A few years ago I went backpacking around Australia and managed to cut my hand badly enough to need an ambulance, surgery and lots of after care. The 24 hour medical assistance line from my Ace policy was brilliant, they phoned me back all the time to check I was ok, and most importantly phoned at the right times. As I was 10 hours ahead of of UK time, it was great to know that they weren't going to wake me up in the middle of the night! I then had to fly home for a funeral, and they paid for the flight home and back to Australia, without any hassle! I was very impressed with the service I received. However, I then used Ace again for a trip to Thailand, and missed my flight home due to a massive queue to get through security and customs in Bangkok, which was entirely out of my control, and I had arrived at the airport in plenty of time (3 hours before flight) Ace refused to pay for my extra expenses to get home, and I then sent an email to them complaining and explaining that the situation was out of my control, and I heard nothing back. So while I was happy with Ace's medical assistance, I was extremely unhappy with the way I have been treated regarding their claims and complaints procedure.

Posted by Jennie McLoughlin on the 5th June 2008