Poor claims handling and communication

I submitted an eyewear claim on 23 January 2026. As of today, 20 days later, there has still been no payment.

On 6 February, my claims consultant confirmed that payment could proceed, yet more than a week has passed since giving the green light and nothing has happened.

Communication has been extremely frustrating. There is no direct contact number for the relevant person, and each call to the call centre turns into a waiting game, hoping the “right” person eventually answers their phone.

Overall, the lack of communication, unnecessary delays, and poor claims handling have made this a very disappointing experience.

If this is the level of service going forward, I will seriously reconsider moving back to my previous insurance company, where client interests were genuinely taken to heart.