Flights cancelled insurance won't pay

Linzeroo

My husband had a holiday with friends booked last summer. It had been delayed a couple of times due to COVID but was finally booked for July 22. Unfortunately the pilots went on strike and the flight was cancelled. The airline refunded the flight money and a small amount of compensation. He had holiday insurance through our bank account and he tried to claim but wasn't successful. He went to the ombudsman and they upheld the decision for a different reason to the original one from the insurance company. However, another person on the same trip with the same insurance has had their claim approved. The insurance company won't enter into a discussion about this and have just said that all claims are decided case by case. Is there anywhere else that he can appeal to so that this is looked into again? 

Linzeroo

Should have said that he was claiming for the lost accommodation costs 

eskbanker

What do the policy terms say about the airline strike scenario?
What reason did the insurance company give for rejecting the claim?
What reason did the ombudsman give for upholding that?

Was it perhaps something to do with an expectation that the airline should have rebooked him onto another flight?

DullGreyGuy

Linzeroo said:

My husband had a holiday with friends booked last summer. It had been delayed a couple of times due to COVID but was finally booked for July 22. Unfortunately the pilots went on strike and the flight was cancelled. The airline refunded the flight money and a small amount of compensation. He had holiday insurance through our bank account and he tried to claim but wasn't successful. He went to the ombudsman and they upheld the decision for a different reason to the original one from the insurance company. However, another person on the same trip with the same insurance has had their claim approved. The insurance company won't enter into a discussion about this and have just said that all claims are decided case by case. Is there anywhere else that he can appeal to so that this is looked into again? 

If you have already have been to the ombudsman and appealed the adjudicators decision but the ombudsman agreed with the adjudicator then you've exhausted the process other than going to court. I havent seen many go to court after disagreeing with the ombudsman but the couple I have seen the customer lost.

What was your case number with the ombudsman? Their decisions are all published online (with your name reduced to your title and first letter of surname)

NoodleDoodleMan

If the Ombudsman's adjudication is available online - perhaps the OP could compare the reasons why theirs was rejected but a similar (?) case was upheld ?

You would have to assume the devil is in the detail ?

DullGreyGuy

NoodleDoodleMan said:

If the Ombudsman's adjudication is available online - perhaps the OP could compare the reasons why theirs was rejected but a similar (?) case was upheld ?

You would have to assume the devil is in the detail ?

She always is!

It could well be the 2nd claim that the insurer paid out on was done in error but having made the error for the other customer they arent bound to reverse it and try to claw the money back nor do they have to offer the same mistake to everyone else. Sometimes one person just gets lucky and the insurer writes off the mistake.