The family of a woman who sustained severe brain injuries in a vehicle accident while on holiday in the United States claims they had to make an impossible decision: accept her repatriation against medical advice or risk losing her travel insurance coverage.
What became of Jane Ruben in America?
On November 1, 73-year-old Jane Rubens from Edinburgh got in a terrible vehicle accident in St. Louis, Missouri. She was struck by an SUV while visiting relatives, suffering significant brain damage and several hemorrhages. Mrs. Rubens is being treated at St. Louis University Hospital after entering a coma following the tragedy. She has had five operations since the crash, including a cranioplasty whereby a portion of her skull was removed. Only a few days ago, the most recent operation was carried out.
Her family has remained at her side in Missouri while she negotiates the uncertainties of her illness and the growing medical decisions. “We were already having the worst time,” said her 34-year-old lawyer daughter, Cat. ” Mum might not survive this; we simply don’t know. Then you have to cope with all this.
Why did AXA Partners call for her repatriation?
Mrs. Rubens had bought a thorough travel insurance package from AXA Partners before her trip, covering medical bills up to £15 million ($19 million). Her family’s misery grew worse, though, when AXA Partners told them Mrs. Rubens would have to be repatriated to the UK this week against doctor advice.
“AXA got in touch on Friday saying she had to be brought back to Edinburgh right away,” Cat Rubens said. “But the medical advice was clear – Mum needed several more weeks of treatment in the US.”
After the repatriation request, the family wrote a letter to AXA Partners detailing the medical opinion from Mrs. Rubens’s treating doctors in Missouri and NHS experts, who all felt it would be premature to move her. The physicians stressed that the relocation would compromise her already precarious situation.
Why Would AXA Partners Demand She Move Against Medical Advice?
The insurance company continued its plan to repatriate Mrs. Rubens in defiance of medical advice. AXA Partners emailed the family on Sunday, stating, “Based on all the medical information supplied, it has been confirmed that your mother, Jane Rubens, is fit to fly via an air ambulance, with necessary medical escorts with immediate effect. We are ready to start the repatriation on November 25, 2024. Should you reject our choice and wish to be repatriated, we shall not offer any cover.
The family found themselves in a terrible posture. Should they object to the repatriation, they risk losing the covering for Mrs. Rubens’s continuous treatment, possibly costing millions. The email also said the insurance policy would be canceled should they reject the judgment by the next day.
Why did the insurer deny the family clarity and support?
Later that day, Cat Rubens called AXA Partners only to face further challenges. “They omitted any specifics: how many pauses would there be, what degree of sedation would she get? Not much, she remarked. “That was a tough conversation. They claimed they had yet to share the repatriation plan with the Missouri doctors or show it to us. They would not even let us contact a medical team member or tell us the name of a UK physician who would receive her.
The family’s annoyance grew when a St. Louis University Hospital doctor tried to contact AXA Partners but failed to get anywhere. The doctor was denied access to records and not even given the name of an Edinburgh clinician with whom to liaise.
In what way did social media support the family's case?
Desperate and imprisoned, Cat Rubens highlighted the family’s situation on social media. She shared on X, formerly Twitter, the terrible circumstances and the tough choice they were under pressure to make.
“We were backed into a corner, I didn’t not want to do it, but I felt I had no option but post on X,” she said.
The message attracted notice immediately, and within hours, AXA Partners contacted the family to apologize for the suffering caused. AXA Partners reassured the Rubens family in their apologies that they would not make any choices without the approval of the medical experts engaged in her treatment, as well as the family.
“We know repatriation has to happen; it’s what we want for Mum,” Cat Rubens said. “But it must be based on the neurological perspective rather than merely whether she is fit to fly from an aviation point of view. We were not being irrational; they were not listening.
After the Apology, what was said by AXA Partners?
AXA Partners issued a statement apologizing for the Rubens family’s suffering. “We sympathize with Ms. Rubens and her family’s situation; we are sorry for the trouble they have gone through while claiming,” the statement added. “We will keep in touch with Ms. Rubens’ family over the next few days to help them; we have already spoken with them.”
The corporation stressed that their medical staff would decide the best course of action in cooperation with Mrs. Rubens’ treating doctors. “The best course of action moving forward will be agreed upon by our medical team and Ms. Rubens’ treating doctors. We are weighing our options, and Ms. Rubens and her family’s welfare always comes first.
What Future Is the Rubens Family?
The Rubens family hopes the insurance company will advise the medical professionals engaged in Mrs. Rubens’ treatment as a top priority as they negotiate this trying circumstance. The family stays focused on the well-being of their loved one while also juggling the extra weight of negotiating insurance bureaucracy during an already horrific period, given so many unknowns ahead.
“We simply want the best care for Mum and to make sure any decisions made are in her best interest,” Cat Rubens said. We are fighting for just this.
