Reactive Claims Limited Reviews 342

Fell over while abroad and needed treatment on cruise ship and in Lisbon hospital. Claimed on return to UK. AllClear website says that claims are paid usually 5 days after receiving all required documents. So after not hearing after a week I phoned Reactive and was told that the 5 days is misleading and hopefully I will hear something in a week. but a week later I still had not heard anything so phoned again to be told the same thing. The following week tried to phone again but this time was left hanging on and gave up after 45 minutes. Phoned AllClear who said they would escalate it to the Insurers, Zurich. Following week (4 weeks after receiving claim) Reactive told me that they were accepting claim and I received payment a week later.
Overall satisfied but it would have been helpful if I had been informed of the likely timescale. Four weeks is not excessive but I was concerned sincewebsite mentions five days.

Thanking you for your swift response to my application

I have been waiting for my claim to be processed since June (It is now November!). Bought a policy with multitrip - I believe they are not using reactiveclaims any more which is telling. Straightforward case - my daughter broke her leg, couldn't fly - doctors note all signed, receipts all sent in as soon as they asked and NOTHING. I will also be starting legal proceedings.

I am an All_Clear client. All-Clear referred me to Reactive when I had a claim to make. Reactive sent me lots of paperwork which I diligently filled out. They sent all of the forms again after about 2 weeks. I had other supporting documentation but not literally a c.c.receipt which had to be in sterling whereas the paid invoice was in USD. My time is worth more than the claim should have paid, so I won't deal with RC again.

Do not use.
Bought insurance through Multitrip.com. Our curtailment claim was straightforward but receiving payment took months of phone calls. When I emailed with a complaint about repeated inaction, no-one replied. When I phoned and stated I was making a complaint and asked to speak to a manager, none were available. When I asked for an email address so I could put my complaint in writing to a manager instead, I was told it wasn't company policy. I believe the company finally acted when I said I was taking legal action - which I fully intended to pursue.
I do not understand how this company continues to be allowed to practise.

As you can see this company receives mostly one star.

Their insurance is the most expensive I have ever come across, but they nevertheless disallowed my claim. You can get equivalent insurance for far far less.

Stay well clear of the shysters.

All forms sent were filled in carefully and supported by My Doctor's report as requested. I have not received any query on submitting my claim so am now delighted to hear it has been accepted and reimbursement will follow.Thank you for attention and the result with comments of sympathy for my loss.

It was pretty straightforward to submit the claim and evidence on line. My claim was settled in full quickly once the final piece of evidence was submitted. There was also helpful information about how I can claim for the Airport Passenger Duty (not covered by my policy) which I did and received in full from the airline.

To improve to 5 stars my suggestions are:

1. I hadn't heard from the company for a few weeks after my submission and when I called customer services, all I was told was that "I'm sure you'll hear in the next week or so". This was a bit vague and not very reassuring. A realtime response would have been better, such as, "yes, your claim is being processed and I'll find out when you can expect a reply".
2. My claim was for full cancellation of holiday for medical reasons. There was a considerable delay in my claim when I was asked to submit evidence of invoice from my travel agent and evidence of payment in full. For such claims, surely you should ask for this kind of information at the outset. (NB I acknowledge that part of the delay at this stage was as a result of me changing bank accounts and delays in getting copy statements etc from my old bank NatWest!). However, it would have saved much time if this kind of request was included as standard for cancellation claims.

Worst company I have ever dealt with
I actually bought my policy with Multi Trip but "reactive" (LOL) have been shocking in dealing with a straightforward calculation due to illness. They do nothing unless you phone them repeatedly then when they do eventually get round to dealing with your claim months later (in my case 5 months after the trip) they can't read a receipt or calculate the loss. a sham of a company to be avoided at all costs

I am giving 1 star rating because there is no zero rating for this company. Communications when making a claim are almost non-existent, they repeatedly ask for the same information to be sent. We have waited 6 weeks so far and still no outcome. Why any Insurer uses this company to deal with claims is beyond me!

Like everyone else i can't give zero stars unfortunately.
Put claim in on the Sept 2024, was asked for more details which were duly sent. sent follow up emails asking for an update - no response.
Spoke to AllClear for them to escalate as they are the people i bought my insurance from. Lets wait and see what happens. Expectations are low and I probably won't be disapointed.

Wow...I'm amazed reactive claims get a 2 out of 5. Two months now and still no communication or correspondence on my Travel insurance claim. Ive gone back to the source insurance company and pursuing through them. Best avoid in future.

Unfortunately zero stars is not an option. My father died abroad in July and, despite sending all documents on more than one occasion and receiving an email in July stating the claim was covered, my mother has received no settlement and has been given no reason for delays. Appalling service.

DO NOT USE THEM!!! LOOK AT THE POOR REVIEWS, THEY DO NOT PAY OUT AND FIND A WAY TO NOT PAY. MY CLAIM WAS THROUGH ALLCLEAR BUT THIS COMPANY REFUSED TO ACCEPT MY CLAIM FOR COMPENSATION AFTER GIVEN A SAME DAY NOTICE OF A CHANGE IN HOLIDAY DESTINATIONS, I HAD ALREADY DONE THESE PLACES A WEEK EARLIER SO WANTED TO FLY HOME BUT THEY SEEM TO THINK THAT I WAS GIVEN ENOUGH NOTICE TO FLY HOME FROM USA ON THE SAME DAY!!!! TERRIBLE CUSTOMER SERVICE ALSO

DO NOT USE REACTIVE CLAIMS! Absolutely atrocious company. Rude, patronising and will not pay you what you’re owed. They don’t return your emails, calls and are totally unprofessional. I will be spreading my word across social media!!

Very slow processing claims, no communication, request personal information including bank details be sent in plain text Word document.

Shocking customer service - no response to repeated emails requesting update on claim. Have now received a text informing me that there will be no reimbursement.
Wished I had checked reviews before as it would appear I am not alone in my experience. Strongly recommend not choosing this group for holiday insurance!!

AVOID - Atrocious. See other reviews. Had a serious illness and couldn't travel. Took 5 months to settle a very simple small claim and only because I threatened to involve the Ombudsman and Times consumer column. Policy was with Multitrip.com but Reactive are their hidden loss adjuster. Ignored my communications, dragged their feet and tried to avoid paying. Unprofessional.

Don’t use this company, i have and wish i hadn’t. In the process of making a claim and all you get is fob off after fob off. “Oh it’s with the claims team” is all you get told. Coming up 2 months since putting the claim in for refund of medical expenses and curtailment of our holiday due to partners medical issue. This is totally unacceptable, my daughter’s car insurance claim was much quicker than this and for a lot more money. So, save your money, and go elsewhere and save yourself the hassle.

We had to cancel our holiday a week before we were due to go after my son had an BMX accident. Submitted the request online and was emailed the form I needed to complete, which needed to be signed by a Dr. The form is very thorough and captures all information needed.
The claim was submitted on 23/07/24. I called for an update on 21/08/24 and was told I would hear back from the team that day - which I did. They requested some further information, which I provided and was then told the claim was accepted and they would pay the full amount in 7-10 days. I received payment on 27/08/24.