Reviews, Sales, and Service Ratings for
Aegis

This letter was sent to Aegis and Air New Zealand regarding my partners and my experience during the trip. We never received any correspondence from Aegis, even though they suggested we would in 7-10 days. We also spent countless hours, had to modify our trip due to her bag arriving 4 days later, and also scramble for work as her laptop was missing from her luggage. Again, we reached out to both Air New Zealand and Aegis to no avail. We are requesting trip interruption due to the 6 plus hours we were delayed, baggage delay due to the 4 plus days it took for her baggage arrived, and compensation for the laptop that is missing that did not seem to be an issue. Lastly, due to all the wasted time, we are requesting an upgraded seat. Please see the details below and please advise.

Dear Air New Zealand,

I am writing to formally document my complaint regarding significant issues encountered during my and my partner's recent trip with Air New Zealand (booking references EGXJNH and IMHFFH; flight date 29DEC2023). Unfortunately, despite numerous attempts to resolve these matters over the phone, we have not reached a satisfactory resolution.

Flight Delay and Missed New Year's Eve Plans:
Both my flight and my partner's flight were significantly delayed by over 7 hours and 30 minutes, including a 6-hour consecutive delay. This not only caused us to miss our New Year's Eve plans but also resulted in additional expenses for food and transportation. We request compensation for seat upgrades on our return flights to the United States as a gesture of goodwill for this extreme disruption to our trip.

Mishandled Baggage and Delays:
My baggage was mishandled and delayed by over four days, causing major inconvenience and distress. We wasted countless hours on the phone with both airport and airline personnel, receiving conflicting and ultimately incorrect information.

Initially, Sydney baggage personnel assured us the bag was in New Zealand and would be delivered with a "Mishandled Baggage Cash Advance." However, the information was inaccurate – the bag remained in Chicago for days, and no cash advance was ever provided. We only discovered its arrival in Sydney through our own persistent efforts contacting the airport.

Missing Laptop and Lack of Support:
Upon finally receiving the delayed bag, we discovered a work computer was missing. Again, attempts to contact the relevant department for compensation or assistance were met with conflicting information and a lack of clear direction.

Impact and Compensation Request:
This frustrating experience significantly impacted our travels, forcing us to:
Purchase emergency clothing, food, and additional transportation due to the delayed baggage.
Waste valuable time on hold and communicating with various personnel without finding solutions.
Miss planned celebrations and endure unnecessary stress.

In light of these significant inconveniences and expenses, we request the following:
Mishandled baggage compensation: To cover the additional costs incurred due to the delayed luggage.
Compensation for the missing laptop: To reimburse the value of the lost item.
Seat upgrades for our return flights to Chicago: As a small gesture of goodwill for the overall unsatisfactory experience.

On December 30th, my wife and I came down with Covid. We had to go to the hospital in Brasillia Brazil. We gave them all of our insurance from you along with our Blue Cross Blue Shield, my secondary Employers Health Benifits. We were treated at the hospital and released. They told us we could go and didn't have to pay anything. I have no idea who they will contact for payment. We had to go to another hospital in Brasillia to get Paxlovid medication. I submitted all the documentation from the hospital to your company and haven't heard a thing since.
I expected since both my wife and myself had Covid that the insurance would kick in and allow us to move to a hotel to isolate and extend our trip until we felt better. I found out that since the doctor didn't note on his records that we "weren't fit to travel", the insurance didn't cover the hotel, food or extend our trip until we were out of quarentine. I also found out that the airlines don't give a damn if you have covid or not, you fly when you have a valid ticket. The airlines give you the option to change your ticket, but you have to pay the difference in the fare.

He initiated a medical claim with our Emergency Assistance team on Dec 30, 2023. They sought medical attention for COVID and were discharged. They were staying with family, and wished to move to a hotel to isolate, and postpone their flights. Medical Reports were requested, received and reviewed by our Medical Team on January 1st. The Medical reports received did not indicate that the customer was not Fit To Fly home on their scheduled return. This was discussed the with the customer and advised that without medical reports substantiating medical reasons why they were not fit to fly, we couldn’t confirm eligibility of expenses associated with an isolation hotel and new return tickets. It was further explained to him that based on the review from the medical team there is no medical requirement for him to delay his trip. He indicated that their motivation to delay their return and self isolate was to not risk the safety of others while they are COVID positive. While we appreciate his concern, there is no flight restriction based on covid at this point and we cannot authorize Travel Delay expenses at this time. He was advised If he was denied boarding, then we can review what the airline requests, and assist him with this, but without travel restrictions, he is fit to travel. He acknowledges that Airlines currently do not restrict travel when you are COVID positive, and was frustrated that his self imposed quarantine would not be eligible for benefits.

Everything went well and we took the wonderful trip!

CANCELED BECAUSE OF COVID.
FILED CLAIM.
ONE MONTH LATER THEY ASKED FOR MORE FORMS TO BE SUBMITTED BY "E-MAIL"
BEING TECHNOLOGICALLY CHALLENGED, I SENT THEM BY "USPS".
NO RESPONSE SINCE THE LETTER AND FORMS WERE SENT.
MAYBE NEXT MONTH, UNLESS VALENTINE'S DAY DELAYS THE PROCESS.

We really enjoyed that the policy was easy to compare with others and everything was clearly laid out. We did experience a missed connection while we were on our trip and it was a bit of a headache working with the representative when we tried to file the claim. There was a communication barrier and we couldn't quite understand the person we were speaking with. Eventually we found out that we could not submit the claim until we returned home from our trip - which was nearly 3 weeks later. We submitted a claim and it has been almost a week and we have not heard anything back.

We had a chance to speak with this client & cleared up some of her coverage confusion. Firstly, it’s not that she wasn’t allowed to submit a claim while on vacation. We simply recommend waiting until the trip is completed in case additional expenses are incurred.

Secondly, the insured had not yet submitted a claim at the time of her review. She had simply informed us after hours on January 6th that she was going to miss her connecting flight. We responded to her the following morning on January 7th noting the backup documentation her adjuster would need. However, we never got a response from her to that email.

Following our conversation with her after receiving this review, she realized that she didn’t have any eligible expenses to claim & decided to dismiss the process.

Since I didn't have to file a claim, I'm afraid I don't have any comments that would really be of value. That said, I did reach out to Customer Service prior to going on my trip to ask about making adjustments to the policy as 2 of the travellers were not going to be able to go on the trip and I wondered if the policy could be amended and a partial refund issued. The agent explained that I was past the date to make changes, which I completely understood. The agent was knowledge and courteous. I would definitely consider purchasing travel insurance in the future with Aegis.

As always, competent, friendly and respectful interaction!

I called today and was on hold for more than 1 hour. This is discouraging. Have to try again tomorrow

Very smooth process. I appreciate all the useful information the agent gave me regarding the policy and process. Thank you!