Hope you never need it but CC Free Travel Insurance can work very well - just check what is covered
Had unbelievably good result from Citi CC travel policy thru Zurich twice - I could not have hoped for better or more thoughtful service - first one 1996 vintage! More than everything covered. The second one in 2005 could not possibly live up to the standard the 1996 one set - but it was close.
Important to be prepared. I had got a copy of the policy document as soon as tickets purchased (I knew you had to purchase bulk of airfares to qualify from normal Citi T&Cs). Read through it a couple of times, rang once to clarify a couple of questions (not covered if you ski off-piste). Always get an updated copy as soon as tickets purchased. Citi no longer provide hard copy (used to be 1/2 width A5 size fitted easily in AMEX FX pouch) so have to print off as A4 and then cut down to size if pedantic.
Typical advert for insurance company - wife comes down with pneumonia on Christmas Day in the mountains of Austria when Siberian winds sweeping Europe. She'd had a cold for two or three days but no temperature, just half a box of tissues. Set the scene - Temperature -18 to -20 before wind chill and BA had left us stranded in the cold the night before due to flight issues (theirs) and despite promising they'd have staff to help us transfer on arrival - everything was shut. We ended up on the open train platform at Munich for 5 hours, the next day Xmas. Finally got to valley at 10.30pm Dec 24 where we were supposed to stay but my wife was not well, small hotel family treated her like their daughter - stayed inside in the warm through Xmas morning but she continued to get worse.
BTW - she hates going to doctors - would rather die first (nearly did) - when she got to the stage of barely able to say one syllable - I over-ruled her and went to get the Dr in.
Trouble is the local doctor's English was only marginally better than my German (abysmal) but he made it clear that this was serious. My wife was the fluent speaker.
Had Citi Gold Visa, had brought the policy doc with me (Zurich was the insurer) and rang the number listed.
Was asked for my Austrian hotel number so they can call me back (cuts cost of hotel calls claim - cynical thought at the time)
Rang back within 3 minutes by Sydney based doctor who spoke German (I was impressed at 3am Sydney time on Dec 27). Local doctor spoke to him, 2 minutes later ambulance called to transport to Innsbruck Universitat Clinic (think Prince of Wales in Sydney etc).
Arrived there about 90 minutes later where the receiving Dr said he'd been called by Sydney Doc, given details in advance and altered treatment accordingly, had arranged for excess to be paid by Zurich so I'd not be short of cash on Boxing Day and message to go find the nearest hotel room and to get the hotel to call the same number to arrange for fax of commitment to pay etc.
Many hours later (8 or 9pm) the Dr said should be OK now, responding to antibiotics etc I went searching in the dark for a place to stay. 20 minutes later found only apparent hotel (5 star as it turned out) and asked for a room. Fully booked sorry then I ran through the story and they said I could have the "manager's room". Wife 5 days (2 IC, 3 recovery) in hospital, not fit to fly and only able to be released into suitable conditions.
Told Dr where I was staying - Yes, that's suitable. Went back to hotel to ask about getting some extra towels etc and they said they'd move us into a small suite while my wife recovered (at no extra charge despite Zurich paying the bill and price being 5x my room rate)!
We were there for another 3 days. Lady at the desk, who'd let me in and then upgraded us, refused a tip (in envelope so she'd have been surprised as it was a large number of largest denomination Austrian Schilling notes).
Zurich had arranged for us to fly out of Innsbruck to connect with Qantas from Frankfurt, arranged for us to to get access to BA business/First lounge for 4 hour wait as well as BA staff (no Q there) to help with wheelchair etc.
Arrived at Frankfurt - yet again BA no show - got a wheel chair, went to BA info and asked what was happening.
BA - news to us.
So rang Sydney, the Zurich person apologised, told us a name that he had on fax from BA Frankfurt, I told BA staffer the name.
BA - they're not here, we can't help you, your flight is on Qantas.
Zurich - sorry for this issue, there is an airport hotel (4 star from memory), I'll call and fax them so by the time you turn around, walk about 80m to your left to the lifts, take it up to the zth floor, turn right, go through the glass doors - they'll be expecting you. Don't bother with BA it's not good for your wife to be stressed. The directions he gave were that specific and correct - this was pre-internet as well remember.
Sure enough, one of the hotel staff was coming to the glass doors as I came out of the lift with my wife in the wheel chair, called out to me by name and took us straight up to a room, no sign in etc. He ran through details that he'd been told by the Zurich contact etc, he would monitor our flight's status and come and get us when we needed to leave to board, would we like some food. Absolutely brilliant service.
Sure enough within a few minutes after that Zurich rang to ensure all was OK, that they had contacted Qantas Sydney operations base to ensure no possible further problems and to confirm our luggage would be in Sydney when we were.
A few hours later (Q flight a little delayed) about the 3rd call from the hotel person updating us on the flight timing etc he said he'd be up in 20 minutes to escort us to security and that Q was expecting us. He was either worthy of an academy award or he genuinely cared.
As we were thanking him for his efforts and futilely trying to give him a huge tip (all the Deutschmarks we'd been planning to spend later on our holiday). He refused and said to keep it for when we could come back for the holiday we'd missed out on.
Got to boarding gate easily, and no rush. Two Q gate staff (actually BA personnel) walked out to meet us and said that my wife could not fly as she was unwell.
After a 'quiet discussion' (never raise your voice - you've lost if you do) they changed their mind and upgraded us to business.
When the real Q staff turned up to open the gate for boarding they took us on first and did a brilliant job (including for the refueling stop) the whole way. Got back to Sydney, a Q staffer helped get the bags for us and took us to the taxi (my wife very embarrassed to be wheeled out in a wheelchair).
Citi CC Insurance - worked brilliantly
Zurich personnel - could not have been more professional and always went the extra step. Total cost to us AUD300.
Real Q personnel - also brilliant
BA $&^%9 - CENSORED
PS: In 2005 in Austria, another skier cut off our 5yr old son forcing him into a wooden barrier (I saw it happen as if in slow-motion), bit through all but 4mm of tongue (gap due to his recently fallen out front tooth), wooden crossbar at exact height of gap in his helmet so made contact with forehead. Yes - you guessed it - this was supposed to be our return holiday to make-up for the 1996/97 problem.
Zurich again did top job. Sent us to newly built hospital, staff expecting us, follow-up call. Only difference from 1996 was I paid the excess at the hospital.
Even better at hospital they thought since so young that he'd need a general anesthetic to sew his tongue back together but tried a local first, one tear only from son's eye as 16 stitches (32 holes!) were done. Scans showed no head/brain issues, no concussion but terrible news (from son's point of view) no chocolate for a week.
Back to holiday home within 5 hours of accident & son asleep. Woke up next morning & came to see us wanting to go skiing. Knowing how keen he was on skiing, we'd asked the Dr and she'd said if he wanted to then to let him but make sure we protect him.
Walked down to Gondola station and 'mountain telegraph' had been efficient (senior ski instructor's wife ran the place where we were staying), the lift operators came over as we walked up and made a huge fuss etc, he got treated like a star for the rest of the week. We went to tell the school that we'd take him out of the school for the rest of the week and look after him and were very firmly told that he'd been hurt on their mountain and they were going to make sure he had a great & safe time for the rest of his stay. That is just what they did. There were always two ski school instructors with his group of 4 children - one of the normal children's ones as well as the 2nd in charge from the Ski School who skied slightly behind our son for the next 4 days and rode up with him on every lift etc. Tongue healed up fine, stitches dissolved and chocolate withdrawal had no permanent effects.
So hope we do not have a 3rd claim...
