Staysure wants £30 to amend travel insurance policy that cost £75 | Consumer affairs

When I called my Travel Insurer for itsurresure to modify the medical declaration on my annual police, I was told that I would be billed £ 15 for the call and that I needed to modify the web portal. Yet a popA message asked me to call when I tried to modify the policy online.

I wanted to to inform He of a biopsy that I had just undergone and I am now faced with a second charge of £ 15 when I call with my results. A total of £ 30 for two telephone calls to update a policy of £ 75 seems absurd.
CW, London

Some companies invoiced higher rate rates of customers to call their assistance lines. It was a lucrative way to direct customers online to reduce costs. The practice was prohibited by the Directive on Consumer Rights in 2014.

I put it in stays that its flat -rate fees of £ 15 were a way to get around the ban. It is also a potential violation of consumer rights obligations introduced by the regulator La Financial Conduct Authority (FCA) which obliges financial companies to treat vulnerable customers, who often do not have internet access.

Staysure told me that complex amendments such as yours should be made by phone and said that, given that, the costs would have been canceled, but the agent did not have the chance to tell you. This is in contradiction with your memory of a charge notification at the end of the call.

A spokesperson said: “We are sorry that our client considers that administration costs are unfair when changing policies by telephone, but we examine them on a case-by-case basis. We regularly examine our processes to make sure they stay just for everyone and in accordance with the best practices in the industry.”

I reported the question of the FCA, which said in a press release: “It is crucial that people can trust their insurer to support them to manage their policies, and they should not face obstacles or unreasonable costs when they do.”

You did not end up having to pay the costs.

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