Travel Decision Reference 2022-0125

Case OutcomeRejected
Subject MatterTravel
Reference2022-0125
Date07 April 2022
Finantial SectorInsurance
Conducts Complained OfClaim 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

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