holiday disaster and travelsafe

jacques_chirac

Have you emailed Amber snowpup? It sounds like they want to help. Keep us updated

snowpup

I wasn't asked to agree with anything. I don't think the situation was calm enough, or that we had the time to sit and make decisions. It was a life or death situation. They just took him and left us!

snowpup

Moto2 wrote: »

Have you seen the response from Holidaysafe Representative above?

I have thanks. I sent them a long e mail this morning, explaining the whole thing. Saying that, we have previously given them all this information.

richardw

My guess is that this is just a 'relevant documents missing from a paper trail' thing and when the documents materialise things will get sorted.

snowpup

jacques_chirac wrote: »

Have you emailed Amber snowpup? It sounds like they want to help. Keep us updated

I have emailed Amber this morning, thanks. I have gone into great detail on the whole story, so hoping they see something in there that makes them realise they have acted unreasonably. I think with these insurances every claim has to be looked into very carefully.And there's no point in having insurance if you then find out that the only hospitals you can use are ones that don't have the facilities you need. I think insurance companies maybe need to do a bit of research into hospitals and the facilities they have, particularly in less developed areas, and adapt their cover/ policies accordingly. We obviously had no choice into where my husband was taken on this occasion, but of course, if there had been a public hospital with the necessary facilities, and we had been given a choice, he would have gone there.

snowpup

peachyprice wrote: »

The thing I find very strange is that the the hospital let you leave without paying, therefore they must have also believed from their conversations with Holidaysafe that they were going to be paid through your insurance policy. Otherwise they would have held your husband there until you had made arrangements for payment.

That was the impression I got too. We had to pay the excess before they let him go, which I seem to recall was £60. The morning after it all happened, and I took the insurance papers to the hospital, the lady spent over an hour dealing with holiday safe, faxing documents, faxing reports from the cardio specialist, and speaking on the phone to the insurers. By the end of all that she assured me that all was sorted. I cant quite get my head around what has caused the insurers to change their mind!

peachyprice

richardw wrote: »

My guess is that this is just a 'relevant documents missing from a paper trail' thing and when the documents materialise things will get sorted.

I think you could be right. Someone at Holidaysafe led the hospital to believe they would be paid, they just need to find the paperwork that person generated.

richardw

snowpup wrote: »

...I cant quite get my head around what has caused the insurers to change their mind!

They might just have an important bit of paper missing, perhaps liaise with holiday safe to get to the bottom of the problem.

snowpup

I can't thank you all enough for all your advice and support. It's the first time I have used this forum, and I posted just in the hope that someone might know if there was anything we could do. You have all given me the courage and belief to try to get the insurers to look at this again. I hope we do manage to get this resolved- it is causing us all way too much stress. Thanks again.

Holidaysafe_Representative

Dear Snowpup,

Thank you very much for taking the time to send me your email.

Our appointed emergency service is Emergency Assistance Facilities, so I will be discussing this case with them. As there are multiple agencies involved in this case, I’m sure you can appreciate that it may take me a short time to get a complete update.

We cannot discuss details of on-going cases in an open forum like this, however please leave this with me and I will investigate. In the meantime, please feel free to keep asking for advice on this forum, or email me directly at the Holidaysafe address you used this morning.

Once again I would like to apologise for the stress and inconvenience that this situation has caused you.

Kind regards,

Amber.