Platinum insurance question – sick baby

[Nobunaga]

I have tried to post this on the Platinum Insurance master thread, but it simply won’t post (maybe because I am a new member?)

Hello,

I am in a bit of an urgent pickle, and would appreciate some help from you fine folks 🙂 Thank you in advance…

I am currently in America on holiday with my family of 4. My baby son has fallen ill, and a doctor here has provided a medical report saying that he should not fly home with us this weekend as planned.

We are planning for my wife and son to remain in America for an additional week while he recovers. I will return home with my other child this weekend as planned.

I have phoned Amex’s travel insurance (now Europ Assistance – AXA ceased on 31/12/24). They have been very helpful, and have confirmed that the medical fees we have incurred are covered, as are the costs we incur to change travel for my wife and baby.

So far, all is clear!

I have two questions:

1. My reading of Amex’s policy is that I should rebook my wife and baby in economy (even though we were due to travel in premium econ). See the specific clause below – I assume my wife is a “companion” and the baby is the main “client” here! I just wanted to check if this is correct*

3) Your travel home after treatment: We will arrange and pay for necessary costs to repatriate You to Your
Country of Residence when recommended by Our Senior Medical Officer, including the cost of a
medical escort if necessary.
4) Return home of Your travelling companions: The cost of an economy flight or standard rail ticket if their
original means of transportation home cannot be used.

* You may be wondering why I am not asking the insurance provider this… the reason is that the department that can answer this is now closed for the weekend… and we are meant to be traveling on Sunday. PLUS there is a snowstorm expected here, which is putting a lot of pressure on flights…

Of course, getting them home safely is what matters, and economy would be fine. But if I’m able to send wife and baby in a little more comfort then it would be a shame to miss out.

2. We booked these flights on Virgin using miles and a 2for1 credit card voucher. Any suggestion on how the insurer will decide how much to repay us. Logically, I would assume…

– We will cancel the flights for my wife and son. We will get the miles and £££ ‘tax’ back
– We will need to book a new cash flight (points flights are available… should we do that instead?)
– Insurance will pay back the cash cost of the flights less the cash received from the refund?
– Will the insurance apply any value to the points refunded?
– I have no idea what happens to the 2for1 voucher(?!)*

*With the snow storm coming in, waiting times for Virgin’s call centre are excessive at the moment! I will find out more when I get through and post back.

Thank you in advance for any help you can offer. As I mentioned, the important thing is getting the family home, which I know I can do by rebooking economy for wife and child. I just want to make sure I haven’t missed anything.

Thanks!

[SamG]

I would try and perservere and speak to Virgin about changing the flights . Any fees should be claimable but make sure Virgin are aware it’s for medical reasons as they may do it FOC . They may however want a fit to fly letter.

But worst case insurance will pay for the new flights in the class they advise you, minus any refund on the taxes. They won’t compensate for the lost vouchers etc

Hope your little one makes a swift recovery, safe travels home and that you are reunited as soon as possible!

[Froggee]

What @SamG said.

Virgin moved our flights in the summer (three redemption, one cash) free of charge when my eldest was poorly.

They have a policy which appeared to be triggered by my son having vomited as they don’t really want people with infectious diseases flying on their planes for obvious reasons.

[cats_are_best]

As above.

First try Virgin to see if they’ll reschedule for free – when my partner was unable to travel after injuring her leg, I called them and they immediately agreed to cancel and fully refunded our (non-refundable UC) tickets.