Travel Decision Reference 2026-0051

• Case Outcome: Partially upheld
• Year: 2026
• Reference: 2026-0051
• Date: 31 March 2026
• Subject Matter: Travel
• Finantial Sector: Insurance
• Conducts Complained Of: Rejection of claim – cancellation/delay of transport ,Delayed or inadequate communication

Decision Ref:

2026-0051

Sector:

Insurance

Product / Service:

Travel

Conduct(s) complained of:

Rejection of claim – cancellation/delay of transport

Delayed or inadequate communication

Outcome:

Partially Upheld

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

The complaint relates to a Travel Insurance Policy (the “Policy”), Complainant A held with

the Provider. Complainant A and Complainant B were both “Insured persons” under the

Policy.

The Complainants’ Case

The Complainants say the Policy incepted on 1 March 2023 and provided cover for

Complainants A & B from 1 March 2023 to 29 February 2024.

The Complainants state they travelled to [named UK city] from Ireland on 22 April 2023 by

air and by coach and spent one night in a hotel in [named UK city]. The Complainants state

they had booked a return coach and flight for 7 May 2023.

The Complainants submit they were booked on a cruise from [named UK city] to [named

city in the United States] which was due to leave on 23 April 2023 and was due to return

to [named UK city] on 7 May 2023.

- 2 -

/Cont’d…

The Complainants say at 9:45 a.m. on 23 April 2023 “the cruise company [name redacted]

suddenly cancelled the entire cruise due to a mechanical fault with the ship [name

redacted].”

The Complainants state as a result they were “stranded” in [named UK city] and submit

they had no option but:

“to purchase the first available flight from [named UK airport] to [named Irish city],

organize a new coach transfer and rebook the hotel for a further nights stay.”

The Complainants say the Provider declined their claim under the Policy.

The Complainants state they submitted a complaint and following this the Provider

contacted the Complainants on 9 May 2023, and “grudgingly offered payment [of]

€249.28” (two hundred and forty-nine euro and twenty-eight cents).

The Complainants submit they spoke to the Provider by telephone on 9 May 2023 and

stated “that the €249.28 on offer was neither a settlement or a partial settlement but an

interim payment” pending a full resolution of their claim.

The Complainants say their emergency expenses came to much more than this. As such,

the Complainants say they again complained to the Provider.

The Complainants submit they would like the Provider to pay the following expenses

totaling €1,218.42 (one thousand, two hundred and eighteen euro and forty-two cent):

“(airline name redacted) 24/04/2023 €496.59

(name redacted) Hotel in named UK city 23/04/2023 €121.92

(coach name redacted) 24/04/2023 € 51.09

(airline name redacted) 22/04/2023 and 07/05/2023 €355.82

(name redacted) Hotel in named UK city €122

(coach name redacted) €71”

The Provider’s Case

The Provider says a copy of the Policy Wording; the Insurance Product Information

Document (the “IPID”) and the Policy Schedule are available for all insured after the

purchase of the policy via the (Provider) app or the (Provider) website.