Took out annual travel insurance policy June 2017, the company was dissolved August 2017. On companies house website it would appear that Atlas Travel Insurance Services had already been listed as having applied for voluntary strike off and for the company to be dissolved, that was dated 30th May 2017. On that basis the company has fraudulently sold travel insurance knowing full well that they would not be in position to honour their responsibility. We travelled to various destinations not knowing our cover was not in place, thankfully it was not necessary to use the policy.This all came to light when trying to contact them with an update to our policy requirements.
Tried calling Atlas Customer Support and no one picks up the phone and cannot leave a message. There is no concept of customers service and I have my doubts if there are people in this department.
One star is generous! I have been a customer of Atlas Direct for 9 years but I have never needed to contact them directly. I have been trying to contact them this week to ask about my policy and it has been a nightmare. Phone rings off the hook, no one replied to my various emails or through the customer service centre. I am wondering whether they actually exist or whether I have been chucking money down a black hole all this time. If I can ever get hold of them I will be cancelling my policy as I have zero confidence in them now. Avoid them at all cost - customer service is absolutely appalling.
If there were more than 5 stars available I would give Atlas Insurance more. I suffered a life-threatening medical emergency whilst travelling in the US a couple of years ago and Atlas were supportive, user-friendly and paid the considerable costs incurred for medical treatment with a minimum of fuss and bureaucracy and so made it so much easier to deal with a traumatic situation. Everyone I dealt with at Atlas (and there were many), was understanding and helpful and made things as easy as circumstances permitted. I for one remain a grateful customer.
I have just spoken to a lady of Caribbean descent one of the team members approximately 10.50AM on 24/03/2016. I was trying to obtain a E-Copy of my policy as I am travelling this evening. I was greeted by by her she didn't give me her name, I explained my predicament. She became rather rude and said there wasn't anything she could do, I merely wanted a copy of my policy that automatically renewed. She went on to read an email which was incorrect, that explained why I never received the copy. She told me I would have to write in to obtain this. I explained again I was travelling tonight and was quite panicked to ensure I had the correct cover in place. She refused to search me by post code or email, but asked for my card number, which is incredibly bizzare. Never have I been asked for my card details to search for an active policy. I asked to speak to someone above her, she then claimed she was the only manager there. I then asked for her name, and she told me she was going to HANG UP!! I am absolutely disgusted the customer services behave in such a way. Myself and all my family and friend use Atlas Direct for Travel insurance, given the attitude and LACK of customer service I received today, I will most definitively be advising everyone to steer clear of what a shambles the "support service" is!
Atlas Direct Travel Insurance is a UK Insurance Agency based in Ealing, London. Atlas Direct Travel Insurance is located at Bldg E Ealing Studios, Ealing Green, London, Ealing W5 5EP, UK.
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