Episode 8 Rip Off Britain


Episode 8

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We asked you who's left you feeling ripped off when it comes to your

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holidays and you came back with a catalogue of travel disasters.

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This can't be happening.

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It's a nightmare. Wake me up from it, please.

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It was just a shambles.

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That's the best way to say it. It was just a shambles.

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So, whether it's a deliberate rip-off, a simple mistake,

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or indeed a catch in the small print,

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we'll find out why you are out of pocket and what you can do about it.

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Your stories, your money.

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This is Rip Off Britain.

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Hello and welcome to a wonderfully sunny series of Rip Off Britain,

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coming to you from the island of Tenerife where

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we've come to investigate

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some more of your problems with holidays and travel.

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And every one of those stories we're going to be looking at today

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has exactly the same thing in common.

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Their trips were totally derailed by

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dramatic events that they just had not seen coming.

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In fact, the word dramatic perhaps underplays it

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because it's no exaggeration to say that some of these cases

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really were a matter of life and death, with the people involved

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having to put their fate in somebody else's hands.

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And as if that wasn't bad enough, once the dust had settled,

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trying to get back some of the money for a holiday that was left

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in tatters has proved extremely difficult.

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Well, sometimes, it turns out there's very little you can do

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to protect yourself or your family against unexpected events,

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or to prevent nature taking its course.

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But we on Rip Off Britain firmly believe that forewarned is forearmed,

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so listen up for some tips on how, even if you can't prevent

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such disasters, you can minimise the fallout.

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Coming up, a chateau hit by lightning and a family

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running for their lives. But with more shocks to come,

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could you too face the same terrifying costs

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if catastrophe strikes your holiday?

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We were just completely shocked.

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It seemed ridiculous.

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Something that's completely out of our control.

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There's no way they can get us on this.

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And a race against time

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when a baby made an unexpectedly early appearance

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thousands of miles from home.

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It wasn't until we were told by the doctor they had no facilities there

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for a premature baby that we started to panic, really.

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Now, one of my absolute favourite holiday destinations is France.

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I just seem to love everything about it.

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I like the food, I like the people and of course the differences

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in culture, but one difference that

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I must admit I hadn't really stopped to think about is whether insurance will always work

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in the same way over there as it might in the UK.

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So, I was genuinely shocked to hear what the family in our next story went

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through on their most recent trip across the Channel.

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And I imagine that, as it did with me,

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their experience will have you double-checking the fine print of your own cover

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the next time you're getting ready to go away.

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It should have been the most perfect summer holiday.

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A week in a 15th-century chateau in the French countryside

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with five acres of garden and a pool for the children.

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But I'm afraid it ended abruptly with a very scared family fleeing into the night...

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We have got to get out of this house now.

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..and watching the property they had rented go up in flames.

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The roof right properly five feet from where we

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were sleeping above our heads, was fully on fire.

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It was properly ablaze.

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OK, cool.

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Danny Webb, his partner and their son Albie from East Sussex

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love combining their annual holiday with a proper catch up

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with close relatives, and 2015 was no exception.

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We all go as a family once a year and this year it was France,

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so six adults and six kids.

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We found this amazing chateau.

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Danny paid 2,000 euros to rent the chateau in Realville for seven nights,

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booking directly with the owner.

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The family paid a further ?46 for an insurance policy with AXA

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so that they would be protected if anything went wrong.

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Although at first,

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it's very hard to imagine anything could spoil things.

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When we got there, it was amazing.

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The kids immediately ran off,

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they were up, like, the tower and running around.

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And, "This is my bed!" "Bagsy this bed!" That kind of thing.

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It was a pretty picturesque, beautiful place in France.

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It's exactly what you want from a French holiday.

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Four days in and everyone was really enjoying themselves.

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It was a beautiful, clear, sunny day in Toulouse, it was boiling hot.

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The kids were in the pool.

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And things got even better with the stunning spectacle of the annual Perseids meteor shower.

