Travel insurance claim - Covid and vouchers/credit notes

I had to cancel an April 9th cruise 2 days before due to my husbands mandatory Covid test being positive, despite him not being ill. The cruise company offer a future cruise credit, which I do not want as I had already paid for my next cruise in full and the time limit on using the credit is September 2023 (travel date). We are in our mid 70’s. and who knows what the future holds as my husband has heart failure.
Looking at my RBS travel insurance letter confirming my claim when  I sent in all the relevant documents it says it will not pay out a claim if a credit note or voucher is issued. This is the first intimation of this. They haven’t as yet communicated that they are not processing my claim but I want to know what are my rights, if any. I paid on my Barclaycard for the cruise. Can I resort to a Section 75 claim if the insurance does not pay? Help please?


  • [Deleted User]
    [Deleted User] Posts: 35,242
    Part of the Furniture 10,000 Posts Photogenic Name Dropper
    Section 75 won't apply, if the cruise company has not breached their terms, which it appears they haven't. A credit note is probably more than they were obliged to offer.

    You'll need to see whether your insurance will pay out or not, though a credit note is a common exclusion, particularly these days. Check to see if appears in your original policy documents.
  • CKhalvashi
    CKhalvashi Forumite Posts: 12,010
    Part of the Furniture 10,000 Posts Photogenic Name Dropper
    As ZX states, this is an insurance matter unless the paperwork suggests the cruise is refundable, either completely or in these circumstances.

    As you appear to have found, RBS have their own exclusions in coverage in their policy wording and your claim has been unsuccessful because of this.

    I'm not an expert on cruises but would you be able to convert this money to an 'onboard credit' or similar if you're going to be away before the voucher expires? Alternatively is there another cruise in the interim (assuming you are both retired) that would interest you?

    As sympathetic as I am, a voucher is likely to be the best outcome for you if there is no contractual need to refund, as it's legally your husbands responsibility to ensure he is eligible to enter the boat and due to not having a negative test he was not able to meet the requirements.
    💙💛 💔
  • mattyprice4004
    mattyprice4004 Forumite Posts: 7,493
    Part of the Furniture 1,000 Posts Name Dropper
    As the other responses confirm, you can’t use Section 75 as you have no right to a refund I’m afraid. 
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