I have trouble claiming my travel insurance

If your trip does not go according to plan, travel insurance provides extra protection. Learn what to do if your travel insurance policy is not working.

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How to make a claim for travel insurance?

It’s crucial to read the fine print of your policy if you have any questions about your travel insurance.

  • The following are reasons why an insurer might refuse to pay part or all of your claim:
  • An excess is the amount that the insurer will not pay. It’s usually between PS50 to PS100.
  • Exclusions can be found in the small print. They may vary from one policy to the next.
  • Your insurance company will not pay out if your claim has been denied.

You failed to exercise reasonable care. For example, if your bags were left unattended or given to someone you don’t know, and they disappear, your insurer might refuse to pay.

Insurance doesn’t cover the cost of replacing your old belongings. Insurers might pay less to cover wear and tear.

Checked luggage contains valuables An insurer might consider this to be an act of negligence and refuse to pay.

Pre-existing condition. If you don’t inform your insurer about a preexisting condition, the insurer won’t likely pay.

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Travel insurance complaints

You can file a complaint if you feel you are not covered by your insurance company or if you believe they are acting unfairly.

  • First, you should write a complaint and explain to the insurer what you want.
  • You can file a formal complaint if you are not satisfied with the response.

All insurers are subject to the Financial Conduct Authority’s (FCA) rules and must respond to complaints in a specific way.

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  • You can complain to the Ombudsman
  • Allow the insurer at least eight weeks for a response.
  • You can request a letter of deadlock if they do not respond to you.

A letter of deadlock is a confirmation that you and your insurance company have not reached an agreement. The Financial Ombudsman Service can take your complaint. The FOS will review your complaint and issue a decision.

You don’t have the obligation to follow the FOS decision. You can sue your insurer if you disagree and wish to pursue your complaint further. However, this should be considered only as a last resort.

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Agent or operator travel insurance

  • First, write a complaint and let your travel agent or tour operator know what you think.
  • If you are not satisfied with the initial response, you can file a formal complaint through the company’s internal grievances procedure.
  • If you are still unhappy, you can go to the FOS. As long as you have a complaint about your travel insurance policy.
  • You can complain to the FOS if your complaint concerns the sales of the insurance policy. This would be considered a mis-sold financial product.