Not upheld: claim denial / policy exclusion complaint against AWP P&C S.A.

Decision detail

Summary

Mr B claimed on his travel insurance policy after his travel plans were disrupted by a fire at an airport electrical substation that caused the airport to close. He made alternative travel arrangements and claimed for associated expenses. AWP declined the claim, stating the circumstances were not covered under the policy terms. The ombudsman upheld AWP's decision, finding that although Mr B had checked in online, he did not physically attend the airport as required by the policy, the original flight was not cancelled for a covered reason, and the actual flight delay was less than the 12-hour threshold specified in the policy. The ombudsman declined to award compensation outside the policy terms, noting that travel insurance policies contain standard exclusions and limitations.

The Ombudsman's reasoning

The ombudsman applied the strict policy terms to determine that no insured event occurred. Although sympathetic to Mr B's difficult circumstances, the ombudsman found that: (1) the original flight was not cancelled for a covered reason; (2) Mr B did not attend the airport as required by the policy terms, even though he had checked in online; (3) the flight delay was less than the 12-hour threshold required for departure delay cover; and (4) the circumstances did not meet the requirements for missed departure cover. The ombudsman concluded it would not be fair and reasonable to direct AWP to pay outside the policy terms, noting that travel insurance policies contain standard exclusions and limitations.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website