I was £4,000 out of pocket for five months because my travel insurance mistook euros for pounds
On February 8, the final night of a family holiday in Lanzarote, I became unwell with a violent sickness. At the airport, the following morning, I required wheelchair assistance to reach the gate where staff called for a medical assessment. An ambulance was called and I was taken to hospital where I spent four days recovering from a serious bout of gastroenteritis.
My wife liaised with the emergency assistance company nominated by our insurer, Good to Go, with whom I had an annual Gold level policy.
We were told that we should pay for the treatment and all costs would be met once we submitted invoices on our return. On my return, I duly completed the claim form and prepared an Excel spreadsheet listing the 29 attachments (invoices, bank statements, medical treatment notes, etc) which were sent by recorded delivery to Global Response (IMG), the insurer's claims handler, on February 14.
It is now July and my claim for just under £4,000 remains unpaid. Please can you find out why there has been this inordinate delay.
– Paul Furlong
Dear Paul,
Since Paul's submission in February, IMG's agents have claimed that the delays were due to missing original documents (since found in their offices) and issues with verifying the accuracy of his policy's medical health declaration with his GP's submission.
After Paul complained about the delay, IMG's 'Quality Assurance Team' reviewed his case and sent a rambling cut-and-paste letter saying it was waiting for a flight booking confirmation (already supplied) and that there remained disparities between the amounts on the hospital bills and the bank statements supplied.
It turned out that the claims handler hadn't clocked that the hospital's bills were in euros and the bank statements were in sterling until Paul pointed out this simple explanation for the discrepancies.
I contacted the Ancile Insurance Group (Good to Go Insurance is one of its brand names) and asked it to find out why IMG was taking so long to authorise payment of Paul's claim.
Within a week of my complaint, Paul's claim was paid out in full, together with an extra 10 percent in compensation for the mismanagement of his case.
Ancile admits there were 'internal administrative errors' and acknowledges that communication could have been clearer.
'We've since addressed the issues raised and have made broader improvements to the claims process,' says a spokesperson, 'including communication, streamlined document handling, and simplified currency conversions'.
If you are admitted to hospital abroad, try to obtain a printed signed copy of the doctor's report confirming your illness and treatment and the originals of all paid bills before leaving the hospital, as obtaining copies later can prove troublesome.
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The Sun
an hour ago
- The Sun
I nearly died after eating omelette at hotel buffet in Gran Canaria – but it was my daughter who was scarred for life
WHEN Michelle Dell booked a summer holiday to Gran Canaria, she expected two weeks of fun in the sun. But just days after arriving, the Sheffield mum fell gravely ill - and before long, she knew she was dying. 17 17 The terrifying ordeal left an even deeper scar on her daughter Lizzie, then 11, who developed a devastating phobia that ruled her life for the next 12 years. Michelle tells The Sun: 'I feel lucky every day of my life to still be here but, also, I have felt terrible guilt for what happened to Lizzie - wondering if we could have done anything differently. 'It took me four years to recover and I now have lots of long-term health problems. 'None of that matters though, because I'm still here.' The family's nightmare began in the summer of 2012 after jetting to Gran Canaria in the Canary Islands with friends. The group upgraded to a new four-star hotel in the popular seaside resort Playa del Ingles after two nights, because the first one they had booked was disappointing. Michelle, along with husband Wayne, 52, and daughters Lizzie and Rosie, then 10, were in an apartment, with six other pals on the trip located next door. On the third night of the holiday, the group went for a buffet dinner in the hotel's restaurant. Michelle says: 'As all-inclusives go, this one felt good quality and the choice of food was good. 'I'm a bit of a clean freak and it seemed very clean. What is salmonella, what are the symptoms and treatment? 'I and five others in the group went for the Spanish omelette, which tasted perfectly good.' The group headed out for a few rosés, gin and tonics and Spanish lagers at a nearby bar. But the next day, things took a dramatic turn. Michelle says: 'In the morning, I went onto my balcony and our friends next door said one of the group had been up all night sick with a bug. 