I thought that I would share my saga with the Commonwealth Bank Travel insurance offered free with their credit cards. Its underwritten by Allianz, so you can learn from this if you plan to use this “deal” or probably any Allianz underwritten Travel Insurance. There are similar experiences on product reviews.
I travelled to Bali and got caught with the Volcano. It was a solo trip a reunion with relatives.
I rang Allianz and was told that it’s ok I am covered, for reasonable expenses and to keep all receipts for the additional expenses.
For those not wanting to read everything, The summary is they agreed to the claim, but its taken 2-3 months. Every query back sent the claim to the back of the queue. They rejected laundry expenses $40 for the 10 days, and baggage storage of $12 at Perth Airport rather than drag my suitcase it thru security etc(14 hour layover where no meals or drinks were claimed). I have appealed but I am now at the back of the queue again.
The details
With this card/insurance there is a deductible $250
I kept many of the receipts - Bali Taxi’s don’t hand out receipts, and as I didn’t catch many I didn’t bother.
Some restaurants wouldn’t split bills so I didn’t get receipts for some meals. Thats ok I accepted this.
After 10 days I managed to fly to Perth at my own (Insurance claimable) expense.
Jetstar gave me a flight back to Sydney at no charge (Replaced my Bali return flight)
I have Qantas club access so I stayed for the 14 hour layover - Nice to have the showers in the club.
Submitted claim for around $1K for expenses inc Perth flight ($240)
Told it would be processed in 10 business days. They called and said it would be a few more days. Which was ok.
Then told needed letter from Jetstar confirming delay, plus they needed copy of my Credit card and original flight charges.
5 days later got letter and forwarded these to Allianz. 18 days (inc weekends/holidays) to the day, they called and said the credit card they wanted was my CommBank card not the card I charged the fare to, I asked why they said they don’t have access to these from the bank (Privacy). I told them that to activate this insurance I had to log onto my Commbank account, which wouldn’t let me apply unless I qualified. BTW which card they required wasn’t very clear in their request
I then copied the front of my card and sent it in. Now its the first week of the year, so again I go back to the end of the queue.
On the last day they ring me again and tell me the claim has been approved, minus Laundry and Baggage.
I dispute the baggage purely on basis it was “reasonable” and that I saved them two meals drinks etc at Perth (as I ate in the club for free) which the caller understood and agreed I could have claimed the meals.
I said I would like to dispute the assessment - they are just being Petty, however would this delay payment. I am told it won’t. Still no payment received. (5 days)
So moral is if you deal with this company be aware any issue they determine seems to put you at the back of the queue, and what you think is “reasonable” as they request all your expenses are, they are not going to reciprocate, unless my appeal is successful. I’ll post the response.
Yep the insurance was free I accept that just sharing the knowledge
Thanks for sharing, I've used that insurance a couple of times but haven't needed to claim. Was curious how well they covered you.
Quick q: did you 'activate' the insurance? And which level card was this for - Gold/Platinum/Diamond?