Travel Insurance trouble

gillyrob_2

Hi, last year I read Martins advice on DIY holiday planning and how that might affect travel insurance. I phoned several companies until I found one that said it would cover me for delays and knock on effects due to that delay. I took out cover with them, read through the policy which seemed to cover what I requested. However we got caught in the snow at Heathrow and missed our 2 nights in Singapore. When I tried to claim the company said their policy didn't cover us. I feel we have been sold a policy under false pretences, what can we do?

lisyloo

Have they pointed you to the relevant exclusion in your circumstances?
If it's not covered and you missed it when you read the policy then I don't think there is a lot you can do.

If they haven't explained it to your satisfaction that you can see clearly in the policy then ask then to point to the wording.

If they are not complying with the policy make a formal complaint and I suggest sending is by recorded delivery for an extra 74p. Make sure you follow their procedures and send it to the specific address for complaints.

But first you need to work out whether they are playing fair or not.
Are they trying to wiggle out or is there a valid exclusion you missed.

You cannot except a single sentence answer on the phone to cover all eventualities and that's why you get the policy details.

gillyrob_2

Hi, no they haven't pointed anything out, they are now saying that as I bought it through Moneysupermarket that it was someone there who gave me the wrong info, well I only got their website details from Moneysupermarket, then phoned the number on the website and spoke to someone, so that was rubbish. I am going to write a letter of complaint and then perhaps take it up with trading standards, what do you think?

lisyloo

I don't believe you can expect someone in one sentence on the phone to cover all eventualities.
There are always exclusions.

But yes, if you aren't satisfied write a letter of complaint, referring to the sections of your policy that say you are covered.
It's also worth referring to the phone call to point out you did check this out beforehand.
There is an independent ombudsman available later on and it'll cost them money, so it's well worth doing.
They may well try to fobb you off, so you need to be persistant.
I would spend the extra 74p for recorded delivery otherwise you may find your letter gets "lost in the post".
It doesn't stop letters ever getting lost but it generally stops cynical companies thinking they can get away with that excuse.