A British family is locked in a harrowing battle with their insurance provider as they fight to ensure proper medical care for their severely brain-injured mother. The 73-year-old woman, who was struck by a large vehicle while on holiday in the United States, remains in a coma with extensive injuries that required multiple surgeries. However, the family alleges that the insurer, Axa Partners, is pressuring them to prematurely repatriate her to the UK against the explicit advice of neurologists.
Doctors Warn Against Premature Transfer
According to the woman’s daughter, a solicitor, the family has communicated the clear recommendations from both US and UK neurologists to Axa. The doctors have cautioned that moving the patient in her current condition could jeopardize her long-term prognosis. Despite this, the insurer allegedly demanded that the family agree to repatriate her within mere days or risk losing coverage for her ongoing medical expenses in the US.
We have been shown zero empathy, customer care or reasonableness from AXA at one of the darkest times of our lives.
The injured woman’s daughter
Insurer’s Ultimatum Leaves Family Cornered
The daughter reports that Axa gave the family less than 24 hours to agree to the premature transfer, without even providing a detailed repatriation plan for review. She notes that the Scottish hospital selected by Axa had not received her mother’s medical records, and the insurer acknowledged not having a neurology expert on their own medical team to properly assess the situation.
Faced with the threat of lost coverage, the family felt they had no choice but to reluctantly agree to Axa’s demands. “Backed into a corner, we had no choice but to tell Axa we agree to their repatriation plan,” the daughter wrote. “We can’t lose her medical cover, [including] the costs of returning her to the UK.”
Insurer’s Response Falls Short
In a statement, an Axa Partners spokesperson expressed sympathy for the family’s distress but did not directly address the specific allegations. They stated that their medical team would work with the woman’s doctors to “agree the best course of action” and that they were “considering all available options,” with the welfare of the patient as their priority.
However, the daughter says key concerns remain unresolved, particularly whether Axa will properly weigh the neurologists’ warnings about potential harm to her mother’s long-term recovery if she’s moved too soon. The neurosurgeon has advised that it would be best to wait 3-6 months until part of the woman’s skull can be reattached before flying her home.
Shining a Light on Travel Insurance Gaps
This troubling case highlights the complex challenges that can arise with international medical emergencies and the limits of some travel insurance policies. It underscores the critical importance of thoroughly understanding coverage terms, including any restrictions or caps on treatment duration, before embarking on a trip.
It also raises concerning questions about the level of medical expertise involved in insurers’ decision-making in such high-stakes situations and the adequacy of patient advocacy rights within insurance claim disputes. As the family continues to fight for their mother’s proper care, her story serves as a somber reminder to all travelers to carefully scrutinize policies for potential gaps that could prove devastating in a crisis.
With the daughter now speaking out publicly about their ongoing struggle with Axa, increased scrutiny on the insurer’s handling of this sensitive case is likely. In the meantime, the family’s ordeal underscores the paramount importance of prioritizing patient welfare and medical expertise over rigid procedural constraints in situations where lives and futures hang in the balance.
