- Overall
9.5Overall
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Claims Experience
N/AClaims Experience
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Value for Money
10Value for Money
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Customer Experience
9Customer Experience
Needed support and information
Hi there, the day before we were due to return, my daughter was sick. I was looking to speak to someone to get advice regarding my options if she was unable to fly the next day. I tried the "emergency" number that was on the voice message for after hours and the number did not answer, instead I got a recorded message asking me to leave a message. This was not an emergency as such, however, I was faced with not being able to travel home due to a sick child, and needed to understand my options - what if we couldn't fly - what would happen to our flights? Did I stay with her and the rest of the family fly home? Could we stay at the same accommodation or did we have to move? Did I need to travel to a doctor for a medical certificate? She was feeling too unwell to travel at that time. I was really worried about her. These were all questions I needed to know. I found that disappointing and thought to myself - what if this was a real emergency and I needed help immediately and I had to leave a message. So, as a suggestion for improvement, it would be great if it was very obvious what number to call from overseas when I took out the policy, so it was easy to find when under stress or pressure, and would be great to have a person to talk to - even if it was a paging service that advised me someone would be in touch within 15-30 minutes, etc.
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