Travel Decision Reference 2022-0189

Case OutcomeSubstantially upheld
Subject MatterTravel
Reference2022-0189
Date07 June 2022
Finantial SectorInsurance
Conducts Complained OfRejection of claim
Decision Ref:
2022-0189
Sector:
Insurance
Product / Service:
Travel
Conduct(s) complained of:
Rejection of claim
Outcome:
Substantially upheld
LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN
This complaint concerns the Provider's refusal to indemnify an insurance claim made on
the Complainant's travel insurance policy.
The Complainant’s Case
The Complainants submit that on 29 April 2019 they renewed their multi trip travel
insurance policy with the Provider, with the policy cover period to run from 9 May 2019 to
9 May 2020. The complainant state that the policy covered them both, at a cost of €125
per person.
The Complainants submit that they planned a trip to Spain to commence on 7 March 2020
with an intended return date of 29 March 2020. The Complainants submit they were
aware of the emerging COVID-19 travel restrictions however, as no Government directive
regarding travel from Ireland to Spain was in place on 7 March 2020, they travelled to
Spain as planned.
On 15 March 2020 a Department of Foreign Affairs Government directive was issued,
instructing any Irish citizens in Spain wishing to return to Ireland to do so before midnight
on 19 March 2020. The Complainants submit they acted on the directive instructions and
booked the only two seats available on a flight home on 17 March 2020, which cost
€726.10 (seven hundred and twenty-six euro and ten cent). The Complainants contend
that, due to the time of the flight arrival in Dublin, all public transport had finished for the
day necessitating a stay in hotel for the night, this costing €104.00 (one hundred and four
euro).

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