Claims case study: Annie Hawthorn's Travel Insurance Experience with Goodtogoinsurance

Annie Hawthorn, 95, wanted one last holiday abroad. Annie travelled with her two daughters and son, William to Gran Canaria. The family anticipated a relaxing week together. Unfortunately, on the third night of their trip, disaster struck.

After an evening at the hotel entertainment, Annie went to bed around midnight while her children stayed downstairs watching the entertainment. Around 1:30 am, Annie had a serious fall in her hotel room, fracturing her hip. Although disoriented, she managed to crawl to the phone and dial for help. The hotel staff responded promptly, unlocking the room, and calling an ambulance.

Annie was taken by ambulance to the local general hospital in Palma. Over the next seven days, the family faced constant delays in securing hip replacement surgery as the hospital in Palma did not have enough blood in the blood bank to perform the surgery. Goodtogo’s emergency assistance team decided it would be best for Annie to fly her home to the UK to get the surgery she needed quickly.

Goodtogoinsurance proved invaluable support. The team assisted with arranging medical repatriation for Annie, ensuring she received excellent care on the flight back. A private air ambulance, equipped with medical staff and equipment, transported Annie from Gran Canaria to the UK. Once home in the UK Annie was able to have the hip replacement surgery & recovered well.

The family was deeply grateful for the timely and compassionate care provided. William praised Goodtogoinsurance for their outstanding service and could only describes them as ‘Absolutely brilliant.’