Travel insurance - the process of changing itinerary due to injury

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Never made a claim on Travel insurance (TI) before

Context:
Travel party 5
Next travel sectors,: Shinkansen Nagano - Kyoto, Kyoto 3 nights, Shinkansen Kyoto - Tokyo and Tokyo -NRT
Flights: NRT-KUL-SIN-SYD (20Feb)

1/5 in travel party - fractured tibia requiring plaster and crutches and surgery back in Australia

Have medical certificate certifying fitness to fly, but did not say J seats required or when return flight should be undertaken. Everything in Japanese so unable to understand what anyone says.

Want to book earlier QF HND-SYD QF26 direct in the next few days. (JL/NH 2x price of QF for same day)
Ive asked TI to approve this which will cost circa AUD$6500 for 2 passengers (1 as escort)

What do other TI do?. Seems like mine is more reactionary than proactive - just acknowledging my claims and the information I sent. they have not said "Ok this is what we recommend"

Regards

QS
 
Perhaps the first step is to get the medical certificate translated? At the very least send it to your TI provider, they will need it to determine what they're going to do and will have the people to translate the certificate.
 
TI agent: "Can anyone in hospital write the medical certificate in English"
Me: "Its Japan"
TI agent: "Its not helpful that they cant write it in English"
Me: "Well its Japan, Ill send it to you anyway. can you translate it please"
 
TI agent: "Can anyone in hospital write the medical certificate in English"
Me: "Its Japan"
TI agent: "Its not helpful that they cant write it in English"
Me: "Well its Japan, Ill send it to you anyway. can you translate it please"
When our son’s friend had an awful accident in remote Thailand, the Travel Insurance Company (TID) provided a Thai translator and they would speak to the Hospital who did not speak English and then translate back for the Family in Australia. Contact the Insurance company again and they will should sort it out.
 
Didnt start off well with our TI
Was on hold for 2x20minutes direct calling to AU (no local JP contact number) before giving up
Asked a friend to call within AU on our behalf and told them to call me. Which they did. No offer of translator.

TI said get medical certificate and specify "fitness to fly" and recommendations for treatment. Thats it
 
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Never made a claim on Travel insurance (TI) before

Context:
Travel party 5
Next travel sectors,: Shinkansen Nagano - Kyoto, Kyoto 3 nights, Shinkansen Kyoto - Tokyo and Tokyo -NRT
Flights: NRT-KUL-SIN-SYD (20Feb)

1/5 in travel party - fractured tibia requiring plaster and crutches and surgery back in Australia

Have medical certificate certifying fitness to fly, but did not say J seats required or when return flight should be undertaken. Everything in Japanese so unable to understand what anyone says.

Want to book earlier QF HND-SYD QF26 direct in the next few days. (JL/NH 2x price of QF for same day)
Ive asked TI to approve this which will cost circa AUD$6500 for 2 passengers (1 as escort)

What do other TI do?. Seems like mine is more reactionary than proactive - just acknowledging my claims and the information I sent. they have not said "Ok this is what we recommend"

Regards

QS
Hope it can be sorted soon though it sounds like you have already been in contact with the TI company and they don't sound very helpful. You may need to book the flights and then claim later rather than rely on them to make the arrangements. Just interested to know if the TI is with one of the big companies or CC TI?
 
Hope it can be sorted soon though it sounds like you have already been in contact with the TI company and they don't sound very helpful. You may need to book the flights and then claim later rather than rely on them to make the arrangements. Just interested to know if the TI is with one of the big companies or CC TI?

I'll reveal the TI name once all claims are reconciled back in AU.
At the moment, interested in people's experiences in the process
 
Last edited:
My mother broke her arm in Paris and the TI rebooked her and Dad on an earlier flight home with an empty seat in economy!
 
I'll reveal the TI name once all claims are reconciled back in AU.
At the moment, interested in people's experiences in the process
I think they need to do more. Sounds like they’ve fobbed you off. Asked to speak to their supervisor. Maybe even a Tweet, much as I loathe twitface but it makes your issue more public.
 
My mother broke her arm in Paris and the TI rebooked her and Dad on an earlier flight home with an empty seat in economy!
What was the process in getting the flights rebooked.
Did your parents book it and claim back or did the TI say "this is what we will do"

Our TI policy says only they will pay for 1 person to escort the injured passenger. So in a travel party of 5, 2 fly back early, and the other 3 continue on their itinerary
 
Mum had been told by the doctors at the hospital in Paris that she needed surgery on her arm "soon", so she was offered early repatriation by the insurance company. As it turned out they only came back a few days earlier than expected and I believe the extra seat was offered proactively by the insurer and not requested by them.

The insurance company organised everything for them, and emailed through a new itinerary etc.
 
Were the original flights in J? Most TI policies states that the flight booking must not be in a class higher than the original flights. e.g. cannot book J flights if original flights were in economy.

In our case (delayed because of cyclone) I had to book and pay flights up front and claim later.

Try and get them to email their answers to you questions. In our case we needed the email correspondence to confirm what was said.
 
Were the original flights in J? Most TI policies states that the flight booking must not be in a class higher than the original flights. e.g. cannot book J flights if original flights were in economy.

In our case (delayed because of cyclone) I had to book and pay flights up front and claim later.

Try and get them to email their answers to you questions. In our case we needed the email correspondence to confirm what was said.
I think that depends on the repatriation. If it is decided by the TI to repatriate someone to Australia and the only way they can do that is in J then that is what will happen. But all of this is decided by the TI company. I’m surprised they are not helping out here. Doesn’t make sense. Usually once there is an injury they take over management.
 
thats the TI's job

Interesting that people are agreeing with this without knowing who your coverage is with and thus being unaware of the T&Cs.

This sort of language is far from unusual:

Make a claim - Defence Health

  • Have your documents ready- this includes things such as police reports, valuations, medical reports, original receipts or proof of purchase and ownership.
    - If documents are in a language other than English, Allianz Global Assistance may ask you to have them translated.
 
Interesting that people are agreeing with this without knowing who your coverage is with and thus being unaware of the T&Cs.

This sort of language is far from unusual:

Make a claim - Defence Health

  • Have your documents ready- this includes things such as police reports, valuations, medical reports, original receipts or proof of purchase and ownership.
    - If documents are in a language other than English, Allianz Global Assistance may ask you to have them translated.


I just searched my TI company and found this.

1D717675-A4DA-4355-B2BB-7A817C69B9D8.png
1D4E97F1-6C26-4783-9AE3-FE1B06458805.png
 
I note that InsureandGo also say:

If you need to make a claim,we will require you to:
  1. a) provide us with original invoices, receipts and other vouchers relating to your loss or expenses. It is the responsibility of the insured person to provide receipted proof of value for any lost, stolen or damaged items.
  2. b) produce your Policy Schedule.
  3. c) provide us with all the information we require in
    English or officially translated into English.
 
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