Don't issue proper quote, but charge hefty penalty to cancel during the 'cooling off' period -Dodgy
Easy to navigate website to get a list of competitive quotes - good so far. Click on chosen company and price, then start filling in the details BUT, oh, wait, one of your travelling party has an 'Existing Medical Condition' - no problem, we will just pause you there and you must ring the number supplied to get an assessment - THEN we will send you a quote, in the meantime, here is your reference number, please quote it when you call. Oh and one more thing, give us all your credit card details first too, so we can process your payment ONLY AF...TER you have agreed to take up the policy, after your assessment. O.K., no problem with that either, they have to know their risk. So you ring and go over their questionnaire with a human, no worries at all. All sorted - you think. Next thing you get is an email with your 'quotation' attached. Now here is where they start to breach Australian Consumer Law, because the 'quote' you get is merely a printout of your answers to the medical questions. It only had the name of the one member of the party who had the medical condition; no other travellers are mentioned on this, so called, quote. There is no price on any page of the 'quote', there is no mention of the level of cover you are buying, not even the amount of 'excess' the policy has, so what am I actually buying here? - But yet they insist it is a 'quote'. Undaunted and naively trusting, I emailed back and said, we will go ahead and process the policy and I will then be able to look over it and make sure it does suit, during the 'cooling off'' period. Their response was to reply with a patronising email pointing out that while there was a 'cooling off' period, once they send the policy, the payment is processed the same day and if you decide to cancel during the cooling off period, "...However, a service fee of $50 + GST (10%) - as well as the relevant bank fee will be charged for any policy cancelled after the documentation has been enveloped for dispatch by us (whether inside or outside any statutory cooling off period and is purely a cost recovery charge for work undertaken and postage etc). As the posting of the documentation occurs the day the policy is issued, we strongly urge that you ensure you have selected the policy best suited to your needs...." So, let me get this straight I said in my reply?. You want to charge me for a policy I haven't seen a final version of, you have not supplied a proper 'quotation' (as detailed above), but I have to pay a big fee if I get the document and find it is not what I was expecting or properly covering my needs? Presumably you have never had this aspect tested legally? If you act like this when I haven't even purchased a policy, how will you be if I have to make a claim? Perhaps you are not the company for me to use? Their reply was brief and as expected, not really a response to any of my questions, but suggested that I was right, perhaps I should go elsewhere for my Travel Insurance.
Travel insurance claim refused
I was forced to change my airfares from Perth to Budapest via London due to flooding in Europe and subsequent cacellation of river cruise. Online Travel Insurance refused to pay for penalty charged by airline for changing destination to Barcelona and forced overnight accomodation due to long transit time.
When they advised me that the claim was refused they then refused to provide an expaination other than it was their policy.
refused to pay simple claim due to the technicality that the river cruise was refunded in full and this was higher value than my small claim for the airfare penalty
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