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.

OUR 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.