Not upheld: quote accuracy and policy availability complaint against TICORP Ltd (trading as Avanti Travel Insurance)

Decision detail

Summary

Mr S complained that TICORP would not honour an online quote for a Deluxe travel insurance policy after he completed medical screening on 14 October 2025. When he attempted to purchase the policy online, he was unable to complete the transaction and was directed to call TICORP, where he was informed his medical risk score exceeded the threshold for that policy level. The ombudsman found that TICORP's underwriting decision was reasonable and consistent with its guidelines, and that the online system's display of the unavailable quote resulted from system limitations rather than unfair conduct. No binding contract was formed because Mr S was prevented from completing the purchase, and the ombudsman did not uphold the complaint.

The Ombudsman's reasoning

The ombudsman determined that while the online system displayed a quote for an unavailable policy, this resulted from system limitations rather than unfair treatment. TICORP's underwriting decision to decline the Deluxe policy based on Mr S's medical conditions was reasonable and consistent with its guidelines. No binding contract was formed because Mr S was prevented from completing the purchase online. The ombudsman found TICORP's explanation for the system behavior reasonable and its goodwill discount offer appropriate.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website