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travel insurance company wont listen to claim

Hi,has anyone came over this before-
we got delayed at glasgow airport on the 4th may for 13hrs,we have put in a form with the holiday company for missing our 1st day of the holiday,but when we contacted our bank about claiming on our travel insurance they wont listen & dont even ask for our policy number,they just ask if we had any extra expenses.
Has anyone else came up against this.
ps we are trying to claim for flight delays as on this web site about travel delays :mad:
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