Advice? Difficult family issue

I will try to make a VERY long story short so please excuse the directness of this question. Let me first explain the situation
- Parents and Grandparents (4 pax total)
- All booked 11 months ago
- 2 in PE, 2 in E
- Annual Travel insurance for all
- Grandfather took ill on last trip - insurance failed to payout
- Now Grandfather too ill to travel this trip
- Dr's note probably available but not requested as yet
- Insurance will not pay out as above
- All tickets either MPM or restricted fares

I spoke to VS premier team who were particularly unhelpful as I did not make the booking, but giving the circumstance it is extremely difficult to get either my mother or grandfather to get to a phone just now

I asked VS Prem team what the options were and I was basically told that if my grandfather is in hospital VS will refund otherwise no-go and it's down to the insurance company. I even asked if we managed to get him to the airport (and it would be obvious he shouldn't travel) what would happen and they said they would refuse him entry onboard and tell him to claim on the insurance.

Now it gets more difficult. My parents are sitting together in PE, my grandmother is still planning on making the trip but she suffered a stroke many years ago and now cannot speak. So in the event that my Grandfather not traveling my Grandmother will have to sit on her own in E unable to communicate for 8 hours. I guess in reality one of my parents would probably end up having to swap with her.

Does anyone have any advise on this situation. It is one of those that is the people involved from VS were to step away from the rule book and look at the situation I am sure they could see the predicament, unfortunately the rule book is king.

Anyway, any advice appreciated

Paul

[Scrooge]

Why wouldn't the insurance pay out on the last trip ?

Get a doctors note, it can do no harm to have one.

Yep, one of your parents should switch with her.

Yes you are right, there are times to throw away the rule book and do whats right...when the airline is facing strike action take care of your most important flyers...I.E VS golds.

Originally posted by p17blo
I will try to make a VERY long story short so please excuse the directness of this question. Let me first explain the situation
- Parents and Grandparents (4 pax total)
- All booked 11 months ago
- 2 in PE, 2 in E
- Annual Travel insurance for all
- Grandfather took ill on last trip - insurance failed to payout
- Now Grandfather too ill to travel this trip
- Dr's note probably available but not requested as yet
- Insurance will not pay out as above
- All tickets either MPM or restricted fares

I spoke to VS premier team who were particularly unhelpful as I did not make the booking, but giving the circumstance it is extremely difficult to get either my mother or grandfather to get to a phone just now

I asked VS Prem team what the options were and I was basically told that if my grandfather is in hospital VS will refund otherwise no-go and it's down to the insurance company. I even asked if we managed to get him to the airport (and it would be obvious he shouldn't travel) what would happen and they said they would refuse him entry onboard and tell him to claim on the insurance.

Now it gets more difficult. My parents are sitting together in PE, my grandmother is still planning on making the trip but she suffered a stroke many years ago and now cannot speak. So in the event that my Grandfather not traveling my Grandmother will have to sit on her own in E unable to communicate for 8 hours. I guess in reality one of my parents would probably end up having to swap with her.

Does anyone have any advise on this situation. It is one of those that is the people involved from VS were to step away from the rule book and look at the situation I am sure they could see the predicament, unfortunately the rule book is king.

Anyway, any advice appreciated

Paul

Hi Paul

Firstly sorry to hear that this situation has arisen.

Assuming you go ahead with the trip .....dealing with your grandmother ... I think you have more or less answered your own question in that if your grandmother does not want to sit alone then im sure the crew would be considerate in letting her swap ? another consideration would be to upgrade the ticket if thats possible.

With regards to your grandfathers booking, I would be inclined to get a medical letter and deal with it in writing, fully explain the situation and see where that gets you, but I have to say that if he is on a restricted ticket the best that he may get is to move the booking.

I know that isnt really a great deal of use to you but I really cant see any other way out, taking into account the insurance issue.

Cheers
Mark

Well apparently the reason the insurance won't pay out is they after my grandfather took ill on the last trip and was confined to a foreign hospital for a week a claim was put in, the insurance company traced a medical condition back to the 1960s which they claim is linked. I think that is harsh myself but tackling insurance companies is difficult.

If the same is true for all insurance companies it probably means that most of are at risk of claims being turned to due to previous medical conditions even if they are 40+ years ago.

Paul

Originally posted by p17blo
Well apparently the reason the insurance won't pay out is they after my grandfather took ill on the last trip and was confined to a foreign hospital for a week a claim was put in, the insurance company traced a medical condition back to the 1960s which they claim is linked. I think that is harsh myself but tackling insurance companies is difficult.

If the same is true for all insurance companies it probably means that most of are at risk of claims being turned to due to previous medical conditions even if they are 40+ years ago.

Paul

I know its of no consequence to your situation now, however I always arrange my parents Travel Insurance (they are on their 70's) and I have a full list of all conditions dating back many years, which are always declared..... It actually doesnt make a lot of difference to the premium but as you have found out if you say 'NO' to a question when you should have said 'YES' they will use the slightest reason not to pay you.

Mark

I used to underwrite Travel Insurance for the Sun Alliance in the late 80's. I agree that everything should be disclosed, if your grandfather sufferred from the condition regulalry, then it would be right to make sure the Insurance Company were aware. However, if the last time he ahd the condition was 40 years ago, it could be said that it was not a regular issue, and the Insurance should have paid out.

With a lot of insurance companies, they reject the first claim if they can, if you pursue it further, they often relent and look a little more favourably.

Sounds a little harsh. Also if the Insurance Company this year is the same as last year, then they knew about his condition, it was declared, and therefore, if they accepted the premium this time, then you should be able to make a claim.

[ChuckC]

I would agree with UKcobra and suggest that you resubmit the claim, challenging the reason for the denial as an attempt to not pay the claim. Indicate that unless the claim is promptly paid you will have to contact a solicitor to get it resolved.

Sorry to learn of your situation. And I hate to say this, but VS probably hears many such stories. As Scrooge has pointed out, your status with VS should cause them to stand back.

Chuck-

[Darren Wheeler]

Have a look at the financial ombudsman site for advice.

[url=http://www.financial-ombudsman.org.uk/publications/factsheets/index.html]