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

Decision detail

Summary

Mr G complained to TICORP Limited about the clarity of information provided when obtaining a quotation for annual multi-trip travel insurance for Europe. He was concerned that the sales journey did not adequately explain that 'Europe' cover excluded certain countries like Spain and the Balearic and Canary Islands, and that there was no summary before the payment page. TICORP maintained the sales journey was clear, and the investigator agreed. The ombudsman examined screenshots of the online process and found that the system clearly explained different coverage levels for Europe, provided links to full country lists, and required users to confirm their travel destinations before proceeding. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman examined the screenshots of the online sales journey and found that when selecting 'Europe' as the travel destination, the system clearly explained there were two different levels of cover available, provided a link to view the full list of countries, and required users to confirm whether they were travelling to certain countries within Europe before proceeding. The ombudsman was satisfied this constituted clear information about geographical limitations. Additionally, even if the presentation could have been improved, the ombudsman noted that Mr G would have had 14 days to review documentation and claim a full refund if the cover was unsuitable.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website