0:00:02 > 0:00:05We asked you who's left you feeling ripped off when it comes to your
0:00:05 > 0:00:09holidays, and you came back with a catalogue of travel disasters.
0:00:09 > 0:00:11I thought it was a joke, I really did.
0:00:11 > 0:00:13You know, I started laughing.
0:00:13 > 0:00:15I said, "You cannot be serious."
0:00:15 > 0:00:18They were saying it was not their fault. It was unbelievable.
0:00:18 > 0:00:20I can't even explain.
0:00:20 > 0:00:22So, whether it's a deliberate rip-off,
0:00:22 > 0:00:25a simple mistake or a catch in the small print,
0:00:25 > 0:00:30we'll find out why you're out of pocket and what you can do about it.
0:00:30 > 0:00:32Your stories, your money.
0:00:32 > 0:00:34This is Rip-Off Britain.
0:00:36 > 0:00:39Hello and welcome to Rip-Off Britain, which this series is all
0:00:39 > 0:00:44about some of the disasters that you've told us you experienced while on holiday.
0:00:44 > 0:00:48Now, obviously we all hope our trips away will be hassle-free and full of
0:00:48 > 0:00:50sunshine, just like it is here in Tenerife,
0:00:50 > 0:00:53but occasionally, things do go wrong.
0:00:53 > 0:00:56Sometimes horrendously, as we're going to see.
0:00:56 > 0:00:59If, for instance, the situation in which you suddenly find yourself
0:00:59 > 0:01:02is especially serious or, worse still,
0:01:02 > 0:01:05puts the health of someone with whom you're travelling in jeopardy,
0:01:05 > 0:01:10finding someone to help to get things resolved is going to be your
0:01:10 > 0:01:13priority. But you're going to be miles from home on holiday,
0:01:13 > 0:01:16in a country that may have very different rules and regulations and,
0:01:16 > 0:01:19of course, an entirely different language.
0:01:19 > 0:01:22So it's not always going to be easy to get someone to resolve the
0:01:22 > 0:01:25- situation.- Actually quite a tricky position to be in and, of course,
0:01:25 > 0:01:28it won't help if what's likely to be your first port of call,
0:01:28 > 0:01:31in other words, the company you booked your travel with,
0:01:31 > 0:01:33doesn't necessarily see what's happened
0:01:33 > 0:01:36as anything whatsoever to do with them, which, I'm afraid,
0:01:36 > 0:01:39applies to some of the cautionary tales we're about to hear.
0:01:39 > 0:01:43And, you know, without someone on board to help or even just listen to
0:01:43 > 0:01:45you, the road to recovery can feel
0:01:45 > 0:01:48a very long one indeed, and very frustrating.
0:01:50 > 0:01:55Coming up, a nine-hour wait for a life-saving operation in Mexico,
0:01:55 > 0:01:58all because the insurance company back home couldn't confirm
0:01:58 > 0:02:00it would cover the cost.
0:02:00 > 0:02:03I thought my daughter might die here.
0:02:03 > 0:02:06If they don't pay up, we haven't got the funds to pay for this,
0:02:06 > 0:02:07what are we going to do?
0:02:07 > 0:02:11And a holiday cut short by a life-changing accident.
0:02:11 > 0:02:15But whose responsibility is it to put things right?
0:02:15 > 0:02:18If that had have been me, I wouldn't have been as strong. I'd have died.
0:02:18 > 0:02:21I mean, I used to look at that and think,
0:02:21 > 0:02:23"I'm not going to get out of here."
0:02:27 > 0:02:31Now, wherever you are, if you have an accident or fall seriously ill,
0:02:31 > 0:02:34you're going to want to get treatment as quickly as possible,
0:02:34 > 0:02:35but when you're on holiday,
0:02:35 > 0:02:38the often inevitable hold-ups and finding the right hospital
0:02:38 > 0:02:40or waiting for a doctor to see you
0:02:40 > 0:02:43can be magnified by the complications
0:02:43 > 0:02:46of getting in touch with the insurance company back home that you
0:02:46 > 0:02:49hope will be covering the cost of the treatment you need.
0:02:49 > 0:02:52And when every second counts, as it did for the family we're about to
0:02:52 > 0:02:56meet, that kind of delay isn't just stressful,
0:02:56 > 0:02:59it could even make the ultimate difference to how things turn out.
0:03:03 > 0:03:07These holiday snaps with five-year-old Ellie centre stage
0:03:07 > 0:03:09should be a reminder of all the good times
0:03:09 > 0:03:12on the Whitfield family's recent trip to Mexico.
0:03:14 > 0:03:16But it's another image of Ellie from the holiday
0:03:16 > 0:03:19that brings back the most vivid memories -
0:03:19 > 0:03:20ones they'd like to forget.