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It seemed almost perfect, you know.

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The kids fell asleep, we were just having a nice,

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relaxed evening watching the meteor shower.

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It was the perfect day.

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But that night, after the family had gone to bed,

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a lightning storm broke the beautiful weather.

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And as the storm raged throughout the town,

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with lightning piercing the sky above the chateau,

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Danny was woken by a particularly loud sound overhead.

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There was a huge bang and I was lifted out of the bed by about an inch,

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I'd say, and literally sat bolt upright in bed, "What was that?"

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Danny soon realised that the noise had been

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something much more worrying than simply another thunderclap.

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The roof of the chateau had been struck by lightning

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and worse was still to come.

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My partner said, "There's a bright orange light in the corner,

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"why is that there?"

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And I said, "I've got no idea."

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Because the electric... We knew the electrics had gone because we couldn't

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switch the lights on. They'd gone with the lightning strike.

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And at that point, we realised that the roof was on fire.

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The fire very quickly took hold,

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ripping through the whole of the chateau.

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So, the family had to act fast

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and all 12 of them were able to escape unharmed.

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And as well as the damage to the chateau,

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most of the family's possessions, including their clothes,

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all their train tickets and even a passport had been destroyed.

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They were very lucky, but in order to return to the UK,

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they needed to drive over two hours to the British Consulate in Bordeaux

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to get a replacement passport.

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And by the time they added to that the cost of replacement clothes, food,

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two nights in a hotel in Bordeaux, the new train tickets for 12 people,

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they were 3,140 euros out of pocket.

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The money had gone. The cash had been burnt.

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Luckily, we had two credit cards that we could use.

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We were kind of OK with that because we said, "Well,

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"we're going to get the money..." You know, by the time we get home,

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the insurance will be fine and we'll get it all back.

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But on top of all the drama of the fire, once they got home,

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the family was about to have two very nasty surprises involving insurance.

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And they're both things that you could very well fall foul of, as well.

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The first only became clear after they'd been in touch with the chateau owner's

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French insurance company called Gan,

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which they hoped would reimburse them for the expenses they'd incurred

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as a result of the fire.

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We knew to keep our receipts,

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make a list of everything and my partner e-mailed all the stuff for the

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claim and said, "This is what we've lost due to this fire.

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"Can you please advise how to proceed from here?"

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We kept sending e-mails and it was now getting into like a month,

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you know, two months,

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and at this point, credit card bills need to be paid.

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But with no word from the French insurers,

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Danny turned to his own travel insurers to see if that would pay out for

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all those additional expenses.

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And it was at that point he realised that that policy didn't do quite what

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he assumed it would.

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The travel insurance would only cover the actual stuff we had with us,

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like our baggage and that kind of stuff.

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But they wouldn't pay for anything incurred subsequently.

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So, like, after the fire, the hotel,

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the...you know, getting to and from the hotel, the meals,

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the extra clothes that we had to buy because we no longer had any clothes,

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all that stuff was not going to be covered.

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That's because Danny's policy didn't include what's usually known as

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disruption cover, which protects you from all the extra costs you can face

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if something on your trip goes wrong.

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As a result, the family could only claim back from insurers AXA around ?1,000.

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Less than one third of what they had spent as a result of the fire.

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Now, many policies do include a disruption clause,

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but if your holiday insurance doesn't have it either,

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you may still be able to get it as an add-on,

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as personal finance expert Sarah Pennells explains.

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Travel disruption cover is a really useful part of travel insurance,

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but it's something that many people don't realise they need.

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What it will pay for is the cost of the extra expenses if you have to

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cancel your holiday or for example if the accommodation that you

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turn up at has a problem. There's a flood or there's a fire.

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Anything like that.

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Now, sometimes it's sold as part of a standard insurance policy,

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normally the more expensive option.

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Or you can buy it as an add-on to your own insurance policy.

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Sometimes you can buy it as a stand-alone.

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It's not too expensive, it'll cost generally between ?10 and ?20.

