Lesley

I am extremely disappointed with my experience. I placed an order on 27/08/2026 for a gift, yet the item has still not been received. The tracking number (4PX3003109816302CN) shows it is “on the way”, but there has been no meaningful progress, and I am no longer convinced it will arrive in time for my friend’s birthday.

Had I known the item was being shipped from China, I would never have ordered from this company via Instagram. The delivery times are completely unacceptable, and the lack of transparency around shipping origin feels misleading.

In addition, after reading other reviews, I am very concerned about the poor quality of the products people have received. This has only added to my frustration, as I now regret placing the order at all.

Overall, this has been a very poor experience from start to finish. I would not recommend this company and will not be ordering again.

As a follow-up to my previous review: I have now officially issued a Small Claims Court claim against InsureandGo/Zurich for the £3,408.99 they refused to pay after my mother's tragic passing.

Predictably, Zurich has responded to the court by putting up every barrier possible. They have filed a full defence, doubling down on "General Exclusion 31" buried on page 26 of their 59-page booklet, and claiming that their partial payment somehow settles the matter. They even tried to request that the judge decide the case purely on paper, or hold the hearing down near their own corporate offices in Fareham!

I am fighting back against all of it. I have formally rejected their response and demanded an in-person hearing at my local court in Wales so a judge can hear exactly how misleading their online sales journey really is.

The next step directed by the court is telephone mediation. I have agreed to attend to show the court I am reasonable, but I will not be bullied into dropping this. If Zurich doesn't offer a fair resolution, I am fully prepared to take them all the way to a final hearing.

Insurance giants like Zurich rely on legal barriers, technicalities, and delays to wear grieving families down. They expect you to give up. I am writing this to say: I am not backing down, and if you are in a similar situation, please don't give up either. I will post another update once mediation or the court hearing has taken place.

FIGHT THEM, BIG CORPORATIONS NEED TO LEARN THEY CANNOT TREAT GRIEVING FAMILIES THIS WAY. IT'S SHAMEFUL AND DISGUSTING

After months of delays, contradictions, and excuses, Zurich have now reached a new low: they won’t even acknowledge that I’m taking them to the Small Claims Court. No response, no engagement, no attempt to resolve anything just silence and another bulk standard AI response.

This isn’t surprising. It fits perfectly with the pattern the Ombudsman keeps highlighting in Zurich cases: poor communication, avoidance, and a complete lack of accountability. When things get serious, Zurich don’t step up they disappear.

Their refusal to engage doesn’t stop the legal process. It just shows exactly why customers end up having to escalate in the first place. If Zurich spent half as much time resolving issues as they do ignoring them, they wouldn’t have such a long list of upheld complaints.

Ignorance might be bliss for Zurich, but it’s not a defence. And it’s certainly not customer service.

AVOID AVOID AVOID

DO NOT TAKE OUT ZURICH INSURANCE

Zurich’s most recent communication to me was the final straw. Their “summary” was aggressive, dismissive, and made it clear they have no intention of refunding me, not even in circumstances involving the death of a parent. The message read like an attempt to intimidate me into backing down. TRUST ME ZURICH IT HASN'T WORKED.

I cancelled the holiday because my mother was terminally ill. I paid for the entire trip. I suffered the loss. Zurich’s refusal to refund the remaining balance, and their last‑minute introduction of a new exclusion to overturn two upheld Ombudsman decisions, is beyond unacceptable.

I have now filed a Small Claims Court case. Zurich has been informed, but they have not acknowledged it. I’m not scared, I’m not worried, and I’m not backing down. Let a Judge decide.

If Zurich believes aggressive wording and template replies will make me disappear, they are mistaken. I have nothing to lose. They have a lot to lose, financially and reputationally.

Bring it on.

Called and an automated response said call waiting time was 61 minutes. How can this be an urgent or efficient service?