0:03:26 > 0:03:27August 2016,
0:03:27 > 0:03:30and Ellie had been particularly looking forward to the trip as
0:03:30 > 0:03:34she was going to play a key role in her grandmother's wedding.
0:03:34 > 0:03:37Ellie was really excited to go on the holiday,
0:03:37 > 0:03:40we'd had it planned for a year and she was going to be bridesmaid.
0:03:42 > 0:03:45It was the furthest that the family had flown together, and with two
0:03:45 > 0:03:49children under five, mum Sophie was keen to get the right insurance.
0:03:50 > 0:03:54She searched on comparison websites and eventually plumped for a policy
0:03:54 > 0:03:57with the company insurefor.com
0:03:57 > 0:04:03paying £22.42 for a single trip economy policy, which included free
0:04:03 > 0:04:07- cover for the children. - It was one of the cheapest,
0:04:07 > 0:04:09it seemed good value for money
0:04:09 > 0:04:11because it had a high level of cover,
0:04:11 > 0:04:14so if anything did go wrong, I know I'd be covered.
0:04:16 > 0:04:19With everything booked and travel insurance secured,
0:04:19 > 0:04:22all the family had to do was look forward to jetting off.
0:04:22 > 0:04:24We were all so excited,
0:04:24 > 0:04:29we'd paid for it the year before, so we had a full year of waiting for
0:04:29 > 0:04:31the holiday and the lead-up to it with the wedding
0:04:31 > 0:04:35and all the family going, we all just couldn't wait to go.
0:04:37 > 0:04:41And when they arrived, everything seemed just what they'd hoped for.
0:04:41 > 0:04:43Our hotel was lovely,
0:04:43 > 0:04:47Ellie loved the pool and the little kids' disco in the night.
0:04:49 > 0:04:53But four days into the trip, Ellie started to feel unwell.
0:04:53 > 0:04:57Sophie initially thought it was just a reaction to the change in water.
0:04:57 > 0:05:01Ellie had stomach cramps, she was in a lot of pain.
0:05:01 > 0:05:03I was just hoping it was a tummy bug
0:05:03 > 0:05:06and everything was going to be all right.
0:05:07 > 0:05:12But it soon became clear that it was something far more serious.
0:05:12 > 0:05:16She was throwing up bright green sick, temperature, she wouldn't eat,
0:05:16 > 0:05:18so we realised there was something more to it.
0:05:20 > 0:05:22As Ellie's condition deteriorated,
0:05:22 > 0:05:24the family took her to see the hotel doctor.
0:05:25 > 0:05:29He felt around her stomach and he noticed it was the right side,
0:05:29 > 0:05:32so he suspected it was appendicitis
0:05:32 > 0:05:34and he recommended we get an ambulance.
0:05:36 > 0:05:40The family was rushed to the nearest hospital, but as is common in this
0:05:40 > 0:05:42kind of situation in foreign hospitals,
0:05:42 > 0:05:46before the doctor would even see Ellie, let alone treat her,
0:05:46 > 0:05:49the family was hit with a demand for cash.
0:05:49 > 0:05:53My partner went into the hospital and he came back and said we needed
0:05:53 > 0:05:56£2,000 for Ellie to be seen,
0:05:56 > 0:05:59and that was just to get into the hospital.
0:05:59 > 0:06:02It was a sense of panic at first,
0:06:02 > 0:06:05I felt just I needed to get her seen,
0:06:05 > 0:06:08so I went into the hospital and rang the insurance.
0:06:09 > 0:06:14Hoping that securing payment from insurefor.com was just a formality,
0:06:14 > 0:06:16Sophie was surprised when the company said
0:06:16 > 0:06:18they'd have to call her back,
0:06:18 > 0:06:22and the insurers couldn't give any idea when that might be.
0:06:22 > 0:06:26At this point, Ellie was screaming in the waiting room in agony and her
0:06:26 > 0:06:30dad had broke down crying, he just wanted to get her seen,
0:06:30 > 0:06:35so I was ringing the insurance all the time, just trying to get them to
0:06:35 > 0:06:36see how critical she was.
0:06:38 > 0:06:40Every moment was critical,
0:06:40 > 0:06:42but the minutes turned into hours
0:06:42 > 0:06:46and there was still no positive response from insurefor.com.
0:06:46 > 0:06:49So Sophie and her partner, Christopher, decided they couldn't
0:06:49 > 0:06:52wait any longer and found the money themselves.
0:06:53 > 0:06:57My partner's mum put it on a credit card, she said, "Just pay it,
0:06:57 > 0:07:00"she needs to be seen," so we just did it.
0:07:00 > 0:07:05The credit card authorisation gave the green light for initial tests
0:07:05 > 0:07:08while the hospital waited for the insurer to confirm cover.
