Not upheld: service failure - failure to provide claims assistance and repatriation support complaint against AWP P&C S.A.
Financial Ombudsman decision DRN-6348093 of 2026-06-02T00:00:00+00:00. service failure - failure to provide claims assistance and repatriation support complaint against AWP P&C S.A.. Outcome: Not upheld.
Decision detail
| Reference | DRN-6348093 |
|---|---|
| Decision date | 2026-06-02T00:00:00+00:00 |
| Firm | AWP P&C S.A. |
| Product | travel insurance |
| Claim type | service failure - failure to provide claims assistance and repatriation support |
| Outcome | Not upheld |
| Remedy | £1500 compensation (already offered by AWP, upheld by ombudsman) |
Summary
Mr and Mrs K complained to AWP P&C S.A. about poor service when Mr K suffered a serious ankle injury abroad requiring surgery and repatriation. AWP failed to provide assistance, forcing Mr K to arrange his own repatriation, and offered £1500 compensation which the complainants felt was insufficient. The ombudsman upheld the finding of service failure but determined that £1500 was fair and reasonable compensation based on the impact to the complainants, rejecting the argument that compensation should reflect AWP's avoided repatriation costs.
The Ombudsman's reasoning
The ombudsman accepted that AWP's mistakes caused substantial distress and that Mr and Mrs K were in a vulnerable situation. However, the ombudsman determined that compensation should reflect the impact on the complainants rather than the costs AWP would have incurred. The ombudsman found no evidence of sustained distress, severe prolonged disruption, or lasting health impact, and noted that the complainants benefitted from other policy cover.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| AWP P&C S.A., all decisions | 235 | 30% |
Source
Read the original decision on the Financial Ombudsman Service website