Dani and Michael’s once-in-a-lifetime trip took a dramatic turn when their son, Anderson, was born prematurely in Scotland at just 23 weeks and weighed a mere 600 grams. Rushed to Edinburgh Children’s Hospital, the couple found themselves facing not only the challenges of their newborn’s health but also difficulties with their travel insurer, InsureandGo.
Since November 29, Anderson has been receiving care in hospital, while Dani and Michael have been provided with a room at the hospital, thanks to the kindness of staff. Without this arrangement, Dani’s mother, Carina, expressed concern that the couple would be left homeless. However, the family is currently in a dispute with InsureandGo, which has denied their claim for accommodation expenses, stating that since both parents are fit to fly, they are not eligible for coverage. Michael expressed frustration, arguing that no reasonable person would abandon their sick child overseas.
The couple is uncertain how long they will remain in Scotland, especially as Anderson cannot travel without a passport, which requires valid citizenship documents that they have yet to receive. Dani highlighted the complications of securing a passport photo when their son is on a ventilator, while Michael voiced their worries about maintaining their responsibilities in Australia, including a mortgage.
To assist, InsureandGo has offered the family a one-off payment of $3000 to support their situation, although this is not a compensation for their claim. The company acknowledged the difficulties faced by the family and stated that their claims are assessed according to the terms outlined in their Product Disclosure Statement (PDS). Notably, the policies do not cover newborns born overseas.
In their official statement, InsureandGo communicated their understanding of the couple’s predicament and reiterated their commitment to supporting them where possible. They also directed frustrated customers to their Internal Dispute Resolution process and to the Australian Financial Complaints Authority for further assistance.
While the future holds uncertainty for Dani, Michael, and baby Anderson, they continue to navigate the complexities of medical care, travel insurance, and the emotional toll of their circumstances.