We have been instructed by the family of Lorraine Russell, a 62-year-old grandmother from Lanarkshire who died following a medical emergency while on a cruise in Africa.
[Photo of Lorraine Russell with her husband Craig]
Mrs Russell suffered a heart attack in January 2024 while travelling with her husband on a cruise operated by NCL. When urgent medical intervention was required beyond what could be provided onboard the ship, assistance was sought through her travel insurance provider and NCL, in whom Mr and Mrs Russell put their trust.
Lorraine Russell’s daughter, Ashley, who has spoken out in the press, said her parents were ultimately abandoned and left with no option other than to travel independently to try and find suitable medical facilities in Madagascar, which took a toll on her mum.
Speaking to Glasgow Live, she explained her mother was left “scared and in pain” while trying to access appropriate care. She also described how the family felt they had to search for help
themselves, adding: “We trusted the insurance, but when mum and dad got there… there was no equipment and no way she could be treated there.”
Ashley further shared that the experience placed her mother “in a state of absolute terror” during what should have been an urgent and supported medical situation.
Rebecca Gilmore, Senior Associate in our Travel team who representing the family, said:
“This is a deeply upsetting case, and our thoughts are very much with Lorraine’s family. What they describe experiencing during a medical emergency abroad is extremely concerning. Families place a great deal of trust in insurers and assistance providers and in the cruise companies to guide them to appropriate care quickly and safely. When that support falls short, it can add significant distress at an already critical time.”
A complaint was previously considered by the Financial Ombudsman Service. While it did not conclude that the insurer’s actions caused or contributed to Mrs Russell’s death, it did identify failings in the handling of the case, including concerns around the identification of appropriate medical facilities.
The Ombudsman found that these failings significantly added to the distress experienced by Mrs Russell and her husband. The family has now commenced legal proceedings.
Rebecca added:
“We have experience supporting families in complex cross-border medical and travel-related cases, where the circumstances can be particularly difficult and distressing to navigate. If you or a loved one experiences a medical emergency abroad, it is important to keep records of communications and seek clarity on the care being arranged. Where concerns arise, independent advice can help families understand their options. Our clients are seeking answers and accountability through the legal process. As proceedings are ongoing, it would not be appropriate to comment further at this stage.”
We are continuing to support the family as the case progresses.
