Refusing to refund as they say its not a package

darrenc1972

No reply....

Life__Goes__On

I can't work it out if you are covered
Reading Which? https://www.which.co.uk/news/2020/05/coronavirus-what-it-means-for-your-travel-insurance/#claim
"this doesn’t happen, FCO advice is often the trigger for insurance cancellation cover, so you’ll be able to make a claim if you have that.However, some policies include a clause that explicitly says FCO travel warnings are not grounds for cancellation claims, so you’ll have to hope your airline and hotel offers you a refund instead."

I haven't read anywhere that your insurance doesn't cover FCO advice.
So I would challenge the decision, as I feel it's unclear why they have rejected it.

darrenc1972

i also think that the wording of the insurance policy has been changed. we purchased it on the 27.10.19 and when we sent the policy number to make a claim it ended 09/19. now the policy number at the bottom of the page is 03/20. can you please advise on this? 

Life__Goes__On

I think you should make a formal complaint on their decision as you do believe you are covered and their  rejection letter is ambiguous.
You make that complaint directly to the insurance company, make sure it says COMPLAINT
as then they have 8 weeks to deal with it.

mattyprice4004

Insurance is the way to go, as mentioned the villa is available for you - just you can't get there. 
I'd push the insurance company, but if you don't get a favourable response from them you're probably going to have to amend next year's plans, or take a hit. The villa company aren't responsible. 

chrisaliz

We too were unable to get a refund from Debbie's Villas, made a travel insurance claim (UK Insurance - Nationwide) they also rejected because DV had offered a credit on another booking.  Now gone to the Financial Ombudsman and also reported the case to the CMA.  Section 75 last resort if all else fails.

Nick_C

chrisaliz said:

We too were unable to get a refund from Debbie's Villas, made a travel insurance claim (UK Insurance - Nationwide) they also rejected because DV had offered a credit on another booking.  Now gone to the Financial Ombudsman and also reported the case to the CMA.  Section 75 last resort if all else fails.

But had you booked a package?  Is there a breach of contract?

chrisaliz

We had not booked a package with Debbies, just a villa.

Nick_C

Would the villa have been available for you to use if you had been able to travel? If it would have been, then no breach of contract so no grounds for a S75 claim