HEARTLESS, LACK OF EMPATHY, AND INSENSITIVE!!

HEARTLESS, LACK OF EMPATHY, AND INSENSITIVE!!

I paid a total of A$596 for SCTI travel insurance for the period of March 28th 2017 to the 1st if November 2017. I departed my home town of Yinnar, Australia March 29th to return to to my working holiday in Whistler, Canada.

It was the night of June 18th I received a call from my mother in Australia informing me that my Aunt had collapsed to the ground out the front of her local church after attending her usual Sunday mass and had been severely hospitalized with a severe, completely unexpected brain aneurysm.

I immediately knew the severity of the situation and how important time is in a situation involving bleeding to the brain. I proceeded to ring SCTI to seek assistance regarding flying back to Australia as time was of upmost importance. After using a pay phone to call and request a call back to my mobile as I didn't have overseas calling enabled. I waited 20 minutes and nothing. Called again, they told me someone tried to call me, but still nothing.....

Half an hour later, finally I receive a call. I speak to a young gentlemen. He provides little sympathy and empathy and states to me that according to their policy an Aunt isn't recognized as a 'RELEVANT' family member - BUT - I could submit a claim as they are assessed on a base to base situations. I book my flight and departed Vancouver on the 19th of June.

The morning of Wednesday the 21st of June the hospital turned off the life support. Unfortunately I didn't make it home in time to say goodbye, I did make the funeral.

A week later I ring SCTI and update them on the situation. I put forward my claim to have my flight either reimbursed or even partly compensated. They reply with an email refusing my claim, no refund or reimbursement and added to that they inform me that the remainder of my travel insurance (4 months) was now void and useless.

Could not be more disappointed with the service and professionalism. Absolutely pathetic

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