四月我们全家在zuji定了往返澳洲的飞机票。订票过程中连带着也加了大概380元的全家旅游保险。
没想到行程的头一天就不顺利。飞机飞往澳洲的途中，因为有乘客飞机上犯病飞机没到澳洲就折返新加坡。折返后飞机修改行程到第二天才起飞。结果我们的行程被整整耽误一天。航空公司给每个乘客都发了正规信件。信件中解释了飞机的延误。信件中给出延误的原因是operational requirement。
旅行结束后，我拿着航空公司给出的信件向zuji claim我们因为飞机延误而受到的损失时，居然被拒绝了。原因是因为飞机延误不在保险条规之内。我实在是难以接受这个结论。我不知道如果这样都不能claim拿我买保险到底还有什么作用。
以下是保险中的条例。zuji就是以以下的条款为理由拒绝了我的claim。
We wish to advise that we have completed the assessment of your insurance claim.
Unfortunately after careful review of your claim in conjunction with the terms and conditions as specified by your policy, it has been determined that we are unable to indemnify you in this instance.
Your policy provides provision for Travel Delay under Section 11. We kindly refer you to the following policy wording:
11. Travel Delay
11.1
We will pay you for each full consecutive 12 hour delay if a disruption to your journey, for a period of at least 12 consecutive hours from the scheduled time of your carrier’s departure as specified in your itinerary, arises from strike or industrial action, adverse weather conditions, mechanical breakdown, derangement, or structural defect of the carrier you were scheduled to travel aboard.
Based on the information provided by you, your flight from Singapore to Brisbane was delayed from 13 April 2013 at 11:35 hours to 14 April 2013 15:50 hours due to operational requirement. The flight delay led to the loss of 1 day rental of the campervan that you had booked beforehand. You are subsequently claiming for the travel delay and loss of 1 day rental of the campervan.
We advise we are unable to offer you settlement because the reason for the flight delay was due to operational requirement which is not a covered event. We only pay for travel delay that is due to circumstances listed above.
Therefore, we must advise your claim has been declined.
As per the terms of the policy, we offer a review process. This can be found at the back of your policy booklet, or you can contact us again for further information.
If you would like a written copy of this posted to your address, please advise us and we will arrange accordingly. If we do not hear from you within one week we will consider this to be the close of the matter.
We regret that the outcome could not be more favourable.
请高手为我指点一二。我还可以讨回我受到的损失吗？
想获赔比较困难，好像有个起飞约定时间（名称不记得了，大概是这么个意思），飞机起飞以后因故破停好像不算的；旅程延误好像也没有提到你说的这种情况~~