AXA decline travel insurance claim despite me not submitting the claim form

Irish_Steve

As it says above, AXA have declined my son's travel insurance claim despite the fact that I (on his behalf) have not yet sent in the actual claim form. I had spoken to a representative at the start of the process and he said that I needed to get a "No Show" letter from Ryanair and I have only just received that letter.

Basically, my son was supposed to go on holiday late Sept with his friend and their parents. The holiday was booked during the period when all travel restrictions were lifted but he didn't go as Spain was then put under travel restrictions about a month or so later. He didn't fly as he couldn't afford to self-isolate for two weeks when he returned.
He has an annual policy that was purchased in Jan of this year.

So, does it sound dodgy that AXA have declined the claim when they haven't actually received it?

[Deleted User]

Not really.

If you now have the evidence required, send it to them so they can review it.  There's not much they can do until you've done that.

Irish_Steve

Deleted_User said:

Not really.

If you now have the evidence required, send it to them so they can review it.  There's not much they can do until you've done that.

That's my thinking, how can they make a decision without actually seeing the evidence. Are they just trying to palm me off?

[Deleted User]

No. Palming off is an chargeable extra and not currently available under social distancing rules.

The sooner you send them the evidence, the better. 

Thrugelmir

Irish_Steve said:

He didn't fly as he couldn't afford to self-isolate for two weeks when he returned.

That's not an insured event under the policy cover. 

Irish_Steve

Thrugelmir said:

Irish_Steve said:

He didn't fly as he couldn't afford to self-isolate for two weeks when he returned.

That's not an insured event under the policy cover. 

Sorry, that is probably poor wording on my part. His Insurance form said he would be covered if travel restrictions were announced by the FCO after any booking had been made(and they were) . The flight still flew, he just decided not to go against FCO advice - does that make any more sense?

sheramber

So what has he received that refuses the claim?

macman

There were no travel restrictions, only travel advisories. Different thing entirely: he remained free to travel, but chose not to. 

Irish_Steve

sheramber said:

So what has he received that refuses the claim?

An email saying the claim had been declined as it was booked after 11th March when the WHO had declared a pandemic - some of the wording on the policy is deliberately vague if you ask me

Irish_Steve

macman said:

There were no travel restrictions, only travel advisories. Different thing entirely: he remained free to travel, but chose not to. 

Yeah but his policy says that he wouldn't be covered if he flew against FCO advice

sheramber

Irish_Steve said:

sheramber said:

So what has he received that refuses the claim?

An email saying the claim had been declined as it was booked after 11th March when the WHO had declared a pandemic - some of the wording on the policy is deliberately vague if you ask me

It was reported that one company reused cover as when booked the pandemic was already known about so it was a known risk that the holiday may be affected by it. I can't remember which company but that sounds  like what AXA are claiming.  

▪ Circumstances known to you before you purchase your policy or at the time of booking any trip which could reasonably have been expected to lead to cancelling or cutting short of the trip
The pandemic was known to exist when the holiday was booked.