I'm not sure that I really understand what your issue is, but it sounds a bit like you are trying to claim for the one mishap from two different insurers. I don't think you should be surprised if they put obstacles in the way to prevent you doing that.
But your post raises a question in my mind: My regular Qantas agent tells me that travel insurance which comes "free" with a platinum credit card is useless and always advises me to take out a separate travel insurance policy. Even buying an annual policy, this does not come cheaply.
Do any experienced travellers rely solely on the insurance which comes with their credit card? Have you had problems with claims? Does the fine print always defeat you?


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