Jenna and her family travelled abroad. One of their baggage (a baby carriage/stroller) was delayed upon arrival overseas. Upon their return to Malaysia, a claim for baggage delay was made along with supporting documents. The takaful operator repudiated the claim on the basis that the baby carriage/stroller was not considered baggage.

FINDINGS

We note from the certificate wording that there was no definition for ‘Baggage’.  The Certificate wording also noted no specific exclusion for baby carriage/stroller. Further enquiries with the takaful operator revealed that they had relied on the dictionary’s definition of ‘Baggage’ to repudiate this claim.

OUTCOME

The case manager issued a recommendation in favour of Jenna, which the Takaful operator accepted. They paid the claim up to the certificate limits, and the dispute was resolved amicably.