0:07:11 > 0:07:15Ellie had an ultrasound scan and an X-ray, which confirmed that she had
0:07:15 > 0:07:19appendicitis and needed emergency surgery.
0:07:19 > 0:07:23But the hospital said the only way the operation could be carried out
0:07:23 > 0:07:26was if it received confirmation that someone would pay the cost,
0:07:26 > 0:07:29which amounted to over £10,000.
0:07:29 > 0:07:31And again, to Sophie's horror,
0:07:31 > 0:07:35a prompt answer from her insurer wasn't forthcoming.
0:07:35 > 0:07:38I was ringing them every ten minutes, telling them, "Look,
0:07:38 > 0:07:40"she's in and out of consciousness,
0:07:40 > 0:07:43"this is urgent, you need to get her down."
0:07:44 > 0:07:48Now, the insurer would argue that behind the scenes it was working hard to get the family
0:07:48 > 0:07:52the answer it needed, but it's easy to see that miles from home,
0:07:52 > 0:07:55with her daughter's health on the line,
0:07:55 > 0:07:57it didn't look that way to Sophie,
0:07:57 > 0:08:01especially when Ellie took a turn for the worse
0:08:01 > 0:08:03and her appendix actually burst.
0:08:03 > 0:08:06At one point, I thought my daughter might die here.
0:08:06 > 0:08:09If they don't pay up, we haven't got the funds to pay for this,
0:08:09 > 0:08:11what are we going to do?
0:08:11 > 0:08:16That was my main worry after sitting in that hospital for nine hours -
0:08:16 > 0:08:19will she come through and make it at the other end?
0:08:19 > 0:08:21Will I lose her?
0:08:27 > 0:08:31Sophie says it was only after the Mexican surgeon himself got on the
0:08:31 > 0:08:34phone to the insurers, stressing the urgency of the situation,
0:08:34 > 0:08:38that the company was able to finally confirm it would come up with the
0:08:38 > 0:08:40- cash.- It was like a manic rush
0:08:40 > 0:08:44once they said she could have the go-ahead for the surgery.
0:08:44 > 0:08:48The surgeons rushed in and they had her up in the theatre straightaway.
0:08:48 > 0:08:50It was such a relief.
0:08:52 > 0:08:56The surgery was a success and Ellie was admitted to intensive care.
0:08:56 > 0:08:58But to the family's dismay,
0:08:58 > 0:09:02the insurer then said it still wasn't able to confirm whether it
0:09:02 > 0:09:05would cover the hospital's after-care following the operation.
0:09:07 > 0:09:11The insurance had confirmed that they'd pay for her operation,
0:09:11 > 0:09:15but they hadn't confirmed they would pay for her care there afterwards.
0:09:18 > 0:09:21Ellie was discharged after two days in hospital,
0:09:21 > 0:09:25at which point Sophie says they were hit with a bill for around £4,000,
0:09:25 > 0:09:29which appeared to be for her care after the operation.
0:09:29 > 0:09:32But I'm afraid even THAT wasn't the end of it.
0:09:32 > 0:09:33Just two days later,
0:09:33 > 0:09:37Ellie was rushed back into hospital after contracting an infection, and
0:09:37 > 0:09:41to Sophie it didn't seem that insurefor.com was in any rush
0:09:41 > 0:09:45to confirm it would cover the cost of her treatment this time, either.
0:09:47 > 0:09:51And we were back in square one, what were in when we first went.
0:09:51 > 0:09:53They treated her for an infection,
0:09:53 > 0:09:56they treated her without us paying
0:09:56 > 0:09:58any money, but once we got discharged,
0:09:58 > 0:10:01we had to pay again on a credit card.
0:10:04 > 0:10:08Now, the insurer did guarantee that it would pick up that cost,
0:10:08 > 0:10:11which came to around a further £6,000,
0:10:11 > 0:10:14but Sophie and her family had to guarantee the full sum
0:10:14 > 0:10:17on their own credit card just in case.
0:10:17 > 0:10:20So by now, Sophie says they had undertaken to pay out
0:10:20 > 0:10:23around £12,000 for Ellie's treatment,
0:10:23 > 0:10:25which they'd only been able to do thanks to the help
0:10:25 > 0:10:28of generous friends and family.
0:10:28 > 0:10:31And although there was some confusion over the total costs,
0:10:31 > 0:10:33with prices quoted in US dollars,
0:10:33 > 0:10:36Mexican pesos and British pounds,
0:10:36 > 0:10:39Sophie knew this could leave her family seriously out of pocket.
0:10:41 > 0:10:44I felt really guilty, and the other family members, that they'd had to
0:10:44 > 0:10:47put their personal money on a credit card
0:10:47 > 0:10:50just for us to get out of the hospital.
