Travel Insurance

AskQuestion · 18-10-2023 11:18PM #1

Hi,

Just wondering if anyone has come across anything similar. Myself, husband and four children went on holiday to Italy this July and took out Travel Insurance with Chill Insurance, the standard package. We were due to fly back home on a Saturday from Milan with Ryanair but got an email on the Friday that the flight was cancelled, reasons a bit vague, either traffic control or baggage handlers. There were no alternative available flights on the Saturday but when I did get through to Ryanair, they got us flights for the next day from an airport about 900kms away in Bari. We had to take it as the alternative was the next Wednesday from Milan and could not find flights with another airline. I rang Chill Insurance and they opened up a claim and told me to keep all receipts for all expenses involved until we got our flight the next day and I was under the impression that these would be re-imbursed. It took four trains, few taxi and bus rides and an overnight hotel stay to get to the airport in Bari. The cost to us, with meals came to €1,200 approx. I put in the claim and sent in all the receipts to Chill insurance but just got word back that they won't be paying out anything on the claim as they only pay out if a connecting flight is missed. Ours was a direct flight so not covered. I have gone over the policy and cannot find this anywhere. I thought I was pushing it by including the food/restaurant receipts but thought the other expenses would be covered, the train, taxi and hotel expenses. Never mind the stress of getting four children and six suitcases to travel 900kms. I will ring them to try and get some clarity but just wondering if I anyone else experienced this and have had difficulty claiming on Travel Insurance policies. We were also advised by Ryanair to put in a claim with them for expenses, as not entitled to compensation because the reason for cancellation was outside their control and surprisingly enough they agreed to settle that claim for 320.00 euros. A complete surprise. considering it's Ryanair but makes me mad that we paid for Travel Insurance that was of no benefit to us at all.

coylemj · 19-10-2023 11:48AM

Some insurance companies just reject claims as a starter. Ask them if there is an internal appeals process and mention that if there isn't or if you invoke it and your claim is still rejected, you will take your case to the Financial Services and Pensions Ombudsman.

AnRothar · 23-10-2023 05:42PM

Did you check with Ryanair as to what they will cover?

MikeCairo78 · 24-10-2023 03:39PM

https://www.boards.ie/discussion/2058318771/travel-insurance

If your claim is being turned down they should refer you explicitly to the part of the policy whereby they are using to decline. I have had a look online for the Chill policy document but cant find it, whom is the cover with(Chill is only a broker). INdeed you should have been speaking with the Insurers and not Chill in respect of any claim.

JVince · 25-10-2023 12:32PM

https://www.boards.ie/discussion/comment/121258537#Comment_121258537

This is very bad advice.

1 - you need to be sure the insurance is responsible. (in this case it is not)

2 - even if they are you must get a final letter from them

3 - then if you do need to go to the ombudsman it can take 12-18 months

It is the airline that is responsible for all reasonable costs in re-routing. They may not have to pay additional compensation if the reason for cancellation was beyond their control, but they are obliged by EU law (EU261) to re-imburse all reasonable expenses. EG a 3 star hotel, standard restaurant, public transport unless not available.

Once you have the flight number, your reservation number and receipts, Ryanair are fairly quick with reimbursement and you can do it all online. I had something similar in Germany last year and the claim of almost €400 was in my bank account a few days later.

https://onlineform.ryanair.com/ie/en/eu-261

havetoquit · 20-12-2024 09:05PM

I would be most grateful if anyone can advise on this question ref‘ travel insurance company and whether I have any rights.

I purchased travel insurance for a week’s duration from a company yesterday.(2days before travel) This morning, I made numerous calls to the relevant number to declare my pre–existing conditions. All I got was a recorded message that really confused me and gave out more telephone numbers. I eventually called the main office to be reassured that I would be put through to the appropriate agent. A few seconds later, the same person got back to me, casually declaring that the office was now closed until Monday, a day after I land at my European destination!
I am fully aware that the purchase of policies and declaration of pre–existing conditions must be completed before one leaves country of residence. I am just wondering, given that this situation puts me in a vulnerable position, would it be worth calling the company from my destination first thing on Monday and ask them to make an exception and permit me to cover my conditions as from that day. I find it hard to accept that the agent I spoke with could not have helped, given the situation. I found their system of confusing recorded messages very unprofessional and equally so, for an agent to reassure that I would be put through to an agent and then nothing.
There are very legitimate reasons why I could not supply my details until shortly before closing, but the fact remains, that they weren‘t closed when I spoke to the agent. It would surely have been human kindness to just take my details, after purchasing a couple‘s policy from them.

Am I being stupidly naive in expecting an exception to be made?

Thanks in anticipation of a response, even if only to confirm that yes, I am indeed a very naive pensioner in this instance!

Travel Insurance

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