They promise everything but do not pay for claims

The policy is excellent value. I have used SCTI for over 10 years and had excellent service. Great policies, great product, great value. Unfortunately this year when I really needed them they failed me. I made a claim for an ACL tear. They made a representation on the phone that surgery would be covered. Then whilst I was trying to get an answer from them they immediately went back on their promise, and told me I had 24 hours to get on a plane and be evacuated. This was despite the fact that this was not an emergency situation, I was on crutches, I could not pack in time or even locate my passport due to the injury. I also had a doctor's certificate to say that I could not fly for 6 weeks. They were extremely harrassing and stressful in a time that was already distressing and disturbing. Being injured overseas is extremely difficult. I even made complaints just simply requesting more time to sort out things and seek opinions about surgery and whether I could fly. SCTI were not flexible at all and simply said they would cut off my cover if I did not do what they wanted despite the fact that I was concerned about injuring myself further with preparing to leave so soon. I was not even given the option to manage my injury conservatively and continue my trip. I had expected better from SCTI and will never be using them again. I have received much better treatment, service and policies from other travel insurance companies.

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