Travel Decision Reference 2019-0263

• Jurisdiction: Ireland
• Case Outcome: Partially upheld
• Date: 01 August 2019
• Year: 2019
• Conducts Complained Of: Rejection of claim - definition of valuables,
• Finantial Sector: Insurance
• Reference: 2019-0263

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 60thbirthday. 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.