Travel Decision Reference 2025-0188

• Case Outcome: Partially upheld
• Year: 2025
• Reference: 2025-0188
• Date: 16 December 2025
• Subject Matter: Travel
• Finantial Sector: Insurance
• Conducts Complained Of: Rejection of claim

Decision Ref:

2025-0188

Sector:

Insurance

Product / Service:

Travel

Conduct(s) complained of:

Rejection of claim

Outcome:

Partially Upheld

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

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

Provider.

The Complainant’s Case

The Complainant submits that she travelled to east Africa in in March 2019, and that she

had purchased travel insurance with the Provider prior to her travel.

The Complainant says that she was taking anti-malarial medication whilst travelling, and

that she suffered side effects from the medication. The Complainant explains that this

included a loss of appetite, dizziness, and depression.

The Complainant states that on 3 April 2019 she contacted the travel health clinic that

prescribed her the medication for advice on the matter. The Complainant submits that the

travel health clinic advised her to change her intake of the medication, from a daily dose to

a smaller dose twice daily, in order to reduce the severity of the symptoms. The