Last Xmas we had planned a holiday in South East Asia using exclusively AirAsia, however my wife was diagnosed with a breast cancer and quickly avalanched into 2 surgeries, chemo and radiation treatments.
I followed all AirASia procedure in notification and claim, I find AirAsia customer service pretty good. HOWEVER AirAsia cancellation fees and charges are fixed that amounted to 70% of airfare on some trips, no special compassionate consideration.

I was optimistic because we had bought travel insurance with AirAsia GOINUSRE that says: The Company shall reimburse the Insured Person up to the maximum limit as specified for Flight Cancellation in the Summary of Benefit for any unused and non-refundable portion of the Air Ticket if at the time of scheduled departure, the Insured Person is prevented from taking the Scheduled Flight during a Flight on the First Scheduled Departure Date due to the occurrence of any one of the following events:-
NOT SO! upon making claims to the GOINSURE they claim that we have been fully reimbursed by AirAsia (albeit less heavy fees and charges) and they would not pay up.

-Anyone had a similar experience?
-What is AirAsia/GOINSURE claim escalation procedure?
-independent arbitration (government (Malay), airline) ?

This may also served as a warning, GOINSURE may not be what it claims to be! it just another way of making more money!! it is putting us off flying with AirAsia.