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Problems with your travel policy claim

If your holiday does not go according to plan, travel insurance will provide additional protection. If you’re traveling alone, this insurance is vital as you could be left without a way to return home or a contact person to assist you.

Are you able to make a claim?

To ensure that your claim is covered, you should read the fine print of your policy. You may not receive all or part of your claim from an insurer because:

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You have an excess on your insurance policy. An excess is an amount that the insurer will not pay. It’s usually between PS50-PS100

You have an exclusion in your policy. Exclusions are items that you are not covered for and are usually listed in the small print.

You’re being overcharged for the claim you made. An insurer will only reimburse reasonable costs. These costs may be too high for an insurer so you might have to cover some of them.

You didn’t exercise reasonable care. The insurer might refuse to pay if the bags are left unattended, or if they were given to someone you don’t know.

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Your coverage does not replace the value of your belongings. To allow for the wear and tear on your belongings, insurance companies may pay less than what you claim.

  • You left valuables in your checked-in luggage
  • You didn’t inform the insurers of a pre-existing condition.

What can you complain about your travel insurance?

You can file a complaint if you feel that your coverage is inadequate and your insurer is acting unfairly.

Send your complaint to the insurer in writing. Let them know how you would like it solved. You can file a formal complaint against the company if you are not satisfied with their 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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Allow the insurer at least 8 weeks for a response to your complaint. You can request a letter of deadlock if they fail to respond or you are not satisfied with their response. 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. This service is completely free.

The Financial Ombudsman Service will review your complaint and issue a decision. You don’t have the right to force your insurer to accept their decision. You can sue your insurer if you disagree with their decision and wish to pursue your complaint further.


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