An Aussie couple have taken their insurer to task after their dream holiday in Bali turned into a nightmare and they were forced to pay off $8,000 in medical bills.
Kayla Heagney, 29, and her partner Nicola Fox, 30, flew with their two-year-old son from Newcastle, on the NSW central coast, to the Indonesian hotspot last week.
The family had been planning the trip for some time, with the overseas holiday a gift for Mrs Fox’s 30th birthday.
After they arrived, Ms Heagney began experiencing severe pain and decided to be examined at a hospital, where she was immediately placed in intensive care.
Doctors told her she had acute pancreatitis, a medical condition that occurs when the pancreas swells.
Kayla Heagney (pictured) was placed in the intensive care unit of a hospital in Bali while on holiday with her partner after being told she had acute pancreatitis
Ms Heagney was told she could die if she was not treated, but it would cost $1,500 a night plus additional medical costs to keep her in hospital.
Ms Heagney, who has been to Bali more than half a dozen times, initially thought it was just a mild stomach ache.
“It all happened very quickly, it was so frightening that I didn’t know what the outcome would be,” she said A current issue.
Ms Fox contacted their travel insurer Budget Direct to check whether their medical costs would be covered.
“The insurance company said they would take at least 24 hours to conduct their investigation to ensure that what Kayla was experiencing did not already exist,” she said.
Ms Fox contacted her doctor, who advised them to fly back to Australia.
The terrified mum claimed Budget Direct had warned they would not cover her partner if she was discharged from hospital against medical advice.
“I felt like this was the only chance I had to go home and get the treatment, which meant I was going against what the travel insurance told us,” Ms Heagny said.
Mrs. Fox was forced to turn to her father for help to finance the cost of their plane tickets after the couple racked up thousands of dollars in medical bills.
“I called mom and dad and was crying inconsolably at that point,” she said.
“I just said we need help getting home. We can’t afford it because we spent all our money in the hospital and we couldn’t afford to go home.”
The couple then took the next available flight home after Mrs Heagney was discharged.
Budget Direct investigated the couple’s claim and their medical costs have been reimbursed.
The couple (pictured) were told by their travel insurer that they would not be covered if Mrs Heagney is discharged from hospital against medical advice
Mrs Heagney (pictured right) is now recovering at home after Mrs Fox (pictured left) was forced to turn to her father to help them cover the cost of their plane tickets
The couple said they were dissatisfied with the services provided by their insurer.
“I looked through all the product information and checked if they had a 24-hour phone line… so I thought I had done the right things,” Ms Fox said.
“But the reception I received didn’t feel like a safety net at all.”
Ms Fox has warned travelers to make sure they double check they are covered when they go on holiday.
“I think it just makes you so strict with insurance. “I thought buying comprehensive coverage was enough,” she said Yahoo.
“We were fortunate that we had some money to fall back on, but that money quickly ran out to get the right coverage.”
A spokesperson for Budget Direct told Daily Mail Australia the claim was paid within 48 hours of receiving the couple’s request.
“Our travel insurance is supported by a highly trained and specialized medical assistance team, including doctors with several years of aeromedical and repatriation experience,” he said.
“Australian travelers are generally aware that flying is not without risk, especially on longer-haul flights, as there may not be the right medical expertise on board if something goes wrong.”