Travel Decision Reference 2023-0078

Case OutcomeRejected
Subject MatterTravel
Reference2023-0078
Date31 March 2023
Finantial SectorInsurance
Conducts Complained OfRejection of claim – cancellation/delay of transport
Decision Ref:
2023-0078
Sector:
Insurance
Product / Service:
Travel
Conduct(s) complained of:
Rejection of claim cancellation/delay of transport
Outcome:
Rejected
LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN
The Complainant is an insured person under a Holiday Group Insurance Policy, and her
employer is the policyholder. The policy period in which this complaint falls, is from 1
January 2020 to 31 December 2020. The complaint concerns the Provider’s decision to
decline the Complainant’s travel insurance claim.
The Complainant’s Case
The Complainant says her return flight from Country A to Ireland, scheduled to depart on 8
February 2020, was delayed by a day until 9 February 2020, due to a technical fault with
the aircraft used by the airline.
The Complainant says that because her return home was delayed, she made a claim to the
Provider under Section 9, ‘Travel Delay or Abandonment or Emergency Return Home or
Missed Departure or Return Journey Delay’, of the Travel Insurance Policy Document (the
Policy Document’).
In her email to this Office on 21 April 2020, the Complainant submits that:
“The claim was for compensation under the terms of the policy with respect to
delay to departure of my flight from [Country A]. I was due to depart Sat Feb 8th
[2020], the flight took off and had to return to [Country A] due to technical
difficulties. I was rescheduled to depart Sun Feb 9th and the flight did leave on that
date. I missed a day of work as a result of the delay and this had a financial cost.

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