Unreasonable requirement for a travel insurance claim

The policyholder bought a travel insurance policy. He was pick pocketed in St. Petersburg, Russia. His hotel helped him to lodge a police report. The report was written in the Russian language.

When he submitted the police report to support his travel insurance claim for the loss of his belongings, the insurance company required him to obtain a translation of the police report into English to be made by a "certified Russian translator".

He was not able to find this expert. He was also unhappy to bear the cost of translation (if he could find this expert). He felt the requirement was unreasonable.

I agree with him. He has fulfilled the requirement to obtain a police report. The insurance company, which was an international company, could have access to their own translators. If they needed an external expert to make the translation, they should bear the cost.

The standard of claim handling in Singapore is deplorable. I am helping the policyholder to find a Russian national to make the translation. If this is rejected, I will help the policyholder to file a complaint.