Jim Malcolm was about to jet off on holiday when his grandson suffered a heart attack and ended up on a life support machine.
The 33-year-old, also called Jim, died in hospital four days later with his devastated family by his bedside.
But grandad Jim’s grief was compounded when his travel insurer failed to settle his £1050 claim almost three months on.
The 72-year-old said: “This is causing me terrible distress. All I want is the money I paid for the holiday so we can put it behind us and move on. This is surely not too much to ask?”
He had booked a fortnight’s break to Greece and was due to fly out on September 2 with family friend Alexander Collins.
The pals had been going to the same resort in Rhodes, the Belair Beach Hotel, for 15 years.
But Jim received a panic call from his daughter Jacqueline Timmins the night before and went straight to the hospital.
Widower Jim, of Shotts, Lanarkshire, said: “Jim was a student, a healthy young man with no previous heart problems. He’d collapsed and was on a ventilator. It came as a real shock and I couldn’t think straight – none of us could.
“Alexander said he wouldn’t go on holiday without me so he contacted the travel agent to cancel and dealt with everything.”
Jim had taken out an annual multi-trip travel policy with the Post Office costing £68.10.
He said: “It came with a five-star rating. I didn’t think there would be a problem.”
But after submitting a claim to handlers Travel Claims Facilities and enclosing a death certificate, holiday invoices and a no-show letter, he still didn’t receive the cash.
Jim, a retired fitter, said: “Alexander was with a different insurer and was paid out quickly and it wasn’t even his grandson.
“But Travel Claims Facilities just kept questioning everything and were rude. We’ve spent hours on the phone but they keep asking for more.
“The latest is they want access to Jim’s GP records and also the records from the hospital.
“I have no idea who his GP is. It beggars belief. I am the policyholder, not Jim.
“The death certificate states multiple organ failure following a cardiac arrest. What more do they need?”
I got on to Post Office and Travel Claims Facilities and the good news is Jim will receive a full refund of the £1050 he paid for the holiday, waiving the £100 policy excess.
A Post Office spokesperson said: “We would like to sincerely apologise for the time it has taken to resolve this claim and for any distress caused to
Mr Malcolm and his family at this difficult time.
“We have now spoken to him and his claim has been settled by our insurers after they received some additional information.”
Grateful Jim said: “One word from you and it’s sorted.
“But I want others to know just how badly I’ve been
treated.
“I can’t thank you enough for your help.”
