EUROPASSIST REFUSING TO DO DILIGENT CHECKS TO PAY OUT MY TRAVEL INSURANCE. SEEKING REASONS TO NOT PAY MY CLAIM AND BAD BAD BAD CUSTOMER SERVICE.

Ref: Ref: 20-***-T-01 RESPONSIBLE PERSON PAMELA @EUROPASSIST

I took out a comprehensive premium travel insurance policy with Europ assist through the Old Mutual platform in February. STA travel took my money of more than R34500 and they stole it when they liquifated. I then went to my insurance and handed in my claim as per agreement of my policy and policy wording that should the supplier, in this case STA travel go bankrup that I am able to claim for my package costs incurred. Now Europassist is trying firtly to get out of paying me my money as they are now stating that they need to communicate with the hotels if the hotel and the airline (LATAM) would be able to refund me. So they are sending all kinds of strange emails out and think that they will get a reply. Latam is not able to reply as they are also in the red and under business rescue. The hotels are in Brazil and Argentina dso I do not know how those hotels will be able to respond either!! That said the Europassist travel company should STRONGLY be avoided for all travellers not only now in hard times but also AVOID EUROPASSIST in future as they are not paying your claim as they promised and they have staff that seek reasons to not help you as a client. They constantly do not get back to you and when they do it is another week further. They further push you ads a client to further frustration. Can they not use Google? it is clear on the internet that STA travel went bankrupt!! Can they not see that!! Why did they sell me the policy in the first place if they are acting in this way! I am FRUSTRATED! It is easy to take your money for insurance but when push comes to shove they seek and find lenthy reasons not to pay you the client! But be careful they will take your money and wangle their way out of your contract!! DO NOT USE EUROP ASSIST save yourself the effrort and pain of working with this company! They cannot be trusted.

THIS IS WHAT I HAVE SENT PAMELA FROM EUROP ASSIST: 1. My travel agreement was between myself and STA travel and not between me and Latam airlines nor the hotels. 2. As you can see from the communicated emails STA nor their third party suppliers like LATAM nor the Hotels have issued any third party rebates, vouchers and or refunds. You could have seen this as per all the communication emails that I have sent you in the beginning. You were further able to see this from my communications with the bosses and senior staff as well as my complaints on Facebook about the companies refund policy. Thus I do not see why you have any further reason to doubt that any money has been received by myself for any part of this booking or for any supplier of this booking to STA. I thus ask that you read through all my communication as I forwarded this to you and in the documents you can see that STA did not communicate with me nor did they refund nor did any of the hotels or the airline. 3. In accordance to your travel policy wording I am able to make a valid claim if any part in whole or in full of my package cannot be delivered by the service provider, thus STA travel in this case as the contract of sale was between me and STA and clearly not the airline nor the hotels as you state in your email. 4. Further the investigation that you are not updating me on but rather are keeping quiet on I want to remind you that you will be liable for all legal costs should this be brought in a court of law as you are clearly in the wrong here. I do suspect that Europassist is either not able to pay my money in accordance to my insurance policy or you are not capable of following due process as you are not reading the communication that I have sent you. 5. I am fed-up of having to beg and please you and this will be posted in social media as well as hellopeter.com. 6. I urge Europassist to escalate this to a higher level as I am not going to leave this and simply disappear. You should have been finished with all your due diligence checks and you are simply not doing it. Not only that you are simply horrible at reporting back to me, the client. You further expect me, the client to do your checks and work for you as you are unable to do this yourself. 7. I am sending this so my lawyer, Anthea van der Merwe Tel: ***, *** as you are in breach of your policy contract with me and I will be reprimanding you for costs incurred as well as failing to pay my policy out as per contractual agreement and claimant rights.