Upheld: unfair claims handling, poor communication, failure to provide reasonable guidance complaint against SiriusPoint International Insurance Corporation
Financial Ombudsman decision DRN-6353103 of 2026-05-13T00:00:00+00:00. unfair claims handling, poor communication, failure to provide reasonable guidance complaint against SiriusPoint International Insurance Corporation. Outcome: Upheld.
Decision detail
| Reference | DRN-6353103 |
|---|---|
| Decision date | 2026-05-13T00:00:00+00:00 |
| Firm | SiriusPoint International Insurance Corporation |
| Product | travel insurance |
| Claim type | unfair claims handling, poor communication, failure to provide reasonable guidance |
| Outcome | Upheld |
| Remedy | SPI directed to pay Mr S and Mrs P total compensation of £500 (less any compensation already paid) within 28 days. If payment is made after the deadline, interest at 8% per annum applies from the deadline date to the date of payment. |
Summary
Mr S and Mrs P complained about SPI's handling of a medical expenses claim following Mrs P's spinal injury in an accident abroad on 31 May 2025. SPI required review of Mrs P's GP records before confirming cover, but failed to keep Mr S adequately updated despite knowing he and Mrs P were financially vulnerable and in a vulnerable situation abroad. Key failures included a 9-day communication gap, failure to proactively discuss repatriation arrangements despite knowing Mrs P's medical needs, and an unreasonable two-and-a-half-month delay before issuing a final response without making a cover decision. As a result, Mr S and Mrs P arranged their own repatriation without the medical support SPI's team had deemed necessary. The ombudsman upheld the complaint and awarded £500 compensation, finding the cumulative failures caused considerable distress and inconvenience to the vulnerable policyholders.
The Ombudsman's reasoning
The ombudsman found that SPI failed to handle the claim fairly and promptly despite knowing Mr S and Mrs P were in a vulnerable situation. Key failures included: (1) sending medical information request to wrong email address causing unnecessary delay; (2) failing to review medical records as promptly as should have been done; (3) no contact with Mr S for 9 days (7-16 June) despite knowing of their financial and medical vulnerabilities; (4) failing to proactively discuss repatriation arrangements, provide guidance on fit-to-fly certificates, or offer assistance via disclaimer; (5) unreasonable delay of over two and a half months before issuing final response without making a cover decision; and (6) incorrectly stating Mr S and Mrs P remained abroad until 10 July when they had actually returned on 10 June. These cumulative failures caused Mr S and Mrs P considerable trouble, upset and worry, particularly as Mrs P was unable to receive the medical support the MAT had deemed necessary for her repatriation.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| SiriusPoint International Insurance Corporation, all decisions | 10 | 15% |
Source
Read the original decision on the Financial Ombudsman Service website