Not upheld: Other regulated complaint complaint against Hood Travel Limited

Decision detail

Summary

Mrs S complained that Hood Travel Limited unfairly requested an additional premium when she notified them of a health change for one of four travellers on her travel insurance policy. Hood Travel passed the health information to the insurer, which assessed the risk and determined an additional premium was required. Mrs S declined to pay and cancelled the policy, receiving a proportionate refund. The ombudsman found Hood Travel had not acted incorrectly, as it was only responsible for administering the policy and updating information, while the underwriter was responsible for risk assessment and premium determination. The complaint was not upheld.

The Ombudsman's reasoning

Hood Travel Limited was only responsible for administering the policy and updating health information in the screening system as required. The underwriter, not Hood Travel, is responsible for assessing the risk and determining the additional premium cost. There was no evidence that Hood Travel made a mistake or included incorrect information. Hood Travel correctly followed its obligations by passing the health change information to the insurer.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website