While on vacation, we experienced a sudden loss in the family (my partner's father, my children's grandfather). We had to cancel our trip, change our flights, and return home. Initially, we were informed over the phone that we could claim up to $10,000 minus the excess, and a death certificate would be required. Upon returning, the service requested a medical form detailing my father-in-law's health history for the past year, but his medical center refused to disclose personal information. I provided the death certificate, which noted a 'Sudden Cardiovascular Event,' yet the service won't process the remaining payment until their form is completed. I now have to arrange for my father-in-law's estate representative to request a medical appointment to access the records, but the GP has no available slots for weeks. The stress of this situation, compounded by the loss of a loved one, has been overwhelming, and their insensitivity has made it worse. I would never consider using them again.
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