Travel insurance possible claim help!

Joreg12

I booked flights in Jan for my family and took out annual travel insurance policy July. The flights are for December. I was perfectly fit and healthy when I booked the flights and insurance. The policy states that it does not cover pre- existing mental conditions.

Recently I have been diagnosed with depression. I fear that it may prevent me taking the trip. I informed my insurer, they said I was still covered. Next thing they change my insurance documents saying my pre diagnosed depression now excludes me making any claim on the cost of the holiday! I have never had mental illness before, it is extremely debilitating and now I risk losing all upfront costs. My travel agent says they cannot refund non refundable flights. Any advice welcome.

Quentin

If they don't want to continue cover, then they should allow you to cancel and cover the costs of cancellation.


(You say they say you had "pre-diagnosed" depression - did you? Or is the first diagnosis?)


Assuming this is the first diagnosis then you do have ground for complaint over the way this is being dealt with.


Read up in the policy docs and see what it says about conditions occurring after a trip has been booked but before you travel.


Then take it from there. If they are acting outside the policy conditions then register a formal complaint in line with their complaints procedure (which will be set out in the policy docs) and if you are unhappy with their reply escalate to the FOS

magpiecottage

Quentin wrote: »

If they are acting outside the policy conditions then register a formal complaint in line with their complaints procedure (which will be set out in the policy docs)

Their complaints procedure is overridden by the FCA definition of a complaint which is " Any oral or written expression of dissatisfaction". It does say that this must fall under the jurisdiction of FOS but, as FOS is the final arbiter of its own jurisdiction, in effect it will be covered.

If you do it by phone, though, follow up in writing confirming the date and, if possible, approximate time of the call.

if you are unhappy with their reply escalate to the FOS

Absolutely. Given the nature of the reason for cancellation, I would expect some compensation for "trouble and upset", as FOS call it, as well.

Joreg12

Quentin wrote: »

If they don't want to continue cover, then they should allow you to cancel and cover the costs of cancellation.


(You say they say you had "pre-diagnosed" depression - did you? Or is the first diagnosis?)


Assuming this is the first diagnosis then you do have ground for complaint over the way this is being dealt with.


Read up in the policy docs and see what it says about conditions occurring after a trip has been booked but before you travel.


Then take it from there. If they are acting outside the policy conditions then register a formal complaint in line with their complaints procedure (which will be set out in the policy docs) and if you are unhappy with their reply escalate to the FOS

L

I'll check up on the details. It is not a pre diagnosed condition, never had it before, think they are trying to put me off, as insurance companies are known to do.

Quentin

magpiecottage wrote: »

Their complaints procedure is overridden by the FCA definition of a complaint which is " Any oral or written expression of dissatisfaction"......

No doubt this is factually correct.


But if you make a formal complaint and direct it as set out in the complaints procedure you can cut out any "misunderstanding" about whether your "expression of dissatisfaction" was taken to be actually a complaint or just "feedback" etc which companies are adept at using as an excuse for ignoring "complaints" and hoping they'll go away!


And it costs the same to direct a formal complaint to the destination set out in the complaints procedure as it does to any other address, but ensures (or should ensure) it lands on the right desk from the outset.

Joreg12

The insurers say they cannot insure me for depression as it is an "unstable" condition and not covered by their underwriters. I cannot see this stated in my original documents.

I think ill fill in an official claim from my travel insurers and take if from there- will let you know.

Quentin

What does it say about any conditions that develop between booking a trip and commencing the trip?

rs65

Joreg12 wrote: »

I informed my insurer, they said I was still covered. Next thing they change my insurance documents saying my pre diagnosed depression now excludes me making any claim on the cost of the holiday!

Sounds like it covers any bookings made before diagnosis but not post diagnosis.

Joreg12

Quentin wrote: »

What does it say about any conditions that develop between booking a trip and commencing the trip?

Just says to contact insurers as soon as there is any change in health- which I have done. Now I feel like they are reinterpreting the rules to suit them.

Thanks for your advice everyone.

Quentin

Joreg12 wrote: »

Just says to contact insurers as soon as there is any change in health- which I have done. Now I feel like they are reinterpreting the rules to suit them.

Thanks for your advice everyone.

As #2, as they won't cover your new condition they should cover your cancellation costs.


They are entitled to withdraw cover as far as your new condition is concerned, and they aren't moving the goalposts

CoffeeandStitches

Which insurer is it? Some companies will not cover any psychiatric or psychological condition at all under the policy, it is a general exclusion, which would mean no matter what the date is of the diagnosis or timeline of events, it simply wouldn't be covered in any circumstance.