Travel Decision Reference 2026-0022

• Case Outcome: Rejected
• Year: 2026
• Reference: 2026-0022
• Date: 23 February 2026
• Subject Matter: Travel
• Finantial Sector: Insurance
• Conducts Complained Of: Rejection of claim - definition of valuables,Claim handling delays or issues

Decision Ref:

2026-0022

Sector:

Insurance

Product / Service:

Travel

Conduct(s) complained of:

Rejection of claim - definition of valuables

Claim handling delays or issues

Outcome:

Rejected

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

Background

The complaint relates to a Travel Insurance Plan (the “Policy”) which the Complainant held

with the Provider.

The Complainant’s Case

The Complainant states on 26 March 2021 he booked accommodation in Spain for 3 nights

(12 June 2021 to 15 June 2021) at a cost of €103.52 (one hundred and three euro and fifty-

two cents).

The Complainant says because the booking had a “no refund” cancellation policy, he

purchased the Policy with the Provider which was offered at that time for a premium of

€14.00 (fourteen euro).

The Complainant states at the time of booking his accommodation he had a reasonable

expectation that he would be able to travel without any government constraints on travel.

The Complainant submits when the time came to travel it was not possible to do so due to

government COVID-19 regulations and advice. Therefore, the Complainant says he

cancelled his flights for which he says he received a voucher from the airline. The

Complainant says he also cancelled the reservation for his accommodation and made a

- 2 -

/Cont’d…

claim to the Provider under the Policy. He was seeking a refund of €103.52 (one hundred

and three euro and fifty-two cents) under the Policy i.e. the cost of his accommodation.

The Complainant states the Provider refused his claim, stating that he should have known

there was a possibility the booking would be cancelled because of COVID-19.

The Complainant says he has put forward several arguments as to why he believes the

Provider's decision is incorrect, and why the claim should be paid.

The Complainant says those in political and media circles expressed:

“the opinion and the hope that international travel would be expected to resume in the

near future (this in the month of March) and definitely before the month of June, 2021.”

The Complainant says if the Provider was aware at the time of selling the Policy there were

circumstances that could potentially impair the Policy (i.e. COVID-19) they should not have

sold him the Policy. The Complainant submits:

“At Page 5 of the Policy Wording the following confirmation in relation to The

Contract is stated:- Your Travel Insurance - This policy wording along with Your

Certificate of Insurance and any appropriate endorsements forms the basis of Your

contract of insurance with Us. Together, these documents explain and detail what

You are covered for and what You are not covered for.”

The Complainant says there is no mention of COVID-19 in the Certificate of Insurance or

the Policy Wording. The Complainant states he understood these documents to be the

entirety of the contract with the Provider.

The Complainant submits that no “clear guidance” or messaging/ warning (referenced by

the Provider) in respect of COVID-19 appeared on his “purchase path” when he purchased

the Policy. The Complainant submits that there “is a clear conflict between what the

Provider alleges and what I actually saw.” The Complainant says the Provider has not

provided any evidence:

“personal to my contract of insurance of any personal awareness on my part (by

way of ticking of boxes or otherwise) that these warnings had been brought to my

attention during my purchase path”.