Travel Decision Reference 2022-0043

• Case Outcome: Rejected
• Reference: 2022-0043
• Date: 01 February 2022
• Year: 2022
• Subject Matter: Travel
• Conducts Complained Of: Rejection of claim - cancellation,Claim handling delays or issues, Rejection of claim
• Finantial Sector: Insurance

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