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Around that mark.

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Luckily for Danny,

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the family found a solution on their existing home insurance,

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so it really is worth checking what your contents cover actually includes.

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Someone had mentioned your home contents insurance being able to cover

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your contents even though they're not in the home.

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So, my partner looked into this and it turned out this was the case.

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We could get money back for our clothes that we'd lost as long as could

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prove that we had them, photographs or receipts.

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Making that claim did mean that the family lost its eight-year no-claims bonus,

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increasing their premiums from ?618 to ?848.

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But they soon had a much bigger financial headache on their hands and,

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goodness, I warn you, this one is an absolute shocker.

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Four months after their trip,

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the chateau owner's French insurer Gan

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finally contacted Danny and his partner with some alarming news.

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Gan was holding them responsible for the damage to the property.

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That's not as absurd as it sounds because under French law,

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the person staying in the property is responsible for damage caused to it

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and with the insurer disputing that the fire had actually been started by lightning,

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it was now demanding that the couple stump up...

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and wait for this, 500,000 euros.

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We were just completely shocked, you know.

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It was just at... It seemed ridiculous.

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We knew it was a lightning strike. Everyone had confirmed that.

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It's force majeure, it's an act of God,

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it's something that's completely out of our control.

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There's no way they can get us on this.

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Danny knew that the fire was caused by lightning,

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but proving it would be another matter.

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Fortunately for him, this time his ?46 holiday cover with AXA came to the rescue.

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Now, it might not have included everything he ended up needing,

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but in this case it came up trumps because it covered public liability,

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which meant it was able to step in and pay for a fire inspector

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to go and inspect the site,

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and investigate the cause of the fire on the family's behalf,

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saving Danny and his family from losing hundreds of thousands of pounds.

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But all of this underlines why if you're booking accommodation directly

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with the owner, as Danny did,

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you should make extra sure that your travel insurance is watertight

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and getting adequate personal liability cover is a key part of that.

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In France, if you rent a property and something happens to it,

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you're liable - it's part of the French civil code

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and having looked it up, it is correct.

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Certainly relating to fire.

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If there's fire damage while you're there and you're renting it,

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then you are responsible unless you can show that it was an accident

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or an incident beyond your control.

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If there's a lesson for all this,

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it would be to check the small print of the policy when it comes to

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personal liability cover because what that cover does is pay out

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if there's something that you're deemed to have been responsible for.

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Make sure you've got at least ?1 million worth of cover.

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More may be a good idea.

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But for Danny, the experience of the fire and unpicking what his insurance

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did and didn't cover has left him very cautious about booking the same kind of holiday again.

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It does leave a kind of a nasty taste in the mouth, and I suppose we will

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consider all that before we think of booking to go again.

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It would've been much easier to deal with all that stuff

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had it been in the UK.

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Our travel expert Simon Calder has all the secrets to save you money

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on your travels. He's full of tips on everything,

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from how to avoid the crowds,

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to the best way to steer clear of those tourist traps.

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This time, cruises.

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They've become one of the fastest-growing holiday options over the past 20 years,

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with almost 1.8 million British holiday-makers

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now reckoned to set sail on a cruise every year.

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You only have to unpack once -

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that's the slogan often used to entice people on board cruise ships.

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Once you've checked into your cabin,

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you'll drift to a succession of lovely islands or coastal ports,

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while enjoying five-star meals.

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But how much will it cost you?

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Well, Simon says working that out isn't always straightforward.

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Let's start with the price.

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Let me tell you the deal on most cruise ships.

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The headline amount that you pay your travel agent or cruise line is only

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part of the revenue you're expected to contribute.

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You'll also be expected to tip, probably in US dollars.

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The equivalent of around ?10 per person per day.

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For a couple on a fortnight's cruise, that's nearly ?300.

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Onboard sales are crucial for cruise lines.

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While meals are included, drinks generally aren't.

