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- May 22, 2011
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Hi all,
A recent family skiing trip to NZ resulted in my daughter (minor) spending 3 nights in hospital and then instructed to stay near the hospital for a few days for subsequent check-ups and recovery.
As a consequence, I had to cancel a hotel near the ski slopes (charged for 2 nights) and find new accommodation for 3 nights near the hospital after discharge.
My insurer (Allianz via NAB credit cards) has refused to cover both expenses. In the policy on page 47 of the booklet, is the phrase "Whenever claims are made by you under this section (3.1. Additional expenses) and 2.1 Cancellation for cancelled services..., we will pay the for the higher of the two amounts, not both." Can't argue the T&Cs are not listed, but on page 21 of the document that neatly table all the benefits, this exclusion is not mentioned at all.
My only hope now is tracking down a record of my first phone call during the medical event to Allianz when I was advised to 'go ahead a book reasonable accommodation for your family'. Some other expenses have been approved.
On the positive side, the emergency medical team at Allianz were great. Online nurses were fantastic and quickly notified that I was covered by insurance. Unfortunately, the experience with the rest of the team on return to Australia was poor. They take 10 days to respond to a claim, and on the 10th day, ask a clarifying question. 10 days post answering, they come back with additional requests for info they already have. All up, it took just under 40 days for my claim to be assessed. Still undecided if paid insurance would have been any better. Need to go and compare the fine print.
QF was also great. After notifying them that my daughter needed special attention, they did a fantastic job at helping us move through airports. Daughter is all OK now but not keen for another skiing holiday soon.
A recent family skiing trip to NZ resulted in my daughter (minor) spending 3 nights in hospital and then instructed to stay near the hospital for a few days for subsequent check-ups and recovery.
As a consequence, I had to cancel a hotel near the ski slopes (charged for 2 nights) and find new accommodation for 3 nights near the hospital after discharge.
My insurer (Allianz via NAB credit cards) has refused to cover both expenses. In the policy on page 47 of the booklet, is the phrase "Whenever claims are made by you under this section (3.1. Additional expenses) and 2.1 Cancellation for cancelled services..., we will pay the for the higher of the two amounts, not both." Can't argue the T&Cs are not listed, but on page 21 of the document that neatly table all the benefits, this exclusion is not mentioned at all.
My only hope now is tracking down a record of my first phone call during the medical event to Allianz when I was advised to 'go ahead a book reasonable accommodation for your family'. Some other expenses have been approved.
On the positive side, the emergency medical team at Allianz were great. Online nurses were fantastic and quickly notified that I was covered by insurance. Unfortunately, the experience with the rest of the team on return to Australia was poor. They take 10 days to respond to a claim, and on the 10th day, ask a clarifying question. 10 days post answering, they come back with additional requests for info they already have. All up, it took just under 40 days for my claim to be assessed. Still undecided if paid insurance would have been any better. Need to go and compare the fine print.
QF was also great. After notifying them that my daughter needed special attention, they did a fantastic job at helping us move through airports. Daughter is all OK now but not keen for another skiing holiday soon.
