Super friendly when they answer the phone. You explain, you’re due money and their sympathetic then tell you, you’re thru to the wrong department. I have been chasing them since last year and have ne... Toon meer
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Still fighting to get our £900.00!! shortfall The CAA pd us out a full and final settlement figure on the 12th December £900.00, short on what we pd for our cancelled holiday, we were due to fly out... Toon meer
Bedrijf heeft geantwoord
If I could give zero stars I would. Like many other's who massively lost our when Thomas Cook crashed we are being fobbed off left right and centre by the CAA, and Protect Claims. We have an ATOL Cert... Toon meer
Bedrijf heeft geantwoord
As all the other reviews. Put two claims in after Thomas Cook collapsed. Unfortunately my claim is being dealt with by Protectclaims. Friends have already had their refunds but we’re dealt with by ano... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Informatie afkomstig van verschillende externe bronnen
Protect Claims act as an official third-party provider appointed to administer ATOL holder claims.
Contactgegevens
PO Box 6430, SS14 0QT, BASILDON, Verenigd Koninkrijk
- 020 8667 2460
- claim@protectclaims.com
- protectclaims.com
1,2
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88 reviews
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What a complete joke this company is
What a complete joke this company is! The CAA should be ashamed of themselves dealing with them. They wait until last minute before asking for information that has been submitted 56 days earlier, don't answer their phones promptly and when they do answer the staff aren't very helpful. Now they are trying to avoid taking calls by telling us to ring the CAA again. A 1 star review of this company is 2 too many.
12 december 2019
Review zonder uitnodiging
Antwoord van Protect Claims
Hi Mr Wilson, thank you for your feedback. I am sorry to hear of your negative experience, whilst Protect Claims has been appointed to administer claims only and has not been appointed to supply contact centre services in relation to Thomas Cook claims, your experience is not representative of the level of service we aim for. We remain focused on processing all remaining claims as quickly as possible at this exceptionally busy time. Recently updated answers to frequently asked questions relating to Thomas Cook claims can be found on our website at www.protectclaims.com
The most incompetent company in the world
Why isn't 0 stars an option yet?
02/12 - I had an email saying because my PACKAGE holiday (sold through Thomas Cook Holidays!) had flights with EasyJet, I needed to fill out a form to declare I hadn't travelled or have no plans to travel on my future flights.. my holiday was on 2nd October - fair enough. However, they sent me the wrong form - I emailed back and asked for the correct form
09/12 - Had a response, kind of in reply to my email? They thanked me for getting in contact, to confirm they hadn't received my bank statement or invoice.. well firstly I had never been asked for this, and secondly I still haven't got the right form to declare I didn't travel on my EasyJet flights... however I obliged, and sent them what they asked
11/12 - Had another response! Apparently I filled out the wrong claim form? Who knew there was more than one CAA form.. NOT ME! They are again asking for a bank statement, and my Thomas Cook invoice... AGAIN?? They also want me to fill out a declaration that I didn't board my EasyJet flights.. however they haven't even attached the form!!!!!
THIS COMPANY IS A SHAMBLES! The CAA should be ashamed of themselves for hiring such an incompetent company! If this is what my tax money goes on, send the bailiffs!
11 december 2019
Review zonder uitnodiging
Honeymoon destroyed sent claim first…
Honeymoon destroyed sent claim first day allowed to claim. Takes ages to speak to someone on phones. Then they lie!! Promised money at weekend. Then need more information. Just want my money back so we can pay credit card for another honeymoon we had to book from TUI. This is worst company I have ever had the displeasure to deal with. No communication. No one answering phones. They just don't care. Disgusted
10 december 2019
Review zonder uitnodiging
Antwoord van Protect Claims
Hi, thank you for your feedback. I am sorry to hear of your negative experience, whilst Protect Claims has been appointed to administer claims only and has not been appointed to supply contact centre services in relation to Thomas Cook claims, your experience is not representative of the level of service we aim for. We remain focused on processing all remaining claims as quickly as possible at this exceptionally busy time. Recently updated answers to questions relating to Thomas Cook claims, including questions relating to information requests, can be found on our website at www.protectclaims.com
If I could give this company zero stars…
If I could give this company zero stars I would! Like many that have been caught up in Thomas Cook's demise, I am still waiting for my money despite having been promised it would be paid at least 5 times. They are understaffed and the staff they do have do nothing but constantly lie or fob your off.
