Disappointed with travel insurance decision

For those of you who were kind enough to offer your thoughts, here is an update.

Yesterday we received a letter from Professional Travel Insurance Co Ltd (of which Columbus is part) saying that they were requesting a copy of the file and would reply within 10 days, and if investigations were not completed in 4 weeks they would let us know and if not completed in 8 weeks they would write with their reasons.

Anyway, we received a letter this morning saying they had completed their investigation - well that was quick!

They told us that Claims Settlement Agency are an independent claims handling company who act on their behalf (which we had fathomed out) and that CSA made an error in deducting the charges and taxes applied to the flight and that the full amount of £220.76 SHOULD have been considered.

PTI are advising CSA of their error and instructing them to refund the £10 for the letter from Monarch, as a gesture of goodwill and that a cheque in full and final settlement will be sent in the near future.

They still say that the excess of £50 is per person and quoted this in their letter but didn't point me to where it can be found in our paperwork so I will try to find this.

So we should be getting a cheque for £120.76 plus £10 goodwill gesture which is a good outcome and thanks to all who encouraged me to follow this up.

But one thing was missing - an apology. It would have been nice for them to say "We are sorry" or "We apologise for the error". I wonder how many other people have been subject to the error of a claims handler and not realised they were actually entitled to a refund?

It happens more and more, that people just don't do their jobs properly (and do they really care?) - but I wont dwell on that as at least this time we got there in the end.

Thank you all again.