Travel companion not on policy, I paid for trip - insurers refused refund

LesterGunn

Hi,
I have a family policy - this covers my partner, daughter and me - we're all named on the policy.
Last year I booked and paid for a trip with my mum (only the two of us) - my mum already has travel insurance for herself, as a single traveller.
Covid happened (we were due to depart on 16th March 2020) and were unable to travel (FCO guidance).
My insurer has stated that I am not covered as the bookings (flights, hotels etc) are in the names of me and my mum, not me and my partner. Also refusing to cover half the cost (which whilst frustrating, I would have expected). They took the position that as my mum isn't named on the cover, then they're not liable and suggested we speak with her insurer. We haven't spoken yet with them but presumably, as she didn't pay for anything, they wouldn't have anything to cover.
Is the insurer's position standard / normal / acceptable?  I'd expect to get half the cost back as I'm 50% of the travellers and am named on my policy.
Feels a lot like avoidance by fatigue.
Would welcome any thoughts / advice.

Sandtree

Most flights etc were refunded by the airlines and so what have you been unable to get refunded?
Were you to be sharing the hotel room or a room each?

LesterGunn

We were sharing a room.

Sandtree

And what have you not been able to get back from the airlines, hotels etc?

Ordinarily travel insurance doesnt care whos paid for it as long as you can evidence how much was paid and they have no concerns of multiple parties trying to claim the same things. It won't be uncommon for travels to pay some things together, some apart, some where only one pays will be repaid or maybe in repayment for past things etc.

LesterGunn

Of the airlines, one has refused to refund as the flight took place. The other hasn't been approached yet (we moved the flight ahead to August (on the advice of the insurer!) and found out yesterday that the flight was cancelled. This is primarily regarding the hotel component (secondarily, the confirmed non-refunded flight)). Both hotels have refused to refund. 

sheramber

Does your insurance policy say that you are covered if you travel without the  other insured persons?
if it does, then you should claim 1/2 share of the  costs, give your mother proof of her share of the costs and she should claim from her own insurance for her share.

Sandtree

Was the FCO guidance not to travel despite the flight going or is it just the return leg that was flying?

Ultimately you should each claim 50% from your respective insurers but if the flight went and it wasnt against FCO advice it may be seen as an elective decision

uk1

LesterGunn said:

We were sharing a room.

1.  If you booked and paid for the room and the room price was per room and not per person, then your insurance should cover 100% of the cost of the room irrespective of whether you shared it or not. If it was per person then you should receive 50%.  The fact that you shared to the room with someone who wasn't on your policy is no business of your insurer and they cannot fairly refuse cover.  You should however check with the hotel as many are offering refunds or a future booking. 

2.  All of the "per person costs" are only covered for the persons named on the policy.

You need to ask the insurer to treat the claim as a complaint and if they still refuse ask for a deadlock letter and take it to the financial ombudsman service. .

missile

That is disgraceful. I would suggest you name and shame the insurer.