'We had a bit of a giggle and made light of it because we thought it was very minor but as I was talking, I thought, 'Oh goodness, I need the toilet.'' Michelle suffered sudden diarrhoea, but assumed it was a minor travel bug. Within hours, four others were sick. Michelle was getting worse with every passing minute. It was like the worst horror film I'd ever seen. There was blood all over the floor, sick everywhere and she was screaming in agony LizzieDaughter She says: 'I was doubled over in agony. I'm not really one to make a fuss but it was absolutely the worst pain I've ever felt in my life. 'It was as though somebody's hands were inside my tummy twisting it and the pain wouldn't stop.' The hotel doctor was called and tried multiple times to put a cannula in her arm to get fluids in, but Michelle was too poorly and couldn't be rehydrated. Michelle says: 'By this time I felt like I'd been drugged and was drifting in and out of consciousness.' Wayne and Michelle had tried to shield the girls from the events unfolding by asking them to stay in their beds - which were separated from their bed by a small partition wall. But for Lizzie, hearing her mum's screams was distressing. Lizzie says: 'When I did see her it was like the worst horror film I'd ever seen. 'There was blood all over the floor from the cannula being taken in and out. 'There was sick everywhere because mum was vomiting so much. She was screaming in agony.' 17 17 17 17 Taken to a local hospital in Maspalomas, she was given fluids and sent back to the hotel hours later - still with no diagnosis. The next day, on day five of the holiday, she collapsed again and was rushed to a larger hospital. Doctors soon discovered she had contracted an extreme case of salmonella - a bacterial infection linked to food poisoning. Michelle says: 'My body was swollen and huge with the fluids. My eyelids couldn't even open properly. 'I remember phoning my mum in England from my bed and saying, 'I think I'm going to die.' 'There was something telling my brain: 'It doesn't matter what you do now, your body's taken over.' I thought my internal organs were shutting down.' As the rest of the group began to recover, Wayne stayed with the kids, trying to keep things as normal as possible. In despair, Michelle called him. She says: 'I told him, 'You need to come back to the hospital because something's happening. I'm falling really ill again'. 'He was having pizza with the girls, but I insisted, 'You need to come now. This is really serious'. 'The staff kept saying, 'You are fine'. I'm not a melodramatic person but when he came in, I sobbed. 'I told him, 'I am not fine. I'm going to die. You need to tell them to get me a doctor now to do more tests. Please make them understand I'm just not a hysterical woman. I am ill'.' The worrying rise in salmonella cases By Isabel Shaw, Health Reporter SALMONELLA cases are at a record high in Britain - and there are some key signs you can look out for. In the most recent outbreak, over 100 people were sickened and 14 rushed to hospital after eating tomatoes. Health officials urged Brits to be on high alert for the symptoms of salmonella infection, which can last anywhere from four to seven days. Cases hit a record decade high in 2024, soaring by almost a fifth in a single year to over 10,000 cases, UKHSA data shows. Separate statistics reveal cases in the first quarter of 2025 were even higher than 2024, with some 1,588 cases logged between January and March 2025, up on the 1,541 reported over the same period in 2024. By comparison, there were 1,328 reports between January and March 2023. Children under 10 were particularly affected, accounting for 21.5 per cent of cases. Salmonella, which lives in the guts of animals and humans and spreads through contaminated poo, can cause a sudden bout of fever, vomiting, explosive diarrhoea, stomach pains and headaches, often striking within hours of eating tainted food. The bacteria, which often taints food if grown in dirty water or handled with grubby hands, attacks the gut lining, damaging cells and stopping the body from soaking up water. This is what leads to the painful cramps and non-stop diarrhoea as the body flushes out the water it couldn't absorb. Most people recover without treatment, but in rare cases it can turn deadly. Around one in 50 sufferers go on to develop a serious blood infection, according to the World Health Organisation (WHO). Young children, the elderly and those with weakened immune systems are most at risk of complications. Thankfully, deaths remain rare in the UK, with fatal cases making up just 0.2 per cent of reports. Wayne fought Michelle's corner and doctors agreed to retest her. They found she had sepsis, a deadly immune reaction to an infection that needs to be treated rapidly. One of the key symptoms of sepsis is someone saying they feel like they are dying, according to the UK Sepsis Trust, as well as a high temperature, chills, a rapid heart rate, a rash that doesn't fade when pressed and breathlessness. The body overreacts to the infection and starts attacking itself, damaging its own tissues and organs. 