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Absolutely terrible company. Steer clear from any policy provided by or underwritten by this company at any cost.
My partner and I took out a policy underwritten by Europ Assistance this summer to cover our round the world trip. Unfortunately, just after leaving (1 week after) the UK, we had to return as my father was taken into intensive care.
3 weeks after this, we submitted our claim form, supported by exhaustive documentation. 4 months later, and we are no further on - stupid information requests (repeating earlier requests), claim handled by multiple processors, rude staff on the phones etc.
After such a long wait and avoidance tactics, we got a solicitor involved. You would think that would have greased the bearings a little. No. They put the solicitor on indefinite hold, hang up on him etc. etc. We're giving it one more week before taking actual legal action or going to the ombudsman.