FirstAssist travel insurance nightmare

Mick_r_2

To cut a long story short, I've finally got a letter from FirstAssist (policy via Sainsburys) saying that they will not refund holiday expenses for a trip to New York that never happen as a result of the volcanic ash in April !

Firstly, I can't believe there is even any debate on the matter. What is the point of the holiday insurance if it doesn't cover you not getting to go on holiday !

Secondly, i do not really understand the reason they have rejected the claim (below).

I have had various forms of travel (and all forms of) insurance over the years but have never had to make a claim. I am loathed to allow them to attempt to brush this off, so i am hoping somebody can advise me if I should take this further.

The claim made was for holiday accommodation for the night before the flight (flight was early and we lived a long way from the airport), a second night in the hotel at the airport as our flight was delayed before it was finally cancelled and some re-arranged travel arrangements to get us home (rail). Other expenses e.g. actual flights were refunded by the airline.

Other relevant details are:
- we never actually went to the airport (as advise over phone by airline)
- our flight were delayed and then cancelled by the airline

The letter received reads ……..

As per the terms and conditions of your policy if you decide to abandon (cancel) your trip following a 12-hour delay at your first international departure point, we will only pay as follows:

“We will pay you up to £5,000 to;

Refund your share of the cost of the trip as a result of point 2 above (cancellation/cutting short your trip).

You will see in the terms and conditions of your policy reasonable and necessary travel and accommodation costs are only covered to allow you to get you to your trip destination or return home in the event of;

“If you have arrived too late to board your booked transport at your last departure from or to the UK as a result of mechanical breakdown and public transport services failing to get you to your departure point.

I’ve read this several times and it still makes no sense to me !

So, do I take this further I should I not bother with travel insurance in future ??

Many thanks for your help (please excuse the typos!).

Mick_r_2

Hmmm .....

FH_Brit

"I not bother with travel insurance in future ??"

Very foolish attitude! The biggest single reason that you need it is Medical - should you have an accident or be taken ill - could cost you a small fortune!

The bottom line is that YOU agreed the terms of the insurance before any travel happened and that you (probably) did not read what you were and were not covered for is your own fault. If you think you may be affected by volcanic ash in the future then you would make sure (not just assume) that you have that coverage, would you not?

Too often, travelers think they are covered just because they purchased travel insurance. Not so, You need adequate coverage for the country that you are traveling to and any possible circumstances that may happen. If you just buy blind then you may find that you are not covered and after the "event" it's too late.

Mick_r_2

Thanks for focusing on the bit you thought you could answer !

Some good general advice, but you (skillfully?) missed the question ...... was I wrong to believe i was covered ?

FH_Brit

Mick - impossible to answer - no one here can see your policy documents and therefore as that is what you agreed - it cannot be answered without seeing the policy docs - that's why I only answered what I could.

Mick_r_2

Thanks for everbodies comments and suggestions.

I think I have my ducks all lined up now so to speak !

I think the wording on what I'm covered for is pretty clear ...

"What IS covered:

2. Abandonment of your trip following a 12 hour delay at your
first international departure point in the UK;

We will pay you up to the amount shown on your Policy
Schedule to:

• Refund your share of the cost of your trip as a result of point
2 above (under section 2: Cancellation/Cutting Short your
Trip);

My complaint is now in so we'll see how they respond (if ever) !

I am surprised that a company like Sainburys is not more keen to look after customers ! Can you believe it !

I would like to ask anybody else affected by ash related problems (and never got to make the trip they planned) whether you managed to get all your costs refunded and, if so, what insurer did you use ??

Thanks again

Mick

bouncydog1

You cannot take this part of the policy in isolation as there will be certain conditions attaching to the policy together with general exclusions.

Have you looked at the specific thread on travel policies and volcanic ash?

Mick_r_2

Yes I have ... thanks

Are you seriously suggesting that a policy can include wording like that and then still wriggle out of its obligations ! What sort of scam are we dealing with here ! !

bouncydog1

Yes - the proximate cause of your holiday being cancelled was the volcanic ash - not all travel insurance policies covered volcanic ash - some recognised this as adverse weather but others did not.

Insurance policies do not provide cover for everything under the sun and you may simply be unlucky in that your insurer chose not to recognise the volcanic ash as weather related which is why they are denying the claim.

Persistance may invoke a further response from your insurer but if this is the stance they have taken there will be many others in your position and you may not get much further - good luck though. Have a look through the attached thread and you may find something specific to your insurer/airline.

https://forums.moneysavingexpert.com/discussion/2406507