Travel Decision Reference 2022-0043

Case OutcomeRejected
Subject MatterTravel
Reference2022-0043
Date01 February 2022
Conducts Complained OfRejection of claim - cancellation,Claim handling delays or issues, Rejection of claim
Finantial SectorInsurance
Decision Ref:
2022-0043
Sector:
Insurance
Product / Service:
Travel
Conduct(s) complained of:
Rejection of claim - cancellation
Claim handling delays or issues
Rejection of claim
Outcome:
Rejected
LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN
This complaint concerns a travel insurance policy.
The Complainant’s Case
The Complainant submits that he was due to travel abroad on holiday with his family on 13th
March 2020. He further states that the evening before their scheduled departure, he
received an urgent communication from his employer (a hospital) which cancelled “all leave
for Medical Consultants with immediate effect given the emerging Covid crisis”.
The Complainant says that he attempted to notify the airline that he would be unable to
travel the following day, but was unsuccessful. He contends that when he emailed the airline
to request a refund “in part or in whole or a voucher”, the airline advised that he was not
entitled to a refund, as the flight had taken off. The Complainant submits that he made a
claim on his multi-trip policy with the Provider, which was rejected. He further submits that
he appealed this decision on the grounds that his inability to travel arose from a di rective
issued by his employer, and he sets out these details in his submissions.
The Complainant says that he appealed the Provider’s decision. The Complainant states that
the Provider’s website at the time of his travel stated that:
“If you have not yet travelled or are seeking to cancel an upcoming trip, there is no
coverage under your policy in response to Coronavirus, unless….(2) You have been

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