Not upheld: claim rejection - cancelled excursion complaint against AWP P&C SA

Decision detail

Summary

Mr and Mrs L held a travel insurance policy with AWP P&C SA. While on holiday abroad, Mr L suffered an injury and cancelled an excursion. AWP paid Mr L's medical expenses but refused to cover the cost of the cancelled excursion. Mr and Mrs L complained, arguing AWP should have provided better guidance about claim coverage. The ombudsman found that the policy only covers cancelled excursions if the policyholder curtails their trip and returns home early, which did not apply here as Mr and Mrs L remained abroad and returned on their original flights. The complaint was not upheld.

The Ombudsman's reasoning

The policy terms explicitly require curtailment of the trip (returning home early) for cover of cancelled excursions. Mr and Mrs L did not curtail their trip; they remained abroad and returned on their original flights. Therefore, the claim fell outside the policy's scope of cover. AWP did not give assurances the claim would be covered, and it would not be appropriate for an emergency medical assistance line to provide guidance on trip curtailment requirements. Even if AWP had provided better guidance, Mr and Mrs L would likely have ended up in the same position.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website