TUI - Website - Manage My Booking - Travel Documents [+ early check-in via "Flight Extras"]

JGB1955

It looks to me like the policy offered DOES cover cruise holidays - it just doesn't cover the 'extras' such as cabin confinement, missed ports etc etc.  These are usually an add-on.  The basic holiday (and, essentially, medical evacuation from the ship) should be covered by the basic policy.

jimjames

person1804 said:

Comments above appear to be from those "in the industry"; rather than fully objective.

Just because someone doesn't agree with you doesn't mean they are in the industry. I'd say the replies are fully objective unlike the original post that has the emotional attachment of being annoyed with the situation. Some very experienced posters replied, I think it would be worth you taking their comments on board.

Caz3121

person1804 said:

2. TUI and Allianz do not offer such add-ons as described. As stated, Allianz made it plain on that the insurance was "unsuitable for a cruise": that's fairly clear as an indication TUI mis-sold when offering it as part of a package *with* *a* *cruiae*

many people travel on cruises without taking specific cruise add-ons (irrespective where they purchase their insurance)
It is not 'unsuitable' for a cruise holiday - it is unsuitable for those that require cover for missed ports, cabin confinement etc and they tell you that in the policy documents
With any policy seller - they offer you a policy type, you read it and check if it is suitable for your needs (before purchasing), in your case as you want the extras they don't provide so you don't buy it from them and purchase elsewhere
It was mis-bought not mis-sold

MyRealNameToo

person1804 said:

Comments above appear to be from those "in the industry"; rather than fully objective.

1. TUI sell "package holidays". The package sold here is a cruise; not any other type. A "reasonable person" would read enough and trust enough that appropriate insurance is being sold to match the package.
2. TUI and Allianz do not offer such add-ons as described. As stated, Allianz made it plain on that the insurance was "unsuitable for a cruise": that's fairly clear as an indication TUI mis-sold when offering it as part of a package *with* *a* *cruiae*
3. Top-ups. A client or customer should not have to be playing a game on under insurance - especially given all the clever automation that has been possible since 1980s...

In short, negligence on the part of TUI remains in play on the grounds that a reasonable person (the person on the Clapham omnibus / bendy bus) is, statistically, unlikely to be either a travel agent or a lawyer!

The law isnt a matter of objectivity; TUI would be breaking the law if they advised you on insurance purchases as they arent licensed to do os. 

1. non-advised policies are bought not sold. Legally the seller cannot determine if the policy is appropriate for you or not as that makes it an advised sale

2. The policy is suitable for a cruise holiday because it will payout for it if you are taken ill before you travel. There may be better policies sold by others because they have additional features for cruises either as standard or as an optional extra but again their sales staff cannot advise you to look elsewhere. 

3. For many "Top-up" insurance is the customer choosing to play a game because its cheaper to have an annual policy that covers all your regular long weekends away etc and buy an extension for the one "trip of a life time" to increase the limit. Many here have pointed out how much cheaper it was to add a £15k extension to their normal £5k policy -v- either buying a single trip for £20k or an annual policy for £20k. Why shouldn't companies offer something that saves customers money?


Generally those that sell insurance are very nervous of being accused of doing advised sales. Certainly in my consumer days an agent was disciplined for gross misconduct when a customer called up saying he'd come into some inheritance and wanted to get a Ferrari for a couple of years but needed to check what the insurance would be on it first. The agent said something like "wow, thats a nice car", which as he worked in motor insurance Compliance deemed advice hence he was hauled infront of HR and given a final written warning. (Later revoked when the CEO argued it was a statement of fact not advice)

eskbanker

jimjames said:
Some very experienced posters replied, I think it would be worth you taking their comments on board.

Does it cost more to take comments on board?

sheramber

Not everybody goes on excursions. Some people prefer to stay on the ship. 

They don’t want to pay extra for something they do not need. 

I am amazed at the variety of jobs the people who reply to posts have. And all at the same time!

NoodleDoodleMan

JGB1955 said:

It looks to me like the policy offered DOES cover cruise holidays - it just doesn't cover the 'extras' such as cabin confinement, missed ports etc etc.  These are usually an add-on.  The basic holiday (and, essentially, medical evacuation from the ship) should be covered by the basic policy.

I reckon that explains things clearly.

What TUI is offering will be adequate - with the exceptions of compensation for missed ports and confinement due to illness etc.

This additional cover is almost invariably and extra premium from other cruise policy providers. 

person1804

I think what you perhaps all miss is:

1. I did check; hence the calls!
2. I did call Allianz
3. The representative from Allianz (the insurer that TUI pushed) *themselves* said the insurance was unsuitable - and also were unable to follow up/ deliver on promises/offers made on the website (e.g. to "top up" or adjust for medical details)
4. I am a jolly sceptical person
5. The negligent (misleading) presentation on the website - as judged by the representative of the insurance firm himself - caused lost time (and I am a busy person - hence the delay in responding to the above!).

person1804

Many people (including me) prefer more certainty than that. The TUI website was pretty negligently managed over the two weeks or so before our holiday and hence wasted my time and the time of anyone in a similar situation who (in no way *un*reasonably) relied on what it was showing / requiring.

NoodleDoodleMan

I don't think TUI have a case to defend.

It could be referred to the Ombudsman, however I doubt they would support a complaint.