11. We asked AXA for their procedure / protocol when there is a disagreement between the insured and the insurer about what is in the medical best interests of the patient, and whether it is safe for the patient to fly. The call handler said he could not provide us with that.

12. The call handler accepted that we had not been provided with a plan for Jane’s repatriation, and that we were being asked to agree to a plan we had not seen. Despite this, he reiterated that we had to agree by this afternoon or no further medical expenses would be covered.

13. We asked to speak to a manager at AXA. We were told no manager was available. We asked the call handler for a manager to call us back. He said that could not be arranged.

14. We asked to speak to an underwriter at AXA. The call handler said that was not allowed.

15. We reiterated that Jane is very vulnerable & this is a very difficult decision, given the medical advice we have received. We explained how upsetting the situation already is for us; that we're exhausted and have been sleeping at the hospital. We asked for more time.

16. Again, AXA said no. The call handler said he could open a complaint, but this wouldn't affect the timescale in which we had to give our decision. [I know any complaint will take weeks to resolve]

17. We have been shown zero empathy, customer care or reasonableness from AXA at one of the darkest times of our lives.

18. We explained the problem to one of the trauma doctors at Jane's treating hospital in St. Louis this afternoon. He sought an urgent opinion from neurosurgery.

19. The neurosurgeon confirmed that what would be in Jane's best interests would be to fly her after the craniectomy has been reversed (e.g. the piece of skull reattached to her brain). That's 3 - 6 months down the line.

20. The trauma doctor called AXA to explain the neurosurgery advice. The call handler at AXA refused to let the trauma doctor - Jane's treating clinician - speak to the AXA medical team.

21. The call handler at AXA told Jane's doctor they considered Jane fit to fly. They then told Jane's doctor that they wanted to fly Jane out tomorrow (25 Nov) - two days earlier than they had told us. They couldn't tell the doctor who Jane's receiving physician would be.

22. AXA confirmed to Jane's trauma doctor that the family had to agree today or they would pull cover. The doctor said he would put the opinion in writing to AXA (which he kindly did). None of this changed AXA's position that we had to repatriate Jane tomorrow or lose cover.

23. Backed into a corner, we had no choice but to tell AXA we agree to their repatriation plan. We can't lose her medical cover, inc. the costs of returning her to the UK. We told AXA that their plan is contrary to medical advice & we think it is not in Jane's best interests.

24. The purpose of this thread? To draw attention to the impossible position we have been put in, when acting on behalf of our mum who lacks capacity. Our key concern is that AXA have not done their due diligence & are not considering the neurological advice provided to them.

25. I'd be grateful if my followers / contacts in the areas of journalism, capacity law and disability rights could please re-tweet. [P.s if you've been in contact with me professionally over the past few weeks, this is the reason for my out of office. Thanks ❤️]

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