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And on everything from morning coffee to postprandial port,

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you can expect to pay a service charge of up to 18%,

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and shore excursions are handsomely profitable.

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Clearly, cruises can be pricey.

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But there are deals to be had.

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When's the best time to book?

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If you're travelling at peak time,

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Christmas and New Year in the Caribbean, August in the Baltic,

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or you want a specific cabin on a particular cruise,

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then book as early as you can.

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However, the cruise industry business model

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requires that practically every cabin has to be filled.

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So, if you're prepared to take a chance at the last minute,

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then you could grab a bargain

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with just a week or so to go before departure.

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One final tip - with unlimited food on board,

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it's easy to put on a pound for every day you spend at sea.

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The best way to tackle mid-ocean spread, forget the lifts,

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stick to the stairs.

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stick to the stairs.

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Many of us book our summer holidays up to or even more than a year in advance,

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either to take advantage of a good deal,

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or perhaps to tie in with a special event.

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But a year can be a long time

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during which your personal circumstances can change dramatically.

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They certainly did for the two couples in our next film,

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when they found they were expecting a baby

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months after they'd booked and paid for their trips.

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And as you'll see in both cases,

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that led to some rather unexpected complications.

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Painting the nursery...

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You've missed a bit.

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..choosing names...

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Hazard.

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..and shopping for prams.

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I like the colour of that one. Do you?

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Yeah. I think I do like it.

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All part of the excitement that comes with preparing

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for a new addition to the family.

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I like him. He's really snugly. He's nice.

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And when paramedic Eddie and primary school teacher Lisa

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discovered that they'd got a baby on the way in March 2016,

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the news was all the sweeter for coming out of the blue.

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He's got long ears. He's got nicer ears.

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It's hard to put into words just how exciting something like that is.

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Especially when we've... We've wanted it for quite a long time, haven't we?

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So, yeah, it came as quite a shock to us.

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But, yeah, tremendously exciting.

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Yeah, it was fantastic.

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But there was a bit of a problem.

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Thank you very much. Thank you.

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Four months earlier in November 2015,

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Eddie and Lisa had booked a trip of a lifetime to Las Vegas

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and San Francisco.

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It was a complete once-in-a-lifetime...

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Yeah. ..holiday and experience that we wouldn't be able to do

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at any other point, really.

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Before we had children, as well.

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Yeah. So, we planned to get remarried there in the white chapel

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and all these crazy things that you do in Vegas.

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The flights, booked with Virgin Atlantic via website Expedia,

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had cost the couple almost ?2,400,

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as they were travelling in the school break.

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And however welcome the pregnancy was,

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it did throw something of a spanner into their travel plans.

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We found out I was 14 weeks.

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I remember sitting in the waiting room, didn't we?

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And we were looking at the scan, really excited and ringing everybody,

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as you do, and texting everybody.

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All of a sudden thinking, "Oh, hang on, that will mean that I will be...

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.."32 weeks pregnant on the 3rd of August."

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Four days before we were supposed to fly.

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Come back...

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That meant by the time of their return flight,

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Lisa would be 34 weeks pregnant.

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Try as he might, Eddie couldn't find an insurance policy that would cover

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them past 32 weeks and with the cost of health care so high in the US,

0:18:040:18:09

they knew they couldn't afford to be in California

0:18:090:18:12

if Lisa suddenly went into labour.

0:18:120:18:14

To have a baby delivered normally after 32 weeks in America

0:18:140:18:18

would cost anywhere between $3,000 and $25,000,

0:18:180:18:21

which was just a crazy amount of money

0:18:210:18:24

that we just wouldn't be able to afford.

0:18:240:18:26

We're not in a position to do that.

0:18:260:18:28

So, much to their disappointment,

0:18:280:18:30

the couple felt they had no choice but to cancel their holiday.

0:18:300:18:33

It just seemed madness, really, that there was no option for us.

0:18:330:18:36

It felt like there was no option other than to not go.

0:18:360:18:39

Which was a real shame, wasn't it? Yeah.