17 17 17 Michelle began to stabilise after her treatment was changed, with a new antibiotic. Later, doctors told her they believed it was the hotel's Spanish omelette that caused her illness, due to the timings of events. Friends also told Michelle that other guests, like the five in her party, had eaten the omelettes and got sick too. Michelle's daughters flew home with the rest of the group after the fortnight holiday ended and went to stay with their grandparents, while Wayne stayed at Michelle's bedside. She gradually started to feel better, and flew home a week later, but has been left with after-effects, as 40 per cent of survivors are. She lives with chronic fatigue (also known as myalgic encephalomyelitis, or ME), non-epileptic seizures, chronic migraines and functional neurological disorder - a problem with how the brain receives and sends information to the rest of the body. 'I'd give myself black eyes' It wasn't just her life that was changed though. Daughter Lizzie, who was traumatised by her mum's brush with death, was also deeply affected. Lizzie says: 'I'd seen my mum so ill in the hotel, and then we'd seen her in hospital looking grey and almost dead. 'The second I got home, the first thing that I got in my head was, 'OK, so I'm not going to eat.' In my head, it was a case of, 'If you eat, you could die'.' From a healthy 11-year-old, Lizzie grew anxious and gaunt, surviving only on bread sticks, cereal and packaged snacks. In 2017, five years after the holiday, 16-year-old Lizzie suffered a full-blown panic attack on a train after seeing someone being sick. She says: 'I'd never had one properly like that so when I got home I Googled my symptoms and that's the first time I read about emetophobia – a fear of vomiting. That was me.' It spiralled into constant anxiety and self-harm, as Lizzie tried to focus on anything but the fear. 17 17 17 17 'There were days when I had seven or eight panic attacks and wherever I was – on a plane or on a train – I'd start screaming,' she says. 'Looking back, the panic attacks were just this need to create another feeling other than sickness, so I'd create pain. 'I'd even give myself black eyes from hitting myself.' Though talented Lizzie had won a place at drama school in Manchester, she lived alone and didn't socialise. She says: 'I didn't do anything for 12 years. I went to drama school in Manchester but lived on my own because I didn't want to be around others. 'I didn't go to parties. I didn't drink.' In 2023, Lizzie took a dream job as a Christmas elf in Lapland - but was sent home months later after her weight plummeted from nine stone to just five stone two pounds. She says: 'Being abroad, I was just unable to eat anything cooked by others, so I'd be eating breakfast bars from the local shop and not a lot else. 'It got even worse when my flatmate out there got sick. 'I didn't tell anyone about my worries with food but I was sent home from the job. 'Not long after that I lost my acting agent because I just wasn't well enough to get parts. 'It's really sad because I wanted to live, but I'd completely lost all joy in life. 'I was sick of looking at myself in the mirror covered in bruises.' Michelle, who works as a college lecturer with inclusion students, was desperate to help her daughter. They saw private and NHS specialists, as well as multiple therapists. What is emetophobia and how can you overcome it? By Nik and Eva Speakman Emetophobia is an intense fear of vomiting. It is a debilitating and often misunderstood phobia. It can manifest in a range of obsessive-compulsive behaviours, such as excessive sanitisation, extreme food restrictions, eating disorders, health anxiety, and avoidance of travel, medical environments, and even children. Social withdrawal is common, with many sufferers limiting contact with others for fear of illness, vomit and vomit-causing bugs. While it is especially prevalent among women, emetophobia remains under-recognised within the medical community, despite being the most common phobia seen in our clinic. It's estimated that up to 5.5million people in the UK may be affected, yet provision of effective treatment is still limited. Emetophobia is not innate. It typically stems from a distressing childhood experience, such as a traumatic incident at school or mirroring an anxious parent's behaviour. The key to recovery lies in positively reframing these formative experiences with an experienced therapist. Using a simple self-help exercise can really help. Create two columns - Fears vs Facts - to challenge distorted beliefs with logic and evidence. She says: 'We were in despair because my husband and I felt like we had exhausted every option. 