I have used TID over the past 4 years for my numerous trips to Bali (maybe 10 times). I have happily promoted it on Trip Advisor as their rates are good and their online application easy to complete...however I had never made a claim. The proof, as they say, is in the pudding.
My Dad was diagnosed with Multiple Myeloma nearly 5 years ago (prior to me starting to uses TID). Although it is an incurable illness, he had been responding well to treatment and the specialist doctor had said recently he was in remission. I had read the TID website about pre-existing conditions of close relatives and believed that I would be covered if my father became seriously ill while I was in Bali. See link below
In August this year I had a trip to Bali booked with my son with insurance through TID. My father was unexpectedly hospitalised 2 weeks before our holiday...and then 1 week before our holiday the doctor said that the treatment had stopped working and my father's condition was serious. I cancelled my holiday.
I began filling out my insurance claim immediately as I had non-refundable accommodation worth several hundred dollars through AGODA & Asia Rooms. I contacted these companies prior to sending off my claim expecting a rebuff - but was amazed at their compassion and full-refund (top creds to AGODA and Asia Rooms!).
So, with only a cancellation fee from Virgin (they didn't even reply to my emails...so don't expect compassion from them!) my insurance claim became quite small...so I just sat on it. My Dad died on September 8th. Thank goodness I didn't go away to Bali!
I am planning two trips to Bali next year and was about to sort out bookings and insurance and wondered about my half-completed claim. I decided that I would submit my claim for the cancelled trip to see if TID deserved my continued patronage! You guessed it...they knocked me back.
To add salt to the wound the “decline” letter was very cold…like I’d lost my luggage, not my DAD!! When I spoke to the assessor (Sebastian) who signed the letter he said it was a “standard” letter…mmm…maybe you need to have two standard letters. One for lost belongings, and one for lost loved ones! Even when I told him this over the phone I was surprised by the lack of empathy as he could not muster any sympathy or apology for me…just the cold hard facts - that I could take it to the panel of review if I wished!!!
Maybe most travel insurance companies would not cover my situation – but maybe they will not have misleading information on their website either (or rude assessors!). “Sebastian” from TID said my claim was denied…because my Dad was terminal!!! What is the definition of “terminal”…aren’t we all terminal??? None of us expected him to die. One day…but not then. Do they have a list of ailments that come under that banner “terminal” and therefore will not cover for??? The FAQ from their website clearly described a family member with "cancer" as being eligible...which cancers are covered???
My claim is ridiculously small…(after the excess fee in fact I may have got very llittle), but it is the first travel insurance claim I have ever made...and the result was disappointing. In fact my next two premiums for 2013 (with another company) would have been greater than my "expected" claim!!
I will not reward TID them with my continued patronage...and Sebastian...shame on you for your cold-hearted attitude! I lost my Dad!!! Try faking some sympathy!!!