Travel Decision Reference 2019-0263

Case OutcomePartially upheld
Subject MatterTravel
Reference2019-0263
Date01 August 2019
Conducts Complained OfRejection of claim - definition of valuables,
Finantial SectorInsurance
Decision Ref:
2019-0263
Sector:
Insurance
Product / Service:
Travel
Conduct(s) complained of:
Rejection of claim - definition of valuables
Outcome:
Partially upheld
LEGALLY BINDING DECISION
OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN
Background
On 6 October 2015, the First Complainant purchased a travel insurance policy online, via the
Provider. The policy was with a named Insurer. The policy commenced the next day, 7
October 2015, and was renewed on 7 October 2016. The Provider is a tied agent of the
Insurer only for the purpose of selling travel insurance and it does not have the authority to
admit or decline claims on behalf of the Insurer.
The Complainants’ Case
The First Complainant sets out the Complainants’ complaint, as follows:
“In May 2016 we had to cancel a trip to Montenegro on medical grounds. We knew
there was an excess of €150 on the policy, but [the Insurer] deducted €150 x 2 on our
refund. We think this is totally wrong.
On 17th Nov [2016] my wife and I travelled to London on a belated shopping trip for
her 60th birthday. My wife’s wallet was stolen containing £1,900 sterling and €150.
When we made a claim, after waiting two weeks for a call back, we were told the
cash was not insured.

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