0:10:53 > 0:10:56Though relieved that Ellie was free to return to the UK,
0:10:56 > 0:10:59the couple were distraught at the thousands of pounds of credit card
0:10:59 > 0:11:03payments they'd been forced to authorise in Mexico.
0:11:03 > 0:11:05And their worries only got worse when,
0:11:05 > 0:11:0811 days after they returned home,
0:11:08 > 0:11:11the hospital e-mailed Sophie to say it was still pursuing the insurer
0:11:11 > 0:11:16for payment. And it suggested she chase up the company, too, to avoid
0:11:16 > 0:11:20that £12,000 coming off her and her family's own cards.
0:11:22 > 0:11:25My partner was querying, should we sell our car,
0:11:25 > 0:11:29should we sell our house, where else would we find the money from?
0:11:29 > 0:11:31That was our only options, really.
0:11:33 > 0:11:38Well, luckily it didn't come to that because, shortly afterwards,
0:11:38 > 0:11:41insurefor.com did pay out and settled the bill
0:11:41 > 0:11:43for all of Ellie's hospital treatment.
0:11:43 > 0:11:45But Sophie remains upset at why,
0:11:45 > 0:11:48throughout all of this, they'd had what she considered
0:11:48 > 0:11:51such a slow response from the insurance company.
0:11:52 > 0:11:54As far as she's concerned,
0:11:54 > 0:11:58the insurer made a traumatic situation many times worse and she
0:11:58 > 0:12:02still can't understand why, in an emergency like this,
0:12:02 > 0:12:05an answer can't be given right away.
0:12:05 > 0:12:08If they'd made that decision quicker, we wouldn't have had to
0:12:08 > 0:12:12go through Ellie's appendix bursting and then having to fight off an
0:12:12 > 0:12:15infection and being taken back into hospital.
0:12:18 > 0:12:21So, how quickly should you expect to get a response from your travel
0:12:21 > 0:12:22insurance provider?
0:12:22 > 0:12:25Well, personal finance expert Sarah Pennells says
0:12:25 > 0:12:28that while every second counts in an emergency,
0:12:28 > 0:12:32perhaps surprisingly, there's no set timeframe within which
0:12:32 > 0:12:35insurers have to agree to send payment.
0:12:35 > 0:12:39I think you're in a very difficult situation if you find yourself in
0:12:39 > 0:12:41the circumstances that Ellie's parents were.
0:12:41 > 0:12:45There aren't actually any hard and fast rules that say a time limit by
0:12:45 > 0:12:47which an insurer should deal with a claim.
0:12:47 > 0:12:49And of course, in Ellie's case,
0:12:49 > 0:12:51sort of, hours mattered.
0:12:51 > 0:12:53All you can do, really, is to make
0:12:53 > 0:12:56your voice heard as loudly as possible
0:12:56 > 0:12:59and to make sure that the people at the top of the company
0:12:59 > 0:13:01know this issue, because sometimes
0:13:01 > 0:13:04people who are in the call centres aren't actually
0:13:04 > 0:13:06allowed to make decisions that to you and I
0:13:06 > 0:13:08might seem to be common sense.
0:13:10 > 0:13:15Well, we asked insurefor.com to explain why it took so long to make a decision on
0:13:15 > 0:13:19Ellie's care, especially given the critical nature of the situation.
0:13:19 > 0:13:23It told us that while it was sorry to hear of the situation and
0:13:23 > 0:13:25delighted that Ellie's made a full recovery, it...
0:13:33 > 0:13:37Once the written paperwork and key authorisations were received, it did
0:13:37 > 0:13:39give the go-ahead for surgery.
0:13:39 > 0:13:41And subsequently, after a full
0:13:41 > 0:13:44and thorough review of the family's policy,
0:13:44 > 0:13:47covered the cost of the rest of the treatment.
0:13:47 > 0:13:49The company went on to stress that
0:13:49 > 0:13:51it always aims to deal with customers
0:13:51 > 0:13:54in the shortest time possible, and though it works with third parties
0:13:54 > 0:13:57to administer and underwrite its policies,
0:13:57 > 0:14:02it takes full responsibility for the regulation and administration of
0:14:02 > 0:14:05those policies to ensure that they are fit for purpose
0:14:05 > 0:14:06and meet the needs of customers.
0:14:08 > 0:14:12We also contacted the Association of British Insurers,
0:14:12 > 0:14:16which told us its members understand the need to respond quickly when
0:14:16 > 0:14:18someone needs urgent treatment, and it's...
0:14:26 > 0:14:30It says in an emergency situation, insurers will generally give the
0:14:30 > 0:14:33go-ahead on a presumption there is cover in place,
0:14:33 > 0:14:36keeping in regular contact with the policy holder,
0:14:36 > 0:14:40their immediate family and the medical facility overseas to ensure
0:14:40 > 0:14:42treatment goes ahead as soon as possible.
