Travel Decision Reference 2025-0135

• Case Outcome: Rejected
• Year: 2025
• Reference: 2025-0135
• Date: 18 September 2025
• Subject Matter: Travel
• Finantial Sector: Insurance
• Conducts Complained Of: Poor wording/ambiguity of policy

Decision Ref:

2025-0135

Sector:

Insurance

Product / Service:

Travel

Conduct(s) complained of:

Poor wording/ambiguity of policy

Outcome:

Rejected

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

Background

This complaint concerns a travel insurance policy held by the Complainant with the

Provider.

The Complainant’s Case

The Complainant states that she purchased an annual travel insurance policy with the

Provider through an Intermediary in September 2019 which she used for personal and

business travel. The Complainant submits that on at least one occasion, she took a

personal trip which she had received as a gift. The Complainant submits that before

travelling she reviewed the policy documents to ensure coverage for the trip’s expenses in

case of cancellation. The trip proceeded without incident.

The Complainant states that, following the publication by this Office of Decision 2020-0265

on a complaint by another complainant, she came to understand that her own policy with

the Provider would not offer indemnity in situations where she had not personally paid for

the trip. She contends that the Provider failed to make this limitation clear at the time of

purchase. As a result, she believes the policy was misleading due to a lack of transparency,

particularly given that it was marketed as suitable for both personal and business travel,

without indicating that coverage would be restricted to trips paid for directly by the

policyholder.