Holiday Insurance

Mands

NickyBat wrote: »

Upon doing some checking, the hospital is totally private!

Which hospital was it?
Mands

NickyBat

bouncyd!!! wrote: »

You really do need to either get hold of the wording or let people know who the policy is with.

Whilst I have sympathy for your situation, as the insured you are responsible for ensuring that you comply with the policy terms and conditions and don't just assume that the policy will respond to a claim.

Please try and provide the info for the experts to have a look at - you will have a document somewhere even if is just referred to in correspondence from your bank. We were with HSBC premier and the wording for the travel formed part of the information that we were sent with the general account info (although this was a while back and may have changed). If you are on online banking you also need to have a look at any changes to terms and conditions the bank may have advised you of online. They have a duty to do this, but you have to read what they say.

I have already said the policy is with axa, i have asked my husband to look for the paperwork so i can do what the others advised.

NickyBat

Mands wrote: »

Which hospital was it?
Mands

It was the royal artemis
Thanks

NickyBat

*******UPDATE********
Have requested that they listen to a recording the phonecall i made to them before i went away, initially they said they have no trace but i spoken to someone else who has now gone off to try and find it!!!!!!
Not looking good as it's my word against theirs!

NickyBat

this is so frustrating, no phonecall back even though the latest girl promised and everytime i ring i get a different person and the previous person i have spoken with is never there so i keep having to tell the whole story again!!!!

jhorsfield30

I've had a experience with my travel insurance company,
Flew out to USA, became ill on the 3rd day, spoke to a medical centre, rang the insurance company to ask about flying home to seek medical treatment. They confirmed it was possible to make a claim on return, as medical fee's would have to be paid up front in resort.
Returned home, made a claim(with GP letter filled out), sent it in, and they are now claiming I didn't seek sufficient medical treatment on resort.
And have to get medical history for my treatments with each of the specialists I'am seeing.
The company I had the policy with, doesn't even assess the claim, and when I complained, that is handled by a 3rd company..
Insane

NickyBat

Tell me about it, i'm not having as quick or as good a recovery as i had hoped and this just isn't helping. I have finally had a call back and they cannot trace the phonecall - so it's now my word against theirs, god knows where i go from here!!
anybody any ideas

huckster

NickyBat wrote: »

Tell me about it, i'm not having as quick or as good a recovery as i had hoped and this just isn't helping. I have finally had a call back and they cannot trace the phonecall - so it's now my word against theirs, god knows where i go from here!!
anybody any ideas

Nicky

You submit a subject access request under Data Protection asking for all records, including a system list of all access that has been made to your policy record. Also a check of their systems that record the calls to see if a call was received from your telephone number. If you have an individual policy record, unless their system was down, the person you would have spoken to would have accessed your policy record. Under FSA rules the Insurance staff have to apply a note to the policy record of a summary of the phone call. So if the telephone call is lost they have some notes as a back up. Most telephone call recording systems I believe do record the number the incoming call was from, if your phone transmits numbers.

Basically keep at them. If they can see that you did contact them and there are no notes on the policy record, then I believe they should accept your word, as to what the content of the phone call was.

NickyBat

Thanks for that huckster, i have been able to access my phone bill and give them the exact time the call was made so they have gone to check (again) and will call me tomorrow!
They have admitted that the name of the person i gave them that i spoke to does exist so that at least is a step in the right direction.

NickyBat

************UPDATE********************
they have found the phonecall i made to them before i went and have agreed with everything that has been said, but apparently their claims dept are saying they "are unhappy" to pay out at the moment., Looks like this will have to be escalated to a complaint.
So even though the helpline agreed i was ok to go and would be covered the claims dept are saying different!!
May even write to BBC Watchdog now.