Making a Claim with COTA Insurance
Do you ever wonder what it’s like to make a claim with COTA Travel Insurance? Here three of our customers share their personal insurance claim experiences with us.
Back spasms in London
“After having COTA insurance I am in the process of purchasing another multi-trip annual travel insurance with the brand.”
On a recent trip, the travel insurance helpline not only helped but they followed up to make sure that we got the attention we needed. I will be forever grateful.
In April 2023, on a trip to London, my 79-year-old husband experienced spasms on his back. As he had back surgery more than 15 years ago, we were very concerned. Failing to secure a GP appointment in London (no one could get to see a doctor in under 3 weeks!) I called the COTA helpline in Sydney in desperation.
I was given numbers to two London Hospitals. I was able to secure an appointment with a neurosurgeon at the London University College hospital who saw my husband within 3 days and also ordered an MRI to confirm that the spasms were caused by muscular and not spinal or nerve issues. He then prescribed physiotherapy and rest, and gradually the spasms eased and we were able to return to Sydney after 3 weeks.
We were in contact by email with the helpline team in the few days after the consultation, and upon our return the claim for the medical expenses were paid in full.
I will always be grateful to the staff on the helpline as we were both elderly (I am 77) and we were so worried that we could not get any medical help in London, it was a very frightening scenario. They not only helped but they followed up to make sure that we got the attention we needed.
We have been using COTA travel insurance for a number of years and this was the first time it was put to the test, and I am really glad we chose COTA.”
Frances, NSW.
Contagious illness in USA
“It was the first time I had ever made a travel claim, so I was a bit unsure at first. I was concerned how the insurance company would react, if it would be difficult and how much evidence would be required to provide proof.
While overseas, I acquired an illness that made me unable to fly. I rang the 24/7 international assistance and asked if I would be covered while still away.
The staff were calming, reassuring and empathetic to me being unwell and needing to delay my flight. They reassured me that the process was straight forward.
So that’s how I decided to make a claim. The process was straight forward, with all my documentation and a lovely person on the phone to help me.
I had to delay my flight from USA home, plus, I needed to change hotel accommodation.
I couldn’t do anything regarding the claim until I got back to Australia, and while it was a pain to go to the GP here, I showed him the photos, and the proof of illness that was provided to me by the doctor I saw in the USA.
I sent all paperwork and proof to the claims department, and my claim was paid in my bank account without any questions.
Overall, everyone was supportive and helpful, and the money appeared in my bank account, a straightforward process.”
Catherine, SA
An accidental fall in Colorado
“I was in Colorado, USA on a remote property with my daughter and friends. I had a fall and hit my head. An ambulance was called, and I travelled 40 minutes to the closest hospital. I was seen straight away, I had x-rays and 7 staples to the wound on my head. The service in the hospital was amazing.
I advised COTA Insurance claims and everyone on the phone was so nice, understanding and caring. The claims staff were so concerned about me, they even made a follow up call to see how I was. I felt cared about, not like I was just another number.
Fay, NSW
For a COTA Travel insurance quote please visit our website on www.cota.com.au/insurance/travel/
Claims are assessed on a case-by-case basis in accordance with the policy terms, conditions, limitations and exclusions.
