As per the last instalment, while frequenting Do Lon Bar in Vung Tau, I was the victim of a brazen robbery.
Upon my return, therefore, I wasted no time in filing a claim with my travel-insurance company, Cover-More Insurance.
In an email to Cover-More Insurance I outlined exactly what had eventuated, describing, in practically the same words that appear in the previous post, the sequence of events that had befallen me regarding my acquaintanceship with the Vietnamese Goddess (and, as it transpired, rapacious harridan), Nguyen Le.
In addition to the personally written claim, as the only evidence I possessed of the theft in question was an empty ring-box (official documentation had been signed at the jewellery store then retained by Le, presumably as proof of ownership for when she later sold the ring), I had copied and pasted the pertinent portion of my bank statement, showing two comparatively massive withdrawals over two days – deposit then purchase of the ring – at the Vietnamese jewellery store.
Cover-More Insurance’s response appeared in my inbox, just 13 days – also one follow-up query, 10 days in, on my part – after completion of the claim:
‘26 August, 2019
Dear Mr Walker RE: CLAIM NO. 1276877 – (PLEASE QUOTE WHEN RESPONDING)
We have assessed the documentation and information we have on your file.
We note from your claim that you are claiming for a stolen engagement ring. You claim that the ring was stolen by a Vietnamese lady that you had met while in Vietnam.
We refer you to the Cover-More policy wording under the section headed “Policy Conditions” which states 5. Claims a) The loss or theft of luggage, personal effects, travel documents or money must be reported within 24 hours to the police or responsible Transport Provider and a written report must be obtained at that time.
We also refer you to the Cover-More policy wording under the heading “Luggage And Travel Documents” which states: We Will Not Pay For: 1. loss or theft which is not reported within 24 hours to the: a) police; and b) responsible Transport Provider (where Your items are lost or stolen whilst travelling with a Transport Provider). All cases of loss or theft must be confirmed in writing by the police (and Transport Provider where applicable) at the time of making the report and a written report obtained.
In your case, the loss was not reported to the Police with in 24hours of your realising that the ring had been stolen.
In light of the underwriter’s policy exclusions and conditions above, we are unable to provide any compensation in this instance.
We are disappointed that we have been unable to help you on this occasion. We appreciate your understanding and hope that we can be of assistance on your next journey.
If you have any questions regarding your claim please do not hesitate to contact us on 0800 500 225. Or alternatively, you can email us: claims@covermore.co.nz
Yours faithfully COVER-MORE (NZ) LTD.,
Grant Robinson CLAIMS DEPARTMENT Please note that in relation to processing travel insurance claims, Cover-More acts as an agent of the insurer.’
I was quick with a rebuttal; possibly too quick. I feel as though perhaps I should have afforded more thought to my response; nevertheless:
‘Cover-More Insurance,
That is a disgusting attempt at avoidance.
There was no realistic way I could have reported that incident at the time; Vietnamese Police wouldn’t have cared and in fairness, I expected there would be no difference between making a claim to your company then, or upon my return.
Ultimately this is unacceptable; you are avoiding paying a claim based on a loophole that you have written into your policy, clearly, for handling exactly this variety of instance. For example, who, when they are abroad, thinks about promptly lodging a claim? People take care of it when they get home, that’s what they do.
Therefore, Cover-More Insurance, if you do insist on hiding under this conveniently self-placed safety-net in order to avoid your obligations as an insurance company, as a journalist with a sizable following, you should know, influencing public perception of companies is what I do.
Typically it’s tourism related, but I can diversify.
I recommend, Cover-More Insurance, you do the right thing.
Tim Walker’
I realise embellishment in order to elicit results is morally and ethically questionable but realistically, so is providing ‘insurance’ that doesn’t actually ensure anything.
I doubt if Cover-More Insurance ever pays out on significant claims; I guarantee there is always a devious little loophole written in somewhere to their ‘Terms and Conditions’ enabling the company to avoid honouring those claims they wish to shirk.
Additionally, here is some more small-print I just discovered in my Cover-More policy:
‘Please also note that under the policy you have the limit of any item is $750 and is subject to an excess of $250.’
Right. $500. That’s the best I ever could have expected from Cover-More Insurance. Interesting, given that for each of the three trips I’ve taken, supposedly covered by Cover-More Insurance, they have charged me over $200 for ‘peace of mind’. That’s over $600 I’ve paid in ‘insurance’, and all I could have salvaged this time was a meagre $500. Do the math.
Cover More? At best they might Cover Some; assuredly, this so-called insurance company does not Cover More.
Article by Tim Walker
Edited by Lee Jetty/Matt Claim
Photography by Noah Cover