WARNING : WOW QFF Plat card insurance + epic fail..

[MEL_Traveller]

I think maybe there was a pre existing query. Otherwise why contact them before travel?

Plenty of reasons! And in fact it makes perfect sense to clarify any question before travel to ensure your specific circumstances are covered. I contacted a travel insurer last year to confirm they would cover a missed connection in the event of a mechanical/weather/ATC delay on the inbound flight.

 

[Pushka]

Ok. Thanks for clarifying.

But as I am going through a similar thing with CC insurance, they don't provide funds upfront in an emergency but you claim after the fact. If your situation is covered by the t&c and your credit card use satisfies the 'enactment' of the Insurance cover then you should be covered.

Your OP did make it sound to me like a pre issue as otherwise there was no need to mention it if it is a health issue now.

You must get all the paperwork confirming you cannot now travel from a Doctor or you will probably not have the claim approved. If you have decided you just dont want to travel then the claim will most likely be refused. I had to get a medical report from a Hospital as well as my GP.

Not making up stories here - I have an active claim on my CC insurance right now.

I always travel with a purchased Travel cover but this time it suited me to claim on the CC policy.

 

[MEL_Traveller]

Ok. Thanks for clarifying.

But as I am going through a similar thing with CC insurance, they don't provide funds upfront in an emergency but you claim after the fact. If your situation is covered by the t&c and your credit card use satisfies the 'enactment' of the Insurance cover then you should be covered.

Your OP did make it sound to me like a pre issue as otherwise there was no need to mention it if it is a health issue now.

You must get all the paperwork confirming you cannot now travel from a Doctor or you will probably not have the claim approved. If you have decided you just dont want to travel then the claim will most likely be refused. I had to get a medical report from a Hospital as well as my GP.

Not making up stories here - I have an active claim on my CC insurance right now.

I always travel with a purchased Travel cover but this time it suited me to claim on the CC policy.

It will depend on the nature of the claim and the amount involved. Anything medical, costing more than a few thousand dollars, you need insurance (credit card or regular paid) where they will step in to guarantee your hospitalisation. Airfares home may be similar story (if you are required to travel home early and cannot use your existing ticket). If it is an expensive airfare you generally need pre-approval (if it is reasonable to do so) from your insurer that they will cover it.

For minor expenses, or for lost items, you generally cover the costs yourself until you submit a claim.

The problem here is not whether the OP is covered or not, it's trying to contact the insurer. Without being able to contact them it could be tantamount to being 'on your own'.

 

[Pushka]

Credit card insurance companies work differently to travel insurance policies as I stated earlier. The former are very hands off. They are difficult to contact. There is no chat function for instance like there is with TID.

And because the OP has been unable to connect with them they have said that they are effectively not covered. So it is an issue for them.

 

[MEL_Traveller]

Credit card insurance companies work differently to travel insurance policies as I stated earlier. The former are very hands off. They are difficult to contact. There is no chat function for instance like there is with TID.

And because the OP has been unable to connect with them they have said that they are effectively not covered. So it is an issue for them.

Pushka - maybe your CC company works differently. But mine does not. It is the same as paid insurance I have taken. And to that extent, paid insurance I have taken has also been very 'hands off' as you describe as only applying to credit cards.

I think it is more a function of the insurance company, and their policies and procedures, rather than being a blanket case of credit card v paid. Proving my eligibility for cover to my CC company (copy of return ticket and highlighting the $250 spend requirement) is no more onerous than filling out all my details for a paid travel insurance. Swings and roundabouts

ANZ's cc insurance has always been very easy to contact and provides fast advice (over the phone, but no chat that I've noticed).

 

[Milboo]

I would be contacting ACE again - including their complaints division. The current WOW PDS still names them as underwriter so they need to respond to you.

What is missing from your post is why they would not respond to you. It may be you were put on to a claims management company who act on behalf of Ace - and that could be outdated.

Worst case - post on WOW FB page - they have a pretty active social media team and may be able to get you details.

 

[Pushka]

Ok fair enough. I am dealing with Westpac Insurers. QBE. TID has been excellent.

 

[Pushka]

Have you been to a Doctor yet?

