Lack of service, Lack of accountability, Lack of urgency, Lack of feedback, Do not value clients.

I am truly disappointed with the lack of service from Bidvest, I would not recommend to use any of their products if this is how they value their clients. We travelled to the Phillipines and purchased travel insurance from Bidvest. During our stay the airline notified us that they will have unplanned maintenance on the plane that we will be using for our first flight and that our flight will be delayed by hours. We saw that if this happened we will miss our next two flights (which are much more expensive). Rather than missing all our flights we opted to purchase a ticket for an alternative flight to not miss our second and third flights. We submitted the claim on the 29 Aug in September when we started to follow up on the claim they referred us to Europ Assistance that is handling all their claims. We have been phoning Europ Assistance every second week and sometimes twice in one week from September they have been telling us the claim is being reviewed. It has been 2.5 months and when we phoned on the 17th of November and received feedback that the claim is still being reviewed. It is unacceptable that one claim can take them 2.5 months. Our reference number at Europ Assistance is: 5F-JWVX-01 I was informed by the travel agent that Bidvest no longer sell these insurance policies and now it looks like they don’t care about the clients to whom they have sold policies. This is really disappointing for a company with a big reputation, I will surely think twice before supporting anything Bidvest offers in the future.