Since the change in providers the claims experience has gotten much worse. Submitted a simple claim for a cancelled / delayed flight with all the documents and follow ups and now the new claim provider has ask for additional documents each of the 3 follow up. There is no way to ask them to send you the list of everything they require so it’s just a tactic to delay payment. Never had much trouble in previous years. They are also super picky about small thing like airline letter head (American Airlines just emails and doesn’t do physical letters so that’s an issue).

Getting them to understand that EU261 delay payment isn’t a cost reimbursement has been a nightmare too.