0:18:390:18:41

They contacted both Virgin and Expedia to ask for a refund,

0:18:430:18:47

but the response was a shock.

0:18:470:18:49

When Virgin told us that we couldn't get the money back, we were just stunned, really.

0:18:490:18:53

They basically said because the flights were non-refundable,

0:18:530:18:56

there was nothing they could do. It was in the terms and conditions.

0:18:560:18:59

It seemed completely unreasonable,

0:18:590:19:00

considering especially the amount of notice that we'd given to them.

0:19:000:19:03

The couple were told that as Expedia's terms and conditions had made clear,

0:19:040:19:09

the flights weren't refundable,

0:19:090:19:10

the only money they'd be able to get back was the taxes they'd paid.

0:19:100:19:15

The flights cost just under ?2,400

0:19:150:19:17

and we'd been told that we could get ?222 back,

0:19:170:19:21

which just seemed insane.

0:19:210:19:24

There you go, my love. Thank you.

0:19:240:19:26

Eddie tried suggesting that they transfer the flights to Lisa's parents,

0:19:260:19:29

but was told that wasn't possible, either.

0:19:290:19:32

It just seemed completely unreasonable they wouldn't change the names.

0:19:320:19:35

Yeah. We would have happily paid an admin fee.

0:19:350:19:38

Now, on Virgin, unlike some other airlines, with a doctor's note,

0:19:380:19:42

pregnant women can fly right up to 36 weeks.

0:19:420:19:45

But doing so would mean travelling without insurance so close to the due date

0:19:450:19:50

and Lisa and Eddie didn't want take that risk.

0:19:500:19:53

I felt Virgin's kind of response was completely irrational and the fact

0:19:530:19:57

that they said, well, it's not our fault,

0:19:570:19:59

you can still travel, you can still fly.

0:19:590:20:01

Clearly we're not going to be able to fly without travel insurance.

0:20:010:20:05

When we put these points to Virgin and Expedia,

0:20:050:20:07

both companies reiterated that in this instance,

0:20:070:20:10

the fare booked was a non-transferable and non-refundable ticket.

0:20:100:20:15

They added that customers are made aware of any terms and conditions at the

0:20:150:20:19

time of booking, and went on to say

0:20:190:20:21

that if there's a chance changes might be needed,

0:20:210:20:24

a flexible ticket should be booked to avoid any disappointment.

0:20:240:20:28

Expedia also explained that for security reasons,

0:20:280:20:31

the name on a ticket must exactly match the name written in a passport.

0:20:310:20:35

So, in the vast majority of cases,

0:20:350:20:38

even a name amendment will require a new ticket to be issued.

0:20:380:20:41

Well, you can understand why Lisa and Eddie no longer felt they could travel.

0:20:440:20:48

And the experience of Sharon Halls from Ipswich just underlines

0:20:480:20:53

why they were right to be concerned about what might happen.

0:20:530:20:56

Sharon, too, had booked a flight long before becoming pregnant.

0:20:560:20:59

This time to the Dominican Republic and for a very special occasion.

0:20:590:21:04

When I was asked to be maid of honour to my best friend's wedding,

0:21:040:21:07

I was over the moon.

0:21:070:21:09

She'd said she was going to get married abroad,

0:21:090:21:11

which made it all the more exciting.

0:21:110:21:13

13 months after Sharon booked the trip, she found out she was pregnant.

0:21:130:21:18

By the time the wedding came out, she'd be 26 weeks.

0:21:180:21:21

So, determined not to miss out on her friend's big day,

0:21:210:21:24

she checked with her doctor that she would still be safe to travel.

0:21:240:21:28

We knew we were OK to fly.

0:21:280:21:31

I wouldn't have gone if they'd said, "No, you're not fit to fly."

0:21:310:21:35

After being given the medical all clear, Sharon and her partner, Daniel,

0:21:390:21:42

double-checked with their insurer that they'd be covered for any hospital bills

0:21:420:21:46

should she go into labour whilst in the Dominican Republic.

