income-insurance.com.au :: News
SHARE

Share this news item!

Australian Tourist Secures Compensation for Air Ambulance From Bangkok

Australian Tourist Secures Compensation for Air Ambulance From Bangkok

A recent decision by a dispute resolution body in favor of a 74-year-old Australian traveler has emphasized the importance of clear communication and precise terms and conditions in insurance policies.
This comes after the individual engaged in a tug-of-war with an insurance company over a $195,223 claim to cover emergency medical transportation from Thailand.

The traveler found himself in a life-or-death situation while in Bangkok when he suffered from necrotizing pancreatitis and heart failure. Despite initial improvements, a deterioration in his condition led his family to pursue an air ambulance to return him to Australian care. Lloyd's Australia was contacted, but confusion and lack of confirmation regarding coverage left the family to decide on the man's urgent evacuation on their own.

Despite absence of a formal nod from Lloyd’s, the family proceeded on the pretext that the window for safe transfer was rapidly closing. Following the move, the patient incurred over a four-month stay in an Australian hospital, a period likely mirrored if he had remained in Thailand, but with potentially higher medical costs.

The insurance provider, Lloyd's, weighed the case against their policy terms and initially favored partial payment, rebuffing the high cost of emergency evacuation due to an apparent lack of pre-approval. Their stance was that the provided medical updates suggested an improvement that negated the need for air ambulance services. However, they conceded that there was a communication oversight on their end.

The Australian Financial Complaints Authority (AFCA) oversaw the wrangling and ultimately ruled in the traveler's favor. A compelling case was constructed around medical documents including a key letter from the Bangkok hospital and a consultant gastroenterologist's report that underscored the necessity of urgent repatriation to Australian medical facilities via ambulance plane.

While acknowledging Lloyd's deviations, particularly their failure to secure detailed medical reports, AFCA held that the insurer's proposed alternate paths would not have significantly altered the situation. Therefore, the cost-saving argument did not stand. The adjudication elevated the patient's immediate health needs over procedural discrepancies. AFCA's final judgement resonated with a fundamental ethos of insurance: serving the policyholder's dire need, which in this case, was a safe and swift return to home country medical treatment.

In AFCA's adjudicator's concluding remarks, it was underscored that the insurer could not exhibit that costs would be mitigated had the policyholder sought their express consent. Moreover, the nature of the medical emergency and the insufficiency of information did not justify the exclusion of expenses. Consequently, Lloyd's was instructed to cover the evacuation expense claim in full, reinforcing AFCA's role in ensuring the protection and rights of insurance consumers.

Published:Saturday, 11th May 2024
Source: Paige Estritori

Share this news item:

Insurance News

Levies on Fire Services: New Approaches Could Impact Commercial Property Costs Levies on Fire Services: New Approaches Could Impact Commercial Property Costs
27 May 2024: Paige Estritori

Upcoming modifications to New Zealand's emergency services funding methodology might result in notable levy increases for commercial real estate owners, consequently hiking non-insurance risks, according to industry experts. - read more
Insurers Seek Government Partnership to Tackle Insurance Costs Insurers Seek Government Partnership to Tackle Insurance Costs
24 May 2024: Paige Estritori

In a bid to tackle the skyrocketing costs of insurance, especially in high-risk flood areas, members of the Insurance Council of Australia (ICA) are considering various government intervention strategies such as a flood reinsurance pool or direct subsidies. - read more
Delayed Insurance: Post-Crash Policy No Cover Delayed Insurance: Post-Crash Policy No Cover
21 May 2024: Paige Estritori

A motorist discovered the hard way that taking out an insurance policy hours after an accident won't cover the damages inflicted. The lesson? Timing is crucial when it comes to insurance coverage. - read more
TAL Enhances Digital Capabilities to Speed Up Claim Processing TAL Enhances Digital Capabilities to Speed Up Claim Processing
20 May 2024: Paige Estritori

A prominent player in the Australian life insurance industry, TAL, has set new benchmarks by disbursing more than $4 billion in claims benefits over the past fiscal year ending on March 31. This landmark is particularly highlighted by the fact that half of these claims were lodged through the TAL Connect platform and were processed within a mere 24 hours. - read more
Senate Probes Climate's Toll on Insurance Costs and Access Senate Probes Climate's Toll on Insurance Costs and Access
18 May 2024: Paige Estritori

