Fortunately I have not had to use the insurer however I recently had cause to contact them as I had a query about travelling to Dubai, which I`ve done many times, but with the issue in Iran I was concerned that if I booked a holiday in Dubai and the Foreign Office then advised against going due to possible terrorist incidents would I be covered as for a cancellation. I also noted on the policy that any changes in health should be notified to them. As I had been diagnosed with prostate cancer although very low level and not requiring any medical intervention just keeping a eye on it I also added this to the email to them. Alpha replied stating that the policies do not cover terrorism. However they did not answer my initial query about what happens if I`ve paid for the holiday and then the Foreign Office advises against travelling. Furthermore in relation to the health issue they said they were unable to amend the policy by email and that I would have to phone them which I did.
Whilst I realised that they may be busy I was kept hanging on for over 15 minutes listening to a pre recorded very comprehensive explanation of services. I would have thought that like most organisations I would have been asked to choose from options. Anyhow I got through to a human and spoke to someone and gave details of the issue. I was asked if I was travelling within the next 6 weeks which I wasnt and was then told to phone back after 6 weeks There was no proper explanation given and when I`m asked why I was told that its the procedure. So hence this review in the hope someone will get back to me and assist.