Nat West travel insurance help needed.

garykf

I recently submitted a claim to Nat West for a holiday booked for 25th April travelling to Portugal.  On the 13th March the FCO travel restrictions were put in place and my holiday was cancelled on 20th March.   Flights have been refunded by Ryanair and I am claiming for the cost of accommodation through NatWest as the travel agent has confirmed that no refunds or credit vouchers will be offered for this part of the holiday.
The  Nat West policy conditions state the following:
We will cover you for the FCO advising against all travel or all but essential travel to your destination, providing the advice came into force after you opened your account or booked your trip and was in the 28 days before your departure on your trip.
I was surprised to be notified by letter that my claim has been refused as the trip was cancelled more than 28 days before my departure date.   Do I have any grounds for challenging this with Nat West?.   It seems grossly unfair that government advice was given over the 28 day period they state and I had no other choice but to cancel the holiday.   

blindman

garykf said:

e notified by letter that my claim has been refused as the trip was cancelled more than 28 days before my departure date.   Do I have any grounds for challenging this with Nat West?.   It seems grossly unfair that government advice was given over the 28 day period they state and I had no other choice but to cancel the holiday.   

Get back on the phone to them and talk to a human\supervisor.
This rejection letter sounds like "computer says no" 
You have a justified claim.

sheramber

  Who cancelled th holiday?
Was this a package holiday?
Did you get an ATOL certificate?

garykf

The holiday was cancelled by myself as it was my daughters wedding in Portugal.  Flights and accommodation were booked separately, so not covered under Atol package.

DELboy68

Your are not alone.  I am having the same issue with Nationwide's insurance underwritten by UK Insurance. I had to cancel holiday accommodation as flights to Croatia were cancelled. Cancelled at earliest opportunity to minimise my and insurance company losses on refund but then my claim rejected as I had claimed 5 days ahead of their 28 day FCO rule. Quote "FCO travel advice ‘All but essential travel’: in the 28 days before your trip start date the Foreign & Commonwealth Office advise against ‘All but essential travel’ to your destination." Have spoken to a real person and it has been reviewed but still no progress.  The fact that the FCO advice not to travel ran throughout June and until after my departure date is apparently academic. Basically had I waited until 1 June and subjected insurance to full costs of lost deposit then claim would be paid.  Maybe right by letter of ruling but seems seriously unfair to me.  Not a package and all other parties have refunded apart from the insurance company who have 'wriggled out' on a technicality. Plan to complain to Financial Obudsman but any thoughts/advice/comments appreciated.

blindman

DELboy68 said:

YPlan to complain to Financial Obudsman but any thoughts/advice/comments appreciated.

Raise a complaint with Nationwide.
The with the Ombudsman.
Insurers T&C's are poorly written and the Insurers always read them n their favour.
This needs to be challenged.

sheramber

I think thee 28 days-sometimes 30- is because the advice may change.  You cancel at 35 days but the advice changes at 31 days you are not covered as you could still travel.
 But if  advice  hasn't changed at 28 days and you cancel then you are covered.
 
Insurance companies  set a time   limit for FCO advice to be in operation to avoid paying out then the advice changes.
Thy don't  want you cancelling too far in advance. 
 

DELboy68

Thanks for the helpful comments.  Took this up with the Financial Ombudsman Service who were excellent. I explained that the flights were cancelled and there was no way we could take up the accomodation FCO rules or otherwise.  Anyway good news was the FOS agreed and upheld the claim and UKI have now settled.  Perseverance is worhtwhile.