Not upheld: PPI mis-selling complaint against TICORP Limited

Decision detail

Summary

Mrs W purchased a single trip travel insurance policy for a £2,000 cruise with only £500 cancellation cover. When she cancelled and claimed, she received only £500 and complained the policy was mis-sold because she was not informed of higher cancellation cover options. Mrs W claimed the sale occurred by phone, but Staysure provided evidence it was sold online and found no call records. The ombudsman concluded on balance the policy was sold online, the different cancellation cover levels were clearly presented during the online sales process, and the policy documents explicitly stated the £500 cover selected, therefore no mis-sale occurred.

The Ombudsman's reasoning

The ombudsman applied a balance of probabilities test given incomplete evidence. On balance, the evidence indicated the policy was sold online rather than by phone, as Staysure provided system screenshots and conducted thorough call record searches with no results. Since the sale was non-advised, Staysure's obligation was to provide clear information rather than ensure suitability. The online sales process clearly presented three policy levels with cancellation cover options, and the policy documents explicitly stated the £500 cover selected. Mrs W had sufficient information to make an informed choice and a 14-day cancellation period to reconsider.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website