Travel Decision Reference 2025-0150

• Case Outcome: Rejected
• Year: 2025
• Reference: 2025-0150
• Date: 20 October 2025
• Subject Matter: Travel
• Finantial Sector: Insurance
• Conducts Complained Of: Rejection of claim,Claim handling delays or issues, Delayed or inadequate communication

Decision Ref:

2025-0150

Sector:

Insurance

Product / Service:

Travel

Conduct(s) complained of:

Rejection of claim

Claim handling delays or issues

Delayed or inadequate communication

Outcome:

Rejected

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

Background

The Complainants initially incepted a Travel Insurance Policy with the Provider on 10 June

2019, with their two children also listed as insured persons on the policy. This policy

subsequently renewed on 5 June 2020 with a cover start date of 10 June 2020. The

complaint refers to the Provider’s decision to decline the claim the Complainants made for

travel costs which arose due to domestic travel restrictions during the COVID-19

pandemic. The policy period in which this complaint falls, is from 10 June 2020 to 9 June

2021.

The Complainants’ Case

The Complainants say that between 15 February and 20 February 2020, they booked five

flights for them and their two children, to travel to a number of different countries during

June and July 2020, at a total cost of €1,987.27 (one thousand, nine hundred and eighty-

seven euro and twenty-seven cent), as follows: