Question on travel insurance - Flights

marcusjm

I booked a long-weekend break back in December for end of January. I have a Sainsburys annual holiday insurance policy in place.

Unfortunately my daughter came down with Chicken pox three days before the flight. We managed to see a doctor who confirmed this the day before the flight. We called the insurance company who told us not to cancel flights or hotel as we were past the cancellation policy window i.e. no refund available from airline or hotel. They told us to make a claim on them with a doctor's certificate once my daughter was better and things had calmed down.
Jump forward two weeks and I sent the completed 10 page claim form and doctor's certificate to the insurer. They came back saying they needed a cancellation invoice from the airline and hotel. The hotel duly supplied but the airline (Emirates) is flatly refusing. They claim it is against policy to supply any documentation about who should be, or was not on a flight! They also say a refund is not available (even through my insurer) as the flight was a no-show rather than cancelled. I didn't call and cancel before the flight as my insurer said not to bother.

Can anyone shed some light on how to get evidence from an airline. I had assumed confirmation of the flight would be sufficient but I do understand it does not prove I did not fly.
Any help appreciated.

[Deleted User]

You'll get more informed responses if you post this on the general insurance board rather than the one specifically for PPI. 

The Overseas Travel Planning Board where you posted an identical thread two days ago was also inappropriately placed.