XCover.com & RentalCover.com review: Revolut metal travel protection hu6w7-tufjs-ins

I made a claim to Xcover through my Revolut Metal plan because I was unable to follow through with my plans to stay abroad due to losing my passport a couple of days before my scheduled flight. I wished to claim back the cost of my accommodation which I am covered for and the reasoning behind my claim I am also covered for and it is not included in any of the general exclusions on the wording of my policy.

I claimed on the 23/09/23 and after a couple of days I received a response saying that my claim was denied because I could not claim due to not acquiring the necessary documents needed for travel which is not true as it is not that I HAD NOT ACQUIRED the documents it is that I LOST my documents which is clearly stated in the policy wording as covered. I then responded with this, screenshotting the policy wording. I then received a cut and paste response again saying the same thing as before.

Because these emails from me had clearly not been read I decided to make a complaint on the 28/09/2023. I then received an email on the 08/11/2023 asking me to submit more documents, which I may add I had given before, I submitted these the same day I was asked. I then received another email a week later asking me to submit more documents, which I had also submitted before, I also submitted these on the same day.

It has now very nearly been 8 weeks since I made the complaint, I have had no updates from them at all. They have no responses from their customer service email. They have no phone number that you can call to find out what is going on. I am very very surprised that this company can be regulated by the FCA because it seems like there is something very shady going on here. They try and long you out as long as possible by asking for documents that you've already submitted and only reply using automated emails and basically try and tire you out until you give up on the claim.

I most probably will bring my complaint to the Ombudsman service soon if they don't sort this out by the 8 week cut off for response on the complaint because this is getting beyond ridiculous and is actually against regulation.

I hope they can sort this situation before this.