'Then I saw there was an emetophobia class with The Speakmans in February 2025 in Manchester and I just booked it instantly. 'I held out no hope but I was just happy Lizzie was willing to go.' Life change experts Nik and Eva Speakman are known for helping thousands overcome phobias. Lizzie says: 'I went into their workshop and by the time I left they'd literally changed my life. 'I shared my story, very nervously on stage. They completely changed the way I had thought about things. 'They told me: 'Being sick didn't nearly kill your mum, it was the egg. Being sick had actually helped save her.' 'Twenty-five minutes into speaking to them, I felt completely different. 'Two weeks later, I couldn't believe it. I got norovirus. 'I'd spent 12 years trying to avoid being sick and now I had it, full on. 'But I was absolutely fine. I was sick all night, non-stop, no issue, no panic attacks.' Today, Lizzie is thriving - eating normally, running a performing arts school and planning a holiday to Greece. She says: 'I still have some of the thoughts but they don't stop me from eating three meals a day, piling the food on. I just don't worry about being sick anymore. 'I used to think I wouldn't be here for much longer. Now, it's like I am living properly because I haven't for so long'.' Michelle remains full of gratitude having nearly lost her life and watching her daughter turn her life around. 'I cherish every day,' she says. 'I've gone from seeing my daughter's life slipping away to seeing her embracing it. I will forever be grateful to The Speakmans.' 17 17 17 For more real-life examples, practical tips, and expert support, tune in to The Speakmans' Hope Clinic podcast, where emetophobia - and other common issues - are treated live. To learn more about The Speakmans' Emetophobia Masterclasses, email: Events@
The Independent
2 days ago
- The Independent
Debt and delayed care forecast for some who lose insurance under tax and spending law
Delayed treatments, canceled doctor visits, skipped prescriptions. Losing insurance is bad for your health. The Congressional Budget Office forecasts that the U.S. uninsured population will grow by 10 million in 2034, due to the tax and spending bill signed into law by President Donald Trump. And, thanks to a natural experiment nearly two decades ago, researchers can forecast what that will mean for patient care. Among the problems they predict will develop as a direct result of these people losing coverage: — About 2.5 million people may no longer have a personal doctor. — About 1.6 million patients will take on medical debt. — The lack of care may cause nearly 22,000 deaths annually. 'There's really no questioning the basic reality that you can't take health care away from 10 million people without causing many preventable deaths,' said Dr. Adam Gaffney, lead researcher on a team that explored the new law's impact. Here's a deeper look at the research and challenges that could develop. How the law may affect coverage It will become harder for many people to enroll in Medicaid or individual insurance plans and then stay covered. Medicaid is a state and federally funded program that covers care for people with low incomes. States will have to verify every six months whether someone remains eligible for Medicaid. That could cause coverage lapses for people with incomes that fluctuate or for those who move and miss renewal paperwork. Many also are expected to lose coverage as states require Medicaid recipients to work, volunteer or go to school unless exempted. Enrollment in Medicaid has swelled in recent years. Republicans are cutting back in part to help fund tax breaks and pay for other priorities like border security. They also say they are trying to root out waste and fraud by rightsizing Medicaid for the population it was initially designed to serve — mainly pregnant women, the disabled and children. People covered through the Affordable Care Act's individual insurance marketplaces also will see shorter enrollment windows and no more automatic renewals. About the research Gaffney, of Harvard Medical School, and other researchers looked to past studies to measure how many people would experience detrimental effects, like going without prescriptions, from the upcoming changes. Gaffney updated the published analysis, which was originally based on the House version of the bill, at the AP's request. One study in particular was critical for their work: In 2008, Oregon offered a rare opportunity to compare groups of people enrolled in Medicaid with those who were not. After a four-year period of frozen enrollment due to budget limitations, the state determined it could enroll 10,000 more people in Medicaid. It used a lottery system to make the selection amid high demand. That gave researchers a chance to follow people who got coverage and those who did not, similar to how scientists testing a new drug might compare patients taking it to those given a placebo. 