Not upheld: service complaint regarding handling of medical condition declaration and adviser conduct complaint against TICORP Limited
Financial Ombudsman decision DRN-6283098 of 2026-05-19T00:00:00+00:00. service complaint regarding handling of medical condition declaration and adviser conduct complaint against TICORP Limited. Outcome: Not upheld.
Decision detail
| Reference | DRN-6283098 |
|---|---|
| Decision date | 2026-05-19T00:00:00+00:00 |
| Firm | TICORP Limited |
| Product | travel insurance |
| Claim type | service complaint regarding handling of medical condition declaration and adviser conduct |
| Outcome | Not upheld |
| Remedy | None. No direction given to TICORP. |
Summary
Mrs N complained about the service provided by TICORP when she declared a new medical condition on her travel insurance policy. TICORP referred the information to the insurer, who decided to withdraw cover for pre-existing medical conditions. The ombudsman reviewed the call recording and found that TICORP accurately passed on the information, the adviser was professional and polite, and clearly communicated the insurer's decision. The ombudsman determined that TICORP could not be held responsible for the insurer's underwriting decisions and did not uphold the complaint.
The Ombudsman's reasoning
TICORP acted as an intermediary and cannot be held responsible for the insurer's underwriting decisions. The ombudsman confirmed that TICORP accurately passed on the medical information provided by Mrs N to the insurer. The adviser's conduct was professional and polite throughout the call, and she clearly communicated the insurer's decision and available options to Mrs N.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| TICORP Limited, all decisions | 35 | 24% |
Source
Read the original decision on the Financial Ombudsman Service website