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AXA travel medical insurance.

Hello,
I have just phoned AXA insurance (through Amex Platinum card), to find out what my options are in Spain as I have some stomach issues and a woman on the phone told me that I must go only to the public hospitals with my EHIC card, and if I will go to a privat hospital and will be hospitalised they might not pay for that. My question is why on earth anyone would buy AXA insurance only to get from them the above advice? Can they really tell me to which hospital I have to go? I called 7 hospitals in Barcelona and only 2 was able to speak English, both privat hospitals. What I suppose to do?
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