0:14:45 > 0:14:48In the meantime, though Sophie's trying to concentrate on the good
0:14:48 > 0:14:52memories of the holiday, she can't forget the enormous stress
0:14:52 > 0:14:55that trying to contact her insurer caused.
0:14:55 > 0:14:59From us getting to the hospital to getting an answer from the
0:14:59 > 0:15:04insurance for the go-ahead for the operation, we waited nine hours.
0:15:04 > 0:15:08I paid that money for the insurance thinking everything would be OK.
0:15:16 > 0:15:18Now, as you know, every year we have our pop-up shop.
0:15:18 > 0:15:22It's a drop-in advice clinic where you can share your experiences
0:15:22 > 0:15:25with us, and most important of all, our experts.
0:15:25 > 0:15:26It's all done face-to-face.
0:15:26 > 0:15:30Last time around, I heard one story that really did stick in my mind,
0:15:30 > 0:15:33and not just because of the dramatic results involved,
0:15:33 > 0:15:35but what struck me about it the most
0:15:35 > 0:15:38was the way it underlines how important it can be
0:15:38 > 0:15:42when things go wrong to have somebody acknowledge the extent
0:15:42 > 0:15:45of what you have been through, and really, just to properly listen
0:15:45 > 0:15:47to exactly what has happened.
0:15:47 > 0:15:49Well, the rest of our team found this particular case
0:15:49 > 0:15:53especially memorable, so all of us wanted to find out more.
0:15:56 > 0:15:57This year as ever,
0:15:57 > 0:16:00our Rip-Off Britain pop-up shop helped dozens of viewers
0:16:00 > 0:16:02get an instant resolution to their problem.
0:16:03 > 0:16:06- Thank you very much.- It's an absolute pleasure to meet you.
0:16:06 > 0:16:08- Thank you.- We are very grateful for the help we've had.
0:16:08 > 0:16:09- Thank you.- Thank you, thank you.
0:16:09 > 0:16:11Isn't he a nice man?
0:16:11 > 0:16:12Lovely.
0:16:14 > 0:16:17But when nurses Kate, Linda, Lavinia and Diane
0:16:17 > 0:16:20came to get some advice from Simon Calder,
0:16:20 > 0:16:22it was clear that theirs was a problem
0:16:22 > 0:16:26we were unlikely to be able to resolve there and then.
0:16:26 > 0:16:27Tell me what happened.
0:16:30 > 0:16:32Their story started back in March 2014
0:16:32 > 0:16:36when the ladies had taken a dream holiday to Cuba.
0:16:36 > 0:16:39During the holiday, they decided to visit a market nearby,
0:16:39 > 0:16:41one of the local attractions,
0:16:41 > 0:16:43and the transport they chose to get there
0:16:43 > 0:16:47was a traditional horse and trap, which at the welcome meeting,
0:16:47 > 0:16:52the reps had pointed out could be taken from within the hotel grounds.
0:16:52 > 0:16:55We just went outside, we were directed to the horse and trap...
0:16:55 > 0:16:56This is right outside your hotel?
0:16:56 > 0:16:58It's within the hotel grounds.
0:16:58 > 0:17:02So we climbed aboard and off we went and within ten minutes,
0:17:02 > 0:17:04the nightmare began.
0:17:04 > 0:17:06After a sudden, loud crashing noise,
0:17:06 > 0:17:10part of the steel harness became detached from the horse.
0:17:10 > 0:17:13As a result, the cart started to wobble violently
0:17:13 > 0:17:16and the panicked horse ran off the road, up a steep embankment,
0:17:16 > 0:17:20dragging the cart and all its passengers along after it.
0:17:20 > 0:17:24Diane managed to jump out of the trap, shortly before it overturned,
0:17:24 > 0:17:27with the other ladies, I'm afraid, trapped inside.
0:17:28 > 0:17:30What state were you all in then?
0:17:30 > 0:17:31You must have been petrified?
0:17:31 > 0:17:35I must've lost consciousness because I don't really remember very much.
0:17:35 > 0:17:37My arm was fractured in four places
0:17:37 > 0:17:43and the cart had actually landed on my pelvis and it was fractured,
0:17:43 > 0:17:45it was dreadful.
0:17:46 > 0:17:50Really dreadful, because the ladies all sustained injuries.
0:17:50 > 0:17:52With a fractured pelvis and left arm,
0:17:52 > 0:17:55Linda spent 11 days in a Cuban hospital,
0:17:55 > 0:17:58where the enormity of having such a serious accident
0:17:58 > 0:18:00in a foreign country soon hit home.
0:18:00 > 0:18:02Just get me home now.
