I was asked to provide proof of payment which I did, the claim then being queued again. Settlement was confirmed two weeks later and funds were in my account a few days after that. Five weeks from start to finish so I am happy with that. Thank you.

After making an insurance claim in late August we're still waiting on the payout (02/12/2024). The process of making a claim online was initially impossible, the website didn't work on any device except a laptop and submitting evidence was impossible by the lack of a functioning data transfer tool. Second to this RPC seem to be very understaffed. Our initial expected date of settlement was the 28th August, but this data passed without any interaction from the company and despite calling and emailing numerous times, no updates were given.

Once we heard back, we were told to provide the evidence we'd already provided previously. I suspect that this is a delaying tactic used to dissuade people from making claims. Now they want the address of the hospital before they can proceed, even though it's within the heading information of the reports provided months ago. The ongoing nightmare continues.

My advice...don't use RPC and avoid insurance provided by them. They're utterly useless and genuinely don't care about making a very stressful situation better.

I booked travel insurance through Holiday Risk company.
Unfortunately whilst on holiday in Turkey I fell over injuring my face and breaking four front teeth.
When making the claim we were passed to Rightpath Claims for assessment. On reading the reviews we were concerned as to how this would go.
I have to say we were very pleasantly surprised. Although we were initially given a completion date of 5-7 working days it did actually take 5 weeks for the compensation to arrive in our bank.
Apart from the timing we found it to be a very easy process from start to finish.

Learned a very important lesson this year. Before you commit to buying travel insurance try to find out who actually underwrites their policies, then check them out on here before you proceed. We checked on several comparison sites and decided to opt for Direct Travel, as being one of the cheapest. What a big mistake that was. I was obliged to cancel a holiday due to an arm injury that left me unable to drive the required hire car. Fortunately TUI immediately refunded us 50% of the total holiday cost, no questions asked, but we were then obliged to try and claim the remainder from the travel insurance. I submitted my claim to Direct Travel and was told it had been passed to Rightpath. This outfit told me not to bother contacting them for a month after I submitted the claim, and gave me a provisional conclusion date of 24th August. Fortunately I decided to check on the progress of the claim just after that date, to discover that they required me to submit a medical certificate, which was not requested at the time of the claim. Fair enough, but if that was vital why was it not requested at the time they asked for other information with regard to the total holiday cost and the amount refunded by TUI? The certificate was sent to them as soon as it was available The claim was submitted in July and we are now 27 working days into a claim which they say they normally settle in between 5 to 7 working days. Don't expect this company to keep you updated with your claim, as that's your responsibility the way their website works. Absolutely shocking way to deal with people. Of course we aren't their customers, so they couldn't care less.

I would rate lower however initially when purchasing the policy and before going on my holiday, Direct travel customer agents/service was helpful. However whilst on holiday I had a small accident/injury where I had to seek medical attention and paid. Once back from my holiday in the first week of August, I submitted a claim via the right path online portal. That wasn’t the easiest and long story short, til this day I am still awaiting a response and some of the monies back for my claim. I emailed twice with no response then called two weeks ago after it went past the estimated date by 7 day (working days may I add) that also changed which thankfully I had taken a photo of the dates changing and told it was in queue to be reviewed. It’s been 6 weeks and nothing! I took the policy due to my health conditions to be covered as well for my child on their first holiday but I am just so grateful it wasn’t a case of a more serious matter that required help or a claim as waiting this long is ridiculous. If I had known that it goes through another company to be processed , I would not have taken the policy with them and for that reason , won’t again. I did spend £100 for my holiday policy too.

I agree with all the negative reviews on here.
I have been waiting over a month (was initialy told 5-7 days, not working days!) This kept changing time and time again. Then they tried saying it was my error for not supplying the correct evidence, costs etc (but only telling me this when I contacted them, they didn't ever get in contact which it clearly states on their claim site that they would do so if required). I supplied all receipts etc twice via their portal and emailed them. Every time I phone I am fobbed off with the same excuses, that they're very busy and it will be next Wednesay at the latest, or this Friday at the latest, but to no avail.
My flight was cancelled. We were then flown to a completely different airport over 24 hours later. With 2 young children. I am out of pocket and now on to week 5 of nothing! What's the point in holiday insurance?
Really poor customer service.

I have had an absolutely dreadful experience with this company. I bought insurance under the name Insure and Escape and when I had to make a claim after my return flight was cancelled it transpired that it was Rightpath that I had to claim from (Insure and Escape must be the booking arm of the company and have very good reviews on here - had I known that Rightpath would be dealing with the claim, who have terrible reviews, I would have thought twice before taking out the insurance).

When making a claim I had numerous issues with the website being inflexible and not allowing me to lodge all my expenses. When I tried a second time, the website simply didn't work. I therefore sent everything by email with all the details and receipts attached.

I did not receive an acknowledgement of this email (not even an autoreply) so rang a few days later to check it had been received. It had and I was told that I would need to wait 10-14 days for a response.
After 15 days I called, only to find out that it was actually 10-14 working days, which was definitely not what I had been told on the initial call.

After 15 working days, I still hadn't heard anything so chased it up. The claim was looked at the next day and I was asked to submit more information, which I did immediately. I explained to the insurance company that I was under significant financial pressure due to having to pay lots of expenses including buying a new flight, and that I really needed the claim to be looked at urgently. They reassured me that they would pass on the documents to an assessor straight away.

I chased this up again after a few days and was told that they would try to escalate it.

