Ombudsmen Crack the Whip
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NEWS & APPOINTMENTSINSIDE page 8 ESSENTIAL READING FOR TRAVEL INSURANCE INDUSTRY PROFESSIONALS WWW.ITIJ.CO.UK SEPTEMBER 2010 • ISSUE 116 Ombudsmen crack the whip The Ombudsman services of the UK and Ireland arises regarding the sales process of travel insurance have been busy this year, as complaints about travel policies or what was said or not disclosed at the insurance products continue to plague the mediator. point of their sale, he cannot deal with that matter Mandy Aitchison takes a look at the fi gures as travel agents are not fi nancial service providers. He suggested that where they sell or market travel The Financial Ombudsman Service of Ireland has insurance policies, this aspect of their work should published its annual report, which found that in 2009, be classifi ed as a fi nancial service subject to the it received 7,619 complaints, which is a signifi cant Ombudsman’s remit. Matters to come under the increase of 28 per cent from 2008. However, it Ombudsman’s remit are ultimately a matter to be also showed that in 2009, the FOS received 262 decided on by the Minister of Finance.” complaints relating directly to travel insurance, which Meanwhile in the UK, the Financial Ombudsman is a drop of nearly 100 against fi gures from 2008, Service (FOS) has also been busy, with fi gures from when it saw 360 complaints. Of particular note the beginning of this year showing that there were 553 was one claim for €200,000, which was paid to a complaints about travel insurance products or services customer of a travel insurer that had denied a claim in April, May and June, 55 per cent of which were for cancellation of a holiday. Another case highlighted resolved in favour of the consumer. For the previous by the ombudsman was one where the travel fi nancial year, April 2009 to April 2010, the FOS saw insurer had delayed paying a hospital bill, resulting in 1,956 complaints related to travel cover, 44 per cent the hospital chasing the patient with threats of legal of which were found in favour of the customer. The action. The report states: “The Ombudsman found latest edition of Ombudsman News makes for interesting it clear from the evidence submitted that there was reading for travel insurers, with a number of case some confusion during the assessment of the claim studies for insurers to consider – perhaps before making and delays were incurred as a result. He was also a judgement on that claim for medical expenses. concerned about the claims administrators’ level One study centred on the case of Mr D, who was of communication with the complainant during the taken ill whilst on holiday and spent several days assessment of the claim and found that this could in hospital with pleurisy before he returned to the have been better.” The Ombudsman told the UK. Once he had recovered, he put in a claim insurer to pay the claimant €200 for the stress and with his travel insurer, which was turned down on inconvenience caused. the grounds that his illness related to pre-existing The Irish Ombudsman also raised the issue of the respiratory conditions. The insurer said its enquiries position of travel agents and other tour operators suggested that Mr D had been diagnosed with who sell travel insurance, which the report says is ‘asthma and bronchial hyperactivity’ and that he had not in the Ombudsman’s remit: “Where an issue experienced ‘previous continued on p.5 A leap of faith Emergency services on the Spanish Balearic islands a pool, the serious nature of the injuries that tend of Mallorca, Menorca and Ibiza have issued a blanket to be sustained from such activities mean expensive warning to holidaymakers of the dangers of jumping and long-term treatment could be on the cards. currently in an intensive care unit in Ibiza after falling thinking that the EHIC covered all medical expenses. off balconies, which this summer has so far claimed This can often require medical repatriation back to from a second-fl oor balcony: his family is trying The ambulance service on the Spanish islands said the lives of four young people and left many others the patient's home country; a service not covered to raise the £15,000 needed to fl y him home for to reporters that in the space of 12 hours recently, seriously injured. Sarah Watson reports by the European Health Insurance Card (EHIC), continued treatment. The family of a honeymooner they were tasked with taking three young people to which too many people are relying on in place of who fell from her balcony in Greece and broke her hospitals after they plummeted to the ground from Whether it is due to trying to jump from one comprehensive travel insurance. Take the example back in three places also had to raise the £16,000 their balconies. One was Ryan Elley; the others were balcony to another, or jumping