Train Ticket Insurance Refund

Esme986

Hi,
I purchased train tickets via Trainline for a concert in London. I also took out ticket insurance for £5.99 which is confirmed on the booking confirmation. However, I did not receive any insurance policy documents. The train was subsequently cancelled due to industrial action and I received a refund for the tickets but not the insurance. Since that time I have been sent round and round in circles between Trainline and Ergo who Trainline state is the company providing the ticket insurance. Ergo state that they are not the insurers for Trainline ticket insurance and gave me details if another company called Mayday whose telephone number is no longer in service! However, I did get an email response from Trainline who stated that as my request for a refund was outside the 14 day 'cooling off period' they could not help. Since I wasn't aware within that 2 week period that the trains wouldn't be running that isn't relevant. I am just so frustrated that no one will take ownership of this and refund my money. I appreciate that it is only £5.99 but that isn't the point. I think these companies bank on people losing the will to live and giving up but it is disgusting that they are so quick to take your money but then refuse to refund it when it is due. Has anyone else experienced this and if so, were you successful in getting a refund 
TIA

razord

I'm not convinced you're entitled to a refund of the insurance, as the insurance was provided, and was available to the job it was designed to do.

You paid to ensure, no matter what happens, you're not left out of pocket, and you haven't been. So just as if the train would have run and you didn't need the insurance, you don't need the insurance because the train company has refunded you instead of them.

Sandtree

Legally insurance is only required to be cancellable in the first 14 days from date of purchase or date of receiving the documents (whichever is later). After that you have no statutory right of cancellation, though some classes of insurance do allow so.  Even if you can cancel they are entitled to charge a proportional fee for the cancellation even in the cooling off period.

Travel insurance starts from the minute the policy is purchased on a single trip policy and so if you had gone under the proverbial bus the next morning the insurance would have paid out therefore you have enjoyed benefit of the protection of the insurance even if other events have transpired that meant you got a refund of the train tickets from a different path

daveyjp

The Trainline insurance appears to be a travel policy that refunds the cost of the ticket if the cause is Personal illness, jury service etc etc.  it also covers you for additional costs incurred due to strikes.

https://support.thetrainline.com/en/support/solutions/articles/78000000452-what-travel-insurance-do-we-offer-and-how-do-i-make-a-claim-


You couldn't travel because a train service was cancelled and you have received a refund.  The insurance also provided cover for potential additional costs due to the strike, which you didn't need, but thats the case for the majority of insurance.  As cover was in place for a circumstance you were affected by I doubt you will get a refund,