I am extremely disappointed with the Financial Ombudsman Service’s handling of my complaint (final decision dated 8 July 2026, PNX‑5925365‑Y6R8). Despite providing a full call transcript and recording that show prejudicial statements by the investigator and the late introduction of material evidence, the final decision makes no reference to the procedural flaws I raised and fails to explain the contradictions between the investigator’s written account and the recording. I do not accept the decision and have asked the FOS to refer the matter to the Independent Assessor for an independent procedural review; I have also placed Zurich on formal notice that I will pursue legal remedies if my claim is not reassessed fairly. I would not recommend relying on this service if you expect a transparent, fully evidenced and procedurally fair investigation.

Zurich’s latest reply to my previous review was yet another generic, copy‑and‑paste message the kind they seem to send to everyone, regardless of the seriousness or sensitivity of the situation. It didn’t address a single point I raised. It didn’t acknowledge the ongoing failures. And once again, it didn’t even recognise the death of my mother.

A response like that shows exactly what the problem is: no meaningful action, no genuine engagement, and no professionalism. If Zurich cannot tailor a reply to a bereaved customer who has been fighting for months for a refund they are owed, then it is clear they are not listening and not acting.

I cancelled the holiday because of my mother’s terminal diagnosis. I paid for it in full. I suffered the financial loss. Zurich’s refusal to recognise the reality of that loss and their reliance on a narrow exclusion shows a complete disregard for fairness, compassion, and basic decency.

Their generic reply to my review only reinforces how little they care. It reads like a template, not a response to a real person dealing with real grief and real financial harm.

I will continue updating this review every day Zurich fails to refund me. If this is the standard of customer care Zurich is proud of, it says everything.

I have been a PayPal customer for over 17 years and this is the worst service I have experienced. I submitted a formal appeal for Dispute ID PP-R-NIH-634412773 (Txn 0TD02114JK546732D) after eharmony charged me £49.05 post‑cancellation; I provided the order confirmation, merchant Terms, live‑chat transcript and proof I revoked billing permissions, yet PayPal closed the dispute as “processed correctly” within 30 minutes of me submitting evidence.

PayPal’s live chat repeatedly refused to treat this as an unauthorised post‑cancellation charge, tried to reclassify it as “service not received,” and promised a callback that never happened I was left on hold for 52 minutes today and eventually gave up. I asked explicitly for a UK‑based senior to call me back, not an overseas agent, and that request was ignored.

I want PayPal to:

Reopen and fully review Dispute ID PP‑R‑NIH‑634412773 with the merchant server/payment logs;

Refund £49.05 immediately if the merchant cannot show explicit, informed consent to early performance before the charge;

Provide a written explanation of why my evidence was dismissed;

Arrange a callback from a UK‑based senior representative within 48 hours.

If PayPal fails to act I will escalate to my card issuer, the Financial Ombudsman Service, Trading Standards and the ICO, and pursue a small claims action. This level of dismissive, cursory handling and the long hold time is unacceptable for a company I trusted for 17 years.

I will post an update on this review every day Zurich fails to refund me. After escalating my concerns directly to senior leadership, my correspondence was pushed downwards and handled by someone whose response was dismissive, rude, and completely lacking in empathy. Not even a basic acknowledgement of my mother’s death.

I cancelled the holiday because of her terminal diagnosis. I paid for it in full. I suffered the financial loss. Zurich’s refusal to recognise the reality of that loss and their reliance on a narrow exclusion shows a complete disregard for fairness, compassion, and basic decency.

If this is the standard of customer care Zurich is proud of, it says everything. I will keep updating this review until they resolve the outstanding balance properly.

I am writing this review to share my experience as a bereaved customer whose travel insurance claim was handled by Gallagher Bassett for Zurich Insurance UK (underwriter for Insure & Go).

My mother passed away on 22 March 2026. I had saved for years to take her, my sister and myself on a once‑in‑a‑lifetime £7,300 cruise for her 80th birthday (3–17 April 2026). I insured the trip with a Gold Policy that included £7,500 cancellation cover for bereavement or ill health.