 

[love_the_life]

I would hope so if there is an injury that makes travel difficult. They would need the documentation to deal with the insurance company.

 

[Renato1]

I just read this thread and I am astounded.

Further to what others have written, I'd add ring them up again with a pen and paper handy. When talking to the person ask for their full name, write down whatever name you can get out of him or her. Then ask to speak to their supervisor (or the head of the company), do the same with respect to asking for the name.

If your issue isn't resolved, when you come back to Australia, you ring up the card provider and tell them that you intend to lodge a formal complaint with the ACCC against them - as you paid good money for a credit card, which didn't deliver in the manner advertised, for which there is an effective contract. And don't be put off by any claim they make that they aren't responsible - they are the prime contractor and are responsible for making sure their sub-contractors deliver on what they contracted with you. And don't be put off by any clause in T&Cs which they may claim absolves them of responsibilty. Contract law over-rules such clauses.

And don't forget to crucify the people who's names you got.

Best wishes.
Regards,
Renato

 

[tgh]

I'm still hobbling along at Xplora Patagonia , and will of course attempt to nail them when I get home.

An interesting range of opinions on this thread lead me to wonder why I bothered with what was intended as a
simple warning for other WOW card holders contemplating using the card insurance

 

[Deleted member 6404]

" simple warning for other WOW card holders contemplating using the card insurance "


Simple it maybe, but definitely a wake up call for us that occasionally rely on CC insurance , I will be contacting mine today to clarify things, Hope it all works out for you tgh

 

[Anna]

lodge a formal complaint with the ACCC against them

The Financial Services Ombudsman is the place to lodge complaints against insurers.

 

[Pushka]

I really hope that your issue resolves to your satisfaction.

As to warning others, well, insurance issues with credit cards are incredibly complex and every situation varies. I never rely on them but have from time to time claimed on them.

 

[love_the_life]

I think to be fair tgh, your initial post came over as more than a 'simple warning', well to me anyway. I think people were trying to assist when you said that your injury made continuing the trip difficult i.e. you wanted to cancel the rest of your trip. The statement about being 'functionally uninsured' meant that suggestions were put forward as to what action you could/should take if this was the case.

As it appears not to be, hopefully the insurance issue will be resolved and you will be able to make contact with the company for advice/action.
Credit card insurance is like most insurance products, not always easy to deal with. It is unfortunate that the company handling emergency situations for ACE is no longer current, though I would think this is a problem with ACE insurance rather than WOW. Anyway, good luck and I hope the injury is not too bad.

 

[UP4014]

I've never relied or use CC travel cover, having been responsible for a corporate travel policy in a past life I got to know the ins and outs.

Horse for courses, but I never use CC insurance. A decent travel policy isn't much relative to the financial risk exposure.

Matt

 

[harvyk]

I'm still hobbling along at Xplora Patagonia , and will of course attempt to nail them when I get home.

An interesting range of opinions on this thread lead me to wonder why I bothered with what was intended as a
simple warning for other WOW card holders contemplating using the card insurance

Perhaps use the blog functionality if you're intending on giving simple warnings without really wanting feedback and discussion.
I've used the blogs for a few of my rants.

The forum area is really more for discussion and troubleshooting, and the statement basically stating you're in a foreign country, with an injury, with no effective insurance is certainly going to invoke the AFF members to see what we can do to advise / help.

 

[moa999]

why I bothered with what was intended as a simple warning for other WOW card holders

Simply because without accurately describing the issues you are facing, the warning doesn't really help.

At best I can tell there is currently a problem with phone numbers.

 

[Punky]

The Financial Services Ombudsman is the place to lodge complaints against insurers.

and ASIC is the appropriate regulator - not the ACCC.

 

[MEL_Traveller]

I've never relied or use CC travel cover, having been responsible for a corporate travel policy in a past life I got to know the ins and outs.

Horse for courses, but I never use CC insurance. A decent travel policy isn't much relative to the financial risk exposure.

Matt

this is might be good advice, but as yet no one has been able to give concrete examples where CC insurance falls short, in terms of benefits, of those offered by a paid policy.

business travel might be different given CC spend requirements.