Virgin travel insurance

Islamoradadave

Hi Anyone use Virgin(Money)Annual Travel insurance (Medical Condition Cover) ?? Save yourself the possibility of an incredible amount of heartache and DO NOT RENEW IT!!!
one of our party insured with Virgin's Travel insurance offering complete with additional Medical Conditions cover for previously disclosed conditions.
& after many years of uneventful travel with this insurance had a minor brush with their disclosed medical condition while on Holiday in the US earlier this year, this involved a brief visit to an ER in the US for support where the young lady in question was monitored and tested for a few hours, no treatment was required or given and the Benign(disclosed) condition resolved itself within those few hours, further tests showing that no treatment was required and that the person concerned could happily resume their travels as well as they were prior to the impromptu visit to the ER. That's what we pay insurance for isn't it these little "surprises" The case Handler for Virgin(Global Excel:mad: in the US case handlers for Virgin) closed the case at this point. Imagine then the surprise to be called 3 days later and being informed that we were to be repatriated with immediate effect, no discussion, no input, no insurance if we did not accept the offer within 24 hours and of course no reason to be repatriated??????:eek: The next 6 days of HELL and being screamed at by Global Excel staff giving 30 minute ultimatums etc was caused apparently by someone somewhere in a medical team not being able to understand basic follow up instructions on the discharge document ie follow up with your GP in a week or so, and then once this had been challenged and resolved by us & the ER(who couldn't believe the stupidity of the company trying to repatriate a completely benign condition for a mistake)(note no help from Virgin or Global Excel) Repatriation was now still happening because someone couldn't read english and read "failed stress test" instead of what was actually on the document which said felt a little stressed being in the ER away from home, and even when this was disputed and their understanding corrected they still wanted to fly the young lady in question home until a specialist certified that she was ok to be there and did not need flown home. which ended 6 days of Misery, Stress and living out of a suitcase.
other than the obvious clerical errors etc that lead to this disaster it appears that Virgin and perhaps more importantly their partner in the US Global Excel are obviously insuring conditions they don't seem to understand and their only recourse seems to be repatriation rather than risk any further expense. :mad: this complaint with Virgin is now at the 8 week mark and the only correspondence from them has been an acknowledgement of the complaint and a not resolved yet letter at 4 weeks, If you have medical conditions you pay extra to cover on holiday insurance do not be tempted by Virgin's extended cover .sometimes you do get what you pay for, go to a specialist provider as detailed elsewhere on this site even if it costs more do not use VIRGIN you have been warned:mad::mad::mad: