Travel Insurance refusing cancellation claim

adamr2020

Like thousands of people in my situation my holiday was cancelled due to Covid. I was supose to be travelling to Singapore/Penang/Lan Kawi/Bangkok/Hanoi. Hotels and flights where cancelled due to Covid-19. Part of my holiday was paid via credit card and I also had Virgin Travel Insurance. I d like to say iv had nothing but the worse experience and they are actually refusing my claim. Spoke with the credit card company and that was a waste of my time. So I do not know or understand the point of travel insurance and paying on a credit card. This holiday was paid in full in 2019 and my insurance was purchased before Covid-19. 

I have been going around in circles with the travel insurance. They don’t contact me I have to do all the chasing. I go from pillar to post and get absolutely knowhere. Iv even emailed the executive office of Virgin Travel insurance and the service is 100% shocking. I was told months ago everything would be fine il be covered as my insurance was purchased early. I was reassured only last week that my claim would process through. Today I have been told via email that my claim is basically not being processed. 

It is just absolutely shocking. Virgin Travel Insurance should not be trading as an insurer as far as I’m concerned. I have been trying to get this sorted since beginning of April and I have just been given the run around. 

Nebulous2

We would need some more details of your holiday, was it a package or booked separately? What were the dates? 

For insurance you need to read the policy carefully and be clear which section you are claiming under. Does it cover your circumstances? Coverage varies a great deal.  The most likely section from your description would be cancellation. 

The more info you give them the better. I prepared a timeline with all my dates, phone calls, payments etc. 

macman

If this was booked as a package (your ATOL cert will show if it was), and the provider cancelled all or part of it, then your first port of call should be them: your insurer is entitled to expect that you seek a refund with them first before reverting to the insurance.
You have not given nearly enough info to enable people to help you.

adamr2020

My holiday was all booked separate so flights/hotels where all booked separate. Hotels where booked through booking.com and flights where booked directly with each airline. My insurance was purchased prior to the Covid outbreak and I was told that I was covered if my holiday was cancelled but only if the airline or hotel cancelled. All of my flights where cancelled due to the outbreak and so was all my hotels. I didn’t personally cancel any part of my holiday. The service providers all cancelled following government guidelines over the outbreak. 

I attempted to get refunds directly with each provider and was unsuccessful so I opened a claim via my insurance and was told again that I would be covered. I supplied to my insurer my emails to show I made contact with each provider to request a refund. I also sent my insurer the cancellation emails as well as each booking confirmation from the time I booked my holiday. They had a full timeline and amount for each booking broken down as this was actually part of the claim form. 

I also submitted a cover letter explaining why I need to put the claim through requesting for the funds rather than rebooking and this was simply due to personal circumstances. I have been furloughed and my finances have changed and the dates they wanted me to rebook I was unable to rebook within these dates and also it would be very unlikely I will be able to afford to go on holiday any time soon taking into account that restrictions are still in place. 

I have now been told today that they will not be paying out the claim for my holiday and basically I was mid advised and it’s just a case of the money is lost. I just don’t think this is good enough. Personally my holiday cost £3000 I think this is a lot of money to be lost. Even if it was a less amount I would not be happy. The overall service I recieved was just bad. I was told my claim would be ok I’m covered etc where actually now I’m being told no sorry where not processing the claim. 

What I don’t understand is why in the news and on websites it’s all looking glamorous that people are covered for their holidays with insurance. Same as when you use your credit card. It’s supose to give security. There’s something seriously wrong and mis leading because I wouldn’t be in this situation. 

I had insurance prior to Covid-19 and I used a credit card to pay for the holiday. 

spiro

What does your insurance T&Cs say about the service provider (hotel etc) cancelling your holiday?

adamr2020

It all just falls under the same category. In basic terms if they cancel I’m covered if I cancel I’m not covered. This is why I had to wait for each to cancel 

jitasb

adamr2020 said:

......
What I don’t understand is why in the news and on websites it’s all looking glamorous that people are covered for their holidays with insurance. Same as when you use your credit card. It’s supose to give security. There’s something seriously wrong and mis leading because I wouldn’t be in this situation. 

I had insurance prior to Covid-19 and I used a credit card to pay for the holiday. 

Completely agree.

You only have to look at this forum to see all the trouble people are having. The travel firms and Insurers are always quick to take premiums and advising about "this is covered ..peace of mind...blah ..blah". But when it comes to the final hurdle and they have to fork out....all sorts of games suddenly come to the fore. Do they even know the definition of "Insurance" from the dictionary ?

"Peace of mind..."  give me a break. It's actually the complete opposite. 

Nebulous2

If the service providers have cancelled then they are due you a refund. They’ll do a lot of ducking and diving and offering vouchers, but if you stay resolute and persist you should get there eventually. Your insurer will only pay out after you have exhausted other possibilities. 

They should pay out quickly - but very few of them are. 

sheramber

Is th insurance refusing the claim because  you have been offered an alternative?

adamr2020

Well this is what I’m currently in the process of trying to find out as it is sounding like that. But to be honest they have gave me the run around and one minute they say it’s not been looked at then the next it’s been refused then the next they put the phone down. Honestly it’s all just a piece of nonesense and it’s me that’s paying for it. It is sounding like because I have been offered a voucher they aren’t interested. But it’s all a complete con. It’s been all over the news everyone is fine people aren’t losing out and it’s all a load of crap because they are. I’m one of them. I’m losing big time. If this is the reason they are refusing it’s just a cruel situation to be in because that’s £3000 just gone like that. To me that is a lot of money but regardless whether it is a lot to someone or not it’s money and it’s money I paid. I didn’t pay with a crappy voucher that has an expiry date 

adamr2020

jitasb said:

adamr2020 said:

......
What I don’t understand is why in the news and on websites it’s all looking glamorous that people are covered for their holidays with insurance. Same as when you use your credit card. It’s supose to give security. There’s something seriously wrong and mis leading because I wouldn’t be in this situation. 

I had insurance prior to Covid-19 and I used a credit card to pay for the holiday. 

Completely agree.

You only have to look at this forum to see all the trouble people are having. The travel firms and Insurers are always quick to take premiums and advising about "this is covered ..peace of mind...blah ..blah". But when it comes to the final hurdle and they have to fork out....all sorts of games suddenly come to the fore. Do they even know the definition of "Insurance" from the dictionary ?

"Peace of mind..."  give me a break. It's actually the complete opposite. 

This is exactly my argument with my outstanding complaint I have with them for their poor service and the worse thing about my complaint is they closed it off saying it wasn’t upheld and then blamed Covid 19. Covid 19 has nothing what so ever for advisors mid advising information and more so I’m still getting a crap service from them. Stay away from Virgin Travel Insurance that’s all I’m saying. I chose them thinking it’s a brand least it’s a known brand. What a massive mistake that decision was on my part. The emails I have sent have been sent to their exec department and David Duffy who I believe is an exec of Virgin Money and they haven’t even had the decency to pick up the phone once to me. Yet I have provided them with numerous amounts of proof.