'This is a gold standard research design because it replicates a randomized-controlled trial,' said Christine Eibner, a senior economist at RAND Corp. who was not involved in the study. Applying results from that study and other research to the recent CBO estimate allowed Gaffney and other researchers to estimate specific effects of losing coverage. 'By taking coverage away, we are putting patients in a terrible position,' said Gaffney, a former president of Physicians for a National Health Program. Care could grow complicated Amanda Schlesier went four days without her cancer treatment Calquence this spring and wound up in a local emergency room, delirious with pain. The leukemia patient worries about what might happen if she stops treatment again for a longer stretch because she's lost Medicaid. 'God forbid I forget to fill out a page of documentation, and suddenly I lose access to my medication or my doctors or any of the treatment that I've been going through,' the 33-year-old Farmington Hills, Michigan, resident said. People can still receive care when they don't have coverage, but important steps often are delayed, said Dr. Gwen Nichols, chief medical officer of The Leukemia & Lymphoma Society. Patients may be able to visit a doctor, but they would have to line up coverage or help before they can receive expensive chemotherapy. Diagnosis also may be delayed. Meanwhile, the patient's cancer continues to grow. 'It's a ticking time bomb,' Nichols said. Preventive care may lapse The first thing patients often ditch when they lose coverage are screenings designed to catch health problems before they become serious, said Dr. Jen Brull, president of the American Academy of Family Physicians. That could mean patients skip tests for high cholesterol, which can contribute to heart disease, or colonoscopies that detect cancer. Researchers forecast that a half million fewer women will have gotten a mammogram within the past year by 2034. When patients struggle financially and lose coverage, they focus on things like keeping a place to live and food on their table, said Brull, a Fort Collins, Colorado, physician. 'Seeing a doctor because you don't want to get sick feels like a much lower priority,' Brull said. Financial pressure can build Patients start taking financial hits at all ends of care when they lose coverage. They may have to pay up front or start a payment plan before they receive care, said Erin Bradshaw, an executive vice president with the nonprofit Patient Advocate Foundation, which helps people with medical bills. Anyone with an outstanding balance will have to pay it before the next appointment. Financial assistance may be available, but patients don't always know about it. Getting help also may take time and require the submission of tax returns, pay stubs or some validation that the patient no longer has coverage. Bradshaw said letters stating that a patient has lost Medicaid sometimes arrive a couple months after the fact. That can contribute to treatment delays or missed medication doses. Some patients also try to avoid financial stress by skipping care. Schlesier said she delayed seeing a doctor when she first felt symptoms of her cancer returning because she had no coverage at the time. Staying on medications If prescriptions are too expensive, patients may simply not get them or split the doses to stretch the medicine. For Thomas Harper, it's a question of priorities. 'Sometimes you have to make a choice, how well do you want to eat this week versus taking your medicine,' he said. The West Monroe, Louisiana, truck driver has around $300 a month in prescriptions as he deals with diabetes and recovers from non-Hodgkin lymphoma, a type of blood cancer. Harper, 57, recently returned to work. That meant he lost Medicaid, which covered more of his prescription costs. He's balancing buying his meds with shopping for healthy food that keeps his blood sugar in check and builds his immune system. 'I'll survive, but I know there's people out there that cannot survive without Medicaid,' he said. ___ AP video journalist Laura Bargfeld contributed to this report. ___ The Associated Press Health and Science Department receives support from the Howard Hughes Medical Institute's Science and Educational Media Group. The AP is solely responsible for all content.
The Sun
2 days ago
- The Sun
Pep Guardiola launches new side hustle as Man City boss admits ‘people are waiting for me to fail'
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