Insurance Letter: How To Get one?

[tororm]

Was booked on QF770 (PER - MEL) on 18-Apr. A scheduled flight for 17:10.

Flight was delayed by two hours - which was fine, we were notified before getting to airport and then a further three upon arrival. We had a feeling that things would go bad and the lounge staff kindly - and quickly- rebooked us on a PER - ADL flight with a connection the following morning at 8am- which meant we'd get a few hours sleep in an Adelaide hotel.

The original flight was then delayed further for a total of 7 hours, taking off at midnight. The flight was then diverted back to Adelaide due to fuel issues- passengers had to sit in the aircraft for 3 hours or so until the terminal would accept them. I'm thankful I missed that.

Anyways, long story short- I've tried filling in the form multiple times- as has my wife and still no insurance letter- it's been a number of months- I was hoping to claim the hotel, but without the letter it's a no-go.

Any tips/ideas on how I can get this letter?

 

[dylarr]

Best way would be to call Customer Care on 1300 659 161 and quote the case reference number you got when you initially submitted the form. They'll be able to see how long you've been waiting and should hopefully be able to provide some assistance.

 

[RealtimeY]

@tororm Were you able to get the letter?

I've just requested one, but received an automated response that almost sounds like they don't intend to produce one:

Thank you for contacting Qantas Customer Care to request a letter for your insurance company.

Qantas are only able to provide a letter confirming delays or cancellations to our own services. When your flight is operated by another carrier, including Jetstar or any of our codeshare partners, any confirmation of delays or cancellations needs to be provided by the airline operating that service. Please contact them directly.

Kind regards
Qantas Customer Care

 

[love_the_life]

From memory it's on the Qantas website under Help & Support/Customer Care Form/Provide Feedback. Once there, there is a choice in the dropdown for insurance letters. I am sure that's where I went for one a few years back. Don't remember much of a wait. But from re reading sounds like you have already been there and submitted the form so maybe you will need to ring them.

 

[RealtimeY]

Three weeks on from the request, I called QF Customer Service. They sent an email to another team and the next morning I received the insurance letter, with the wrong flight details.

I called QF Customer Service again. There was furious typing in the background as the agent repeated "insurance letter...", put me on hold for 15 minutes only to come back and suggest that I call Qantas Insurance. Eventually, another internal follow up email was sent, but I'm not holding my breath.

The phone agent at the insurer hinted that a lot of customers were having difficulty getting their insurance letters.

 

[VPS]

Three weeks on from the request, I called QF Customer Service. They sent an email to another team and the next morning I received the insurance letter, with the wrong flight details.

I called QF Customer Service again. There was furious typing in the background as the agent repeated "insurance letter...", put me on hold for 15 minutes only to come back and suggest that I call Qantas Insurance. Eventually, another internal follow up email was sent, but I'm not holding my breath.

The phone agent at the insurer hinted that a lot of customers were having difficulty getting their insurance letters.

Have you tried emailing Stephanie Tully?

 

[tororm]

I finally got the letter a couple of weeks ago. Unfortunately it was incorrect: took another week to fix.

 

[RealtimeY]

Incredible. It's remarkable that the online form asks for very specific, clear details about the situation, and yet somehow the letter comes out with basic details wrong.