I posted this message on Whirlpool back in September 2016 regarding the Travel Insurance company we dealt with and have copied it here for both context and completion.
"I have an annual policy with
InsureAndGo (due to a now non-existent medical condition). When you look at reviews online, people talk about how easy the website is and how cheap they are (which seems irrelevant when trying to assess insurance companies) – no-one talks about claims handling.
"Recently (July), I came down with acute pneumonia whilst at a conference in Malta. I spent 5 days in intensive care in hospital with all the necessary trimmings. After discharge, we were able to resume our itinerary in Switzerland.
"Whilst in Malta and on the day I was hospitalised, my wife rang the 24/7 help line: help consisted of "download and read the PDS, keep all your receipts, if he has to be medevaced (is that a word?) back to Aus, it's up to you to organise everything, put in a claim, etc. etc, here's a reference number".
"Oh, by the way, which hotel are you staying at?"
"The Hilton"
"Oh dear, that is MOST unsatisfactory and very unsuitable. You must immediately check out and find a hotel that's about 100 Euro / night." (ie a half-star hotel!).
Accommodation in Malta in July is crazy full (for a Victorian, think trying to get a room at Lorne b/w Xmas and New Year at a moment's notice). We did eventually find a cheaper room for 2 nights but had 3 extra nights at the Hilton.
"On our return, I rang them to enquire about claiming. They told me that my claim was actually three claims:
1. medical expenses;
2. lost items ("disappeared" in hospital) - Bose headphones and CPAP mask;
3. curtailment expenses.
Each claim had an excess of $100 but as two people were on the policy, the excess would be $100 EACH (ie $600 in total).
WTF?
"I confess I was quite cranky, but filled in three claim forms with all the information they required, including our detailed itinerary (side-by-side planned vs actual) and a detailed explanation of the events surrounding the claim. EDIT: almost took as long as a TR! - yeah, nah)
"To my surprise, they very quickly settled #1 (medical expenses) and #2 (lost items) above with an excess of $100 each, not the threatened $200.
"With #3 (curtailment), they correctly calculated the cost of the missing five days of the original itinerary ($1300) and the new itinerary with extra costs of staying in Malta (including the accommodation at the Hilton – I think they accepted we'd have difficulty in changing hotels), loss of deposits etc., flying to Switzerland etc ($2600).
"A couple of days after settling the first two claims, they paid out the curtailment claim higher sum without any fuss ie $2600 less 2x$100 excess = $2400: excess of $100 each because there were two airfares and train trips etc involved, so fair enough.
"Summary:
- don't expect ANY help from their 24/7 hotline;
- do ring them / email them to tell them of a claimable event – get the reference number;
- don't tell them (unless they ask - you must not lie/mislead) where you're staying (especially if it's 5*);
- do keep all receipts and invoices, everything! They will pay everything you can prove with ORIGINAL receipts;
- you will find Australian enquiry line very helpful / friendly;
- (in my experience) they pay out EVERYTHING claimed (less excess) without any argument and very little delay (about 3 weeks from submitting claim).
"Conclusion: low price means minimal service when OS, but VERY good with processing and accepting claims. Knowing the above, I will insure with them again.
As an aside,
Covermore do offer service for the price: friend who became ill in the US had a
Covermore assigned doctor visit him within a day or so and would have made necessary arrangements for him to be returned to AUS had it been necessary.
HTH."