Travel Decision Reference 2025-0225

• Case Outcome: Partially upheld
• Year: 2025
• Reference: 2025-0225
• Date: 24 December 2025
• Subject Matter: Travel
• Finantial Sector: Insurance
• Conducts Complained Of: Rejection of claim,Claim handling delays or issues

Decision Ref:

2025-0225

Sector:

Insurance

Product / Service:

Travel

Conduct(s) complained of:

Rejection of claim

Claim handling delays or issues

Outcome:

Partially Upheld

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 on 4 March 2020 he booked return flights for himself and his

wife to Southeast Asia with a departure of 9 March 2020 and a return of 25 March 2020.

The Complainant states that they departed for their trip as scheduled with an airline based

in the United Arab Emirates (UAE).

The Complainant states that he was informed on 24 March 2020 by the airline that the

return flights were cancelled as a result of a decision by the UAE government arising from

Covid 19. He states that he managed to book a return trip on 25 March 2020 which cost

€3,688.74 (three thousand, six hundred and eighty-eight Euro seventy-four Cent) for him

and his wife.

The Complainant submits that he made a claim under his insurance with the Provider, and

this was denied. The Complainant states he is very dissatisfied with this decision and

wonders what is the point of having travel insurance for years and “the first time a claim is

made, it is refused”. The Complainant states that he also asked for copies of the