Nationwide Travel Insurance: Covid claim for non-refundable hotel booking when voucher offered

itm2

I had to cancel a trip to Italy last May due to cancellation of my Easyjet flight (due to Covid). While I did eventually get a refund for the flight, the hotel did not refund me as they (correctly) pointed out that the booking was made on a non-refundable basis. They did however say that they could offer me a voucher to be used before the end of 2020. I was unable to use this voucher (a fact of which I made them aware at the time).
In the meantime I raised a claim against my Nationwide Travel Insurance policy (in May last year). They told me that because I had been given the option of using a voucher they could not process my claim, but that they could look at doing so after the voucher had expired, subject to confirmation from the hotel that the voucher had not been redeemed. I have now received this confirmation from the hotel, but when I contacted Nationwide again they told me that I would be unable to claim at all because the hotel had offered me a voucher (a slightly different message to the one that they had given me last year). They offered a follow-up call with their legal advice team, which I am now waiting for. Essentially they are turning this into a dispute between me and the hotel, instead of an insurance claim. Since the hotel's non-refundable terms were clear when I made the booking, I don't see any merit in this approach.
I have initiated a complaint with the Nationwide regarding how the claim has been handled. In the meantime I was wondering if anyone had any views/experience of this type of claim when the voucher offered was not one which I was actually able to take advantage of?

Ganga

Will the hotel not let you carry the voucher forward to 2021?

itm2

No they have said that the voucher is no longer valid.

twopenny

What were the terms on the voucher?

Did you book this holiday in seperate parts yourself?

Was it Easyjet that cancelled the flight?

itm2

I didn't get to see any terms for the voucher, other than expiry at the end of 2020. I booked the trip myself - flights and hotel separately. Easyjet cancelled the flight.