from a balcony into of Ryan Elley, a 20-year-old from the UK, who is needed to fl y her back to the UK after mistakenly two 18-year-olds who continued on p.4 IN THIS ISSUE ITIJ CONTRIBUTORS REGULARS Tatum Anderson is a freelance international health and technology business writer with a decade of experience. Her News continued 4 specialist subjects include emerging markets, business, health and Editorial comment 6 public health policy. She has written for a variety of publications, Appointments 8 including The Economist, Guardian Weekly, BBC News Online, Wall Company brief 9 Street Journal Europe and the Financial Times. Insurance matters 10 Gerry Bolger is the programme director for the Quality Health matters 13 in Caring work within the Chief Nursing Officer’s (CNO) Travel matters 14 Directorate at the Department of Health in England. As well as being a registered nurse, Gerry also holds a Masters’ degree IPMI news 16 in health management. He formerly led the Royal College Cross-border care 18 of Nursing In-flight Nurses Association as their chair for eight Air ambulance news 20 years and has been involved in clarifying issues on medicines ITIJ Awards 24 administration in that role. Profile 38 Carrie Dunn is a freelance journalist who has written for Service directory 39 publications including The Guardian, The Independent and The Grapevine 46 Times. She has a Masters degree from King's College London On the move 47 and is currently researching a PhD in social sciences. Roger St Pierre is an avid traveller who has visited 119 FEATURES countries and rising. He writes and broadcasts extensively on the tourism industry, motoring, cycling and music. He is also News Analysis: A leap year in Spain 24 fascinated by how the global economy works. At 15, he already ITIJ examines the increasing incidence of holidaymakers jumping had five regular newspaper columns covering sport but also from their balconies into hotel pools, and the cost of such reckless happens to be a qualified associate of the Chartered Insurance behaviour Institute and writes regularly on business and financial matters for a number of prestigious publications. Feature: Of sound mind 28 The onset of a mental health illness can be sudden, and often prompted by a stressful holiday or international job relocation. Are insurers prepared? Feature: A shot in the dark 30 Travel vaccinations are more important than ever. ITIJ looks at why; and asks whether insurers should do more to educate travellers about the need to make sure they’re getting the right inoculations for their trip Assistance & Healthcare World Markets: Norwegian gold 32 The popular destination of Norway can be expensive for travellers caught unawares; ITIJ offers an insight into the standards of healthcare and assistance on offer in the Nordic country ITIJ TEAM Editor-in-chief: Ian Cameron ITIJ Published on behalf of: Voyageur Publishing & Events Ltd, Editor: Sarah Watson Voyageur Buildings, 43 Colston St, Bristol BS1 5AX, UK Voyageur Buildings, 43 Colston Street, Bristol BS1 5AX, UK Title editor: Mandy Aitchison The information contained in this publication has been published in good faith and Copy editor: James Paul Wallis Telephone: +44 (0)117 922 6600 every effort has been made to ensure its accuracy. Neither the publisher nor Voyageur Ltd can accept any responsibility for any error or misinterpretation. All liability for loss, Conference manager: Denise Clements editorial dept: Ext. 3 disappointment, negligence or other damage caused by reliance on the information contained in this publication, or in the event of bankruptcy or liquidation or cessation Production: Helen Watts advertising dept: Ext. 1 of the trade of any company, individual or fi rm mentioned is hereby excluded. Kirsty Diclaudio Advertising sales: David Fitzpatrick fax: +44 (0)117 929 2023 Printed by Pensord Press, South Wales, United Kingdom James Miller email: [email protected] Copyright © Voyageur Publishing 2010. Materials in this publication may not be reproduced in any form without permission Finance: Elspeth Reid web: www.itij.co.uk design: V Creative Design INTERNATIONAL TRAVEL INSURANCE JOURNAL ISSN 1743-1522 Louise Goddard Design: V Creative Design Would you like to make a comment? vcreativedesign.co.uk WOULD YOU LIKE TO SUBSCRIBE? Please get in touch with Ian Cameron, VISIT www.itij.co.uk Editor-in-Chief of ITIJ on +44 (0)117 922 6600 International Travel Insurance Journal ■ www.itij.co.uk 4 NEWS Airline cover Greek strikes end NEWSWIRE questioned Six days after it began, the strike by truck drivers in Greece that brought the country almost to a grinding Australia’s largest online travel insurer, Consumer NZ, a New Zealand-based halt was called off on 1 August as the protestors Travel Insurance Direct, and its customers have organisation that champions consumer agreed to enter into talks with the government.