Hui Lian Chua sent a message to Peter Hancock that said:
I recently had to cancel a trip with friends to Chiang Mai Thailand in the light of the COVID situation in March of this year. I applied for a refund because of the unfolding COVID situation to be socially responsible and also because of the fact that my husband is a chemo patient and is vulnerable. The decision to cancel was obviously not made lightly. However, I was informed that my cancellation came before any official notification which I also took exception to because my other friends who do not insure with AIG managed to get full refunds when we all cancelled at about the same period. In addition, your HFLC Adjuster in Singapore emailed me saying that I should have known about my husband's pre-existing condition (his words in quotes) : " I am sorry to hear of your husbandâs condition, however this is a pre-existing medical condition which you were fully aware of at the time of booking of the trip. "
His statement has upset me greatly as it implies that I should no longer be making travel plans because my husband has a pre-existing condition ! That is totally insensitive and non-inclusive and I take exception !
I wanted to highlight this to you as it has given me a VERY POOR customer experience and I think this needs to be redressed.