Cancelling due to injury - how to claim on insurance

outwood1

I've just discovered that my "sprained" ankle is actually broken and I need a boot and crutches for the next 4 to 6 weeks. I should add that I did it skiing, but didn't know till I got home that it wasn't just a sprain, so didn't contact the insurance company when I did it.

We're due to go to Costa Rica in just over 2 week's time and as its mostly a small group tour with a several hours of walking some days it's not really feasible. To me its the type of holiday that means I can't go - if it was just a 2 weeks beach holiday I'd probably go.

At the moment all I have as evidence of the injury is some notes about a referral to the fracture clinic.
1. There isn't an option to rebook the same holiday in the short term (flights not available) so travel agency have said we should cancel, just notify them and them will issue a "letter of cancellation" for the insurance company.
2. I contacted the company who run the tour and they say they would need a letter from my GP to say I'm fit to travel and also from my insurance company (as the tour leader would need to be sure of their liabilities for me)
3. I've tried to ask the insurance company if this is covered before I cancel but cannot get through to anyone by phone, and emails can take several days they say, so it looks like I have to just risk it.

I'm concerned that I have nothing in writing about the injury and it could be up to a week before the fracture clinic contact me - and then the appointment could be some time after that.   As you can imagine its quite an expensive holiday so I want to be sure its covered before I cancel, so any advice welcome.

   

Alfrescodave

How have you "discovered" that your injury is in fact a broken bone ?
If this has been provided by a qualified medical practitioner then surely this is the necessary information that you use to cancel your holiday.  Definitely need to speak directly with your insurer.

Sandtree

The insurer, once you log the claim, will make enquiries (normally via GP) to confirm your diagnosis etc. Its therefore important that whoever is going to write the report is aware of the nature of the holiday when confirming if you were fit to travel or not. Despite how much doctors charge for these reports (its a private service so their hourly rate applies) they are fairly poor at doing them.

outwood1

Thanks both.

Alfrescodave - yes I am sure its a broken bone rather than the sprain I imagined, I've seen the x-ray. 

As I said I can't contact the insurer other than by email, all relevant phone lines post you to the web. So I'm waiting for an email reply - up to 5 days it says and doubt it will be specific enough. I'm guessing they're geared up to handling vast numbers of Covid cancellations still. 

Sandtree - I was thinking of asking if the tour company could set out in writing the level of fitness needed, that might help get the obvious response that I shouldn't be going from the GP.  That is my main worry, I would be fit to travel in 2 weeks but not to walk 2 -3 hours a day. 

So do I cancel then claim or try to get confirmation from either my GP/ fracture clinic or tour company that I wouldn't be fit enough to do this trip?

Sandtree

It would certainly give me comfort having a letter from a Doctor confirming I will not be fit before doing anything but realistically if you cannot go then you cannot go and so its all a bit of semantics... its not like its borderline and if the doc does say you are fit to go you may chance it.  

These types of letters are not generally considered part of the NHS service and so dont be too surprised if you are asked to pay for it depending on how well you get on with your Doc

Alfrescodave

Do the T&C's of your insurance policy give you any indication as to what documentation is required in order for you be compensated by the insurance company if you cancel the holiday.?

Strange that you cannot contact them by phone but we are living in strange times. Do they have a face book page which might provide a quicker means of contact? 

outwood1

I tried various numbers and options (not the one that made the most sense as that gave a message and hung up!) and finally got through to a "real person" eventually, who passed me to the correct team. Their initial thoughts were that I wanted their clearance to travel!

The advice is:
1. get confirmation from my GP that I am unfit to go on this holiday (call now booked for tomorrow)
2. then cancel holiday
3. then submit claim, hopefully GP having all relevant info to hand (and at a price)

....and then keep fingers (and toes etc) crossed until they pay!

Thanks again, its bad enough to not get on this long wished for trip without listening to hours of musak!

Sandtree

outwood1 said:

its bad enough to not get on this long wished for trip without listening to hours of musak!

Two customers of a former employer submitted Financial Ombudsman complaints about the hold music of our Claims department... so some hate it even more passionately than you. Their complaints weren't upheld.