Outbacker Insurance レビュー 1,031

Outbacker Insurance からの回答

2023年5月19日

Thank you for reviewing our services, we’ll pass your feedback onto Anca to let her know you are happy with the service she provided.

I also wanted to thank you on behalf of Outbacker for taking the time out of your day to leave feedback. Feedback from customers such as you is what allows our team to improve and provide the best possible service to our customers.

Outbacker Insurance からの回答

2023年5月17日

Thank you for reviewing our services, we’ll pass your feedback onto Anca to let her know you are happy with the service she provided.

I also wanted to thank you on behalf of Outbacker for taking the time out of your day to leave feedback. Feedback from customers such as you is what allows our team to improve and provide the best possible service to our customers.

Outbacker Insurance からの回答

2023年5月17日

Thank you for your review and for bringing this to our attention.

We are sorry to hear you have had a bad claims experiance and we've investigated with CEGA (the claims handler appointed by the insurer of your policy) to understand why your claim was declined. It appears that they did not consider your friend to be a travelling companion as they didn't fly out at the same time as you. We don't feel this is a sufficient sole measure to define a travelling companion, and, have asked them to reconsider if they meet that criteria based on how you travelled together once you reached Australia.

I understand they are now reconsidering your case on this basis. If once they have done so you continue to be unhappy with their decision please let us know so we can investigate on your behalf further.

Please note while the policy does normally allow a maximum break in cover of 14 days in the UK we can in exceptional circumstances (such as this) extend this if you contact our customer services team.

Outbacker Insurance からの回答

2023年5月17日

Thank you for your review.

We have reviewed your case with CEGA (the assistance company appointed by the insurer of your policy).

While we understand that your daughter wished to be repatriated as soon as she left hospital this was a complex case where she had been in hospital for a month due to a motorcycle accident.

While you did make CEGA aware of provisional fit to fly date, they advised that any repatriation was dependent on the availability of a medical escort as she required a doctor on board the aircraft, it was slightly delayed beyond normal due to a bank holiday in Thailand. It was further complicated by a number of amendments to the repatriation plan being required to ensure she did not experiance any discomfort during the repatriation.

I understand she was repatriated to the UK three days after leaving this review.

Outbacker Insurance からの回答

2023年2月19日

Thank you for your review.

We’ve processed your refund and are happy to provide the ARN (a number you can provide to your card company to trace the refund), however, you’ll need to contact our customer services team to obtain this as we can’t post this in a public location.

Outbacker Insurance からの回答

2023年1月27日

Thank you for your review.

We are sorry to hear that you have been affected by the delays at CEGA (the claims handler appointed by the insurer of your policy) and hope that you have fully recovered. We have contacted CEGA and asked them to review your curtailment claim on a priority basis and to log your complaint, as well as to provide us with the incident report relating to your medical claim.

Regarding your medical claim submitted on 10/10/2022, they have requested a medical report from the place of treatment on the 11/10/2022, and this was received from the place of treatment on the same day. CEGA required further clarification regarding one aspect of the proposed treatment, before they could guarantee payment for the full amount.

The place of treatment replied with an updated medical report on the 12/10/2022, with the required information. This was assessed by the medical team and a guarantee of payment was sent the following day, and receipt was acknowledged by the provider on the same day.

An updated medical report was received from the place of treatment on the 14/10/2022 with the fit to fly certificate, the patient's current situation and treatment plan. This was reviewed by the Medical Team, and another guarantee of payment was issued and sent to the place of treatment on the 15/10/2022.

An email was received from the place of treatment on the 16/10/2022 querying about the guarantee of payment and CEGA responded shortly after with an updated guarantee of payment. Another updated guarantee of payment was sent later in the day after queries from the place of treatment.

Considering the above, we do not feel that the whole process to provide payment guarantees was slow considering the nature of your claim and reported illness.

CEGA have also informed that your outstanding claim has been assessed and the payment will be applied today, they have also logged your complaint. We note that it may take up to one month for your complaint to be reviewed, and CEGA will be contacting you accordingly. You should hear from them within 5 working days in regards to your claim payment, and if you don't please let us know, so we can assist further.