AXA travel Insurance not paying

[wino]

Any help greatly appreciated

Recently been on holiday to Spain booked through Thomson. Whilst I was there I slipped on a wet floor and fractured my wrist. I went to the Doctors recomended by the Thomson Rep and they organised a Taxi to take me to hospital. I showed the hospital my E11 card and they asked if I had insurance. I had Thomsons Silver cover. So happy with that they treated me.

Today I have received a letter from the spanish hospital saying that AXA will not pay out to them. I have to pay the hospital myself then try and claim it back from AXA. AXA want proof that I have paid before considering reimbursement.

My problem is that I do not have a spare 400 Euros in my pocket to pay them. Anyone know anyway around this?

[Bernie_the_Bolt]

Are you at home or in Spain?

If at home, send the bill to the insurers and tell them to deal. Tell them that if they don't they will have to pay for the cash flow/transfer etc.

However, you really need to look at the policy and see what that says should happen.

[wino]

Hi Bernie
I'm back home now. I have read the policy again and it says they will pay ME. So OK they won't pay the hospital direct. But it doesn't say anything about me having to pay out first. They are sending me out a claim form so I will keep my fingers crossed they pay up. I will keep you all posted.

[LemonTwist]

This sounds like terrible service. In this case, it was only €400, but what if the treatment had come to many thousand euros? Would they still expect the policyholder to pay the hospital themselves and then re-claim it later?

You said you bought the Axa travel insurance via the tour operator Thomsons - obviously it's too late to do anything about it now, but in most cases it is a bad idea to buy insurance from a tour operator or travel agent. They are not FSA registered (which makes it more difficult if there's a dispute) and in many cases they will charge you more than if you had bought the policy directly from an insurer. Also, most travel agents are tied to just one insurer (eg Thomson are tied to Axa), therefore they will not search for the best cover for your needs.

[Helford]

Hi,

What reason has AXA given for not paying out? You mentioned that you had an E11 card (I think that this is in fact an European Health Insurance Card (EHIC) card that replaced the old annual E111 form) - this card allows the holder the same level of health treatment as you would recieve in the UK. If you presented the EHIC card, the Spanish hospital reclaims their outlay aaginst our NHS service and the travel insurer does not need to pay.

Normally if you use the EHIC card, the Insurer will forgo on imposing the policy excess on any other element of the claim that is not covered under the EHIC 'reciporacal' arrangement.

H

[wino]

Just an update. I did show the EHIC card at both the Doctors and the Hospital, both said they needed the insurance papers!

I sent my claim to AXA and this week they have sent me another form asking for a copy of the police report for having my rings stolen! and the original receipts for my rings.

I have told them again I have my rings they were just cut off at the hospital not stolen and I want them repaired and enclosed a photo of them. I do not have receipts for the rings as they are all over 20 yrs old.

I will let you know what happens next.

[wino]

Hi Folks,
Just an update. I have received an email from AXA they will not pay out for the repair of my rings as I do not have proof of ownership!
I did not buy the rings my husband did over 20 years ago and would you really expect him to still have the receipts?
How can I prove proof of ownership? Will a photo do although I don't think I have one showing the rings in detail just that I am wearing rings.
I have not heared whether they will pay the medical bill yet.
Any advice anyone?

[LemonTwist]

I think proof of ownership is less important in this case, as you still have the rings and it's not as if they've been lost or stolen. However, if they insist on it, I think photos or even the cases they came in (if you still have them) should be sufficient proof.

[wino]

Thanks for the reply Lemontwist.
Ding Ding Round 3

[ScarletPimpernel]

Spain provides free healthcare in hospitals run by the Seguridad Social (equivalent to the NHS), upon production of EHIC. However, tour operators' reps are often paid commissions for referring holidaymakers to private clinics.

Check the policy wording; most travel insurance policies require either that the individual pays for outpatient treatment, and then claims it back, or that contact must be made with the insurer's nominated assistance service so that they can both ensure that treatment is appropriate, and guarantee payment if required.