Insurance won’t payback for additional flights

I got my travel insurance from boots, I went for the one trip platinum cover. I flew home and got medical treatment on my return because had I been hospitalised there then that would have left my daughter in a very vulnerable position. All of which they were happy with because upon reciepts of my medical report they paid out with any problems. They are saying that basically I will be in financial gain if they were to reimburse the additional flights. I am on m iPad at the moment, when I get home I will go on my laptop and then I can probably attach relevant communication as well as the wording on my policy.

No unfortunately not

This is the latest email received.
Thank you for your communications regarding your recent travel insurance claim. Your complaint has been passed to me in my capacity as complaints officer for the insurers. It is my role to look at claims both in accordance with the terms and conditions of the policy and to ensure that you have been treated fairly.

You have asked us to review the settlement of a claim submitted under the curtailment section of the policy. I can see form the file that the costs of your additional flights have not been settled for which you feel should be covered by the policy.

In respect of the claim submitted, whenever a trip is taken there are a number of costs that the insured person is expected to not recover. Had no claim be experienced then they would not be expected to recoup the costs of their travel. With this in mind the policy would not look to reimburse the original flight costs where a subsequent ticket had been purchased as this would in effect be at a financial advantage to the insured person.

The wording under the curtailment section of cover stipulates that it is the unused transport and accommodation that is reimbursed in the event of a valid claim being submitted. As the costs requested were those not specified in the policy wording I am sorry to advise that the claim has been assessed correctly as per the policy terms and conditions.

I realise that this is not the outcome you would have hoped for and that this may come as a disappointment, however given the circumstances described above I am unable to consider further settlement of the claim.

Should you remain convinced that you have not been treated fairly as per the terms and conditions of your policy, you have the right to refer the complaint to the Financial Ombudsman Service, free of charge- but you must do so within 6 months of the date of this letter. If you do not refer your complaint in time, the ombudsman will not have our permission to consider your complaint and will only be able to do so in very limited circumstances. For example, if the ombudsman believes that the delays was a result of exceptional circumstances.