Travel insurance nightmare

The worst experience I have ever had to deal with. Save yourself trouble and use an alternative company for your travel insurance needs.
We travelled to Bali in October / November 2015 and was unfortunate enough to get stuck over there due to the Volcano that erupted and left Ash in the air and consequently grounding all Virgin and Jetstar flights.
We managed to get an alternative Carrier to get us out after 3 cancelled flights from Virgin and 6 additional days stuck in Bali
Filled in the claim form upon return to Australia as requested. They then proceeded to send a return email requesting more information to which I supplied.(note this information was not requested in the initial claim form)
Once again another return email requesting more information to which i supplied. Again not originally requested
And again the same thing happened.
Guess what another request again forthcoming
All they kept doing was delaying payment and finalising the claim.
I asked to be called from there claims manager to discuss this claim which 4 weeks later I am still waiting.
There staff are rude and are not customer focused or care about peoples claim.

My sons who travelled with us took out alternative insurance with another company and received there payment before Christmas. I note the exact same paper work that was submitted originally in our claim was submitted in there's. It is now near the end of Feb and we are still waiting on results.
Totally unacceptable BY QBE

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