Not upheld: claim decline - anticipated events exclusion complaint against Admiral Insurance (Gibraltar) Limited

Decision detail

Summary

Mrs C and Mr N purchased travel insurance on the day of their flight (3 July 2025) after it was cancelled due to an air traffic control strike. They claimed for trip abandonment costs, but Admiral declined based on the policy's exclusion for anticipated events. The ombudsman upheld Admiral's decision, finding that although the strike was announced the day before and Mrs C was likely at the airport witnessing disruption unfold, she could reasonably have expected the flight cancellation. Admiral had previously paid £100 compensation for poor service in claim handling, but the complaint itself was not upheld.

The Ombudsman's reasoning

The ombudsman applied FCA ICOBS requirements for fair and prompt claims handling. The key issue was whether the flight cancellation was an 'anticipated event' under the policy exclusion clause. The ombudsman found that although Mrs C did not know with certainty the flight would be cancelled at the moment of purchase, she could reasonably have expected it given: (1) the public announcement of the strike the day before, (2) her likely presence at the airport witnessing disruption unfold, (3) her flight initially showing as delayed. Therefore, Admiral's reliance on the anticipated events exclusion was reasonable and the claim decline was justified.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website