0:21:460:21:50

And after confirming that she would be,

0:21:500:21:52

the couple decided to go ahead with the trip.

0:21:520:21:55

The holiday was great.

0:21:550:21:57

Beautiful beaches, sun all day.

0:21:570:22:00

Just relaxing, really.

0:22:000:22:02

But two days before the couple were due to return to the UK,

0:22:030:22:07

Sharon went into labour.

0:22:070:22:09

We were completely in denial.

0:22:090:22:10

I was like, "She can't give birth now. She can't give birth now.

0:22:100:22:13

"This is too early."

0:22:130:22:14

I didn't want to...

0:22:140:22:16

to give birth there,

0:22:160:22:18

I had a birth plan!

0:22:180:22:19

Of course, all plans went out of the window

0:22:190:22:22

and Sharon was rushed to the nearest hospital.

0:22:220:22:24

But it wasn't equipped to deal with a baby born so early.

0:22:240:22:28

It wasn't until we were told by the doctor that they had no facilities

0:22:280:22:33

there for a premature baby that we started to panic, really.

0:22:330:22:38

The nearest premature baby unit was at a private hospital two hours away.

0:22:380:22:42

But before they could move there,

0:22:420:22:44

the couple were told that they'd have to pay $10,000 for their care,

0:22:440:22:48

so they wanted to be sure their insurer would,

0:22:480:22:50

as it had previously suggested, cover the cost.

0:22:500:22:53

It was a race against time because my baby had to wait for us to come up with the funds.

0:22:530:22:59

We were on the phone backwards and forwards

0:22:590:23:02

to the insurance company to try and sort it.

0:23:020:23:05

And they just kept saying, "In theory, we're going to pay."

0:23:050:23:09

So, in theory, that didn't get us moving.

0:23:090:23:12

And we needed to know

0:23:120:23:15

as soon as possible what was going to happen.

0:23:150:23:17

With Sharon getting ever closer to giving birth,

0:23:170:23:20

the couple felt their best choice

0:23:200:23:22

was to try and get the $10,000 together themselves.

0:23:220:23:25

We pulled as much as we could together,

0:23:250:23:29

several credit cards and the rest of it.

0:23:290:23:32

And off we went. We just needed to get there and it was scary.

0:23:320:23:36

Upsetting.

0:23:360:23:38

With the money cobbled together,

0:23:390:23:41

Sharon and Daniel raced to reach the specialist private hospital

0:23:410:23:44

and they arrived with hardly a minute to spare.

0:23:440:23:46

Their baby, Evie, was born on the 28th September 2015

0:23:480:23:52

just over 12 weeks premature and weighing only 2lb 10oz.

0:23:520:23:57

Compared to all the other babies in the room, she was so tiny.

0:23:570:24:00

I couldn't touch her.

0:24:010:24:03

I couldn't hold her.

0:24:030:24:05

It was a good feeling to see her, though.

0:24:050:24:08

But Evie needed round-the-clock care and of course that was going to cost

0:24:100:24:14

an extra $2,500 a day.

0:24:140:24:17

Rather than pay that, the insurance company recommended that Evie was moved instead

0:24:170:24:22

to a local public hospital which was free.

0:24:220:24:24

After meeting the dedicated team of doctors and nurses at the public hospital,

0:24:240:24:29

the couple were reassured that this was the best place for Evie

0:24:290:24:33

to be cared for, after all.

0:24:330:24:35

And there was no need to pay privately.

0:24:350:24:37

And within seven days of Sharon going into early labour,

0:24:370:24:41

their insurers did agree to pay that initial $10,000,

0:24:410:24:45

plus any other expenses relating to Evie's care.

0:24:450:24:48

That financial support turned out to be invaluable.

0:24:500:24:53

Evie's health complications meant it was four months until they made it back home.

0:24:530:24:58

It was amazing to just know that we were finally taking her back to see people who... Like his mum.

