Travel insurance rip-off!

Save your money - this is a terrible rip-off! My mother bought travel insurance from them and became sick 3 days into her trip. She was hospitalised in December 2019 and it took them 8 months to respond to submission of the claim documentation! We sent email after email and we got no response, just stone cold silence. They’ve basically told us they won’t be paying anything over the basic pre-existing condition payment, even though a simple bacterial infection caused hospitalisation and we’ve had NO clarification from them despite a request for their exact clause. AVOID THEM AT ALL COSTS!!