TopDog Insurance - West Malling

Nikki J.

Worse insurance company ever. I have taken out a policy with a different provider for my new trip. Took out backpacking cover, mentions nothing in my policy document about taking out other cover. My flight back to the UK was canceled due to a hurricane, I had to purchase a new flight ticket. Put a claim in and it has taken TWO months for them to tell me I am not covered because I didn't buy the 'extra' cover. Which for 1 I was never made aware of or GIVEN the opportunity to buy? Absolute shambles, the women i spoke to on the phone had an appalling attitude also ' i know you feel your claim is important but so does everyone else'. i sent them supporting documents twice, because they didnt upload them the first time to their database!! SHAMBLES

AVOID this company at all costs, miss sells you a product, doesn't tell you that there is an additional item to purchase to be 100% covered and then doesn't cover you! COWBOY SCAM ARTISTS

I would strongly advise reading reviewed where people have actually had to put in a claim. All the positive reviews for these cowboys are for just purchasing the policy and not having to use it. Currently going through their complaints process due to the extremely poor service they have provided. Have a recent email from the insurers and not the complaints team, basically ignoring all my questions I had previously sent them in relation to why they didn't made aware of any additional extra or what this additional extra is, they ignored all my questions and sent an generic letter stating I didn't buy this additional cover and in not covered.

PLEASe avoi d this company, or at least look at other reviews where someone has had to claim !

I can see the likelihood of this being escalated to ombudsman shortly...

patrick O.

Well took out insurance and then my holiday was cancelled due to covid so asked if I could claim for car hire costs and parking cost that I lost and they said no . So I said ok well refund my insurance then as my holiday has been cancelled . They said no again so took my money for no reason. Day light robber . Will never use again and would not recommend them to anyone ! My sister owns a travel agency group and she also said she would never use or recommend

Swiss T.

Like most cheap insurance companies, it's all OK until you have a problem...I wanted to upgrade my cover to include a risky sport and to cover binoculars. It took me THREE DAYS of calls to get through to Top Dog, with no information or updates on my calls' progress, just loud music.
When I eventually spoke to an operator, they were ignorant of the terms of my cover and had to repeatedly put me on hold, to find out.
In the end they told me I was covered on both counts...Half an hour later they rang me back to say I wasn't covered after all.
This was because binoculars are not classified as gadgets ( which were covered) but baggage or valuables. PLEASE UNDERWRITERS..make things simple !! Just give everything we want to insure one name - such as valuables - and COVER IT ! !
All you're doing by over complicating the cover is confusing your own employees and angering your customers...I won't be renewing my cover with Top Dog ..you've lost this customer....

Mark G.

We wanted a specialised medical cover from a good insurance company, Saga had become too expensive so did the searches and Top Dog came up about 30% cheaper so we put in for a quote taking up their premium cover.
sadly my wife became ill with a hospitalised illness was on hospital for 27 days we missed our holiday and had to cancel so started the process to make a claim, Top Dog do not process their claims they have an independent company do this whom are very poor on customer service very poor on getting things correct they send you a document to down load with a checklist what to send we did this and it was way back in May this was received by them only to be told there was paperwork missing not even listed ? So on the 9th day of 10 to complete they send a shortfall notice on the paperwork that was not even listed ? So sent the new requirement they say they are very busy and my case will go to the bottom of the pack again really? Surely then Top Dog should sort this out ? or get another company to deal with their claims ?
We are now 8 weeks plus into our claim that they say will be settled in 7 to 10 days OH now 10 to 15 Days these are working days !! That’s three weeks !! before review JOKE !!! not a good company considering we took premium insurance 🙁 sure would hate to be abroad waiting for this poor service !!!l this claim has since been settled probably because of the review on Trustpilot, I don’t think that Top Dog is a bad insurance company but it’s claims people need to review what they instruct their customers to send or Top Dog need to get a better company to do their claims.

Gary S.

Poor company Stay away! will never ever use again! Spent hours trying to contact them by phone so decided to email about my holiday being cancelled due to covid and asked for my policy to be cancelled and full refund but offered next to nothing!

Nick B.

TOP DOG , Made a Call to the Displayed contact number to ASK who they are Fantastic Phone connected to a INDIAN CALL CENTRE asked to be connected to a UK land bound Number or please give me number FIFTEEN Minutes later still not connected 1) Rood 2) I am not buying insurance if this is the service selling the Insurance , If i Had a Claim Where would i be ! MOVING on.

George D.

You may think they are cheap but they will get you on the small print. For peace of mind, go for a reputable larger firm who don’t have a £250 excess on every claim. This is a case for cheap = nasty

darren R.

Sent an email to change location of holiday of which i got no reply . In the end i had to purchase another insurace police from a different company . Wont be using topdog in future.