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My mother who is 88 years old went into the Coventry shop and booked a 5 day christmas break for her and her 86 year old husband paying with a debit card. They had been away with this company a few times before. 3 days later her husband had a fall and has seriously hurt himself. Having taken out the insurance to cover all risks she felt sure she would be reimbursed. No! They don't want to give her anything back at all. Excuses range between the card machine is not in the coventry office so the insurance wasn't in force; we will have to pass it through to Nuneaton; or you will have to resolve this with the dudley office. Put simply they don't want to help at all! 2 months later they have not even returned my calls or offered anything.

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