0:18:02 > 0:18:06Lavinia, Diane's 72-year-old mum, was left with a neck injury
0:18:06 > 0:18:10and both she and her friend Kate suffered from concussion.
0:18:10 > 0:18:13Diane had damage to her right shoulder, elbow and hand.
0:18:13 > 0:18:17All of them were treated for their injuries in hospital.
0:18:17 > 0:18:19But thousands of miles from home,
0:18:19 > 0:18:22the whole experience was a really traumatic one.
0:18:22 > 0:18:24You just want to get home, don't you, Lind?
0:18:24 > 0:18:26I do.
0:18:26 > 0:18:29With their holiday totally ruined, as soon as they were well enough,
0:18:29 > 0:18:31the ladies flew back to the UK,
0:18:31 > 0:18:33Linda by air ambulance.
0:18:33 > 0:18:36But their journey to recovery was only just beginning.
0:18:36 > 0:18:40As nurses with such busy and physically demanding jobs,
0:18:40 > 0:18:43the impact of their injuries on their lives was even more dramatic.
0:18:43 > 0:18:48Diane needed five months off work and 18 months of physiotherapy.
0:18:48 > 0:18:51Lavinia, Diane's mother, suffered headaches
0:18:51 > 0:18:54and the accident has left her severely shaken.
0:18:54 > 0:18:58Kate, who received a blow to the head, has been similarly affected.
0:18:58 > 0:19:00And for Linda, the injuries she sustained
0:19:00 > 0:19:03have had such a lasting impact that she was forced to take
0:19:03 > 0:19:07early retirement from the nursing career she just loved,
0:19:07 > 0:19:11and she still experiences severe pain from her broken pelvis.
0:19:11 > 0:19:14I mean, that is just all so terrifying, isn't it?
0:19:14 > 0:19:17And in fact you've brought some photographs, have a look at these.
0:19:17 > 0:19:19- Oh, crikey.- This is obviously Linda.
0:19:19 > 0:19:20Yes.
0:19:20 > 0:19:22In hospital.
0:19:22 > 0:19:25So, I mean, it's just horrendous.
0:19:26 > 0:19:29It's not just the injuries that have had an effect on the ladies,
0:19:29 > 0:19:33they all feel that the ways in which the incident has been handled
0:19:33 > 0:19:36by both their tour operator and their various insurers,
0:19:36 > 0:19:38only added to their distress.
0:19:39 > 0:19:43What an awful experience for you all and I understand
0:19:43 > 0:19:47it's still causing you a lot of problems today.
0:19:47 > 0:19:50Let me try to extract the key things here.
0:19:50 > 0:19:54There you were on the holiday of a lifetime to a beautiful,
0:19:54 > 0:19:58fascinating, but very poor country, Cuba.
0:19:58 > 0:20:04You suffer an appalling accident as a result of somebody's negligence.
0:20:04 > 0:20:06That seems to be fairly clear,
0:20:06 > 0:20:10but it's also clear that the negligence was committed
0:20:10 > 0:20:13by somebody who...there's no point suing
0:20:13 > 0:20:15because even if you can track him down,
0:20:15 > 0:20:19you're going to find he's very poor and therefore,
0:20:19 > 0:20:23you are stuck with possibly talking to your tour operator,
0:20:23 > 0:20:26who is going to say, at the welcome meeting we certainly mentioned
0:20:26 > 0:20:30that these things existed, we did not recommend it
0:20:30 > 0:20:32and crucially, we did not sell you that tour,
0:20:32 > 0:20:37you decided to enter into a contract with the provider of that
0:20:37 > 0:20:41horse and trap journey and therefore your issue is with them.
0:20:41 > 0:20:44- They've already said that. - I'm not surprised.
0:20:46 > 0:20:49So having no luck with their travel company,
0:20:49 > 0:20:52and with any legal action against the horse and cart owner
0:20:52 > 0:20:55unlikely to succeed, the ladies turned to their insurance companies
0:20:55 > 0:20:58to see what compensation they might be able to offer
0:20:58 > 0:21:01for the life-changing injuries they've suffered.
0:21:01 > 0:21:03Did you have travel insurance?
0:21:03 > 0:21:04- Yes.- All of you?- Yes.
0:21:04 > 0:21:07I fear the travel insurance will just say,
0:21:07 > 0:21:10"Look, all we are doing is providing backup when things go wrong,
0:21:10 > 0:21:13"and if people are going to go off and be adventurous
0:21:13 > 0:21:16"in wonderful countries, sadly, things will happen.
0:21:16 > 0:21:20"All we are doing is picking up the pieces afterwards
0:21:20 > 0:21:23"to the extent that we are able to,
0:21:23 > 0:21:27"and unfortunately we are not going to have any kind of long-term
0:21:27 > 0:21:30"responsibility for you, for your condition."
