Travel Insurance - Abandonment Technicality

TraceyB_2

Hi there,
We were due to go to Iceland in February, but due to Storm Dennis, Easyjet cancelled our flight the evening before we were due to go. I have so far been unable to get a refund from Easyjet! I contacted our insurers at the time and was told that our policy did not cover us for abandonment and that there was nothing they could do! I checked our paperwork and found that in fact, we were covered for abandonment so submitted a claim as we also had hotel costs that we stood to lose.
I have today had a letter back from the insurers stating:

'May I refer you to the abandonment section of your policy which offers cover if after 24 hours delay at the airport of your outbound journey from your home country you abandon the trip. Unfortunately I note you were not delayed at the airport, but the flight was cancelled by the airline the day prior to departure.

I am therefore unable to reconsider your claim under this section'

On checking our policy, it actually states:

'Abandonment - Up to £3,000 Cover for if you choose to cancel your trip after a delay of 24 hours or more at the outbound journey from the United Kingdom or the Channel Islands'
There is no reference in there about the airport, is this likely to make a difference?
If we are not covered under abandonment, then surely we must be covered under something else, I just can't work out what?!!
Can anyone offer any help or advice?
Thanks in advance
Tracey

[Deleted User]

They're correct.

Why have easyJet not refunded? What have they said?

TraceyB_2

As my sister in law had booked this for my husband (it was my surprise 50th, he didn't want it showing on bank statements!) I was unable to make the claim through their online form, she then tried but was told that there was no booking in her name. I spent three days trying to get through to them on the phone and was eventually told that as the booking was made through Thomas Cook (via Expedia), the refund would go to them!!  When I explained they no longer existed, I was told to send in an email with all our details and that they would get back to me within 28 days. They then came back (in about 27 days!) and said that they would not refund our hotel costs because:

Post flight arrangement

The transfers claimed for is a private arrangement which was booked after the flight disruption took place.

 there was no mention of flight costs! I have emailed twice more since then and have been trying to contact them by phone and having very little luck.
I feel like I am going around in circles and if it wasn't for so much money would probably just give up!

Thanks - if you've read it this far

DCFC79

So did you sister pay for it then ?
Whoever paid for the trip should be claiming.

TraceyB_2

My sister in law paid on her credit card, my husband paid her.

sheramber

The cover you would need  for thee hotel costs is for 'travel disruption'.