Columbus Travel Insurance - Ash Cloud - HELP!!

[Portugal1000]

I can't believe this. When there was all the concern over Ash Clouds and Virgin Strikes, I took out an annual policy with Columbus as this was one of the few companies who seemed to cover both. Paid extra for the Emergency Travel Arrangements Cover aswell.

I spoke to them twice on the phone to check that any future Ash Cloud eruptions were covered. They said that as soon as exisiting one was over, aslong as there had been a few clear days then all existing ones would be covered.

Anyway, I have been going over insurance policy today and yesterday and can't believe that I missed this on the schedule I received from Columbus.
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* You are not covered for any claims arising as a result of travel disruptions,
cancellations or delays due to volcanic ash clouds or volcanic eruptions, regardless of
whether airspace or airports have been closed or not.
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I am just so angry with myself as I only took this cover out for the Ash Cloud and Strike uncertainty. I am sure I remember others getting insurance with Columbus for Ash Cloud. Guarntee they will be closed on a Sunday so will have to wait until tomorrow to Clarify.
What do you think chances of getting a refund as there website talks about cover for ash cloud.
Oh what a nightmare.

 

[london75]

You have to pay a little more with Columbus I thought, if you did so it might be an addendum to the main policy so check other docs or the last few pages.

It's like my car insurance which covers me for business use. The whole document repeatedly says no business use ever ever then on the last page as a footnote, Mr Button covered for business use!

 

[Portugal1000]

Thanks

I have sent an email to them explaining everything so atleast I have something in writing showing that I asked.
I paid for the extra Travel upgrade which on their website does state that you are covered for ash cloud disruption, but only talks about the return journey which is a bit worrying.

I think from now on I will always call from work when speaking to insurance companies, as its a recorded line!! Was definitely told that I was covered for Ash Cloud events after the one that was going on around May 24th.

 

[2Tiggies]

I'm sorry this happened to you. I remember how carefully you checked when you were taking out your insurance. Did you take the name of the person you spoke to who told you that you were covered and note the date? Their lines should be recorded. If you tell them that you are insisting on them tracing the call record it is sometimes such an administrative nightmare for them that they will spare themselves the hassle and may be willing to negotiate.

You have to pay a little more with Columbus I thought, if you did so it might be an addendum to the main policy so check other docs or the last few pages.

It's like my car insurance which covers me for business use. The whole document repeatedly says no business use ever ever then on the last page as a footnote, Mr Button covered for business use!

It may be worth looking into this as advised by London75. If the cover is add-on as an extra the details thereof may not appear in the main body of the policy document. I have just checked mine and it is on a separate page at the end. (I didn't use Columbus though)

 

[Portugal1000]

The one thing I did do was take a copy of their website that clearly states the following:
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Important Customers Information

Customers purchasing travel insurance pre 8am Sunday 22nd May – we are covering Travel Delay claims (after 12 hours delay in departure) and subsequent Abandonment (after 24 hours Travel Delay) under Adverse Weather conditions, whilst there is no advice/recommendation from the CAA or similar authority, to withdraw from service aircraft affecting airspace or individual airports.
Customers purchasing travel insurance post 8am Sunday 22nd May – there is no cover for this particular volcanic eruption as it was a widely reported known event.
Customers purchasing travel insurance pre 8am Sunday 22nd May with Emergency Travel Upgrade cover – are fully covered under the terms of the policy.
Customers purchasing travel insurance post 8am Sunday 22nd May with Emergency Travel Upgrade cover – there is no cover for this particular volcanic eruption as it was a widely reported known event.
Emergency Travel upgrade cover:
If you have purchased this additional cover, please note that future eruptions will only be covered after 72 hours of uninterrupted flight schedules from the UK. For full details on the policy terms and conditions, please see the reverse of your Schedule.
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I purchased mine on 27th May and above clearly states that you are only not covered for the particular event that was going on at the time.

I had completely forgotten that I had copied a section of their website into my email. Maybe not as disorganised as I thought. Still annoyed that I never spotted the wording in the schedule. So I am hoping that everything will be ok but I will insist that I have something in writing.

Also I will go down route of asking them to listen to recording as I know I bought policy on line just after speaking to them so guess it will be around the time that I received email confirmation.

Would be interested to know if anyone else bought insurance from Columbus around time of eruption in May.

Thanks