0:21:33 > 0:21:35Well, only two of the ladies received any money
0:21:35 > 0:21:37from their various insurance companies.
0:21:37 > 0:21:41Lavinia and Kate received £1,200 each,
0:21:41 > 0:21:45but Diane and Linda haven't received one penny.
0:21:45 > 0:21:48And in Diane's case, she says that's because her insurers told her
0:21:48 > 0:21:51they would only pay out if they thought legal action
0:21:51 > 0:21:53would end in a successful outcome.
0:21:53 > 0:21:56And with the horse and cart driver based in Cuba,
0:21:56 > 0:21:58it didn't seem there was much chance of that one.
0:22:00 > 0:22:03But although the ladies all feel they should be able
0:22:03 > 0:22:05to blame someone or take their case further,
0:22:05 > 0:22:09Simon can't see that there's anything more they can do,
0:22:09 > 0:22:11and that news is a bitter blow.
0:22:11 > 0:22:12What is making you upset?
0:22:12 > 0:22:14The fact that there seems to be little redress?
0:22:14 > 0:22:17Is that what's making you upset?
0:22:17 > 0:22:21No, it's just the photographs bring it back.
0:22:21 > 0:22:25I think to myself, a lovely holiday, my whole life's changed.
0:22:25 > 0:22:28A career that I loved has gone.
0:22:28 > 0:22:33So sad and it's clear to see how raw this whole experience has been.
0:22:33 > 0:22:37So Simon asked Martin James from the Financial Ombudsman Service
0:22:37 > 0:22:40what he made of how this tricky case had been handled.
0:22:40 > 0:22:43One of the things that's really, really important
0:22:43 > 0:22:46is knowing that you've actually done as much as you can
0:22:46 > 0:22:49and at least your voice has been heard.
0:22:49 > 0:22:52I get the impression you've really not been listened to very much.
0:22:52 > 0:22:54Only today.
0:22:54 > 0:22:57Certainly, there are lots of restrictions on insurance policies,
0:22:57 > 0:22:59but the question is what's the right thing to do here?
0:22:59 > 0:23:03Sometimes insurance companies can be very, very literal,
0:23:03 > 0:23:06and actually it's just a case of finding somebody in charge
0:23:06 > 0:23:08to have a look at the whole situation.
0:23:08 > 0:23:11I'll ask one of our experts if we can look at the cases together
0:23:11 > 0:23:15and see if we can get the insurance company just to kind of respond to you,
0:23:15 > 0:23:19- and, at the very least, we'll make sure your voice is heard.- Thank you.
0:23:20 > 0:23:23Back at home, away from the bustle of the pop-up shop,
0:23:23 > 0:23:26it's very clear to see the women were still coming to terms
0:23:26 > 0:23:28with what had happened to them.
0:23:28 > 0:23:30Just get me home.
0:23:30 > 0:23:32If that had been me,
0:23:32 > 0:23:35I wouldn't have been as strong, I'd have died.
0:23:35 > 0:23:38I used to look at that and think, "I'm not going to get out of here."
0:23:40 > 0:23:42I've started already!
0:23:42 > 0:23:44I know, don't worry, Lind.
0:23:44 > 0:23:47My life's completely changed.
0:23:47 > 0:23:50Even sitting here now,
0:23:50 > 0:23:52I'm in pain down this side
0:23:52 > 0:23:55because this is the side where the actual,
0:23:55 > 0:23:58the fractures at the back, it buckled.
0:23:59 > 0:24:02It's going to be there always, every time it starts up,
0:24:02 > 0:24:04I need to do physio.
0:24:05 > 0:24:07Now, dreadful as this case is,
0:24:07 > 0:24:10it's a very useful reminder of the limitations of what any
0:24:10 > 0:24:13travel insurance policy you might have is likely to cover.
0:24:13 > 0:24:16Because once the overseas medical bills have been paid
0:24:16 > 0:24:18and the cost of getting home has been covered,
0:24:18 > 0:24:21the insurer's responsibility actually ends there.
0:24:21 > 0:24:25And even though the horse and cart may have been suggested
0:24:25 > 0:24:27by the holiday rep as a means of getting around,
0:24:27 > 0:24:30the journey the ladies took was certainly taken
0:24:30 > 0:24:32very much at their very own risk,
0:24:32 > 0:24:35a fact they have found out a very hard way.
0:24:35 > 0:24:39It all has an impact, I think, because when I came back
0:24:39 > 0:24:43I was chatting to people about it and there was a degree
0:24:43 > 0:24:46of post-traumatic stress there.
0:24:46 > 0:24:50And I don't think that's gone, because I don't talk about it.
0:24:50 > 0:24:54The difficulty though, Linda, is, that when we talk about it,
0:24:54 > 0:24:55we relive the whole event.
