Emergency line unhelpful. Claims process straight forward.

When I had first been told my flight had been cancelled it was after midnight so I called the emergency line & instead of being told in the first place I had called the wrong line and would need to follow up with the claims team, he first asked about my situation even though I had first offered to provide my policy number. After advising of my cancelled flight he then asked for my policy number then asked me to repeat my situation again then he put me on hold for over 5 minutes then came back to advise me he couldn’t assist & advised me to follow up with the claims team and provided me with an Australian ph number even though I had told him I would be overseas. Throughout the call he sounded asleep, hence me having to repeat myself and instead of it being a 2minute call it took over 10minutes. It would’ve been a helpful experience if he had been actively listening & there was a structure to the call so I didn’t leave feeling like I had wasted my time. I had no issues with claims process it was straightforward.

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