Nationwide Bank Travel Insurance - No certificate so refusing to pay for treatment

dodomoney

Hi I have a question for anybody familiar with Nationwide Travel insurance (or travel insurance in general).

My parents recently booked a holiday to Cyprus, both have Nationwide accounts and pay in over 750+ so receive free travel insurance. (they've had these accounts for many years- I too hold one of these accounts). They both have possession of confirmation letters from nationwide bank confirming they are entitled to free travel insurance. From my recollection of taking out the travel insurance, Nationwide send a declaration/ health questionnaire for the account holder to complete and sign and then return. My parents both recall receiving these declarations and completed them and posted them back to nationwide (sent via standard post- most likely in the freepost envelope that nationwide provide). Having sent the declarations back, they've assumed they have travel insurance and its all done and dusted.

Now fast forward to their holiday last week and my father has taken ill and is currently in a private hospital in Cyprus. The hospital have contacted the holiday insurer who have advised my father's insurance is not yet active as they did not receive his declaration. Apparently he would have received a certificate to confirm he is now insured. I hold the same account and I've also returned the declaration and did not receive a certificate (although I did receive a letter confirming they'd received the declaration and the insurance is now valid). Due to this, my parents are paying approx £700 a day in this hospital, with no discharge on the horizon I'm concerned this bill is going to go in to the tens of thousands.


My questions to the forum is
1) For those of you with Nationwide travel insurance, have you ever received a travel insurance certificate.
2) Can anybody advise if the 'postal rule' applies; that from the moment my father posted the declaration could it be deemed as 'sent'
3) With regards to the hospital bill,the hospital expect my to parents stump up the cash upon discharge. I do not think they will have the money all at once to pay this bill. They dont even have access to their login info for their online banks so even if they can afford it, theres no way they can actually get in to their savings. Is anybody familiar with how private hospitals abroad arrange payment terms? I'm assuming that the contract between them is still merely a civil matter and would not stop them from leaving the country whether the bill is paid or unpaid?

Thanks in advance to any that can provide a bit of help with this.

Robin9

1) I get a Travel Insurance certificate from Nationwide (Flex account) every year.

Are your parents now over 75 ?

Robin9

Does your father's EHIC card give him some cover ?

roddydogs

You have to receive the certificate, to take on holiday with you, just the same as any holiday insurance.

takman

I would never go on holiday abroad without taking a copy of my insurance certificate with me, surely this is common sense!.

magpiecottage

The comments about what roddydogs and tak)man make about what THEY would have done are hardly helpful at the present time.

I suggest that a complaint is submitted to Nationwide in the first instance.

The precautions stated ARE sensible for other readers to take - and I also recommend getting proof of posting (free from the Post Office).

As I say, though, that does not help with the current situation.

dodomoney

Robin9 wrote: »

1) I get a Travel Insurance certificate from Nationwide (Flex account) every year.

Are your parents now over 75 ?

thanks. Do you have to request the certificate? As they've never sent me one and I've held an account with travel insurance for about 10 years now?.

And no, not over 75.

dodomoney

takman wrote: »

I would never go on holiday abroad without taking a copy of my insurance certificate with me, surely this is common sense!.

Pointless comment. Theres an episode of South Park featuring a character called "Captain Hindsight". I suggest you check it out on youtube as you sound just as helpful as him.

dodomoney

Robin9 wrote: »

Does your father's EHIC card give him some cover ?

I think EHIC only covers their NHS type hospitals in Cyprus. I think he'd be fine had he been taken to one of these hospital that is covered by EHIC but they took him to a private one instead. Unfortunately he's now in a condition that wouldn't allow him to travel an hour or so to one of these hospitals covered by EHIC.

I dont know the full story but hotel staff/ reps were the ones to recommend he go to this particular private hospital. I've now found out yesterday that these staff members get invited an all expenses party provided by the private hospital as a thank you for all the patients they refer. I'd be interested to know if this was the closest hospital, or if they've just referred him to this private hospital for their own benefit.

Robin9

AFIK the certificate is produced automatically every Autumn provided the conditions are met - min £750 per month over previous 3 months etc. I've certainly had a new certificate every year, never had to claim it.

I believe the scheme goes back to 2011 and I was offered the insurance - I would have returned the declaration you refer to - and received a Certificate of Travel Insurance which gives a policy number. The notes on the website specifically say the insurance is not valid until you get the certificate.

As you say that you have not had a certificate either I suggest you ring 0800 464 3041 to see what should have happened in your case - perhaps your parents situation is similar. I don't expect the insurers will talk to you regarding your parents insurers.

takman

dodomoney wrote: »

Pointless comment. Theres an episode of South Park featuring a character called "Captain Hindsight". I suggest you check it out on youtube as you sound just as helpful as him.

Well it's not really to do with Hindsight because every holiday I have been on abroad I have taken my holiday insurance certificate with me, so this is something I always think about before going away!.

I also would have made the same comment had you came on here before they went on holiday asking what they should do to make sure the were covered by insurance before they go. It just happens in this instance you are asking after they have been away. So my and others comments will hopefully benefit other people!.

Just remember a lot of people read these forums so I always consider this when I comment. Which means that my comments will not always benefit the OP (aka you).

But if you want some advice that may benefit you in the future make sure that any other policies they have such as car insurance, house insurance etc they have the insurance certificates. If they don't check something as important as travel insurance what other insurance products are they assuming cover them without documentation?