Cancelled Villa Claim

RuthieRoodles · 3 June 2020 at 9:57AM

I booked a villa in Lanzarote last year for April this year for my husband's 70th birthday. I paid the deposit & balance to the villa owner ( UK account) by BACS transfer. Total paid - £1200. Obviously I had to cancel this. Villa owner won't issue credit voucher & has told me to claim from my travel insurance. My annual travel insurance is with insurefor.com The insurance certificate is from 29/9/19 to 28/9/20. I emailed the company with my claim, three times now, only to have it bounce back with ' mailbox under maintenance'! I have tried ringing the company on numerous occasions but can never get through. The website says 'For any policies issued before 17/03/2020 cover remains as per the policy terms and conditions'. I cannot make sense of my policy. I am assuming that a claim for the villa would be made under the Cancellation & Curtailment section. Have been told by friends that I need to have a 'travel exclusion extension' on my policy to be able to claim. Anyone know if this is right? Am almost resigned to writing off my £1200. Any advice please?