Travel Decision Reference 2022-0370

Case OutcomeRejected
Reference2022-0370
Date29 November 2022
Year2022
Subject MatterTravel
Finantial SectorInsurance
Conducts Complained OfRejection of claim - cancellation,Rejection of claim
Decision Ref:
2022-0370
Sector:
Insurance
Product / Service:
Travel
Conduct(s) complained of:
Rejection of claim - cancellation
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 states that his wife and two children were named on his existing travel
insurance policy, held with the Provider, and that they were due to travel abroad for a skiing
holiday on 1 March 2020. The Complainant submits that his wife had an “underlying health
condition with compromised immunity” and that due to this she could not travel and so the
holiday was cancelled on 28 February 2020.
The Complainant states that he submitted a claim to the Provider for the costs of the flights
and accommodation but that this was rejected on 6 May 2020 on the grounds that
“pandemic” and “not enjoying your journey or not wanting to travel” were excluded under
the terms of the policy. The Complainant states that the reason for the cancellation was his
wife’s underlying health condition and medical advice received advising against travel.
The Complainant submits that it was not a case of her “not wanting to travel” but being
unable to travel, for medical reasons. The Complainant states that the reasons given by the
Provider are not appropriate for his wife’s circumstances and he wants it to reimburse him
for the financial loss of “€2,305.92, subject to any excess deductible.”

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