What Happened to Common Sense?

I had the misfortune to have to engage with AON Affinity through AIG this morning over a travel insurance claim. I really wish these people would exhibit some common sense, decency and sensitivity instead of hiding behind their petty rules but, it seems that won't happen.

My wife and I live in Chicago. Our kids live in California and the rest of our families live in England. We booked a trip to California for 20 December to spend Christmas and the New Year Holiday with our kids but insured the trip because my 93-year old Mom in England had lung cancer and her condition had started to deteriorate. A week before we were scheduled to fly to California, we got the call that Mom had been admitted to hospital and to be prepared to fly back to England if the situation got worse. In view of that, we canceled our California trip.

Mom passed on 28 December so after everything else was sorted out, I filed a claim with AIG under the travel policy I had purchased. I provided proof of our cancellation and other minutia they needed including the reason why I had canceled the trip to California. They responded and said they needed a copy of the death certificate. Even though I had to obtain that from a family member in England, I obtained it and submitted it.

A few days later, they sent an email saying that they needed "medical documentation showing the deceased was ill or in the hospital within the coverage effective dates." Common sense would have told them that individuals typically don't get diagnosed with lung cancer and die on the same day as diagnosis. Common sense would also have told them that anyone who dies of lung cancer would have been ill and likely in a hospital at least a few days before death but no, they still needed proof by way of a Medical Certificate which I need to get filled out and signed by the doctor in England.

I actually asked the Claims Adjuster today if they could just use the death certificate and some common sense but his answer was no. I asked if he could transfer me to someone who might be willing to use some common sense and sensitivity but that request was declined, too. The claim will only be considered once I provide the Medical Certificate.

Naturally, at the conclusion of the call, the Claims Adjuster asked me if there was "anything else (he) could help me with today?" I pointed out that in order to help me out with "anything else" he would have actually had to have helped me with something first which clearly, he didn't.

AON Affinity/AIG - I'll get the Medical Certificate simply because I refuse to let your petty rules and lack of common sense defeat me. And I'll share this story as many times as possible through every social media outlet available to me in the hopes that it costs you lots and lots of customers and prospects.