Don't be taken in by the good reviews - the vast majority of these are from people who haven't had to use their services other than buying a policy. If you want to know how they really do when you want to claim, have a look for the reviews under "TIF Group" who Alpha are merely a sales department of.
Their operations and claims departments are genuine garbage. Dangerous repatriation of our son and £50 for expenses having been stuck abroad for 52 days.
After my wife gave birth to our son, 12 weeks early while abroad, the following happened:
*Couldn't organise an apartment that we could have booked ourselves, suggesting completely inappropriate accommodation, chosen through cost only
*Took over 4 weeks to organise repatriation, having had to call them every day to get any sort of progress - case handlers who haven't bothered to look at the case by 3pm - constant rotation of case handlers who don't bother to read into your case
*Refusal of their medical team to contact the hospital - at the treating doctor's request - to organise repatriation - Refusal to contact them at all regarding our son's status
*Multiple lies from the operations team - including one individual telling us there would be no repatriation for "months" based on utter nonsense
*Lies from the medical team including fictional doctors who were blamed for causing the delays
*A shambolic repatriation only avoiding serious harm done to my son through my wife's intervention - caused by a complete lack of perpetration.
As for the claims department - They outright rejected ALL of our expense claims citing my son's case as not to be a medical emergency. They offered £50 in total - £25 for each day my wife spent in hospital - she spent 3 days in hospital, showing their inability to either count or use a calculator. Rejected expenses included medication, our missed hotel & flight home and clothing, all things you'd expect a travel insurer to cover. These aren't mentioned in the exclusions on the policy "because it would be too long". My son is currently in a state of being covered, shown by the repatriation, and not covered since no expenses relating to him are applicable - hospital benefit and clothing to name just two. They pick and choose based on what they think they can get away with.
Case is now with the ombudsman after a pathetic final response.
When you need them the most, they will actively do their upmost to con their way out of paying anything.
No one in authority on 24hr Emergency Helpline.
Refusal to engage with medical professionals - their "doctor" choosing instead to directly call a vulnerable and highly medicated man (my husnand) suffering from multiple stab wounds to find out if he'd been drinking.
Absolutely disgraceful and unacceptable behaviour.
Had to pay ourselves for treatment.
Claim filed signed/timed/recorded.
They told me they had no record of claim - then miraculously found it - No response to emails - They paid up quickly but only after we went on social media and posted just about everywhere in order to be heard.
They got their figures the wrong way round on the settlement so paid around £1000 short - this was rectified quickly but just demonstrated how unprofessional they are. Refused to answer valid questions that could have helped me to reconcile events.
Refused to give me recordings of phone calls opting to type them out - this then removes the emotion and atmosphere from what actually happened - some calls missing....I could go on - never ever again and I am glad they are being investigated.