'Resubmit' claim for Delay Repay Thameslink

[ShiShi]

Hello folks, I have travelled by Thameslink and claimed Delay Repay but put a wrong 'reason' so received a wrong reimbursement. I contacted Customer Services and they advised to resubmit the claim. In their email they sent a screenshot how to resubmit the claim, but there is no such screen on Thameslink website, neither in app no online using the computer. I cannot find it. I can see my claims. I can make a new claim. But I cannot 'resubmit' the claim there is simply no option there for it! Am I doing something wrong, or does this 'Resubmit Claim' actually exist? Does anyone know, please share the link....

 

[Tram203]

Hello folks, I have travelled by Thameslink and claimed Delay Repay but put a wrong 'reason' so received a wrong reimbursement. I contacted Customer Services and they advised to resubmit the claim. In their email they sent a screenshot how to resubmit the claim, but there is no such screen on Thameslink website, neither in app no online using the computer. I cannot find it. I can see my claims. I can make a new claim. But I cannot 'resubmit' the claim there is simply no option there for it! Am I doing something wrong, or does this 'Resubmit Claim' actually exist? Does anyone know, please share the link....

I've had cause to use the "re-submit" claim option with Thameslink on sporadic occasions in the past, but I think only when the initial claim has been simply rejected.

Does your comment "put a wrong reason so received a wrong reimbursement" mean they have approved the claim you made, but because you chose the wrong reason you have received the wrong delay repay amount?

If so, I think a "manual" email to customer services (a human) may be the only way to sort it out, though others more knowledgeable than me may be able to advise further.

 

[WesternLancer]

Does resubmit mean submit again from the start?

Annoyingly I’ve had this advice from their customer services before when I was trying to appeal with thameslink and I managed it and I was eventually paid. But it was utterly unintuitive and I concluded it was deliberate so that many people don’t know they can appeal or simply give up.

Annoyingly I can’t recall what I actually did. I did have to e mail them to find out however.

 

[Julia]

I haven't found it yet and the link in the rejection email you get from them doesn't help... (Twice I've had claims rejected automatically for Nottingham - St Neots, in both cases they claimed it was EMR's fault for being a few minutes late into Peterborough but that was moot because the connecting Thameslink was cancelled)

 

[skyhigh]

Go through the claim process as if you're submitting a new claim, when asked for the reason choose 'resubmit claim' and it will ask for the claim reference and additional details.

(Attached photo shows claim options on the Delay Repay website).