Travel insurance is often seen as a necessary evil when booking a trip, something you pay for hoping you’ll never need. Many travelers rely on travel insurance reviews to guide their choices, seeking reassurance and value for money. But what do these reviews really tell you, and how can you be sure the policy will perform when you need it most? This real-life story highlights the importance of understanding the fine print and what to look for beyond just star ratings when choosing travel insurance.
This summer, a traveler, referred to as PH from Sevenoaks, embarked on a trip to Greenland, a holiday planned as a lifetime experience. Tragically, just two days into the trip, PH received news of their mother’s passing. Understandably, the holiday was cut short, and PH initiated a claim with Big Cat Travel Insurance for £6,000, providing the necessary death certificate and other requested documentation. This is where the seemingly straightforward process became complicated.
The insurance company requested a medical certificate from the deceased mother’s US-based doctor. This certificate was supposed to confirm that the “sole reason for curtailment was due only to my mother’s death” and include details about her health in the months leading up to her death. However, this request presented insurmountable obstacles. PH had never met their mother’s doctor, the doctor was unaware of PH’s travel plans, and legal regulations prevented the doctor from sharing the mother’s medical information with PH anyway. Despite disclosing that their 87-year-old mother had dementia (but was stable) when purchasing the annual policy six months prior, the insurance company seemed to imply that PH should not have traveled given their mother’s age.
This case underscores a critical point often missed in travel insurance reviews: the practicalities of making a claim, especially concerning curtailment cover. While policies promise to reimburse costs for cutting a trip short due to unexpected events like bereavement, the definition of “unexpected” and the required proof can become points of contention. Many travel insurance policies, including the one underwritten by Allianz Partners in this case, offer curtailment cover. However, the devil is often in the details.
Fortunately, in PH’s case, intervention from a consumer champion led to a positive resolution. After reviewing the case and the additional information provided, Allianz Partners agreed to honor the claim in full. The company clarified that the claim was not rejected but “ongoing while we worked to find an appropriate solution to the complexities involved.” This outcome is a relief for PH, but the initial stress and difficulty highlight potential pitfalls in the claims process.
This experience offers valuable lessons for anyone reading travel insurance reviews and considering purchasing a policy. While price and general coverage ratings are important, delve deeper to understand the claims process. Look for reviews that specifically mention claim experiences, particularly regarding curtailment. Consider these key takeaways:
- Clarity on Curtailment Cover: Understand the specific conditions for curtailment claims in your policy. What events are covered? What proof is required?
- Pre-existing Conditions and Age: Be transparent about pre-existing conditions and the age of yourself and close relatives, but be aware of how this might be interpreted at claim time.
- Reasonable Expectations for Proof: Consider whether the required documentation is realistically obtainable in unforeseen circumstances. Demanding a doctor who is unknown to the claimant to certify the “sole reason” for curtailment raises red flags.
- Beyond Star Ratings: Look for detailed reviews that discuss the claims process and customer service responsiveness, not just overall satisfaction scores.
- Seek Help When Needed: Don’t hesitate to seek assistance from consumer champions or ombudsmen if you encounter unreasonable hurdles in your claim process.
In conclusion, while travel insurance reviews can be a helpful starting point, they are not a substitute for carefully reading your policy documents and understanding the claims process. PH’s story serves as a reminder that even with seemingly comprehensive cover, navigating a claim can be challenging. By being informed and proactive, travelers can better choose insurance that truly provides peace of mind and effective support when unexpected events occur.
