Travel Decision Reference 2025-0134

• Case Outcome: Rejected
• Year: 2025
• Reference: 2025-0134
• Date: 18 September 2025
• Subject Matter: Travel
• Finantial Sector: Insurance
• Conducts Complained Of: Mis-selling,Delayed or inadequate communication

Decision Ref:

2025-0134

Sector:

Insurance

Product / Service:

Travel

Conduct(s) complained of:

Mis-selling

Delayed or inadequate communication

Outcome:

Rejected

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

Background

This complaint concerns a travel insurance policy purchased by the Complainant through

the Provider, an insurance intermediary.

The Complainant’s Case

The Complainant says that she purchased the policy which the Provider advises is suitable

for businesspeople and will cover multiple business trips. The Complainant states that she

believes she was mis-sold the policy.

The Complainant states that while she read the policy before purchasing, it has come to

her attention through a Financial Services and Pensions Ombudsman (FSPO) complaint,

published Decision 2020-0265, that the Underwriter interprets financial loss in its

insurance contract to mean personal financial loss only and only covers trips not paid for

by the insured at its discretion.

The Complainant states that she purchased the policy to use for business trips and says she

is distressed that she was led to believe she was covered for trips that her business paid

for under the proviso that she had a year-long travel insurance.