Holiday insurance claim in UK
Discussion
While my family and I were on holiday in the UK for a week, about 150 miles from home, my daughter (3.5 years old) was hospitalised and needed to stay for 9 days.
With a million and one things going through my mind as she went for an operation, I was confident that I wouldn’t be out of pocket on things like accommodation and expenses as I had holiday insurance with my current bank accounts.
I’ve just submitted a claim for about £450 to cover food, drink and a few other expenses for my wife and me as charity-covered accommodation and parking charges while she stayed. Aviva has just refused the claim under the following (taken from their T&Cs, which I missed when checking in the hospital):
We will not cover: Costs relating to any medical treatment received in the UK.
This seems unreasonable and completely defeats the object of having holiday insurance for travelling in the UK; what can you claim for in the UK if you have a medical emergency?
I’m so glad a charity was able to help me out. I dread what would have happened if I had to pay for my hotel, parking, etc.; it would have been over £2k, and I would have no chance of using insurance.
Am I to suck it up? Or fight?
With a million and one things going through my mind as she went for an operation, I was confident that I wouldn’t be out of pocket on things like accommodation and expenses as I had holiday insurance with my current bank accounts.
I’ve just submitted a claim for about £450 to cover food, drink and a few other expenses for my wife and me as charity-covered accommodation and parking charges while she stayed. Aviva has just refused the claim under the following (taken from their T&Cs, which I missed when checking in the hospital):
We will not cover: Costs relating to any medical treatment received in the UK.
This seems unreasonable and completely defeats the object of having holiday insurance for travelling in the UK; what can you claim for in the UK if you have a medical emergency?
I’m so glad a charity was able to help me out. I dread what would have happened if I had to pay for my hotel, parking, etc.; it would have been over £2k, and I would have no chance of using insurance.
Am I to suck it up? Or fight?
Sounds like Aviva has cocked up. There are minimal requirements for medical costs to be covered as we have a free NHS, and you are not claiming for medical treatment. But you mitigated your costs and are just seeking out of pocket expenses just as you would have claimed if you were overseas.
Without looking at your T&C's I would make a formal complaint to Aviva and say that you are happy to escalate this to the Ombudsman.
Without looking at your T&C's I would make a formal complaint to Aviva and say that you are happy to escalate this to the Ombudsman.
I'd go for a complaint, then go to FOS on that one. The wording is "Costs relating to any medical treatment received in the UK", not "Costs incurred as a consequence of having medical treatment in the UK". The costs you're asking for are not medical costs, they're parking and shelter costs.
If anything, FOS will charge them £700 (I think) whether they're right or wrong so you can spite them if you wish.
If anything, FOS will charge them £700 (I think) whether they're right or wrong so you can spite them if you wish.
TownIdiot said:
If it's clearly outlined in the policy then you are in for a struggle.
How much of the £450 is over and above what you would have spent on holiday?
Does the curtailment section of the policy also exclude UK holidays?
My holiday ended while she was in hospital so we needed to leave our accommodation. About £40 a day for 2 adults to eat and drink while away from home isn't unreasonable I don't thinkHow much of the £450 is over and above what you would have spent on holiday?
Does the curtailment section of the policy also exclude UK holidays?
Type R Tom said:
My holiday ended while she was in hospital so we needed to leave our accommodation. About £40 a day for 2 adults to eat and drink while away from home isn't unreasonable I don't think
You should be able to recover the costs of the accommodation you lost following the incidentThe Aviva policy has a section called
At your destination
Abandoning your holiday
This sets out what is and isn't covered, together with the general exclusions
You should certainly be able to claim for the lost days of the holiday.
I am less certain about the food costs as you would have incurred them anyway
I hope your daughter is now much better.
I have only speed read the Aviva policy but as per the replies already cannot see why they won't pay some of your claim ( after deducting the policy excess ) although I doubt as TI has said pay for anything that would have been incurred during the usual course of your holiday but let them decide that not you.
Naturally medical treatment is excluded as we have the NHS.
I would definitely either go back to them directly or their complaints dept ( or both simultaneously by email preferably ) and state again politely exactly what you are claiming for by breakdown of item by amount and saying that having read every page of the 28 pages of your policy document as none of these items are directly attributable to the treatment itself ( which is met by the NHS ) and that you adhered to the original contract condition's ( namely a more than 2 day pre booked holiday ) you therefore believe that they are liable to meet such costs.
Best of luck.
I have only speed read the Aviva policy but as per the replies already cannot see why they won't pay some of your claim ( after deducting the policy excess ) although I doubt as TI has said pay for anything that would have been incurred during the usual course of your holiday but let them decide that not you.
Naturally medical treatment is excluded as we have the NHS.
I would definitely either go back to them directly or their complaints dept ( or both simultaneously by email preferably ) and state again politely exactly what you are claiming for by breakdown of item by amount and saying that having read every page of the 28 pages of your policy document as none of these items are directly attributable to the treatment itself ( which is met by the NHS ) and that you adhered to the original contract condition's ( namely a more than 2 day pre booked holiday ) you therefore believe that they are liable to meet such costs.
Best of luck.
Type R Tom said:
Thanks for the replies. It's what I've been struggling with: Why would everything be covered abroad but not in the UK?
Because in the UK medical treatment is available free.The policy stating it will not pay for mediacl treatment in the UK is there to stop claims for private charged for medical treatment.
As has been said the term medical tretament in the UK is not covered has nothing to do with food ect.
Go back and point it out to your insurere and see what they say.
Sorry to hear about your daughter and hope she is recovering well.
As others have said, check your policy - I know some Bank package policies might not cover Uk travel or if they do with several restrictions. I know I have taken out a policy with the booking company for some self catering holidays in the UK for that exact reason.
If the UK is covered then it does appear unreasonable that out of pocket expenses are not covered though so I would have a good read through of your policy before contacting the company again for an explanation.
As others have said, check your policy - I know some Bank package policies might not cover Uk travel or if they do with several restrictions. I know I have taken out a policy with the booking company for some self catering holidays in the UK for that exact reason.
If the UK is covered then it does appear unreasonable that out of pocket expenses are not covered though so I would have a good read through of your policy before contacting the company again for an explanation.
Update for anyone interested.
Firstly, thanks for the replies; I used some of what I said when I contacted them again on 17th July. On 26th July, they replied saying, "We have calculated your claim based on policy T&Cs: Hospital benefit for 1 day = £50 per 24 hours = £50
A few days later £50 turned up in my current account
I wrote back telling them we were in the hospital for 9 days, on 6th Aug they wrote again saying "We have calculated your claim based on policy T&Cs: Hospital benefit for 8 day = £50 per 24 hours = £400
Today, another £400 was deposited.
So even though it took nearly 4 weeks to sort, they have finally covered my expenses.
Plus, my daughter is now virtually 100% fit, so all's well that ends well.
Firstly, thanks for the replies; I used some of what I said when I contacted them again on 17th July. On 26th July, they replied saying, "We have calculated your claim based on policy T&Cs: Hospital benefit for 1 day = £50 per 24 hours = £50
A few days later £50 turned up in my current account
I wrote back telling them we were in the hospital for 9 days, on 6th Aug they wrote again saying "We have calculated your claim based on policy T&Cs: Hospital benefit for 8 day = £50 per 24 hours = £400
Today, another £400 was deposited.
So even though it took nearly 4 weeks to sort, they have finally covered my expenses.
Plus, my daughter is now virtually 100% fit, so all's well that ends well.
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