Not upheld: Travel / life insurance claim disputes complaint against INSURE & GO INSURANCE SERVICES LIMITED

Decision detail

Summary

Mr H purchased an annual travel insurance policy on 16 April 2024 with a deferred start date of 13 June 2024. When his wife became unwell and they had to cancel their holiday scheduled for 15 June 2024, his claim was declined because the policy had not yet commenced. Mr H complained that it was not made clear there would be no cancellation cover prior to the policy start date. The ombudsman found the complaint not upheld, as the adviser had explicitly stated during the sales call that no cover would apply before 13 June 2024, Mr H confirmed his understanding, and the policy documentation clearly set out the start date and cancellation cover terms.

The Ombudsman's reasoning

The ombudsman found that Insure & Go provided clear, fair and not misleading information during the sales call. The adviser explicitly stated that there would be no cover for claims prior to the deferred start date of 13 June 2024, and Mr H confirmed his understanding. The policy documentation further clarified the cancellation cover terms. Mr H had the opportunity to seek clarification if unsure, and it was his responsibility to familiarise himself with the policy terms.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website