Travel Insurance Claim - payout less than invoice claim

Jay_197

Hi there

A few weeks ago, we were abroad and our baby developed chicken pox. That meant we couldn’t fly home when planned, and had an additional 5 days in country, + extra flights.

Spoke the insurance company who were fine, and said to pay for everything and they will refund. Everything was uploaded whilst in country.

This week, we got confirmation they had approved the claim (wow!) but the payout was about £400 less than the invoiced amounts.

This isn’t due to excess, as that’s already been deducted. The agent I spoke to via email said:

 Your payment was done according to the number of insureds on your policy schedule. Here's the breakdown of the payment according to our calculations

-Additional Flight for 2 paxes £158.85 -Additional Accommodation for 2 paxes £527.28 -Medical Invoice £128.70

-Prescription £31.03

-Total £845.86 - Excess £100

The problem being the additional flights were circa £300, and the accommodation was circa £900. No where does it say in the policy wording that they will pay a fixed amount per person.

The policy states, under what is covered for medical treatment:

Reasonable additional transport and/or accommodation expenses incurred, up to the standard of your original booking (for example full or half board, all inclusive, bed and breakfast, self catering or room only), if it is medically necessary for you to stay beyond your scheduled return date.

And they state they require bills or invoices for any further transport or accommodation.

im going to try and ring them, but recently it just takes too long to get through to a human..

My question is, is this usual? I expected them to refund any ‘invoice’ costs, minus any relevant excess. We are certainly no way near the claim cap either!

Hoenir

Jay_197 said:

 Your payment was done according to the number of insureds on your policy schedule. 

Who was named on the policy cover? 

Jay_197

Hoenir said:

Jay_197 said:

 Your payment was done according to the number of insureds on your policy schedule. 

Who was named on the policy cover? 

Me, my wife and the baby (so all of us)

DullGreyGuy

What does the policy state under the medical section? Normally travel insurance will pay for the ill person to remain and if necessary, one other person with the rest of the group to take their scheduled return.

Ultimately ask the insurer but at a guess they'll argue that the two of you were not covered to remain and one should have returned