DIABETIC Rachel Robinson was a “bit rubbish” at judging how much insulin to give herself and often walked a tightrope between being OK and unconsciousness.
Her problem is heightened by being ‘hypo-unaware’, which means she shows few symptoms of having low blood sugar.
Luckily husband Sean was quick on the draw with the glucagon emergency syringe. But it was a precarious existence.
All that changed the day Rachel signed up to a trial a new device which automatically assesses the amount of insulin she needs and delivers it.
Almost overnight, she says her life was transformed, she rarely felt ill and Sean’s twitchiness subsided.
But disaster struck when her insulin pump was destroyed in a kitchen fire – and her insurers refused to pay out for the £2,850 item
Rachel, aged 37, of Southsea Road, Woodhouse, said: “It was just a burnt mess on my back garden when fire brigade had chucked everything out there. We chucked it all away because there wasn’t anything to see.
“I have sent a letter from the Northern General stating I was in receipt of this pump. But without a receipt the insurers aren’t paying out because ‘there is no evidence it was in the fire’.
“I can’t afford a new one, this is having massive impact on my life, please help!”
LEGAL and General has reversed its decision and will pay out in full – and send a further payment to say sorry.
A spokeswoman said: “Thank you for bringing to our attention that Mr and Mrs Robinson are not happy with our decision not to include medical equipment as part of a larger claim for fire damage to their kitchen.
“We do want to pay all valid claims and so following our subsequent review we do believe that the medical equipment was extremely likely to have been destroyed in the fire and so have agreed to cover this item under their claim.
“We are sorry for any distress and inconvenience this may have caused Mr & Mrs Robinson, so we are arranging to make a separate payment to them in recognition of this. “
Insurers wanted proof of ownership, such as receipts, photos and even burnt items before paying a claim, she added.
“We do have a statement in our policy booklet that clearly states that customers should not throw away any damaged items that they are claiming for, so the claim for the pump was declined.
“It is extremely important that everyone reads their policy terms and conditions and understands what information they need to have available and the actions to take if they should need to make a claim. “
The firm has a claim advice booklet at :http://www.legalandgeneral.com/_resources/pdfs/insurance/Making_a_claim.pdf