Not upheld: Service failures generally complaint against Cigna Europe Insurance Company SA
Financial Ombudsman decision DRN-5939564 of 2025-11-10T00:00:00+00:00. Service failures generally complaint against Cigna Europe Insurance Company SA. Outcome: Not upheld.
Decision detail
| Reference | DRN-5939564 |
|---|---|
| Decision date | 2025-11-10T00:00:00+00:00 |
| Firm | Cigna Europe Insurance Company SA |
| Product | Other regulated product |
| Claim type | Service failures generally |
| Outcome | Not upheld |
| Remedy | CIGNA Europe Insurance Company SA should pay Mr M £100 compensation for distress and inconvenience. No reinstatement of the cancelled policy is required. |
Summary
Mr M complained to CIGNA about receiving incorrect information regarding physiotherapy coverage under his global health insurance policy. Although CIGNA corrected the error on the same day and provided written confirmation within a week, Mr M froze his premium payment due on 15 February 2025. Mr M was abroad at the time and did not pay the premium upon his return to the UK on 2 March 2025. After the premium remained outstanding for over 60 days, CIGNA cancelled the policy in accordance with its terms. The ombudsman found CIGNA's offer of £100 compensation was fair and reasonable, rejecting the investigator's recommendation for further redress. The ombudsman concluded Mr M could have authorised payment while abroad and should have paid upon return, and that CIGNA acted fairly in cancelling the policy for non-payment.
The Ombudsman's reasoning
The ombudsman found that although CIGNA provided incorrect information initially, it was quickly rectified on the same day with written confirmation provided within a week. The ombudsman considered £100 compensation appropriate for the short-term distress and inconvenience caused by the initial error. Regarding the premium non-payment, the ombudsman found Mr M could have authorised payment while abroad and should have paid upon return on 2 March 2025. CIGNA acted fairly in cancelling the policy for non-payment in accordance with policy terms after the premium was outstanding for over 60 days. The ombudsman rejected arguments that CIGNA should have suspended enforcement pending complaint resolution.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Cigna Europe Insurance Company SA, all decisions | 11 | 23% |
| Service failures generally, all decisions | 34,048 | 32% |
| Other regulated product, all decisions | 51,105 | 30% |
Source
Read the original decision on the Financial Ombudsman Service website