Holiday cancellation insurance

J27best

Hi, my parents had booked a 2024 cruise to Greece last autumn but their annual multi trip insurance was up for renewal this Feb. They planned to update their policy on renewal to cover cruise and travel to Greece. Unfortunately one of them has had a diagnosis which prevents either of them taking this holiday. It has been cancelled through the travel agent and the deposit has been forfeited. The insurance company are not willing to consider their claim on the basis that the policy didn't cover cruising or travel to Greece. My argument is that they had not yet travelled or cruised, and the outlay is mainly only for flights as it would be for any holiday. Should we appeal the company decision on any grounds?

Hoenir

J27best said:

 My argument is that they had not yet travelled or cruised, and the outlay is mainly only for flights as it would be for any holiday. Should we appeal the company decision on any grounds?

If the insurance they had in place didn't provide the correct cover for the type of holiday they booked. Then the insurer has no liability. There's nothing to argue about. Insurance cover is clearly laid out in the policy schedule at the outset.  Was this a package holiday? 

bluelad1927

From your opening paragraph your parents were aware they didn't have cover for this trip at the time of booking. Essentially they have taken the risk of not being covered and no insurance company would take on a claim.

Ayr_Rage

The time to upgrade the policy should have been as per the Martin Mantra, as soon as the trip was booked.

There is absolutely no chance of getting the insurer to change their decision.

DullGreyGuy

J27best said:

Hi, my parents had booked a 2024 cruise to Greece last autumn but their annual multi trip insurance was up for renewal this Feb. They planned to update their policy on renewal to cover cruise and travel to Greece. Unfortunately one of them has had a diagnosis which prevents either of them taking this holiday. It has been cancelled through the travel agent and the deposit has been forfeited. The insurance company are not willing to consider their claim on the basis that the policy didn't cover cruising or travel to Greece. My argument is that they had not yet travelled or cruised, and the outlay is mainly only for flights as it would be for any holiday. Should we appeal the company decision on any grounds?

Read the policy book 

Looking randomly at StaySure it clearly states there is no cover for a holiday that involves a cruise unless your certificate of insurance states it includes cruise cover (which it only does so if you've told them you are on a cruise). Direct Line on the other hand has no reference to cruises but thats a double edge sword as it also lacks the Cabin Confinement and Missed Port cover that StaySure does have if you do insure for cruises.  

J27best

Thanks everyone for your helpful comments and wisdom, I really do appreciate them.

J27best

Well, just to say for completion, my parents did appeal to the insurance company, and in the end they DID pay all the outlaid travel payments minus the excess!
So I'd say nothing beats asking nicely, and a good dose of patience!!
Thanks again.