0:25:000:25:06

Yeah, my family, your family.

0:25:080:25:09

Yeah. Friends. The people that were on the wedding with us there,

0:25:090:25:13

as well. Finally meeting little Evie.

0:25:130:25:15

Evie is now thriving after a difficult start to life.

0:25:150:25:20

Evie's great.

0:25:200:25:21

She's a bubbly little girl.

0:25:210:25:23

Always quite content.

0:25:230:25:25

She was a fighter from the beginning.

0:25:250:25:27

And she'll continue to be a fighter, I'll make sure of that.

0:25:270:25:29

Eddie and Lisa, whose baby boy Ethan is now four months old, think that

0:25:310:25:36

airlines and insurers should be more flexible if, as happened to them,

0:25:360:25:40

plans suddenly need to change.

0:25:400:25:42

I'm sure there's lots of other couples that this has happened to the past. Yeah.

0:25:420:25:46

I think something needs to change in terms of the rules for the future,

0:25:460:25:49

to make sure other people don't get stuck in this

0:25:490:25:52

same unfortunate position that we've been put in, really. Yeah.

0:25:520:25:55

If you've got a story you'd like us to investigate,

0:26:030:26:06

we now have even more ways to get in touch.

0:26:060:26:09

You can join in the conversation on our Facebook page.

0:26:090:26:12

Just look for BBC Rip Off Britain.

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As well as the most up-to-date news,

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you'll also find exclusive behind-the-scenes clips and pictures

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from the show.

0:26:200:26:22

Or you can log onto our website,

0:26:230:26:25

bbc.co.uk/ripoffbritain,

0:26:250:26:28

where there's plenty of advice and fact sheets full of tips on how to

0:26:280:26:32

avoid getting ripped off.

0:26:320:26:35

If you'd like to send us an e-mail, then our address is...

0:26:350:26:38

Or, if you want to send us a letter, then our new address is...

0:26:410:26:45

Well, I know they say that lightning does not strike in the same place twice, but I don't know about you,

0:26:560:27:02

I have to say that after hearing about the awful consequences of that fire

0:27:020:27:07

in the French chateau that we saw earlier,

0:27:070:27:09

I am certainly going to be

0:27:090:27:11

double-checking the details of both my travel and my home insurance

0:27:110:27:14

the next time I go away. How about you, Gloria?

0:27:140:27:17

You won't be on your own because I'll be checking mine as well.

0:27:170:27:19

Because there's such a strong warning.

0:27:190:27:21

And every one of the stories that we've looked at today really does

0:27:210:27:23

underline how important it is

0:27:230:27:25

to make sure that when you're getting travel insurance

0:27:250:27:28

that first of all you're getting the right kind,

0:27:280:27:30

and crucially from the right date.

0:27:300:27:32

And remember the only way that you'll be covered if you do need to cancel

0:27:320:27:36

is if you take it out from the very moment that you book your holiday.

0:27:360:27:39

Well, with that precious nugget of advice,

0:27:390:27:42

I'm afraid we've reached the end of today's programme.

0:27:420:27:44

We'll be back very soon to investigate more of the stories you've asked us

0:27:440:27:48

to look into on your behalf.

0:27:480:27:49

But in the meantime, do keep letting us know your own experiences.

0:27:490:27:53

We look at every single one and it's on that basis that we decide what we're

0:27:530:27:56

going to cover in the future, isn't it?

0:27:560:27:58

And I loved today's programme because of the diversity.

0:27:580:28:01

I love when people share their stories and of course it prevents other people being in a trap.

0:28:010:28:04

Absolutely. It helps everybody. It does.

0:28:040:28:07

And it's all down to you.

0:28:070:28:08

Well, that's all from us.

0:28:080:28:10

From all of the three of us in sunny Tenerife, goodbye.

0:28:100:28:13

Bye-bye. Goodbye.

0:28:130:28:14

From the depths of our forests and rivers,

0:28:450:28:47

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