Travel Decision Reference 2023-0000

Case OutcomeRejected
Subject MatterTravel
Reference2023-0000
Date12 January 2023
Finantial SectorInsurance
Conducts Complained OfRejection of claim - cancellation,Mis-selling (insurance), Poor wording/ambiguity of policy
Decision Ref:
2023-0000
Sector:
Insurance
Product / Service:
Travel
Conduct(s) complained of:
Rejection of claim - cancellation
Poor wording/ambiguity of policy
Mis-selling (insurance)
Outcome:
Rejected
LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN
The complaint is that the Provider incorrectly and unfairly declined to pay the Complainant’s
claim on his travel insurance policy and that the policy wording was misleading.
The Complainant’s Case
The Complainant booked flights for a holiday to [Location Redacted] on 08 November 2019,
with the flight departing in January 2020 and scheduled to return on 23 April 2020. The
Complainant purchased a travel insurance policy from the Provider in November 2019.
The Complainant states that while he was away on his trip, on 19 April 2020 (four days
before he was due to travel home) his return flight was cancelled due to COVID-19.
The Complainant states that he was stranded in [Location Redacted] from 19 April 2020
until 07 September 2020 when he eventually got home. He says that he bought the Policy
in good faith and wasn’t aware of the applicable exclusion clause that only covered him up
until the time of his departure flight from Ireland. The Complainant contends that the Policy
was not clear on this point, and he says the Policy is therefore misleading, disingenuous and
unfair in law.
The Complainant in his submission to this office on 23 December 2020 stated:

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