A couple recently recounted their harrowing experience during a dream cruise around Alaska and the Panama Canal with Cunard, which they booked for August 2023 at a cost of £15,208, including flights. Both in their eighties and needing medical attention, they also purchased travel insurance for £5,142 with Good To Go, fully disclosing the wife’s multiple sclerosis and her ongoing breast cancer treatment.

The cruise began smoothly, but about two weeks in, the wife experienced a sudden health decline, initially suspected to be a cold, which escalated to the point where she could not walk or stand. It became evident that she was suffering a relapse of her MS symptoms. She received medical assistance from the ship’s team, and soon after, they were informed they would be disembarking at a Mexican port.

Informed that communication would be difficult due to the language barrier there, the couple expressed confusion over being dropped off in Mexico instead of a more accessible location like Florida. Unable to continue their voyage, Cunard advised the husband to find accommodations and return to collect their belongings within four hours. The transfer to a smaller boat posed significant challenges, with the wife needing to be carried on a stretcher.

Once at the local hospital, she was admitted for treatment. The husband then returned to the dock to retrieve their luggage, including the wheelchair, which Cunard had taken off the ship. Frustrated by the lack of assistance from Cunard’s representatives, he felt abandoned without local guidance.

In the meantime, he struggled to contact their insurer, later realizing his phone’s roaming feature was off. His wife remained hospitalized for two nights before being discharged, as it was deemed preferable for her to receive care at home from an MS specialist. The couple incurred costs of around £100 for the hospital and £150 for hotel accommodations.

They later booked a flight back home at a cost of £1,800, after which the wife required months of rehabilitation care. The husband submitted a claim to Good To Go for £8,000 for the unused cruise portion, £3,712 for onboard medical expenses, and £1,624 for ambulance and other related costs, totaling a claim of £15,386.

Unfortunately, the insurer rejected the claim, and although an appeal was submitted, it was also declined. The husband sought a refund for the premium paid for the insurance, but has yet to receive a response.

Now, the wife requires assistance for transfers from bed to wheelchair, needing the support of four daily carers, leading to significant financial strain. The couple’s savings have rapidly diminished, leaving the husband deeply concerned. He is seeking a refund for the unused portions of their trip and compensation for the emotional distress caused by their abandonment.

He expressed that most of his time is devoted to his wife’s care, leaving him feeling drained and unequipped to continue disputing these matters with the involved companies.

Insights by Katherine Denham

This experience was undoubtedly frightening for both during a time of health crisis, as it appears the situation has worsened since. Cunard explained that Cabo San Lucas was selected as the port best suited for receiving medical attention in light of the ship’s itinerary, which featured lengthy sea periods ahead.

An official statement from Cunard highlighted that decisions regarding passenger health are taken seriously, with the wellbeing of guests being the primary concern. Although their medical facilities offer a high level of care, they do not equate to specialist services found in land-based hospitals. They determined that delaying vital medical support due to upcoming remote locations posed risks.

Although the couple felt let down by Cunard, it responded by asserting that multiple attempts were made to contact them for further assistance, hindered by the lack of an active roaming phone service, which the husband was unaware of at the time. Fortunately, as a gesture of goodwill, Cunard has agreed to reimburse them for the unused cruise segment, amounting to £8,141.

Concerning the medical costs, the claims were notably rejected because Good To Go found that not all medical conditions were declared at the time the insurance policy was purchased. It was revealed that the wife had been on medication since 2019 for a condition that had not been reported.

Due to a comprehensive evaluation of her medical history, insurance representatives indicated that had they known the full details, they might not have issued the policy. Following inquiries, Good To Go’s parent company, Ancile Insurance Group, agreed to refund the insurance premium of £5,142, culminating in a total of £13,283 returned to the couple. They expressed gratitude for this assistance.

This case serves as a valuable reminder of the importance of fully disclosing medical histories when applying for insurance.

Long Delay on Stock Transfer

In a separate issue, a father reported that his son sought to transfer a stocks and shares ISA valued at approximately £25,000 from Fidelity to Interactive Brokers in September 2023. After successfully moving a portion into cash, the father noted significant challenges as the remaining investments, which were supposed to transfer without being sold, remained stuck in the old ISA.

Despite numerous attempts to resolve the issue, including a visit to Fidelity’s London office, the son received only frustrating delays in response, leading to mounting aggravation over the situation, particularly since part of the funds was a gift from grandparents.

Katherine Denham’s Response

According to standard protocol, a stocks and shares ISA transfer should take a maximum of 30 days; therefore, the 18-month hold on this account was utterly unacceptable. While both companies stated they had not erred, Fidelity noted it had not been aware of complications until the son reached out, claiming they processed the transfer correctly.

Interactive Brokers reported that a technical issue on their part caused duplicate accounts, ultimately leading to the backlog. However, thanks to intervention, the son’s shares were finally transferred to his ISA—albeit without compensation for the significant wait. This resolution has alleviated some stress and prompted the son to consider switching investment platforms for future transactions.

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