Travel insurance company refusing to pay apparently due to lack of evidence from airline

marcusjm

Hoping someone can help.
I had to cancel a holiday to Dubai back in January as my daughter came down with Chicken pox. I sent the doctor's certificate and claim form to insurer but they then asked for evidence that the holiday was cancelled. The hotel promptly supplied evidence that we had cancelled and been charged in full.
The airline (Emirates) is a different story. They say they never give evidence of who was, or was not on flights. After four months of attempts, they finally agreed to supply a certificate to show that we did not take the flight. I duly sent this to the insurer and now they insist on having evidence that I did not receive a refund. I am sure Emirates will not play ball now.
Admittedly I've never claimed on travel insurance before, but this seems very odd. I called BA and asked hypothetically if they would supply evidence. They said it is not something they do either. 
I'm completely out of ideas and very frustrated. The insurer will not take calls and takes 21 days (perhaps understandably) to reply to emails. 
Any guidance would be very appreciated. 

jimbo6977

You can evidence the conditions under which you were sold the tickets.

If you can evidence that the tickets were non-amendable non-refundable, this should be sufficient for the insurer.

If they were amendable/refundable under particular circumstances, you need to evidence your failure to meet those conditions eg date of cancellation too late. 

HTH

marcusjm

The insurance company is refusing to accept the booking conditions as they are a little vague. I can't help feeling that the policy has been mis-sold i.e. it is near impossible for me to claim on it. I called a number of other airlines and all claim they will not supply a certificate of no travel or no refund. 

I spoke with FCA and Financial Ombudsman but they feel I should continue working with the insurance provider. We're not six months of calls and email and I'm losing patience.

Any help would be greatly appreciated. Thanks

jimbo6977

What were the booking conditions?

marcusjm

The conditions do not quote anything about cancelled or "no-show". Speaking to Emirates they state that flight could have been moved for £100, if I had done that prior to the flight. They will not confirm in writing that the option is now off the table. 

dacouch

Make an official complaint.
Keep it polite, concise and stick to the facts, it should focus their minds as it will be dealt with by someone with more authority