Instead of celebrating her birthday, I sat at her bedside and watched her die. I never imagined that the insurance process afterwards would become almost as distressing as losing her.

Despite providing bank statements showing I paid for all three travellers, only one‑third of the claim was paid. Zurich refused the remaining £3,400. I raised a complaint, and the Financial Ombudsman Service upheld it twice.

Today, I was informed that at the final stage of the Ombudsman investigation, Zurich introduced a new exclusion that had not been referenced at any earlier point. It was not mentioned at claim submission, during the investigation, in either Ombudsman review, or in any evidence exchange.

This late exclusion overturned both upheld decisions, and the remaining £3,400 will not be paid.

I have complied fully with every request and followed every step of the process. The outcome has left me devastated. I have been grieving, financially impacted, and trying to navigate a situation that has felt confusing, inconsistent and deeply upsetting at a time when I was already vulnerable.

I would have given anything to have had those memories with my mum. Instead, after a short illness and terminal diagnosis, I held her hand while she died. Going through this claim process while grieving has been overwhelming, and the way the case has been handled has added significant emotional distress at a time when I was already struggling.

I am sharing this to help other customers understand my experience and to highlight the importance of clear communication, transparency and sensitivity, especially for bereaved and vulnerable policyholders.

I signed up to eharmony and cancelled almost immediately after realising the service wasn’t what was advertised. Despite cancelling within the 14‑day cooling‑off period, eharmony wants to charge me an additional £65 “value compensation” fee, claiming I had somehow “used” part of the membership simply by accessing the personality report.

This practice is, in my view, misleading, unfair, and designed to trap customers. The way the fee is presented during sign‑up is vague at best, and the way it is enforced afterwards feels deliberately opaque. It is extremely disappointing to see a company rely on tactics like this to extract money from users who are simply trying to cancel a service that didn’t meet expectations.

I cancelled the PayPal billing agreement, so they cannot take anything beyond the original £15.95, but the fact they even attempt to push this charge is, frankly, abhorrent. No reputable company should operate this way.

I have now exercised my GDPR right to have my account and all personal data deleted. The entire experience has left me with zero confidence in the platform, its transparency, or its customer care.

I WOULD STRONGLY ADVISE OTHERS TO THINK TWICE BEFORE SIGNING UP.

I didn’t really want to write this, but it will stay a 1‑star review until Zurich finally resolve this.

We took out travel insurance through InsureandGo, the highest level of cover for a family cruise to celebrate our mum’s 80th birthday in April 2026. In February, Mum received a terminal cancer diagnosis and she died on 22 March. No mum, no holiday, a double blow and utterly devastating.

We filed a claim, which went through Gallagher Bassett. They agreed to pay only one‑third. Outraged, and with clear evidence, I took it to the Financial Ombudsman Service. They investigated and found in my favour. Zurich disagreed and asked for a further review. The FOS investigated again and remained absolutely firm that their original decision stands.

Zurich were told this on 28 May. Twice now you’ve been told you are in the wrong.

So please pay what is owed, including the compensation the FOS have recommended. It’s now 13 weeks since Mum’s death, and the way this has been handled has only added to our grief and distress

Dear Nicky,
I’m writing because your recent reply is incorrect and I need this matter escalated URGENTLY.
This morning I spoke with a colleague in your Customer Care Team, Angel Rana, who confirmed that Zurich had heard back from the Financial Ombudsman Service (FOS). Angel told me he had received an email from The FOS just yesterday and that the FOS had given Zurich until 24 June to accept their second decision or not. He also said his manager is off until Monday but that, on her return, he would raise with her that the FOS had been in touch and that a decision needed to be made before Wednesday.
Given that information, your statement to me is factually wrong. Please check your records and correct the public reply you posted on Trustpilot, it is misleading and risks giving other customers the wrong impression.
This has been going on for 13 weeks since my mum died and the delay is causing real and ongoing distress to me and my family. I have been patient, but the lack of clear action and inconsistent information from your team is unacceptable.
Please do the following immediately:
Confirm what action your team will take and by when, and who will be responsible for escalating this internally.
Correct the Trustpilot reply if it is inaccurate, or explain why your earlier reply stands.
I expect a clear response by close of business tomorrow. If you cannot provide that, please escalate this to a manager and provide their contact details.
I am asking for prompt, compassionate handling of this matter. The way this has been handled so far has been distressing and unfair to me and my family. ITS DISGUSTING

OH AND I SENT YOU PROOF YESTERDAY that they are upholding their original investigation findings. Angel confirmed receipt of this proof.

