Travel Decision Reference 2020-0355

• Jurisdiction: Ireland
• Case Outcome: Rejected
• Reference: 2020-0355
• Year: 2020
• Date: 15 October 2020
• Subject Matter: Travel
• Conducts Complained Of: Rejection of claim - non-disclosure
• Finantial Sector: Insurance

Decision Ref:

2020-0355

Sector:

Insurance

Product / Service:

Travel

Conduct(s) complained of:

Rejection of claim - non-disclosure

Outcome:

Rejected

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

The complaint relates to a travel insurance policy.

The Complainants’ Case

The Complainants submit that while travelling abroad in April 2019, the Second Complainant

fell ill and had to be hospitalized “due to severe epistaxis, and had to undergo urgent

Angiography with Embolization, after repeated nasal packing and chemical cauterizations”.

The Complainants submit that when they contacted the Provider, they were disappointed

with the Provider’s response and they “believe that they have prematurely decided on the

issue”. The Complainants also state that they felt they were “deceived and scammed”.

The Complainants also had issues with the customer service and communications from the

Provider, during the period when the Second Complainant was in hospital:

“On my husband’s communication with them via phone, my husband asked them

many times if they have spoken to our attending doctor in the [Country]

[Complainants Attending Doctor, Hospital and City], and they said they did, but upon

discharge, we discovered that our doctor said he did not receive any call from [the

Provider].