Help needed in how to get insurance coy. to expedite accommodation, flight home?

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joyvee

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Wondering if any one has hints on how to get insurance company to provide tangible accommodation and a new flight home after a period of hospitalisation for an adult travelling alone.. Insurer seems to have lots of words but no tangible outcomes. We know that appropriate documentation has been forwarded to company. Hospital have been most cooperative but hands are tied until company sorts out next steps in repatriation process. Event occurred in Italian city . We have reciprocal Health agreement with Italy. Numerous phone calls have no tangible response. DFAT have been most helpful to patient. is there an Insurance Ombudsman? Thanks for your help.
 
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puppysparkes

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Hi joyvee, all details about how to complain and who to complain to should be listed in the policy document itself. The private health insurance Ombudsman only covers domestic health service providers. If you can provide the name of the insurer and policy type I can have a quick search for some info if you like.

Wondering if any one has hints on how to get insurance company to provide tangible accommodation and a new flight home after a period of hospitalisation for an adult travelling alone.. Insurer seems to have lots of words but no tangible outcomes. We know that appropriate documentation has been forwarded to company. Hospital have been most cooperative but hands are tied until company sorts out next steps in repatriation process. Event occurred in Italian city . We have reciprocal Health agreement with Italy. Numerous phone calls have no tangible response. DFAT have been most helpful to patient. is there an Insurance Ombudsman? Thanks for your help.
 

madrooster

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Do name and shame the insurance company too so that others here don't use them, after you resolve your situation...
 

joyvee

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THanks for input. Patient hospitalised on 25th October and is well organised. insurance coy gave undertakings to contact hospital and not yet done so. TA can’t believe how protracted this situation has become.
 

BAM1748

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Agree, need to name and shame them.

I've had good results in the past with this type of thing, in another life used to be the bloke who shouted at the underwriters for action on getting bills paid and then went to recover the patients. Overseas hospitals never like releasing any westerner with insurance cover without getting paid first!
 

puppysparkes

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Before naming and shaming some details need to be established. Not that op is required to, but generally, what gave rise to the predicament, what is the nature of the injury sustained, what is the reasonable and likely recovery period.

That aside, in this age of digital communication, there is no excuse for poor response times.
 

joyvee

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Nor is there any excuse for talk rather than action.
Learnings that others may benefit from:
Check fine print in your entitlements. Some cos give a daily allowance for hospital stays, good idea to leave a copy of your coys Product Dis closure Statement for family reference if it may be needed.
There seems to be company culture of delaying any outcomes. Just stay firm and repeat request for concrete action.
Good idea to nominate family member in case you need someone to negotiate on your behalf. Medical power of attorney could prove useful if traveller becomes unconscious or unable to make decisions.
Don't be verbally bullied stand your ground. Stay focused and be clear about your expectations.
My dad taught me many years ago about squeaky wheels getting the most attention.
More importantly if you are not getting satisfaction, escalate to next level. If still no satisfaction go to CEO or their PA

Others may wish to add to this list. Will add more, including unconscionable behaviour when this episode resolves.
 

puppysparkes

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Please do so we can all benefit from the experience.

A friend broke his femur in Mexico while on a tour 3 weeks ago. They were in the middle of nowhere. According to him their guide was outstanding. All the while the insurance company was regularly communicating with medical practitioners and hospital representatives. They had no issues with communication or the patient journey. Flights and emergency transport arranged. The company did try to stiff them on their return flights. They purchased PE for the return leg but the insurance company proposed that he sit in J, her Y. She firmly suggested aside from her husband being unable to feed himself, a safety issue was evident. Subsequently they both flew J on the return leg.
 
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