Good afternoon Nicky,

Thank you for your email.

I won’t be removing Angel’s surname. It is already in the public domain through the Financial Ombudsman Service process, and it forms part of the factual record of how my claim is being handled. I have not shared any personal or private information beyond what is already formally documented.

I appreciate the need to protect staff, but that cannot override transparency or accuracy in a complaint that has been escalated to the Ombudsman and upheld in my favour, TWICE

I will await Zurich’s full response by the deadline set by the FOS.

Regards,
Lesley

What an absolute pile of excrement. I became so convinced this site was a complete sham that I decided to test it. I removed every photo, changed my age to 94, set my location to Andorra, a country most people probably haven’t even heard of, deleted all my likes, interests, and bio, and left the profile as bare as possible.

And yet the messages kept coming. Random people telling me I was “beautiful”, “charming”, “interesting”, and that they wanted to “get to know me”. How? They couldn’t see what I looked like. They had no information about me. And apparently being 94 didn’t put them off either. A completely empty, obviously fake profile was still getting attention.

It confirmed exactly what I suspected: this site is a total waste of money. I’m begging people not to bother. I’ve requested my account be deleted, though I’m not convinced they’ll actually do it.

Omg, I honestly thought they were just being incompetent with me, and then I read the other reviews. Clearly I’m not alone.

My mum died on 22 March. I applied for her life insurance to cover the funeral costs. I provided every form they asked for, including the interim coroner’s certificate. This is money my mum paid into for over 20 years so that we wouldn’t have the stress or worry when the time finally came.

Phoenix Life are refusing to pay out until a cause of death is known. She died of cancer, we’re just waiting on histology, but apparently that’s not enough. They claim they’ve written to the coroner twice, except they wrote to the wrong coroner. Lancashire instead of Gwent. The incompetence is unbelievable.

They say they’ll escalate it, but I’m not holding out much hope. I’ve now received the funeral invoice and have 21 days to pay.

Stop being so bureaucratic, Phoenix Life, and release the money. You’re making an already distressing time even more unbearable. Shame on you!

Despite the usual policy of no cash refunds for cancellations, our circumstances have changed dramatically since the booking was made in April 2025. My mum has now received a terminal diagnosis, and we have been forced to cancel both our holiday and the associated parking.

Holiday Extras have been incredibly understanding and have confirmed that they will refund the cost of the parking in due course. As a family, we are deeply grateful for this compassion. Every penny will help us support and care for our loved one during the short time we have left with her.

Having dealt with Slater and Gordon around 12 years ago, when my late father passed away from an industrial disease, I thought I could trust them again for an employment matter. I paid a £150 fixed fee for what was advertised as a 60–90 minute consultation with one of their specialists, Lara Aziz. Prior to this, I had also sought advice from the Law Centre in Cardiff.

Although Lara was polite and considerate, the call lasted only 45 minutes, which immediately made me feel short-changed. More importantly, she told me outright that I did not have a case, yet suggested that for an additional £1,500 she could carry out a merit assessment. This felt contradictory and transactional and she seemed uninterested in exploring any further evidence I could provide, and unwilling to look beyond the immediate details. I ended the call disappointed and let down by an organisation I had once trusted.

To my surprise, about an hour later I received a call from Andrew, a senior solicitor at the Law Centre. His approach could not have been more different: he was kind, understanding, and willing to listen to all of my evidence without time constraints. His advice was free of charge, and he reassured me that there was merit in my case. He encouraged me, validated the actions I had already taken, and even recommended literature to support my efforts.

