Travelodge insurance will not pay out.

silkyuk9

I booked 2 rooms several months ago for a sporting event in Manchester on June 29th. The event was cancelled so I cancelled the Travelodge booking. I received my ticket fees back from Eventim of £249 without any issues. When booking the Travelodge I also paid the extra £1-50 insurance as I know when booking boxing tickets the event can be cancelled due to injury etc. The 2 Travelodge rooms cost me over £100.

After the event was cancelled I rang Travelodge and the insurance company, I was told to cancel the rooms print out a form complete and send off (Atlas Insurance)

Received a letter today informing me that atlas will not pay out.

' We note the reason you cancelled your booking was due to a sports event you were attending being cancelled.

The circumstances of your claim could be considered under section A (room cancellation). We respectfully refer you to your policy wording which outlines the cover available under this section, which unfortunately does not include the incident you are claiming for.

In view of the above we regret we cannot consider your claims further on this occasion'


So Atlas told me to cancel the room and send in claim form, then refuse to pay me out.

I paid £1-50 for nothing and both companies were in a win win situation.

Robbery again

opinions4u

Would you have used the room if they'd said you weren't covered?

silkyuk9

opinions4u wrote: »

Would you have used the room if they'd said you weren't covered?

I would have used these rooms on June 29th if the insurance company had not told me to cancell them. They told me to cancel and claim knowing that they were not going to pay out.

InsideInsurance

The wording states it covers cancellation on the grounds of illness, injury or death of you, a close relative or a travelling companion

You have no argument against the application of the terms as clearly your reason for travelling disappearing isnt one of the stated coverages.

Your complaint therefore has to focus on the missinformation give at the point of you calling them but this will come down to exactly what was said, ie "cancel the room and the insurance will cover it" or "cancel the room and submit a claim for it to be assessed" are notably different.

Was it the insurer or the hotel that advised re the claim? Ultimately lodge a complaint about the misleading advice they gave

silkyuk9

InsideInsurance wrote: »

The wording states it covers cancellation on the grounds of illness, injury or death of you, a close relative or a travelling companion

You have no argument against the application of the terms as clearly your reason for travelling disappearing isnt one of the stated coverages.

Your complaint therefore has to focus on the missinformation give at the point of you calling them but this will come down to exactly what was said, ie "cancel the room and the insurance will cover it" or "cancel the room and submit a claim for it to be assessed" are notably different.

Was it the insurer or the hotel that advised re the claim? Ultimately lodge a complaint about the misleading advice they gave

The insurance company told me to cancel the rooms. I told them that the event was cancelled. If they had told me that i was not insured for this event I would have kept the rooms.

Funny, the woman I was talking to told me that there are so many clauses, basically I would have had to die to make a claim.

anamenottaken

silkyuk9 wrote: »

The insurance company told me to cancel the rooms. I told them that the event was cancelled. If they had told me that i was not insured for this event I would have kept the rooms.

Funny, the woman I was talking to told me that there are so many clauses, basically I would have had to die to make a claim.

Does that mean she was repeating that it covered, "on the grounds of illness, injury or death of you, a close relative or a travelling companion"?

Had you read the terms of the policy before you purchased it?

silkyuk9

anamenottaken wrote: »

Does that mean she was repeating that it covered, "on the grounds of illness, injury or death of you, a close relative or a travelling companion"?

Had you read the terms of the policy before you purchased it?

No i did not read terms and conditions. But I would have thought something that was not my fault would have been covered. Thats by and by now as I have been mis-instructed to cancel the rooms and make a claim by the insurance company. I could have kept those rooms and used them on the 29th or sold them on Ebay

Quentin

Not a good idea to sell hotel rooms to a stranger.

Apart from not being allowed under travelodge ts and cs, what if the stranger trashes your room or just smokes in it?

You need to train your sights on whoever instructed you to cancel the rooms. It's your only hope as had you read the policy you would have known you weren't covered for this cancellation.

silkyuk9

Called ombudsman and cant do nowt as insurance company is based in Malta. They can tell you anything and as they are outside UK nowt can be done. Lost £120 through misinformation. I was told to cancel room which I did and cant claim owt. The insurance is not worth the paper its written on. Basically you have to die to claim the insurance.

Bye Bye travelodge, not getting my custom anymore

terryw

Regardless of insurance, flexible TL bookings can be cancelled.

"Yes, you can cancel or amend Flexible Rate bookings online by visiting the Manage your Bookings section of the website. Bookings need to be cancelled before 12 noon on the day of arrival for a full refund.

If you have a MyTravelodge account, then you can also log in and follow the links to the 'My Bookings' section. Please note that multiple room bookings with different confirmation numbers need to be cancelled individually."

sithemadmonkey

silkyuk9 wrote: »

Basically you have to die to claim the insurance.

Or be injured, or one of your relatives/travelling companions has to die.

I would still try and complain formally to Atlas - you never know, they might actually agree with you and pay out (although I'd sooner put a bet on pigs flying over a frozen hell, illuminated by a blue moon).

Playing devil's advocate, I can guess that what the person on the phone meant was "you can't claim unless you've cancelled the room, so if you want to make a claim you'll have to do that first. We'll then send you a form and assess the claim" but they should still have twigged that "my sports event was cancelled" was not even close to covered under the policy and told you that there and then.

You could always try the Malta Financial Services Authority - they seem to have a Consumer Complaints department...