Purchasing travel insurance provides you with additional protection in the event that your trip does not go as planned. Find out what steps you need to do in order to proceed if you are having trouble making a claim on your travel insurance coverage.

Putting in a claim on your travel insurance

If you have a difficulty with your claim for travel insurance, it is essential to review the fine print of your policy to ensure that you are covered in the event that the claim is denied.

Your insurer has the right to deny all or part of your claim if they feel that any of the following conditions are met:

There is a surplus of it.

The amount of the claim that the insurance company will not pay at all is referred to as the excess.

The average range is from fifty to one hundred pounds.
There are exceptions to this rule.
Exclusions are items that you are not insured for and may typically be found in the fine print of your insurance policy. They can be different depending on the policy.
You’ve been overcharged
If you have been overcharged for the item or service that you are submitting a claim for, your insurer will not pay out and will only reimburse you for fair costs.
You did not exercise the requisite degree of caution.
For instance, if you left your luggage unattended or gave them to a person you didn’t know, and those bags later went stolen, the insurer might refuse to pay up on the claim.
There is no exchange for new in terms of cover.
In order to account for normal wear and tear on your possessions, an insurer may pay out a lesser amount than what you are claiming for.
Items of value must be placed in checked luggage.
If an insurer believes that you did not exercise reasonable care, they may decide not to pay out on a claim.
A medical problem that has been present since the past.
If you did not disclose to the insurer any pre-existing medical conditions when you were purchasing the insurance, then the insurer most likely will not pay out for any claims made under the policy.

KEY INFORMATION

Top Advice for Purchasing Travel Insurance

Check your policy first to see if you have the right to lodge a complaint with your insurance provider before doing so.
Your initial step should be to file a complaint with your insurance provider using the company’s internal complaints process.
Always make sure to keep a copy of any and all correspondence in the event that your complaint needs to be taken further.
Keep track of all of your receipts and only send copies unless specifically requested to send the originals.

Get covered by insurance and travel without worry by following our travel insurance recommendations.

Resolving a dispute with your travel insurance

You have the option to file a complaint with your insurer if you believe you are covered but they are treating you unfairly.

Your initial step should be to make your complaint in writing and communicate to the insurer exactly how you would like the matter to be resolved.

You have the option of filing a formal complaint through the company’s internal complaints procedure if you are unhappy with the response that they provided.

Every insurance company is required to handle customer complaints in a manner that conforms to the guidelines set forth by the Financial Conduct Authority (FCA), which govern the industry.

Submitting a complaint to the Ombudsman

You need to give the insurer a minimum of four weeks and a maximum of eight weeks to respond to your complaint.

You have the option of requesting a letter of stalemate in the event that they do not respond to you or if you do not concur with their response.

Your insurer will send you a letter of impasse to confirm that the two of you have been unable to come to an agreement.

After then, you have the option of bringing your grievance to the Financial Ombudsman Service (FOS). The FOS will investigate your complaint and come to a conclusion about its findings.

You are not have to comply with the judgement that was reached by the FOS; however, the insurer is required to do so.

You have the right to take legal action against your insurer if you disagree with their decision and wish to pursue your complaint further; however, you should reserve this option for when all other options have been exhausted.

KEY INFORMATION

Travel insurance claim denied

You might want to reconsider hiring a complaints organisation to submit your complaint before you do so. You have the option of referring your complaint to the Financial Ombudsman Service at no cost.

Insurance for travel agencies or tour operators

To begin, you should express your complaint in writing and explain to your tour operator or travel agency how you would like the issue to be rectified.

If you aren’t satisfied with the initial response that the firm gives you to your issue, you have the option of making a formal complaint through the company’s internal complaints procedure, just as you would with a separate travel insurance provider.

If you are still not satisfied, you have the option of bringing your complaint to the Financial Ombudsman Service (FOS), provided that your complaint is on your travel insurance claim.