Interesting experience with claim on travel insurance from CC's

[luxury-lizard]

Way back in June while travelling in Europe our holiday unit in Split, Croatia was broken into (I posted the long sad story on another forum at the time). Well we have now finalised the insurance claim(s) as follows:-

AmEx (underwritten by Chubb) - paid out for the following:-

• Emergency passports and replacement passports once we returned home
• Cash (CHF, EUR, and AUD to a value of >$1500) - more than the documented limit
• Wallet
• Jewellery (necklace, rings, earrings) without the requested/required receipts
• Clothing
• Suitcase

but AmEx / Chubb would NOT pay the following:-

• Car keys (>$2000 believe it or not - never misplace your high tech car keys)
• House keys / locksmith
• Hire car to drive from Split to Zagreb to get emergency passports (nearly $1000 including petrol & tools)
• Missed day trip from Split ($250)
• Missed day of pre-paid accomodation (close to $1000)
• But they did waive the excess

So after getting this claim settled we lodged another claim for the unpaid items with VISA Travel Adventurer card unwritten by Alliance - they paid out on everything but the locksmith to change our unit locks (and did deduct the $250 excess).

 

[opusman]

Interesting, what was their reasoning for denying the hire car to replace passports?
Also I'm surprised they wouldn't cover the car keys, you'd think these would just be treated like any other valuable item.

 

[luxury-lizard]

Interesting, what was their reasoning for denying the hire car to replace passports?
Also I'm surprised they wouldn't cover the car keys, you'd think these would just be treated like any other valuable item.

The reason for both the hire car and car keys was "not covered as per the policy" - they weren't excluded but it weren't included either - seemed somewhat unfair to us BUT they did payout on some expensive jewellery without receipts which is a stated requirement - fortunately I found some photos with me wearing the jewellery. Lesson learned never bring jewellery on holiday.

 

[theblank]

Well if its not covered in the policy it means that they dont pay for it.
AMEX/CHUBB definitely omits several covers in its policy that others cover.

I am curious why you had to pay for the change of locks on your accomadation. surely tthats the owners responsibility.

 

[luxury-lizard]

I am curious why you had to pay for the change of locks on your accomadation. surely tthats the owners responsibility.

It was the change of locks on our unit in Sydney as our house keys were among the stolen items (safe ripped out in our holiday apartment containing all our valuables and travel docs). Replacement keys were not aption as my driver's licence was among the stolen items with our home address.

 

[coles525]

It was the change of locks on our unit in Sydney as our house keys were among the stolen items (safe ripped out in our holiday apartment containing all our valuables and travel docs). Replacement keys were not aption as my driver's licence was among the stolen items with our home address.

portable contents insurance for your PPOR / Syd unit?

 

[luxury-lizard]

portable contents insurance for your PPOR / Syd unit?

Possibly but this item was relatively low cost ($300) compared to many other items - overall we're very happy with the outcome.