In a distressing turn of events, a family’s holiday plans were abruptly shattered when EasyJet’s travel insurance provider, Collinson, denied a legitimate claim for cancellation due to a medical emergency.
The ordeal began when a British family, preparing for a much-anticipated trip to Portugal during half-term, encountered an unforeseen medical crisis. Just before their departure, their four-year-old daughter was diagnosed with bacterial pneumonia while visiting relatives in the Netherlands. Despite receiving oral antibiotics, her condition deteriorated, requiring urgent hospitalization.
Understandably, the family had to cancel their travel plans. Armed with comprehensive documentation, including a medical declaration from a Dutch hospital confirming the severity of the child’s illness, they submitted a claim to Collinson, seeking reimbursement for non-refundable flights and accommodation.
Initially, there appeared to be positive progress when a Collinson agent reached out to discuss settling the claim. However, hopes were dashed when the agent abruptly halted discussions upon learning about the hotel expenses included in the claim.
The subsequent denial of the claim, citing that the child’s condition was not considered stable at the time of booking, left the family stunned. Expressing disbelief, the father highlighted the absurdity of this stance, emphasizing that pneumonia is inherently unpredictable and was not a pre-existing condition.
Fortunately, after a persistent effort to address the matter with Collinson, it was revealed that the claim denial was an error attributed to a miscommunication. Once the mistake was rectified, Collinson acknowledged the legitimacy of the claim and promptly reimbursed the family in full.
While the family’s harrowing experience ultimately concluded positively with their daughter’s recovery, this incident underscores the critical importance of clarity and fairness in insurance coverage, especially during unforeseen emergencies.
