Nationwide Flex Plus Travel Insurance Claim Rejected

hollie.weimeraner

I've spent 90 minutes on the phone this morning trying to get a claim form sent out.  Looking on the website I can't find any option to email them so just wondering if anyone does have an email address for them please.

hollie.weimeraner

Sorted but had claim rejected despite declaring the condition at screening and being told it doesn't incur any extra cost. Complaint registered and they're now listening to the screening call

Sandtree

hollie.weimeraner said:

Sorted but had claim rejected despite declaring the condition at screening and being told it doesn't incur any extra cost. Complaint registered and they're now listening to the screening call

Was the claim related to the condition? Are you sure they agreed to cover it for no additional premium? There are conditions insurers won't cover and so simply note it on the policy as excluded and it doesn't impact premiums.

Hopefully the call log will support your memory and the decision reversed

hollie.weimeraner

Sandtree said:

hollie.weimeraner said:

Sorted but had claim rejected despite declaring the condition at screening and being told it doesn't incur any extra cost. Complaint registered and they're now listening to the screening call

Was the claim related to the condition? Are you sure they agreed to cover it for no additional premium? There are conditions insurers won't cover and so simply note it on the policy as excluded and it doesn't impact premiums.

Hopefully the call log will support your memory and the decision reversed

Yes she’s had the condition for years and always disclosed it but it’s been dormant until November. They’ve always screened it but I can’t remember previously if we’ve been charged. We both have medical conditions and we’re charged an extra premium but this time this wasn’t included. Fortunately it’s only the deposit and not the full holiday cost of 7k.
Should know within 3 working days.
Its frustrating really as we feel we’ve been as honest as possible. 

Sandtree

We unfortunately both have conditions too, I have the trouble that mine is rare and often not in the drop down list which of cause throws call centre agents into a spin but once resolved never has resulted in an premium increase. The Mrs' are more complex as there are interlinked conditions but generally speaking they cover most free of charge and they simply refuse to cover the other (but don't increase the premiums either).

Unfortunately it could be too easy to focus on the "no additional premium" and skim over the if its covered or not. Did they not send you a letter/email in connection with the medical declarations? Certainly with our packaged annual travel insurance they send a statement of declared conditions each time a new one is added to the list (but don't when they do occasional spot checks which result in no changes).

hollie.weimeraner

Sandtree said:

Unfortunately it could be too easy to focus on the "no additional premium" and skim over the if its covered or not. Did they not send you a letter/email in connection with the medical declarations? Certainly with our packaged annual travel insurance they send a statement of declared conditions each time a new one is added to the list (but don't when they do occasional spot checks which result in no changes).

Yes they did but because they didn't charge for it they didn't include it in the letter.