Not upheld: PPI mis-selling complaint against INSURE & GO INSURANCE SERVICES LIMITED

Decision detail

Summary

Mrs M complained that I&G mis-sold cruise cover when she upgraded her annual travel insurance policy in February 2025. She had not disclosed that her cruise destination was outside Europe, and subsequently discovered the policy only covered European destinations. After having to cancel the cruise and being diagnosed with a serious medical condition, Mrs M's cancellation claim was rejected as the policy did not provide worldwide cover. The ombudsman found no mis-selling because I&G was not providing advice, the policy schedule clearly stated European cover only, and the call handler appropriately relied on Mrs M's statement about her travel destination. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that I&G was not providing advice on the cruise cover upgrade, only executing Mrs M's request. Therefore, it was not required to check suitability or verify the cruise destination. The policy schedule clearly stated the geographical limit as European cover only, with emboldened headings making this explicit. The amended schedule mirrored the original, making it clear the geographical limit had not changed. Mrs M was given sufficient clear, fair and not misleading information to decide if the upgrade was right for her. The call handler appropriately relied on the information Mrs M provided during the call, which did not indicate a non-European destination.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website