The Senate has launched an investigation into the growing climate risks that are affecting insurance premiums, with a focus on affordability and accessibility. - read more



Life Insurance Articles

Navigating Pre-existing Conditions in Income Protection Insurance Navigating Pre-existing Conditions in Income Protection Insurance
Income protection insurance is a safety net that many Australians rely on to secure their financial future in the event of illness or injury preventing them from working. It's a type of policy that provides a replacement income if you are unable to earn your regular income due to a health-related absence from the workplace. - read more
Income Insurance: The Safety Net for Your Financial Goals in Australia Income Insurance: The Safety Net for Your Financial Goals in Australia
Financial security is pivotal for anyone striving to meet their life goals, be it owning a home, educating children, or ensuring a comfortable retirement. In Australia, where uncertainties can disrupt our best laid-out financial plans, having a safety net in place is essential. Income insurance offers just that—protection against the unforeseen events that could impact your income earning abilities. - read more
Understanding Income Protection Insurance: A Comprehensive Guide for Australians Understanding Income Protection Insurance: A Comprehensive Guide for Australians
Income protection insurance is an essential component of financial security for Australians, designed to provide a safety net by replacing a portion of your income if you're unable to work due to illness or injury. Despite its critical role in safeguarding livelihoods, it's often overlooked in personal financial planning. - read more
Understanding the Process: A Beginner's Guide to Income Insurance Claims Understanding the Process: A Beginner's Guide to Income Insurance Claims
Income insurance, an often-overlooked component of financial security, is gaining traction among Australia's burgeoning self-employed population. In an economy where traditional employment is no longer the sole path to success, this form of insurance has become a cornerstone for proactive financial planning. Touted as a safety net, it ensures that personal livelihoods and business operations remain secure in the face of adversity. - read more
The Role of Rehabilitation Benefits in Income Protection Insurance The Role of Rehabilitation Benefits in Income Protection Insurance
When the unexpected strikes, such as an illness or injury hindering our ability to earn a living, the financial repercussions can be devastating. This is where income protection insurance becomes a pivotal part of our financial safety net, ensuring a stream of income during challenging times. - read more
Understanding the Process: A Beginner's Guide to Income Insurance Claims Understanding the Process: A Beginner's Guide to Income Insurance Claims
Income insurance, an often-overlooked component of financial security, is gaining traction among Australia's burgeoning self-employed population. In an economy where traditional employment is no longer the sole path to success, this form of insurance has become a cornerstone for proactive financial planning. Touted as a safety net, it ensures that personal livelihoods and business operations remain secure in the face of adversity. - read more
Navigating Pre-existing Conditions in Income Protection Insurance Navigating Pre-existing Conditions in Income Protection Insurance
Income protection insurance is a safety net that many Australians rely on to secure their financial future in the event of illness or injury preventing them from working. It's a type of policy that provides a replacement income if you are unable to earn your regular income due to a health-related absence from the workplace. - read more
Income Protection Insurance: Balancing Cost with Adequate Coverage Income Protection Insurance: Balancing Cost with Adequate Coverage
Income protection insurance is a critical safety net for anyone who relies on a steady paycheck to meet their financial obligations and maintain their lifestyle. It offers a replacement income if you are unable to work due to illness or injury, ensuring that your financial responsibilities can be met even when you're not at your earning best. In today's fast-paced world, income protection has become an essential consideration for the modern working individual. - read more
Income Insurance: The Safety Net for Your Financial Goals in Australia Income Insurance: The Safety Net for Your Financial Goals in Australia
Financial security is pivotal for anyone striving to meet their life goals, be it owning a home, educating children, or ensuring a comfortable retirement. In Australia, where uncertainties can disrupt our best laid-out financial plans, having a safety net in place is essential. Income insurance offers just that—protection against the unforeseen events that could impact your income earning abilities. - read more
Understanding Income Protection Insurance: A Comprehensive Guide for Australians Understanding Income Protection Insurance: A Comprehensive Guide for Australians
Income protection insurance is an essential component of financial security for Australians, designed to provide a safety net by replacing a portion of your income if you're unable to work due to illness or injury. Despite its critical role in safeguarding livelihoods, it's often overlooked in personal financial planning. - read more

Start Here !
disability protection
Apply now for your free Insurance assessment and price comparisons!

Monthly Income Benefit:
Your Postcode:
All quotes are provided free and without obligation. We respect your privacy.