Over promises - under delivers

The Facts about the Hollard Oojah Travel Protection, Travel Delay Benefit.

Do not be deceived by the Travel Delay Benefit featuring boldly on the Schedule of Benefits which clearly boasts that it pays a certain benefit if your flight is delayed more than 6 hours or arrives more than 4 hours late.

If you find yourself in a travel delay situation and you think, well at least I had the good vision to take out that travel policy and now, while I have to wait around, I can at least relax and have a decent meal, or a good nights rest.. think again.

1./ If you are notified that your flight has been delayed, the policy will not cover you for any expenses incurred before the departure time. So if your flight is scheduled to leave at 11.30pm and you are notified of a significant delay by 8pm. You cannot go and eat dinner until after 11.30pm and expect it to be covered.

2./ If your plane is rerouted and you miss your connection and you arrive at an airport at almost midnight and you are unable to check into a hotel, as all the hotels are full and you cannot even go to an airport restaurant because they are all shut and you end up sleeping on the floor - you will not be paid out a cent.

3./ When it comes to trying to claim you need to have a letter from the airline stating the reason for the delay and if they provide any compensation. Certain airlines are very uncooperative in this regard. Despite the fact that the insurer can verify the exact details of your flight, you will not be able to make a claim without this information.

4./ Even if you meet all the criteria you not be paid a cent if the airline provides adequate compensation.

My challenge to the insurer is to simply be more transparent and to clearly state in the Summary of benefits the following:

3. Travel Delay 3.1 Flight/ cruise departed late (6hrs+) R3,500 3.2 Late arrival of Flight/cruise (missed connection) 4hrs+ R2500 Only out of pocket expenses covered. No cover before departure time. Letter required from airlines stating reason for the delay… No cover for missed connections if the time between connections is less than four hours.

I challenge insurers to rather under promise and over deliver, than over promise and under deliver. Don’t hide important details in the small print. Be clear and avoid unhappiness.