Travel Insurance & cutting short a holiday

matey4

I need advice and assistance - not sure if anyone out there is able to help.
My 18 yr old daughter went to IBIZA with her friend to celebrate their birthdays - The trip was a surprise holiday from both parents - so they were booked into a family run hotel in the North!
On the second night, my daughter missed a step coming out of the toilets into a room and badly hurt her foot/ankle. She was carried to a taxi and returned to her hotel and placed ice on it. Overnight the pain was severe, and it was the hotel reps day off, so she got a taxi to the hospital where they x rayed her foot, told her verbally it was broken, and strapped it up in bandages. There were no aides supplied to assist her mobility, nor painkillers issued. On returning to the hotel, distraut and in pain, she contacted the 24/7 helpline that the hotel rep had supplied, and they arranged (at a cost) return flights home early the following morning.
The insurance claim has been rejected, as if a trip is cut short the company either need a medical certificate from the doctor treating her in Spain saying that it was medically necessary for her to come home, or the insurance helpline number should have been utilised and she would have been advised accordingly regarding her situation at the time.
Unfortunately, the insurers did not supply that number to my daughter at any point. We cannot see the policy attached to any emails, nothing was sent in the post, and nothing was provided at the "welcome meeting" by the hotel rep.

Are we just unlucky, or is there any chance that we can recoup anything? I am at a loss as to how to proceed.

Out of interest, we have supplied medical evidence that she was treated in the UK and our GP has also supplied a medical certificate

Jojo_the_Tightfisted

The helpline number would have been printed on the insurance details. How did she pay for the hospital treatment? It would have been quite a lot of money for emergency treatment and x rays. So it is likely that she had her insurance details, or she would have been faced with a very large bill to settle before leaving.

Perhaps she just wanted to come home, and would have done so whether or not it was medically necessary or covered by the insurance?

If it isn't covered on the insurance, it could be worth contacting the tour operator and stressing that she is out of pocket due to incorrect information being given by their rep.

matey4

My daughter was never provided with any insurance details, basically when the "ticket book" turned up it had a reference number on it for insurance purposes, but no insurance details or phone numbers were ever supplied.
My daughter had a europe insurance card which she used so all costs were covered by that at the hospital.
She was unable to get anywhere without hopping on one leg, and was in a great deal of pain. The effort to get food was significant and basically she couldn't leave her hotel room. After coming home, it was 10 days before she could put her foot to the ground.
Maybe we will try the tour operator.

lucylucky

Did her own Doctor or hospital confirm it was broken?

That would be useful