‘Life or death’ detail in Australia Post travel insurance infuriates injured tourist

An irate traveler has claimed that after she broke her wrist in Bali, her insurance company was told she had to fly back to Australia for treatment, despite signing up for a plan that covered ‘unlimited surgeries’.

Michelle Fotheringham, from Queensland’s Gold Coast, said she broke her wrist in two places after tripping while on holiday in Bali. After visiting a hospital in Kuta, she said doctors told her an operation would cost “$15,000 – plus $1,499 per night in hospital, plus any extras”.

Australian mother flown home with broken wrist

When she contacted Australia Post, with whom she is insured, Fotheringham claimed the company “refused to pay for the surgery” and told me to “get on the first plane back to Australia and go to A&E”.

This is despite the fact that she has the most comprehensive insurance plan available, which offers unlimited “overseas hospital, medical, surgical, nursing, ambulance and emergency dental expenses.”

“I was happy to pay for it myself until they gave me the quote, then I decided to contact them (Australia Post) first,” Fotheringham told Yahoo News Australia. “Thank God I did that – it’s so frustrating that they send you home and don’t pay and it ends up here on Medicare.”

Fotheringham, who paid $170 for her insurance, encouraged Aussies to choose wisely and pay attention to the terms and conditions.

“Check carefully what your policy covers,” Aussie warns

“Check carefully what your policy covers you for. I travel to Bali about six times a year and chose to insure with Australia Post – never again!” said Fotheringham. “They refused to pay for the operation and told me I had to get on the first plane back to Australia and go to A&E. When I was asked: is this because it is better to go home, or because you will save money on my claim?

“The answer was: We only pay for surgery if it is a life or death situation. My answer: Wow!

The story continues

“The long and short of it: I went to the emergency room Monday night after landing, they straightened it and put it in a cast – now waiting for surgery. Still don’t know what we’re actually covered for?”

Still “she is in a lot of pain,” Fotheringham said “she is still waiting for surgery” – which could have been completed in Indonesia – in Australia.

Australia Post responds

A spokesperson for Australia Post told Yahoo they are working with Fotheringham to help her with her flight and medical costs. “Australia Post takes our duty of care to customers covered by our travel insurance products seriously,” a spokesperson said.

“Many factors are taken into account when deciding on any claims, including the ability for customers to return to Australia for medical treatment where it is safe to do so. We are working with the customer to assist them with their flight and medical expenses claim cost.”

Yahoo understands Australia Post outsources their insurance through a third party, who advised Fotheringham that treatment options in Australia would be of higher quality.

Fotheringham has confirmed to Yahoo that she is in discussions with the provider.

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