Had to use medical and lost travel and both were paid by Zoom

My partner and I had a 5 week trip planned to Scandinavia, however I got sick in the first week and ended up on IV and oral antibiotics. Whilst Zoom insurance were very supportive, we found First Assist (the medical advice team) quite unhelpful and condescending with regard to the medical condition I was suffering, and they advised that I should be able to continue to travel. At this time I had two letters from Doctors advising that I should travel home to Australia from Stockholm. We were initially informed that the medical bills would be paid, but not the lost travel. This advice was provided when we had two Doctors letters advising us to return home to Australia and not travel any further. At this time we asked for clarification by email as to whether Zoom were advising that we travel on against medical advice. We did not receive any advice for two days, so we booked our own flights home in accordance with the medical advice.
The Zoom Claims Team then undertook a further assessment of our claim and advised that they would support the need for curtailment of travel, however this advice took two days to come through on email and we had already landed back in Australia when we got the email.
Whilst we were provided with a full refund on our lost travel and our medical bills, the stress of the First Assist conversations and the initial advice that lost travel would not be covered made our experience very stressful.
It was extremely lucky that we travelled home when we did as I had further complications from the antibiotics and ended up needing to attend the emergency department for a further infection that surfaced 4 days after returning home.

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