Hours to live
An insured traveller sought Intana Global’s urgent help when she heard that her father was expected to die imminently. Although she was unable to claim on her insurance policy immediately, we investigated the fastest and most cost-effective flights, and advised on luggage to optimise transfers. Although she had to pay for her flights in advance, our advice gave her the best chance to see her father alive. We were successful in recouping her expenses at a later date.
The whole story
One area of cover on many travel policies is curtailment. If a close relative becomes ill or dies while the policy holder is travelling abroad, the policy will cover emergency return travel arrangements. The problem is matching the policy holder’s need for urgency with the insurer’s requirements to meet the policy conditions – which might include time to obtain medical reports on the ill relative, for example.
We were contacted by a woman travelling in Spain, who had heard that her father had suffered a massive stroke and was not expected to survive the night:
- We explained that we were limited by the conditions of her policy, and that therefore she would have to pay for the travel herself initially
- However, we investigated the best and most cost-effective flight options for her
- Our 24 hour travel agent found an early morning flight from her hotel in Tenerife to Madrid, that connected with a flight to get her to London Gatwick at 13:50, at the best price
- Because she had to check in for the second flight with only 50 minutes to spare, we advised her to carry only hand luggage, and arranged for our travel agent to purchase her tickets
- This payment arrangement meant we could manage the claim against her policy at a later stage
The traveller took our flight advice, and made it back in time to see her father alive. Further work was then carried out to successfully recoup her expenses.
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