The contrast between the two experiences was stark. Lara appeared focused on money, while Andrew was guided by principle. I believe Slater and Gordon should refund part of my payment, given that I did not receive the full consultation time promised and that Lara’s advice was completely at odds with another professional’s assessment.

Until Andrew’s intervention, I had felt despondent and ready to give up. His encouragement reignited my determination, and I now feel confident to represent myself and fight for what is right.

This experience has left me questioning Slater and Gordon’s priorities. It seems their focus is not on seeing the bigger picture or supporting clients with integrity, but rather on generating income. It is deeply disappointing that a once positive association has been replaced by such a negative one. I will never use their services again, nor would I recommend them to anyone.

I signed up for a trial on 28 August, paying just £0.95. I cancelled almost immediately as the service wasn’t what I needed. Despite this, they took £49.95 TWICE from my account—once on 3 September and again on 1 October—without my consent.

My bank has since blocked further attempts after flagging suspicious activity. When I logged into my account, the billing section showed no active subscription, yet they continued to charge me.

I’ve never used the service, never authorized ongoing payments, and yet they’ve taken £99.90 in total. I’ve contacted them demanding a full refund and immediate cancellation of anything linked to my name.

This company operates dishonestly and makes it difficult to get support. Do not trust them. Ref #2187677

I reached out to Randstad a week ago with a clear, well-structured enquiry about temporary roles, attaching my CV and outlining my availability. As a Complaints Manager working at NHS Band 6 level, with two years of experience resolving complex cases and supporting multiple directorates, I had hoped for at least an acknowledgment or some guidance on next steps.

Unfortunately, I’ve received no response whatsoever, not even a courtesy reply. At a time when candidates are navigating uncertainty and seeking support, this lack of engagement feels dismissive and disheartening. I had genuinely hoped Randstad would be a proactive and professional agency, but my experience has left me with little faith in their ability to support public sector professionals.

I understand agencies are busy, but basic communication is not optional, it’s the foundation of trust. Based on this interaction, I would struggle to recommend Randstad to others seeking meaningful support during career transitions.

YOU REPLIED TWO DAYS AGO YOU WOULD DELETE MY ACCOUNT, I'VE JUST CHECKED IT'S STILL ON-LINE. THIS IS WHAT YOU SAID

We take your concerns extremely seriously. Your account (ID 110840302031) has been escalated to ensure all subscriptions are canceled and your profile is deleted,

WHAT IS YOUR PROBLEM, JUST DELETE IT GOD DAMM YOU! YOUR SERVICE IS NOTHING SHORT OF SHODDY, DECEITFUL, DISHONEST, FALSE, UNSCRUPULOUS AND ONE BIG CON.

JUST DELETE IT, OR I WILL CONTINUE TO POST NEGATIVE FEEDBACK EVERYDAY

SINCE YOUR REPLY ANOTHER DOZEN UNWARRANTED AND UNWELCOME MESSAGES, DESPITE THE FACT I HAVE REMOVED ALL MY INFORMATION, MEMBERS SAY THEY LOVE WHAT I HAVE WRITTEN ON MY PROFILE, THERE IS NOTHING NOW TO READ, SO EXPLAIN THAT. IT IS SCANDALOUS YOU ARE ALLOWED TO OPERATE. YOU HAVE MY MEMBERSHIP NUMBER, PLEASE I;M EVEN BEGGING CANCEL MY SUBSCRIPTION AND DELETE MY DETAILS IMMEDIATELY.



PLEASE STOP IT WITH ALL THE FAKE EMAILS. IT IS BOARDERING HARRASSMENT. I HAVE TIRED SEVERAL TIMES TO CANCEL MY SUBSCRIPTION AND DELETE MY ACCOUNT. DO THIS NOW ID 110840302031
THIS SITE AND THE PEOPLE OPERATING IT ARE CON ARTISTS. DON'T DO IT. SAVE YOUR MONEY!