After 14 days had elapsed, I had still heard nothing so I called them again. Again, I was told that an assessor would be messaged immediately to look at the claim. I heard nothing.

After 24 days (a further 16 working days), I had still heard nothing to called to say that if I didn't hear anything within one working day I would be making a formal complaint.

The next morning, I received an email stating that my holiday had merely been delayed, not cancelled (the flight had in fact been cancelled and my return home at all was contingent on me buying another flight as the original airline refused to help me!). I was therefore told that I was only eligible for a £100 payment, leaving me over £400 out of pocket.
I have had to make a few insurance claims of various sorts over the course of my life and this is by far and away the worst experience I have ever had. It truly is in a league of it's own. I will be making a formal complaint to the company and if they do not resolve this satisfactorily I will be escalating this to the ombudsman.

I cannot emphasise enough that I would never use this company again and I would suggest that you think very carefully before buying insurance through them.

Had a claim in january declined. Took it to ombudsman who found in my favour and they havent responded to ombudsman and when i ask the progress i get told a claims handler will have to look at this and will do so within the week. this is the 3rd time i have been told this and its been over a month and no one has looked at it. Shameful company

Wish I had came here before taking out a policy. I made a travel insurance claim a month ago and have uploaded everything they need. Can not get any reply either on the portal, email or phone. The phone number rings until it cuts out and my claim has been saying "in a queue to be assesed" since the beginning of July. I'm beginning to wonder if they are an actual company or just a scam.

I took out travel insurance with Direct Travel in March. My daughter died from cardiac arrest at the end of May and we cancelled a planned holiday in order to plan and attend her funeral on 7th June.
Right path Claims are dealing with my claim but I have had to phone regularly to find out progress and each time they then ask for another piece of information to be sent to them instead of informing me what is needed.
It is now 7 weeks since our initial claim and after another two phone calls to Rightpath Claims I am reliably informed the accounts dept have had 'issues' but my claim would be transferred yesterday(9th July).
Called again today to be told the same thing but it may now take several days before the money will be transferred.
Does this company not realise how sensitive an issue this is? My daughter died unexpectedly yet they expect us to be the ones chasing up progress and then delay completing our claim without letting us know what is going on.
Be upfront and open!

I booked this policy through Direct Travel so ultimately they are responsible for the unprofessional attitude and poor customer service.
I would advise others to think twice before using Direct Travel and Right Path Claims.
We did finally get our claim settled on 15th July.
I advise anyone making a claim to be prepared to jump through hoops, keep all documentation and make regular phone calls to Rightpath to be updated as they won't!

Absolutely disgusting attitude. Who the hell do you think you are?! The attitude of the phone handlers is VILE! Ive not even got to a stage where I can get any help with my claim. So, so rude and arrogant.. someone need to be sending their staff on some Customer Service training!

AVOID!!!

My claim was opened on beginning of May and after a month emailed me my claim was declined as it is very low amount basically

They give timescales and come nowhere near achieving the target. Awful company who do anything to avoid paying your loss. Might as well not have insurance

Review updated following contact from company: Insured through ‘Insure & Escape’. Had to make claim and this was through, ‘Rightpath Claims’, who are “an independent claim handling company appointed by Insure and Escape to deal with claims on their behalf.” The amount of time and effort, including finding enough evidence, that was put into a small claim which resulted in minimal pay out, was ridiculous. Even asked me what I had done to recover my property even though I had already submitted two police reports! I found the customer service to be curt and not at all supportive or understanding, qualities which I consider a must when dealing with customers who may have been traumatised by the events leading up to a claim.
Do not use insurers who use this company.

I had to cancel my holiday because of illness and after submitting the required medical certificate from my GP, I waited 9 working days before chasing the Insurance company (Insure & Escape) because the Trustpilot reviews had not filled me with confidence and I was concerned that my legitimate claim might be rejected.
I am not sure whether Insure & Escape contacted Rightpath on my behalf but within an hour, I received an email from Rightpath confirming that my claim would be settled in full and a few days later the money arrived in my bank account, so although I would have appreciated a higher level of communication from Rightpath, I didnt have to wait too long to achieve the desired result.

Private medical certificate (GMC CQC accredited) not accepted. I am now wasting my GPs time for a certificate from them (£40). GP has copy of private certificate and cannot understand why Rightpath Claims has not accepted this certificate. I have had to respond to text from GP to asking if Rightpath have responded. After 8 days no. Wasting my time and my GPs time. Also £95 excess applies to each member of party, not clearly stated. This company is handling claim for policy held with Insure and Escape (via Quidco). Avoid both companies.

I had an accident on holiday and had to have medical treatment, pay for a Doctor's appointment, tetanus jab and some medicine. When I returned from holiday I made a small claim (less than £200). The amount of work I have had to complete to even process the claim has been surprising, this is the first time I have ever claimed on travel insurance. After completing a form, sending all the required receipts online, I was contacted and asked for more information, which was covered in the receipts I had already filed. I had to download bank statements. I heard nothing for two weeks, then had one email asking for me to complete a new form. This final form asks about my credit card, bank account and other information to determine whether the claim could be covered by my credit card or alternative insurance. I still don't know whether my claim will be paid, over three weeks since I returned. The claim is handled by rightpath. It might be that this is standard practice for an insurance claim but I think the customer service is appalling.

Dealt with our travel insurance cancellation claim with efficiency and compassion at a sad time for me and my wife.
The true mark of an insurance company is when you need to claim and rightpath are a 5 star company in my opinion.