Terrible company together with AXA travel insurance should not be allowed to operate as a travel insurers, the ombudsman should sort these companies out, their behaviour is contemptuous. Contracted norovirus the night before my return flights to uk from S.A and was unfit to fly and also had a baby with me. Did all the things they required when I phoned them, provided doctors report, flight cancellation record, flight rebooking records. On return to uk nothing heard for weeks contacted them and they now asked for access to doctor clinic records in S.A and my doctors records in uk (for norovirus). Did this and still no progress for weeks, contacted again and they said don’t know why there’s a delay I’d complain if I was you (that was from them !!! ) so I did. They acknowledged the complaint and said it was being dealt with, two weeks later no response, contacted them again to be told it’s with the medical review team and should get an answer within 10 days. No response two weeks later, contacted again and was told they wanted the last 5 yrs medical history from my GP, (at an additional cost of £50 and a two week timescale this was not asked for on my return to uk) I had already given them permissions to access my GPs records and the S.A clinical service records and provided them with my GP s letter (at my cost of £50 )saying I had no illness when I travelled and was now ok. Avoid this cynical bunch they should not be allowed to operate and are a disgrace to any reputable insurance companies. Do not encourage these companies penalise them by withdrawing your business and spread the word.