What should have been an enjoyable festive getaway abroad has turned into an unimaginable nightmare for a Devon man who has been embroiled in an insurance battle to be flown home after being diagnosed with an inoperable brain tumour.
Christopher Taylor, of Woodbury, near Exeter, flew to Portugal on December 22, to meet up with his brother George and sister-in-law in the Algarve. On Christmas Day, the father-of-one collapsed during a walk and went to bed on his return, insisting he would be okay.
When the 62-year-old failed to get up the next morning on Boxing Day, George checked on him and immediately called an ambulance believing he had suffered a stroke. However, he was later diagnosed with an aggressive brain tumour.
Despite having travel insurance, Christopher has now been waiting over a week to be flown home and does still not know when he will be repatriated back home or what costs he or his family could be liable for.
His travel insurance provider, Staysure, says that although the incident was raised with its emergency assistance company on December 26, it was only notified about the situation yesterday, January 2, when George contacted its CEO directly in desperation.
Staysure has confirmed a full investigation has been launched into the incident and has assured it is in the process of arranging the safe repatriation of Christopher.
Christopher’s brother George and the rest of the family remain frustrated by the long wait and are desperately awaiting answers.
Christopher Taylor, left, with brothers Michael, middle, and George, right, at Michael’s wedding on July 4, 2024
(Image: Submitted)
Recalling how the nightmare began when he checked on Christopher on Boxing Day morning, George said: “He was pretty much paralysed and had very slurred speech. He was taken to Faro general hospital where a scan was performed which indicated a large mass on his left frontal lobe.
“A more detailed investigation was recommended but it could not be performed by the hospital as they didn’t have the facilities. He was transferred to Hospital Lusiadas Albufeira, a private hospital, on December 27.
“An MRI scan showed a large tumour which was aggressive and had led to a secondary tumour. The diagnosis from the doctor given on December 28 was it was inoperable.
“We were told he needs a lumbar puncture but when he has the procedure he can’t be moved for 14 days so we have requested he is repatriated and moved to the Royal Devon and Exeter Hospital to have it done.”
George says that as soon as Christopher – an environmental consultant who previously worked in the travel industry – was first admitted into hospital on Boxing Day, he called the emergency helpline of Staysure.
He said: “Since December 28, I have been trying to get Staysure travel insurance to repatriate my brother back to the UK. I have a referral from the RD&E Hospital but Staysure keeps asking for new pieces of information on a daily basis.
“We are very frustrated. I contacted Staysure’s CEO yesterday [January 2] and he called me last night. I thought things would move on once he got involved but today I was asked for another two pieces of information.
“The first was for access to his medical records – which should have been asked for eight days ago – and the second is an alternative being offered by Staysure where I sign a disclaimer which basically passes liability of all costs on to me.
“Every day we have been trying to get him home, his travel insurance company wants something new which keeps delaying it. As of today, I’m still waiting for a flight for my brother.
“In desperation, I’ve agreed to underwrite the cost of the air ambulance as Chris just wants to go home. Putting aside the hours I’ve spent talking with Staysure and their affiliates, not to mention collating the information they are endlessly asking for, I should be spending this precious time with my brother.
“Every time I phone they simply ask for new information and are continually moving the goalposts. My brother is lying in a hospital in Portugal literally dying and Staysure won’t show any compassion.
“I’ve tried the Embassy here and also tried to book a private flight, which will cost £23,000, but to no avail.”
In the meantime, doctors in Portugal are continuing to care for Christopher. George recalled: “Christopher’s health had been fine until December 6 when he woke up and the right side of his face was frozen. He went to the RD&E and following some tests he was diagnosed with Bell’s palsy.”
The condition is a temporary weakness or lack of movement affecting one side of the face. Christopher is then said to have contacted his GP to check he would be okay to fly.
George said: “He was told it would be okay for him to travel. He also contacted Staysure, who upped his premium, but said it was okay to travel. It now appears he was misdiagnosed and had a tumour.
“Chris is currently conscious and comfortable in hospital. That’s all they can do while this aggressive tumour is eating away inside his head. He is feeling frustrated as he’s not in full control of his limbs and movements and has a headache.”
Frustration is also being felt by Christopher’s other brother Michael over how long it is taking to get him home.
He said: “Chris previously worked in the travel industry assisting such people as Michael Palin on his Pole to Pole TV programme. He was always very careful about his travel documents and insurance.
“Staysure are also depriving his family of precious time together and causing an incomprehensible amount of stress and worry. As its website states, ‘you don’t know how good a travel insurance company is until you have to use them’.”
Staysure has provided a statement to DevonLive but has not yet given responses to a number of questions it was sent including why it has taken so long to help Christopher, when it is hoped Christopher will be flown home, who will pay for it and why Christopher’s family been asked to sign a liability form?
A Staysure spokesperson said: “Staysure is sorry to hear of Mr Taylor’s ill-health and would like to reassure the family that we have taken this matter exceptionally seriously since it was brought to our attention yesterday [January 2]. Our dedicated teams will remain in close contact with Mr Taylor’s brother and continue to support the family while the medical review is underway.
“Staysure has requested a full investigation to understand what has happened since December 26, when the incident was first reported to our emergency assistance company but in the meantime and, as always, our primary focus remains on the welfare and safety of our customer.”
A Foreign, Commonwealth and Development Office (FCDO) spokesperson said: “We are supporting a British man who is in hospital in Portugal.”
Exmouth and Exeter East MP David Reed has been contacted by the family for help and has confirmed he is assisting them.