Air Flight Cancelation/ Bupa Travel Insurance

LPhoenixsun6 on 08/07/2014 - 10:29

Just got back from being in Asia for 2 weeks, after the first few days of being over there, I received an email from air asia informing me my flight home to Sydney had been cancelled due to 'commercial reasons' and offered to reschedule me to the overnight flight the same day or the overnight flight the day before.
Neither of these options suited me because if I went home a day earlier i would lose out on a nights accommodation and leaving on the same day on the overnight flight would leave me in a bad position because not only would I have had a terrible nights sleep but I would end up being late to work..

Anyway, I took out the highest level of travel insurance cover with Bupa (CGU) https://www.cgu.com.au/cgu/cgusystems/Bupa/TravelBupa.pdf assuming it would cover all things like this. I called them up to make a claim as the rescheduled flights did not suit me. The first phone call I made, I was informed that I was not covered for flights that were cancelled due to 'commercial reasons' but I would be covered for meals and accommodation. In the end I accepted this and thought it wouldn't be too bad spending an extra night in a 5-star beach resort.

Concerned with the lack of information on limitations with this claim I called up again to get some clarification. 'What is the $ limitation on accommodation/meals etc.' The CSR said 'Well actually, in your case i don't think we can cover your claim' he said he wasn't 100% sure any claims would be approved but to give it a try! I'm not going to fork out extra cash on the thought that I might get reimbursed. I'm just wondering why I paid for cover with them if they can't give me a definitive answer on whether my claim will be honoured or not.

Seems a bit long winded but my main question: is there travel insurance that will 100% cover this situation? Next time I take this trip I don't want to be worried about the ifs, buts & maybe's in regards to my travel insurance.

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Comments

  • Shadowsfury on 08/07/2014 - 11:24
    +3

    Always read the Terms and Conditions.

    Never assume anything with insurance inclusions/exclusions, which is what it seems you've done multiple times.

    And yes I realise this isn't going to help you.

  • Cheeper on 08/07/2014 - 12:19

    I would have taken this option… "leaving on the same day on the overnight flight would leave me in a bad position because not only would I have had a terrible nights sleep but I would end up being late to work.."

    The change to plans and one of alternative option did not cause you serious problems, maybe half a day off work?

    What alternative means of returning did you take?

    Insurance co's are very tight and it would need to be something more serious than this for a claim to be allowed. They usually have an excess for you to pay as well… :-(

    Call a couple of travel insurance co's and see what their opinion is on such a situation. It may be universal? Pop into a travel agency and see what they say on the matter.

    Usually the airline compensates the passenger with such scenarios but in this case you were traveling with a bare bones budget carrier so they may have some clause to exempt them from these situations.

  • bobbified on 08/07/2014 - 13:41
    +3

    It still surprises me how people buy insurance and financial products without really understanding what they're actually purchasing. The PDS is the source of truth when it comes to disputes so that should really be read and understood before any hard-earned cash is paid.

    Buuut, that's a little too late for your situation now..

    Having read what you've written above, Page 16 of the PDS actually specifies that:

    What we will not cover if your travel is cancelled, rescheduled, delayed or interrupted.

    We will not cover losses directly or indirectly caused by:

    ~delays due to a carrier, including the rescheduling, cancellation or breakdown of your transport, unless *
    *- the costs are covered under Minor Travel Delays on page 13

    The above would be the section that is being referred to re no cover for the cancellation for commercial reasons, however, it also states that if you meet the conditions for the Minor Travel Delays, then you are eligible to claim that.

    Without actually retyping the whole of Page 13 for Minor Travel Delays, you'd be eligible for $500 in accommodation and meals for Singles (or $1000 for doubles) between the start of the delay and the resumption of your journey if your delay was more than 6 hours and the delay was no fault of your own.

    Hope this helps.

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