Travel insurance: full payout not forthcoming - why?
I received a partial travel insurance payout for curtailed travel (mother in law was on her deathbed so we had to quickly book new return flights).
I claimed for the cost of the new flights. The travel insurance company eventually paid out BUT the settlement figure was over £500 less than the cost of the return flights.
Yes I understand that 2 x £75 excess was removed, so that partly explains it.
I have asked multiple times how this settlement figure was arrived at and every time they reply with "As per your claim's settlement letter, we have calculated the difference between your original and rescheduled arrival flight for 2 travelers."
They will not break it down mathematically and not provide any further explanation. As far as I can see, the "difference" between the new and original flights is the extra amount I had to pay Singapore airlines for the new flights (then the insurance deducts 2 x £75 excess). Today the insurance company has replied:
To confirm that your claim's settlement is incorrect, we kindly ask you to contact your airline provider and claim the original flight bookings, which you were unable to take.
However, if the airline provider states in their resolution report (final letter of your claim), that they will not refund any amount, please send the document to us and we will reassess your claim accordingly.
So...I shouldn't have bothered to take out travel insurance if you were going to tell me to claim my flights back from Singapore airlines?
In any case, I already approached Singapore airlines and have an extensive email trail turning down my request to reclaim the cost of the flights on compassionate grounds - so that is a dead end. I've sent this email trail to the travel insurance company this morning.
Does the travel insurance company have a right to tell me to claim from Singapore airlines? What's the point of paying them for insurance if this is their stance?
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