10 december 2019
Review zonder uitnodiging
Antwoord van Protect Claims
Hi Ms Winter, thank you for your feedback. We are sorry to hear of your negative experience; it is not representative of the level of service we aim for. If any aspect of your claim remains unresolved please don't hesitate to contact us by emailing: claim@protectclaims.com, being sure to include your claim 'z' reference in the subject line of the email so we can quickly identify your claim. Kind regards, Protect Claims
Is an absolute joke should have…
Is an absolute joke should have recieved our 3k refund Friday then told no later than Monday guess what still no refund currently tryin to get through on phone 50mins later still in a que tried ringing yesturday was on hold 70mins and then I finally given up! Fed up of being told different things now being promised this and tht and then get an email sayin wait 60 workings days and then another saying I got to wait 28 working days. So they expect us to wait till Feb for our refund its an absolute joke!!!!
So finally get thru after an hour 20mins to be told the same rubbish u jus got to sit and wait and will be in the bank next couple of days :@ and if not ring back! I say what's the point ringing back cuz u will only say sit and wait it will be in then bank next couple of days yet agen! Just wasting an hour and half of my day waiting on hold for u to fob me off!! :@:@
10 december 2019
Review zonder uitnodiging
Antwoord van Protect Claims
Hi Ms Byng, thank you for your feedback. I am sorry to hear of your negative experience, whilst Protect Claims has been appointed to administer claims only and has not been appointed to supply contact centre services in relation to Thomas Cook claims, your experience is not representative of the level of service we aim for. We remain focused on processing all remaining claims as quickly as possible at this exceptionally busy time. Recently updated answers to questions relating to Thomas Cook claims can be found on our website at www.protectclaims.com
Unable to get updates for claim
Unable to get updates for claim. V poor communication. Transfering to dead number no one knows whats going on terrible experience.
10 december 2019
Review zonder uitnodiging
Antwoord van Protect Claims
Hi, thank you for your feedback. I am sorry to hear of your negative experience, whilst Protect Claims has been appointed to administer claims only and has not been appointed to supply contact centre services in relation to Thomas Cook claims, your experience is not representative of the level of service we aim for. We remain focused on processing all remaining claims as quickly as possible at this exceptionally busy time. Recently updated answers to frequently asked questions relating to Thomas Cook claims can be found on our website at www.protectclaims.com
If I could give a no star rating I would
If I could give a no star rAting I would !!
Poor customer servic When called was actually laughed at and transferred to an automatic system to say Thomas cook customers not to call this number soo rude !!! This is a frustrating time the now as it is without been out of pocket longer than we should
Was promised 60 days and on the 58 day asked for pointless information sent back right away and still waiting
I personally would not use this company as a third party comp at to deal with claims as cannot adhere to there timescales
Phoned yesterday spoke to a lovely person after all day trying to get through
And was told would be looked at yesterday still not looked at ?!!!
10 december 2019
Review zonder uitnodiging
Antwoord van Protect Claims
Hi Ms Crossan, thank you for your feedback. I am sorry to hear of your negative experience, whilst Protect Claims has been appointed to administer claims only and has not been appointed to supply contact centre services in relation to Thomas Cook claims, your experience is not representative of the level of service we aim for. We remain focused on processing all remaining claims as quickly as possible at this exceptionally busy time. Recently updated answers to questions relating to Thomas Cook claims can be found on our website at www.protectclaims.com
Horrendous Organisation
Absolutely incompetent and do not care whatsoever. Impossible to contact by email or telephone. My advice is avoid like the bubonic plague. If you are a company thinking of entering into a business contract with these cowboys don't bother. They are a liability and will destroy your business. HEED MY WARNING AND STAY CLEAR!
10 december 2019
Review zonder uitnodiging
Antwoord van Protect Claims
Hi Mr Mason, thank you for your review. Please note that Protect Claims has been appointed to administer claims only and has not been appointed to supply contact centre services in relation to Thomas Cook claims. However, your experience is not representative of the level of service we aim for. We remain focused on processing all remaining claims as quickly as possible at this exceptionally busy time. Recently updated answers to many frequently asked questions relating to Thomas Cook claims, including information relating to the best contact point for any open Thomas Cook claims, can be found on our website at www.protectclaims.com
Claim still unpaid
Claim still unpaid, spoke to 3 different agents who all told me I'd be reimbursed by early december, still not reimbursed. Everytime they ask you your Atol number and booking reference but never do anything with it, last time I rang I was told a member of the team would ring me back, nobody ever rang me back.
Since the deadline was missed on Friday the 7th Dec I've tried ringing about 6 times at different times. First time I waited for 40 mins without speaking to anyone, all the other times go through to an answering machine. I've now received an email asking me to basically resubmit my whole claim, I don't even know if it's legitimate as it's a completely different email to the initial claim email involved........... I have no words to describe how I feel, it's just disgusting............
