News :

Joy over holiday insurance claims

A POX on insurance company Axa for not helping three-year-old Emily Stansfield and her dad David when they needed it.

The company refused to pay for an extra night’s accommodation when Emily was recovering from chicken pox on a holiday in Florida.

But the money was paid after my intervention.

David, of Jarrow, South Tyneside, said he stayed behind with Emily when the rest of the family returned home.He said: “The insurance company paid for the flight home and most of the accommodation.

“But we were moved for one night and the money for this extra night was taken off my credit card without my knowledge.

“Needless to say, I have no receipt but I do have the credit card statement with the transaction itemised.”

Axa told David they were unable to meet the claim because they do not accept credit card statements.I told Axa about his problem and had good news to pass on.

A spokeswoman said: “We would like to apologise for the level of service Mr Stansfield has received.

“Axa and its suppliers aim to provide customers with a high level of service and in this instance we accept this has not been the case.

“Mr Stansfield has been sent a cheque for the full claim amount of £487 minus the claim for clothes, toiletries, and loss of earnings as these are not covered within the terms and conditions.”

Meanwhile, a barney over holiday insurance was sorted for Arthur Barnaby.

He said a holiday had to be cancelled when his wife’s brother died the day they were to travel.The holiday was booked through Sunderland-based Hays Travel.

Arthur, of Lanchester, County Durham, said a claim was sent to the insurance company but was turned down.

He said: “We were told the claim was refused because we had not told them of Richard’s illness.

“But we didn’t know about it and the doctor’s report said death was not expected.

“I feel we are banging our heads against a brick wall and would be grateful for any help.”

I passed the complaint to Caroline Hays, communications manager of Hays Travel.

A couple of weeks later, she said: “You will be pleased to hear that we received notification today of the insurance company’s decision to pay the client’s claim.

“The client’s claim is worth £831.84 so, minus the excess, the client will be receiving £711.84.

“The decision was reversed after we spoke to the insurers again on Mr Barnaby’s behalf.”

The last word goes to Arthur.

He said: “I find it remarkable that you achieved this in such a short time compared with the seven months it took us without any result.”

Source : http://www.moneynews.co.uk/