Updating medical records for travel insurance

Nettiemc3

I took out annual travel insurance on the 5th March for my husband as we travel a lot to Cyprus,( actually abandoned a flight going out on the 14th, because of the 14 day quarantine there and didn’t claim as I managed to move flights) unfortunately he had to have an unexpected emergency operation at the end of March, I tried to update his medical records as this has always been the advise, to be told they couldn’t do it as it was bought through a comparison site, therefore rendering the insurance invalid even though further travel had already been booked later in the year and was told I’d have to buy a new policy. Are they able to do this? I’ve been waiting for a reply on several requests ,but none as yet, 
Can anyone give me any advice on this please 
many thanks

Life__Goes__On

Nettiemc3 said:

I took out annual travel insurance on the 5th March for my husband as we travel a lot to Cyprus,( actually abandoned a flight going out on the 14th, because of the 14 day quarantine there and didn’t claim as I managed to move flights) unfortunately he had to have an unexpected emergency operation at the end of March, I tried to update his medical records as this has always been the advise, to be told they couldn’t do it as it was bought through a comparison site, therefore rendering the insurance invalid even though further travel had already been booked later in the year and was told I’d have to buy a new policy. Are they able to do this? I’ve been waiting for a reply on several requests ,but none as yet, 
Can anyone give me any advice on this please 
many thanks

No they are not allowed to do this,   who is the insurer that told you that?

Nettiemc3

It was Virgin money travel insurance 

Life__Goes__On

Have a read on what the Ombudsman says about a change in health with travel insurance.
https://www.financial-ombudsman.org.uk/consumers/complaints-can-help/insurance/travel-insurance/change-in-health

After reading their advise I would think strongly of making a complaint about Virgin Money.

Nettiemc3

I strongly believed it to be wrong, the girl I spoke to on the phone was adamant this was the case, I asked to speak to a supervisor, none available, so she said she would update to a complaint and that I’d hear back in 3 days, I also went on their Facebook page, was asked to send them details in an e mail, which they confirmed on FB that they received and it would be looked into, I’ve sent a few reminders, ( I know they’re busy, but i asked them just to let me know if this was their policy) and they said to sit tight and they’ll get back, have resent the e mail, but as yet, they’ve not replied 

Life__Goes__On

Nettiemc3 said:

I strongly believed it to be wrong, the girl I spoke to on the phone was adamant this was the case, I asked to speak to a supervisor, none available, so she said she would update to a complaint and that I’d hear back in 3 days, I also went on their Facebook page, was asked to send them details in an e mail, which they confirmed on FB that they received and it would be looked into, I’ve sent a few reminders, ( I know they’re busy, but i asked them just to let me know if this was their policy) and they said to sit tight and they’ll get back, have resent the e mail, but as yet, they’ve not replied 

Well done standing up for what you believe in.
Another reason for making a complaint with the Ombudsman is it will cost Virgin Money

Nettiemc3

Thank you very much for your help and advice

sheramber

 Follow the  complaints procedure detailed in your policy document

What to do if you have a complaint

We hope that you will not have any cause to complain. In the event that you are dissatisfied please contact us in

writing to; The Complaints Officer, Insure & Go, 1 Victoria Street, Bristol Bridge, Bristol BS1 6AA or call 0330 400 1420.

If we are unable to settle your complaint, you may be entitled to refer it to the Financial Ombudsman Service.

Financial Ombudsman Service website: http://financial-ombudsman.org.uk/

Thrugelmir

Life__Goes__On said:

Nettiemc3 said:

I strongly believed it to be wrong, the girl I spoke to on the phone was adamant this was the case, I asked to speak to a supervisor, none available, so she said she would update to a complaint and that I’d hear back in 3 days, I also went on their Facebook page, was asked to send them details in an e mail, which they confirmed on FB that they received and it would be looked into, I’ve sent a few reminders, ( I know they’re busy, but i asked them just to let me know if this was their policy) and they said to sit tight and they’ll get back, have resent the e mail, but as yet, they’ve not replied 

Well done standing up for what you believe in.
Another reason for making a complaint with the Ombudsman is it will cost Virgin Money

The customers ultimately foot the bill. There's no magic money tree. 

Life__Goes__On

Thrugelmir said:

Life__Goes__On said:

Nettiemc3 said:

I strongly believed it to be wrong, the girl I spoke to on the phone was adamant this was the case, I asked to speak to a supervisor, none available, so she said she would update to a complaint and that I’d hear back in 3 days, I also went on their Facebook page, was asked to send them details in an e mail, which they confirmed on FB that they received and it would be looked into, I’ve sent a few reminders, ( I know they’re busy, but i asked them just to let me know if this was their policy) and they said to sit tight and they’ll get back, have resent the e mail, but as yet, they’ve not replied 

Well done standing up for what you believe in.
Another reason for making a complaint with the Ombudsman is it will cost Virgin Money

The customers ultimately foot the bill. There's no magic money tree. 

Or they go elsewhere. they still have to be competitive, even if it means reducing their profits.

Nettiemc3

Update, after many hours on hold over several days, it was the pointed out to me that I had in fact  bought my policy to start on the 14th March (only just bought to my attention and didn’t realise myself)which was the day we were due to travel, when speaking to Virgin life insurance I was told they declared COVID 19 a known event on the 13th March and therefore my policy would not be valid anyway for coronavirus related claims, I understand this was my issue ( normally would start a policy a lot earlier, but already had one that was due to expire during the time away). I suppose an email then on the 13th  to warn people like myself who could have taken that flight on the 14th or for the few days beyond, would have been nice as, if we had taken that flight goodness knows what predicament we  could have found ourselves in, abroad and with no relevant insurance, just glad I made that decision not to fly. I will however, not use or recommend Virgin money insurance for anything, custom relations were, in my opinion , awful, Lesson learnt