10 december 2019
Review zonder uitnodiging
Antwoord van Protect Claims
Hi Mr Gibbons, thank you for your feedback. I am sorry to hear of your negative experience. Please note that Protect Claims has been appointed to administer claims only and has not been appointed to supply contact centre services in relation to Thomas Cook claims. However, your experience is not representative of the level of service we aim for. We remain focused on processing all remaining claims as quickly as possible at this exceptionally busy time. Recently updated answers to many frequently asked questions relating to Thomas Cook claims, including claims processing, can be found on our website at www.protectclaims.com
Discusting customer service
Discusting customer service! No help at all!
9 december 2019
Review zonder uitnodiging
Antwoord van Protect Claims
Hi, thank you for your review. I am sorry to hear of your negative experience. Please note that Protect Claims has been appointed to administer claims only and has not been appointed to supply contact centre services in relation to Thomas Cook claims. However, your experience is not representative of the level of service we aim for. We remain focused on processing all open claims as quickly as possible at this exceptionally busy time. If you should find it useful, answers to many frequently asked questions relating to open claims have recently been updated and can be found on our website at www.protectclaims.com
NO STARS!!
NO STARS!!!
customer service is a joke, speak to you like your utter rubbish and have no common sense. Dont help and have no answer to questions asked. Oh and lovely teri hung up on me earlier.. so did ellie all because I wanted put through to a manager. Lovely bunch of people.
P.s day 63 of waiting on my claim.
9 december 2019
Review zonder uitnodiging
Antwoord van Protect Claims
Hi Ms, Paterson, thank you for your feedback. I am sorry to hear of your negative experience, your experience is not representative of the level of service we aim for. I will ensure your feedback is passed on to the relevant team leader. We remain focused on processing all open claims as quickly as possible. However, if you should find it useful, please email: claim@protectclaims.com, ensuring to include your claim reference number (z reference) in the subject line, and one of my colleagues should be able to assist with any questions you may have in direct relation to your claim. Kind regards, Protect Claims.
Thomas Cook Atol Refund.
Thomas Cook Atol Refund.
WHAT A DISAPPOINTMENT.!!!
I submitted a claim on 7/10 when claims opened on a specially prepared form to assist Thomas Cook customers and waited 56 days ( claims were allegedly to be paid within 60 days)as I believe in giving people time and opportunity to do their job.
On 56th day through my own enquiries and without assistance from CAA discovered Protect Claims were dealing with my claim on behalf of CAA.
Phoned PROTECT CLAIMS on 2/12 and they told me I had to supply further information i.e.bank statements and thomas cook receipts but that my claim was still on course to be paid on 6/12(60th day).Sent all documentation that day.
Phoned on 4/12(58th day) and they confirmed they had it and still on course to be paid on 6/12.
Phoned lunch time 6/12 and was told still on course for that day and that they would give assessor a jag note.Tryed to phone again later that but no reply.
Surprise,Surprise no payment.
All through the phone conversations I had to wait at least 25mins and on nearly every call I was cut off and had to phone again before I got a reply.
Have tried again today 9/12 but can,t get through.
Why doesn't someone tell you the truth instead of keeping you dangling on the end of a string.
How can we have confidence in our CAA when we comply with everything requested and they assign representatives,Protect Claims, who are not capable of doing the job.
Saying it is because of the numbers is not an excuse when they knew what the numbers were and so did Protect Claims.
EXTREMELY DISAPPOINTED.!!!!!with CAA,and as for PROTECT CLAIMS,humility is not a virtue they demonstrate.:-(
9 december 2019
Review zonder uitnodiging
Antwoord van Protect Claims
Hi Mr Graham, thank you for your feedback. I am sorry to hear of your negative experience. Please note that Protect Claims has been appointed to administer claims only and has not been appointed to supply contact centre services in relation to Thomas Cook claims. However, your experience is not representative of the level of service we aim for. We remain focused on processing all remaining claims as quickly as possible at this exceptionally busy time. Recently updated answers to many frequently asked questions relating to Thomas Cook claims, including claims processing, can be found on our website at www.protectclaims.com - Kind regards, Protect Claims
Why doesn't it let you give minus…
Why doesn't it let you give minus stars.. ?
Honestly they are that bad!! Day 63 of you'll have your money back in 60 days..🤔🤔 no money seen
9 december 2019
Review zonder uitnodiging
Antwoord van Protect Claims
Hi Ms Lamberton, thank you for your feedback, and for your patience in relation to your claim. We remain focused on processing all remaining claims as quickly as possible at this exceptionally busy time. Answers to questions relating to open Thomas Cook claims can be found on our website at www.protectclaims.com - Kind regards, Protect Claims
If I could give Zero stars, I would.
If I could give zero stars I would. Like many other's who massively lost our when Thomas Cook crashed we are being fobbed off left right and centre by the CAA, and Protect Claims. We have an ATOL Certificate and are fully protected, yet we have had zero correspondence since putting in our claim on the 7th of October online as instructed by CAA. When you call Protect Claims you are either hung up on, or cut off, oh and they also don't like to respond to your emails! Just the worst customer service experience all round we have ever encountered.
