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Nationwide Not Playing Fair for holiday refund

Toscaboy
Toscaboy Posts: 13 Forumite
Fifth Anniversary First Post
edited 19 May at 4:47PM in Coronavirus Board
My husband and I booked a private villa over 12months ago, at which time we paid a deposit, the balance was due on 7th March 2020 a total of £5,500 for 3 week stay.
I held off paying the balance because of the uncertainty around flights etc, but in the end paid the balance 10 days later on 17th March 2020.
I had confirmation from Jet2 that the flights were cancelled, and therefore asked the villa owner for a refund.
The villa owner would not refund me, or exchange the villa for another time unless I gave another deposit, treating it like a separate booking.
The costs of flights was reimbursed from Jet2 without any problems, so I did not have to claim this on my Nationwide Flexplus Travel Insurance.
 I also had booked a hotel prior to the outgoing flight for 2 rooms with Radisson Hotels, they too gave me a refund without any problems for £300.
The Insurance company in the first instance asked for proof of cancelled travel of flights dates (which i supplied) which I wasn't even claiming for as Jet2 has made a refund.
I didn't even mention the hotel, I sent them all sorts of confirmations receipts etc, as they requested.
The name of the booking for the villa (The Villa was booked for and paid for by my husband and i , paid out of our Nationwide Flexplus account) we actually do this each year and invite family members to join us during our time at the villa, this is a treat for them, which we always get great pleasure from, as we have no immediate family of our own.
The Nationwide have now decided that they want a copy of the original flight booking and list of passengers, apparently I am told by other villa renters that they will try to insist that others staying at the villa will have to claim for their loss individually??? although I have told them the villa was booked and paid for by my husband and I.
The original flight invoice they insist on now  has 6 passengers listed, my husband and I, and my sister and her daughter with 2 children, they are all young and healthy and would of set up their holiday insurance a few days prior to going away, not like us who do things by the book and as honest as the days long, how can they justify not refunding our money its beyond me???? Any advice, opinions, greatly appreciated xxxx

Comments

  • Life__Goes__On
    Life__Goes__On Posts: 2,746 Forumite
    1,000 Posts Third Anniversary Photogenic Name Dropper
    It should just be the names on the booking form, they are trying to expand it out of the range I believe they are entitled too.
    Have a read
    https://www.thisismoney.co.uk/money/experts/article-7912901/ASK-TONY-cancelled-Greek-villa-insurer-refused-pay-bill.html

    New User name as MSE gave me a number in my old one.
    " I am not a number! I am a free man!"

  • I have read this before with a stag do.  The main organiser was the one who paid for the accommodation and the one to hold insurance but the insurance would only pay for his portion of the holiday. The others had to claim individually and like your situation most of them hadn't got round to taking out insurance.      I was going to ask how they knew any others were staying there?   Do they just assume because they are listed on the flight?   Or did you say they would be staying at your villa?

    Seems to be a loophole (that insurers are good at).  Perhaps you could challenge it in court?  Although I don't know how successful you would be.    

  • Life__Goes__On
    Life__Goes__On Posts: 2,746 Forumite
    1,000 Posts Third Anniversary Photogenic Name Dropper
    edited 9 June 2020 at 8:53PM
    Tedber said:
    I have read this before with a stag do.  The main organiser was the one who paid for the accommodation and the one to hold insurance but the insurance would only pay for his portion of the holiday. The others had to claim individually and like your situation most of them hadn't got round to taking out insurance.      I was going to ask how they knew any others were staying there?   Do they just assume because they are listed on the flight?   Or did you say they would be staying at your villa?

    Seems to be a loophole (that insurers are good at).  Perhaps you could challenge it in court?  Although I don't know how successful you would be.    

    If it was on here, the person told the insurer the names of the people staying (big mistake)

    EDIT
    Personally I would refuse the information based on it not being relevant, and if they refuse to pay then take it the Ombudsman, the worse way is you have to supply the info to the Ombudsman.


    New User name as MSE gave me a number in my old one.
    " I am not a number! I am a free man!"

  • Toscaboy
    Toscaboy Posts: 13 Forumite
    Fifth Anniversary First Post
    I have not told them that any one else was staying at the villa, just my husband and I, the villa was booked in my name, they asked for confirmation of the flight cancellation which i sent to them, but they say they need further information
    firstly my bank statements showing the payments to the villa owner but now they also are asking for the original flight invoice naming all passengers???? I cant understand this Im not claiming for the flights, so it must be to try and not pay out due to other guests? The other passengers could be staying elsewhere, and also why would they take out travel insurance when they were advised by the airline in March that the flights in May are  cancelled. Our insurance is different as its renewed annually due to pre existing medical conditions.  Thanks for the link as well guys soooo upsetting.
  • Life__Goes__On
    Life__Goes__On Posts: 2,746 Forumite
    1,000 Posts Third Anniversary Photogenic Name Dropper
    Say you will only provide information relevant to your renting of the villa and they have all the information they need.
    New User name as MSE gave me a number in my old one.
    " I am not a number! I am a free man!"

  • Having difficulty obtaining a refund for Emirates cancelled flights. Any tips for success? They ask me to "reapply" but I don't trust their system as I don't think think it leads to cash refunds. "Reapply" is a new and unfairtunfair they are trying to introduce into the contract. Main thing is Service wasn't provided EC261 applies but is not being honoured. Neither Section75 nor chargeback being provided so far by bank.
  • Pollycat
    Pollycat Posts: 35,891 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Savvy Shopper!
    Anna_Belle
    You need to start a new thread for your question.
    This is about claiming on insurance for a villa booking - nothing to do with Emirates.
    There's a pink 'new thread button'.
  • sheramber
    sheramber Posts: 23,059 Forumite
    Part of the Furniture 10,000 Posts I've been Money Tipped! Name Dropper
    Toscaboy said:
    I have not told them that any one else was staying at the villa, just my husband and I, the villa was booked in my name, they asked for confirmation of the flight cancellation which i sent to them, but they say they need further information
    firstly my bank statements showing the payments to the villa owner but now they also are asking for the original flight invoice naming all passengers???? I cant understand this Im not claiming for the flights, so it must be to try and not pay out due to other guests? The other passengers could be staying elsewhere, and also why would they take out travel insurance when they were advised by the airline in March that the flights in May are  cancelled. Our insurance is different as its renewed annually due to pre existing medical conditions.  Thanks for the link as well guys soooo upsetting.
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