Travel Decision Reference 2022-0125

• Case Outcome: Rejected
• Reference: 2022-0125
• Date: 07 April 2022
• Year: 2022
• Subject Matter: Travel
• Finantial Sector: Insurance
• Conducts Complained Of: Claim handling delays or issues

Decision Ref:

2022-0125

Sector:

Insurance

Product / Service:

Travel

Conduct(s) complained of:

Claim handling delays or issues

Outcome:

Rejected

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

This complaint concerns a travel insurance policy. The complaint is that the Provider

wrongfully declined to pay the Complainant’s full claim and the Complainant wants the

Provider to pay the amount of the claim for €257.75 (two hundred and fifty seven euro and

seventy five cent).

The Complainant’s Case

The Complainant submits that she and her husband were to travel from Cork to [Spanish

destination] on 13 September 2019. The Complainant states that on the morning of 13

September 2019 she received a text from the ferry company advising that the ferry they

were due to travel on was cancelled due to a technical problem. The Complainant submits

that they were offered three options and they chose to take a ferry sailing the following day,

14 September 2019 at 4:00 pm, from the same Cork port to a port in France.

The Complainant states that she and her husband travelled to Cork on 13 September

2019 and stayed in a hotel that night. She submits that they travelled by ferry from Cork on

Saturday 14 September 2019 at 4:00pm, arriving in France on 15 September 2019 at

7:30am. The complainant submits that she and her husband drove to Spain on 16

September 2019 for pre-arranged appointments and arrived at their final destination on 19

September 2019.

The Complainant submits that she and her husband were to return from [Spanish

destination] to Cork on 3 November 2019 at 12:00pm. The Complainant submits that she