9 december 2019
Review zonder uitnodiging
Antwoord van Protect Claims
Hi Ms Shaw, thank you for your review. I am sorry to hear of your negative experience. Please note that Protect Claims has been appointed to administer claims only and has not been appointed to supply contact centre services in relation to Thomas Cook claims. However, your experience is not representative of the level of service we aim for. We remain focused on processing all open claims as quickly as possible at this exceptionally busy time. If you should find it useful, answers to many frequently asked questions relating to open claims have recently been updated and can be found on our website at www.protectclaims.com - Kind regards, Protect Claims
Terrible customer services had the…
Terrible customer services had the phone put down after waiting over 20mins when they finally answered and answered the phone with yeah I had to check I hadn't phoned my teenage son by mistake.
After 20 times finally did get to talk to someone polite called Ellie but was still fed a pack of lies and issue still not resolved
9 december 2019
Review zonder uitnodiging
Antwoord van Protect Claims
Hi, thank you for your review. I am sorry to hear of your negative experience, whilst Protect Claims has been appointed to administer claims only and has not been appointed to supply contact centre services in relation to Thomas Cook claims, your experience is not representative of the level of service we aim for. I will ensure your feedback is passed on to the relevant team leader. We remain focused on processing all open claims as quickly as possible at this exceptionally busy time. However, if you should find it useful, answers to many frequently asked questions relating to open claims have recently been updated and can be found on our website at www.protectclaims.com
Stay away from this dodgy company
Stay away from this dodgy company - I’m now contacting the ombudsman
6 december 2019
Review zonder uitnodiging
Antwoord van Protect Claims
Hi, thank you for your review. We are sorry to hear of your negative experience. We remain focused on processing all remaining claims as quickly as possible at this exceptionally busy time. However, if you should find it useful, answers to many frequently asked questions, relating to open claims, have recently been updated and can be found on our website at www.protectclaims.com - Kind regards, Protect Claims
4 emails later
4 emails later, requesting different things in each. bank statements,atol certificate, proof of payment to thomas cook, and filling in a form they send you ( in read only format) which you have to convert ,save and attach to e mail. Not easy for some people not IT savvy. Then to be told pdf to big as over 2mb. So send same info in separate e mails. Now being told will take another month.
What a joke. Think I'm the last man standing from all our group that lost our holiday/ wedding.
6 december 2019
Review zonder uitnodiging
Antwoord van Protect Claims
Hi Ms Bennett, thank you for your review. We are sorry to hear of your negative experience. We remain focused on processing all remaining claims as quickly as possible at this exceptionally busy time. However, if you should find it useful, answers to many frequently asked questions, relating to open claims, have recently been updated and can be found on our website at www.protectclaims.com - Kind regards, Protect Claims
My mother always told me
My mother always told me, that if I had nothing nice to say, say nothing at all. STILL WAITING FOR MY REF NUMBER TO CLAIM MY MONEY BACK
6 december 2019
Review zonder uitnodiging
Antwoord van Protect Claims
Hi, thank you for your feedback, and for your patience in relation to your claim. We remain focused on processing all remaining claims as quickly as possible at this exceptionally busy time. Answers to any remaining questions relating to Thomas Cook claims can be found on our website at www.protectclaims.com - Kind regards, Protect Claims
Absolutely shocking
Absolutely shocking! Can’t get through to them via phone. Rings for 3 minutes then the phone cuts off! Got told I would have my Thomas cook refund back within 60 days. On the 58th day I have an email from protectclaims asking for proof so I sent it via email to them receive an email saying that they will try and look at the email within the next 60 days! CAA should be ashamed with yourselves!
6 december 2019
Review zonder uitnodiging
Antwoord van Protect Claims
Hi, thank you for your review. We are sorry to hear of your negative experience. We remain focused on processing all remaining claims as quickly as possible at this exceptionally busy time. Answers to many frequently asked questions relating to Thomas Cook claims, including information relating to claims processing and the best contact point regarding your Thomas Cook claim, can be found on our website at www.protectclaims.com - Kind regards, Protect Claims
Terrible
Terrible, wait until deadline to buy more time by requesting information that they could have had 2 months ago, to make it worse they further delay this by asking you to submit pdf attachments on emails no greater than 2mb? 9 emails I split mine over 9 emails, civil aviation authority first big test and it collapses in spectacular fashion aided by these incompetents.
5 december 2019
Review zonder uitnodiging
Antwoord van Protect Claims
Hi, thank you for your feedback. We are sorry to hear of your negative experience at this exceptionally busy time. Answers to many frequently asked questions relating to Thomas Cook claims, including questions relating to information requests, have recently been updated and can be found on our website at www.protectclaims.com - Kind regards, Protect Claims
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