Collinson Avis 

AKA Crisis24 - Appalling - 3 months for a reply even after emails and calls - avoid at all costs

Poor customer service, slow replies, attention to detail is poor and slow payments after finally approving claim. Would not renew with them.

Superb service, super speedy reimbursement result.Alex Cameron was fantastic!

I am waiting for a 3-month answer for a refund request involving a travel insurance made with Solid Forsakring (another scam) purchased through Booking.com with a Wizzair ticket. Nobody wants to get involved. They are very unprofessional, to put it mildly. Avoid these companies!!

Abysmal customer relations. Tried to call them on several different numbers. Nobody answers the phone. A recorded message says to write to them and then cuts off.
Stay away from this company!!

Flight to Italy with EasyJet was cancelled due to issues at airport. We managed to get the same flight a day earlier. When we tried to change the days with Collinson we were told to cancel insurance and rebook for the days needed.
We had a great deal of trouble cancelling the original insurance (needed to do this over the phone as no option to do it from the website) and getting a new one from them for travel days was impossible. Their website sent us to another company who wanted to charge about £97 instead of the original charge of £35.75.
Have had at least 5 phone calls to Collinson to get a refund and have been told today (30/8/23) that we need to claim it back from EasyJet as they cancelled the original flight. We were also told we should have cancelled the fights and insurance and rebooked the whole trip.
About 350,000 people had their flights cancelled that day - what were the chances should we have cancelled and rebooked, that we would have been able to get flights. So we went with the day earlier flight and same return. They have refused to refund the premium although they gave us no cover. Didn't think we would have this much hassle from the insurance company.
Bought insurance from Tesco's for £41 which included the extra day, so will be using them in future.

The lack of communication, other than a standard response saying that they will respond following an outcome to your submitted claim is unhelpful. Website is poor and trying to get through on the phone impossible when in UK! Would not recommend purchasing this travel insurance

Don't go near this company.
They are the subcontractors for Post Office Travel Insurance. I made a claim for £1430.31 in September 2022 and now (February 2023), after repeated phone calls and emails from me, they have not paid anything. I am repeatedly told I have been made a priority and they will pay out "soon". The biggest issue is very poor communication, and they have no plans for how to clear the backlog which built up when COVID struck, 3 years ago now.

Hi well its been over two months since our holiday claim with Collinson insurance Still waiting to be reimbursed for a holiday which had to be canelled last minute due to sudden ill health, been ringing the company and emailing them and seem to get saying we are dealing with it, quick enough to take your insurance money, but seem to reluctant paying you back !! Disgraceful how we are treated

Still waiting to be reimbursed just under £7,500 for extended stay at hotel in Mexico, taxi fares to and from hospital, medication and phone bill after my husband suffered a heart attack. Still waiting for a call back from a claims handler at Collinson Group, the company used by The Post Office for repatriation, which was promised mid December 2022! Collinson have been provided with a detailed breakdown of outstanding claim together with all supporting documentation, all sent by email. Subsequent chasing calls have resulted in being put on hold for well over 30 minutes with not even the courtesy of an update (presumably in the hope you give up) to then finally be promised a call back from a claims handler…..still waiting!! Yes he was repatriated to the UK but all other aspects of the claim ….shocking customer service. My husband is still not fully well which is causing a lot of worry in itself but to have this added financial stress as well is just something else! Financial Ombudsman next step.

Would give 0 starts if I could. Fly on holiday on Tuesday, having a test done on Monday. It's currently 3.30pm and have had a message to say they are reducing their hours and are cancelling my test. Terrible service

I booked a premium pre-travel PCR test for Australia, specifically using Collinson despite expense because they've previously been reliable. All went fine, the staff at St Pancras were great and test came back negative. When I arrived at the airport it transpired that Collinson had mistakenly put down the date I had ordered my test instead of the date I'd actually taken it, meaning it was invalid and the airline refused to check me in until it was replaced with a correct one. It was 06.30am and I tried to get through to collinson to get them to update the test result. This took well over an hour to sort out, by which time my flight had started boarding and I had yet to even drop bags and go through security. Thanks to them I had an incredibly stressful start to what was already going to be a stressful and very long journey. They refused to refund the test because in their words, I had recieved the original certificate on time. No consideration whatsoever that they had made what they themselves had admitted was an extremely unusual error, and that the "on time certificate" they had provided was not fit for purpose. Customer service was appalling and very much unable to deal with a situation that is not usual. I won't be using or recommending them again.

Just returned from PCR test at LGW drive through.
Friendly staff and very well organised.
Special thank you to Adrian who carried out the test on myself and my family.
Superb service from start to finish.
Thanks Collinson Gatwick.

Blatant Profiteering from the Covid Pandemic

I had a set of Day 2 UK return lateral flow antigen tests which I did not use due to changing regulations. I now need 48 hours pre-departure lateral flow antigen to go to France, but can I use the same kits, no! They want me to buy another set of identical test kits.
The only silver lining to this cloud is the EU and France will soon scrap the need for these tests and the blatant profiteering of such greedy companies have enjoyed the past 18 months will be over.

Superb service at Heathrow, paid for 2 Rapid PCR 3 hours both results with us within 2 hours, very well organised.

Test administered at St Pancras the swab was vigorously and quickly whipped round the inside of my nose scrubbing the sides of my nostrils with no regard for me. It was brutal and A most unpleasant experience.

Three of us had a three hour result package at Heathrow. Straight in, one tester each back out in five minutes results emailed 90 minutes later, happily all negative. Happy customers

Shocking customer service, paid to have a unsupervised test but ever time you try to register and retrieve your information it just directs you to airport testing, customer service just say there’s a problem and send you round in circles without solving their issues!

Do not touch this company. I paid over £300 for tests and when the government changed the rules they cancelled my at home lft tests instead of the airport tests, refused to refund the airport tests based on hidden small print on their website. They charged me £10 each to cancel the wrong tests so left me £300 out of pocket and still needing to pay for day 2 lft once we got home, awful customer care

Lucia is a superstar!
I've had issues with my booking as I couldn't amend it. I sent several emails and messages until Lucia answered the phone.
She sorted everything out for me. She knows how to do her job! You're lucky to have her in your team.