0:24:55 > 0:24:57Yeah.
0:25:01 > 0:25:03Well, after we filmed with the women,
0:25:03 > 0:25:06in one of his last acts before leaving the Financial Ombudsman Service,
0:25:06 > 0:25:09Martin James reported back to us with the news
0:25:09 > 0:25:13that although the insurance companies in Lavinia, Kate and Linda's case
0:25:13 > 0:25:17had not acted improperly, his team's investigation had decided
0:25:17 > 0:25:20that in the case of Diane, the insurance company
0:25:20 > 0:25:23and its underwriters could have done better in communicating
0:25:23 > 0:25:25their reasons for not paying out,
0:25:25 > 0:25:29and as a result, they promised £150 by way of apology.
0:25:31 > 0:25:35But far more important than the money for all of the women
0:25:35 > 0:25:37is having had someone to listen to their complaint
0:25:37 > 0:25:40and take it seriously, and that's something I'm very glad to say
0:25:40 > 0:25:44we were able to provide at the pop-up shop that day.
0:25:44 > 0:25:47And although that isn't to say the ending is a happy one,
0:25:47 > 0:25:52they'd all agree that it's gone a little way towards speeding up their recovery.
0:25:53 > 0:25:55I was absolutely thrilled
0:25:55 > 0:25:59and we were really excited that actually we'd have the chance
0:25:59 > 0:26:00to go and tell our story.
0:26:00 > 0:26:03That's all I contacted Rip-Off Britain for,
0:26:03 > 0:26:06was to generate a little bit of public awareness
0:26:06 > 0:26:09of when you're involved in something bad like we were,
0:26:09 > 0:26:11nobody really is there to help you.
0:26:21 > 0:26:23If you have a story you'd like us to investigate,
0:26:23 > 0:26:27then we now have even more ways to get in touch.
0:26:27 > 0:26:29You can join in the conversation on our Facebook page,
0:26:29 > 0:26:32just look for BBC Rip-Off Britain.
0:26:32 > 0:26:35As well as the most up-to-date news, you'll also find exclusive,
0:26:35 > 0:26:38behind-the-scenes clips and pictures from the show.
0:26:38 > 0:26:40Or you can log onto our website,
0:26:40 > 0:26:44bbc.co.uk/ripoffbritain,
0:26:44 > 0:26:47where there's plenty of advice and fact sheets
0:26:47 > 0:26:49full of tips on how you can avoid getting ripped off.
0:26:51 > 0:26:53Or, if you'd like to send us an e-mail,
0:26:53 > 0:26:58then our address is...
0:26:59 > 0:27:01Or indeed, if you want to send us a letter,
0:27:01 > 0:27:06then our new address is...
0:27:14 > 0:27:16Well, we've heard some deeply upsetting stories
0:27:16 > 0:27:18on the programme today, and I have to say
0:27:18 > 0:27:22I feel real sympathy for those women who had that awful accident in Cuba.
0:27:22 > 0:27:25Not only was the trauma itself difficult to bear,
0:27:25 > 0:27:27but what's equally harsh is the fact that it seems
0:27:27 > 0:27:30there isn't really anyone who can take responsibility.
0:27:30 > 0:27:33They just have to try and move on and put it all behind them.
0:27:33 > 0:27:36And so, I think you can totally understand and see
0:27:36 > 0:27:38why they just wanted someone, at the very least,
0:27:38 > 0:27:41to listen to what they've been through.
0:27:41 > 0:27:43And you know, I do think that, quite often,
0:27:43 > 0:27:47just being heard can mean as much as compensation to some people,
0:27:47 > 0:27:49and it's pretty obvious that, sometimes,
0:27:49 > 0:27:51big companies just forget that, don't they?
0:27:51 > 0:27:53Yes, they do. And I think what we've all learned from today
0:27:53 > 0:27:56is the fact that, no matter what the situation is,
0:27:56 > 0:27:58we want people at least to listen to us and maybe give a degree
0:27:58 > 0:28:02of understanding or sympathy, whatever goes with the territory,
0:28:02 > 0:28:04but generally, it's how an incident is dealt with
0:28:04 > 0:28:07that can make all the difference, and I think, on that note,
0:28:07 > 0:28:09that's where we've got to leave it for today.
0:28:09 > 0:28:13But do please keep sending in your stories and your experiences.
0:28:13 > 0:28:15Not just about holidays, of course,
0:28:15 > 0:28:18but on any topic whatsoever that you'd like us to investigate.
0:28:18 > 0:28:20We've got lots more programmes coming up this year.
0:28:20 > 0:28:22But for now, thank you very much for your company,
0:28:22 > 0:28:25hope you've enjoyed the programme, and from all of us, bye-bye.
0:28:25 > 0:28:26- Goodbye.- Goodbye.