Disappointed

I was really disappointed with the handling of my travel insurance claim. The lack of transparency and informed financial consent is astounding. In healthcare, informed consent from patients is critical and I don't understand why the insurance companies get away with it time and time again. My luggage was lost on the way to my holiday and my insurance policy had an allowance for replacing essential items. I called them personally to understand the process, read the policy on lost and delayed baggage and agreed to the 300 dollar excess. On return and submitting my claim, they tell me I have to send back all items purchased plus pay the 300 dollar excess. I don't understand where the value for me was in this process? It just ended up costing me more money - had they given me accurate information I would have chosen a different path. The customer service is very obstructive - no empathy or understanding. When choosing your travel insurance, I would strongly advise a different company - I know some of them have structures that offer you a daily allowance for lost or stolen luggage and they certainly don't make you send back your old and used items in the end!

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