I currently have 9 delay replay claims dating back to the 20th March for which I have received no updates within the 10 working days stated on the auto email generated when making the claim.
I emailed the drenquiries address 14 working days ago with the reference numbers (at that time there were only 5 that were over 10 days old) and have not had a reply from them either, other than the auto reply stating i should have a response within 10 days
When can i expect to hear if my claims have been successful or not?
Further to this, why do the confirmation emails not contain the information submitted? I am not convinced that previous successful claims have been paid out to the correct amount for the length of delay. It doesn't seem reasonable that I have to remember the exact details of each and every claim then work out which payment relates to which claim. Keeping track of all this is a full time job in itself.
Please accept my apologies for the delayed response.
I am sorry to learn that you did not receive a response to the Delay Repay claims you submitted with us. We do expect to respond to most of the claims in 10 days. However, due to the number of claims we currently receive, we have developed a backlog and take longer than usual to respond to many claims. That being said, I am surprised that you have not heard back about a claim you made on 20 March.
Regarding your concern about the level of compensation you received, could you please let me know your journey and ticket details, if possible, including details of delay to your journey. Alternatively, you can raise a complaint via this link to have your concerns looked into.
You may also wish to contact our Customer Service team on 0345 6000 650 (option 4) to discuss this further, including the claims for which you have not received a response.
Please accept my renewed apologies.
I couldnt tell you the specific journey i would be questioning as, unlike other operators, swr do not repeat back the submitted information in the confirmation emails so i do not know which reference number relates to which claim.
the situation was that there were delays and cancellations on the given day and if you judge solely by the actual departure/arrival times i could have arrived at my destination in the 30-59 min delay window but due to the backlog of travellers I was physically unable to board the train that allowed that and was over 60 mins delayed. I stated this in the box provided on the claim form. When the claim was paid, multiple were paid at once so i had know way of knowing which payment related to which claim. I suspect the claim was paid on the 30-59 min basis but have no way of confirming this.
it was only after this that i started tracking each individual claim.
as stated in my original post, i did contact the drenquiries email address but we are now on working day 19 since that and I still have not had a response so wouldnt hold out much hope of getting any response with future queries.
i am also somewhat surprised that this has been marked and verified as answered. neither of the two questions i asked have been answered:
1. When can i expect to hear if my claims have been successful or not? is there a time frame for "...take longer than usual to respond to many claims" or is that just open ended?
2. Why do the confirmation emails not contain the information submitted? Every other operator I have used delay repay with do this.
Thank you for your message and I am sorry to learn that you found my previous response incomplete.
Could you please contact our Customer Service team on 0345 6000 650 Option 4 to discuss the break up of the refund you received. Unfortunately, I do not have access to these details and hence could not offer a detailed explanation.
Regarding the response time from the team advising of the outcome of the claim, we aim to respond to all claims within 10 days. However, due to recent disruptions on our network and resulting high levels of claims we receive, we currently take longer than usual to respond to some of the queries.
The confirmation emails you currently receive is autogenerated and does not draw information from your claim form. We are in the process of updating these emails to include your claim details and will be completed over the next few weeks.