You Need to See a Doctor if You Get Ill or Injured
First, all our plans cover Covid the same as any illness. And, if you get ill or injured, you need to see a doctor wherever you are in the world. This includes seeing a doctor while still at home before you cancel your trip.
If this sounds redundant, it is. But you’d be surprised by how many people don’t see a doctor. Or, they cancel or interrupt their trip before their doctor tells them they have to that.
Next, if you’ve ever called us for help with a potential or actual claim, you’ll recall that we asked you something like “Have you been to the doctor?” or “What did your doctor tell you to do?” or “Did your doctor tell you that you can’t travel?”.
Unfortunately, more than a few times a month, we talk to people who don’t seek medical advice before cancelling or interrupting their trips due to an illness or injury.
Here’s an email exchange I recently had with a customer on a trip in Australia.
Customer: I tested positive for Covid in Australia. I called my travel agent because there was an excursion today that I will have to cancel. What do I need to do on this end for insurance?
Steve: Make sure you go to a doctor for the diagnosis and then do what he/she tells you to do. A positive result from a home test kit isn’t sufficient proof.
Customer: Okay. I’m in Australia they said I can walk around as long as I have a mask on. But I have a fever and not feeling well. Do you suggest I go to see a doctor for that?
Steve: Yes, but if you can walk around as long as you have a mask on, why did you have to miss your excursion? And, who diagnosed you with Covid?
Customer: I couldn’t go on the excursion because I have a fever. If I felt okay I would go. I don’t know how to get a doctor in Australia. Do I have to see an actual doctor here?
Steve: Yes. If you see a doctor in Australia who confirms you have Covid or another illness that prevents you from doing your excursion, you need to save the documentation and file a claim if you had a financial loss from missing your excursion.
Customer: I had an evisit with a Kaiser doctor in California, but they wouldn’t see me. I had to get a referral to a respiratory specialist from my GP and then get an appointment. I didn’t have enough time. And, I tried an Urgent Care Clinic here, but they said Australia has run out of funding so only certain specialists see Covid patients. I guess I won’t be able to get reimbursed for the missed excursions. You might want to let any of your customers know about the need to see a doctor.
Steve: As a policyholder you have every right to file a claim. When you ask us if your claim will be covered, we tell you to the best of our knowledge. We cannot predetermine claims. However, the only way you can be sure if your claim will be paid or not is after you file your claim. The insurance company has the final say.
As for letting our customers know, I attached screenshots the places where I prominently display the information with text and links. Here they are:
I hope this makes sense. If you want the right travel insurance advice, call us at 1-888-407-3854 and we'll help you figure it all out.
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