Not upheld: Travel / life insurance claim disputes complaint against TICORP Limited

Decision detail

Summary

Mr and Mrs B complained that TICORP Limited mis-sold their travel insurance policy. They had purchased a policy for travel to country A, but their actual trip involved flying to country S first and then taking cruises to multiple countries. The sales process was non-advised, conducted both online and via phone on 6 June 2023. Mr and Mrs B had opportunities to disclose all destinations but only mentioned country A. The ombudsman found that on a non-advised basis, it was the customer's responsibility to select and disclose all travel destinations, and TICORP did nothing wrong. The complaint was not upheld.

The Ombudsman's reasoning

On a non-advised basis, it is the customer's responsibility to select and disclose all travel destinations when purchasing a policy. The ombudsman found that Mr and Mrs B had multiple opportunities to disclose all their destinations—during the online purchase, during the phone call with the sales agent, and when requesting cruise cover—but failed to do so. The ombudsman noted that Mr and Mrs B's prior experience with other insurers demonstrated they understood the importance of declaring full trip details. Had they correctly selected country S as a destination alongside A, TICORP would not have sold them the policy due to trip duration restrictions, but this was not TICORP's failure to identify.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website