Insurance claim via staysure

[LouH]

Hi!

Has anyone had to make a claim via staysure?

We were due to fly to Turkey today but on Monday one of my children tested positive for covid (and my husband today).

We submitted our claim via staysure then had an email from
Csal saying it had been received. I�ve tried to find out what�s happening but no one answers emails and I hadn�t heard of csal� I�m guessing staysure are a broker but I�m concerned about his claim.

It�s a large one as there are 7 of us in the family/household.

If you�ve had dealings - how long did it take?

Thanks

[Melbatb]

I made a claim about 3-4 years ago

24h before we were due to fly to the USA I started vomiting. Badly. When I projectile vomited just 15m before we were due to leave the house for the flight we realised I couldn�t fly. We took the decision that DH and the 2 teenagers would go and I would try to fly in a couple of days.

I saw my doctor who diagnosed food poisoning and told me that if I hadn�t drunk water and kept it down within 6h then I would be hospitalized as badly hydrated. Thankfully I managed.

I bought a new return ticket and left several days later for the rest of the 4 week trip.

I had spoken to Surestay during all this who assured they would cover my new flights. They then turned down my claim on the basis that my new flights were 4 x the price of my original flights and I hadn�t mitigated my loss (same class of seat, same route).

I argued that under their conditions we could have cancelled the whole trip. And on that basis they would have had to pay out for flights x 4, 4 weeks of car hire (non cancellable), all the cancellation fees on the accommodation. This would have been 3x the price of my new ticket!

Thankfully they saw sense and paid up.

From me submitting my claim to getting paid was about 2-3 months.

[peter pan]

I used them last year due to the same circumstances. I did get a direct refund off the hotel but used stay sure for my flights. It was a quick and painless process tbh