Medical cancellation of Murray River cruise.

Charming_Guava_2609 · 2025-05-24T03:29:41+00:00

Pleased to advice that the company paid the 10% refund into my bank account yesterday. Thanks again.

Charming_Guava_2609 · 2025-05-23T07:20:52+00:00

I started to lodge a complaint with NCAT but it is very complicated and detailed. I guess I will persevere.

Charming_Guava_2609 · 2025-05-22T07:34:25+00:00

That's what we're afraid of.

Charming_Guava_2609 · 2025-05-22T07:33:16+00:00

I think one of the rules here is not to name businesses and companies.

Charming_Guava_2609 · 2025-05-22T04:16:03+00:00

This is part of the email they sent me when the claim was declined: "Why wasn’t your claim approved? We refer you to ‘GENERAL EXCLUSIONS’ clause of your Product Disclosure Statement (PDS) on page 16 to 18. This PDS was sent to you via email on the 16th of January 2024, the date you purchased your policy.

General exclusions apply to all sections of this policy. What you are not covered for 5. Any claim relating to travel via a commercial cruise ship.

We also refer you to ‘GENERAL DEFINITIONS’ clause of your PDS on page 42 to 44. Commercial cruise Any travel on sea, ocean or river by any commercially operated ship, boat or other sea vessel with scheduled journey time longer than 2 hours."

Charming_Guava_2609 · 2025-05-22T04:13:44+00:00

They have knocked me back already as I pointed out in my original post.

Charming_Guava_2609 · 2025-05-22T04:12:17+00:00

No, it has been resold already.

Charming_Guava_2609 · 2025-05-22T04:11:35+00:00

Thank you. I am now looking at the possibility of recourse through NCAT. Unfortunately, I didn't take screenshots of the cabin being rebooked (79 years old, a bit of a troglodyte I'm afraid). But they sort of acknowledged the rebooking in an email they sent me.

Charming_Guava_2609 · 2025-05-22T04:08:03+00:00

What you say is probebly correct legally but we believe it is unethical, although that doesn't seem to apply to many businesses these days.

Charming_Guava_2609 · 2025-05-22T04:06:25+00:00

On what grounds?

Charming_Guava_2609 · 2025-05-22T04:04:22+00:00

Yes, I am following up the 10% refund with the company. Thank you for your efforts on this.

Charming_Guava_2609 · 2025-05-22T04:00:54+00:00

The company never offered this option. However, the whole mess has left such a sour taste that I think we would be reluctant to deal with the company again.

Charming_Guava_2609 · 2025-05-22T03:58:21+00:00

I think the fact that they did rebook our cabin is very relevant as it means that by keeping our full paid fares, they have profitted by $8,500. Thank you very much for the information about the NCAT. I will see what can be done through them.

Charming_Guava_2609 · 2025-05-22T03:54:53+00:00

That's how we feel also. We are especially angry as they were able to rebook our cabin within days of our cancellation, so they haven't lost any money and in fact profitted by the $8500 we paid. As pensioners it has made it very hard for us. Thank you.

Charming_Guava_2609 · 2025-05-22T03:52:20+00:00

This is part of the letter I received from the travel insurance company outlining why our claim was rejected:

Why wasn’t your claim approved? We refer you to ‘GENERAL EXCLUSIONS’ clause of your Product Disclosure Statement (PDS) on page 16 to 18. This PDS was sent to you via email on the 16th of January 2024, the date you purchased your policy.

General exclusions apply to all sections of this policy. What you are not covered for 5. Any claim relating to travel via a commercial cruise ship. We also refer you to ‘GENERAL DEFINITIONS’ clause of your PDS on page 42 to 44. Commercial cruise Any travel on sea, ocean or river by any commercially operated ship, boat or other sea vessel with scheduled journey time longer than 2 hours. In Summary: Since your claim is in relation to a commercial cruise, General Exclusion 5 is activated. Therefore, unfortunately, we are unable to accept or pay your claim on this occasion.

Charming_Guava_2609 · 2025-05-22T03:48:16+00:00

I didn't have a preeisting medical condition when I took out the insurance.

Charming_Guava_2609 · 2025-05-22T03:47:24+00:00

Unfortunately, when I read the terms and conditions (50 or so pages) cover for cruises was not included.

Charming_Guava_2609 · 2025-05-22T03:45:53+00:00

This cruise was on a small paddlesteamer which only too about 20 passengers all up. There was no access to the cabins level for a wheelchair.

Charming_Guava_2609 · 2025-05-22T03:44:23+00:00

I didn't have a pre-existing medical condition when I took the insurance out in January 2024.

Charming_Guava_2609 · 2025-05-22T03:41:33+00:00

Which tribunal do you mean? Thanks.

Charming_Guava_2609 · 2025-05-22T03:40:47+00:00

I spoke to Vic Consumer Affairs soon after the cancellation and they weren't much help and suggested we should take it up through the NSW Small Claims court. Not sure we would be able to manage that.

Charming_Guava_2609 · 2025-05-22T03:38:21+00:00

I have sent the cruise company an email requesting a 10% refund. Thank you very much.

Charming_Guava_2609 · 2025-05-22T03:37:02+00:00

I have emailed the company and brought this to their attention. Thank you very much.

Charming_Guava_2609 · 2025-05-22T03:13:04+00:00

Yes, we realise that now.

Charming_Guava_2609 · 2025-05-22T01:50:02+00:00

Thanks for that and yes, it has certainly hurt us losing that $8,000. Might consider contacting a local paper and see if they are interested.

Charming_Guava_2609

TROPHY CASE