Travel insurance

Theshipscat

My 80 year old neighbour has paid £700 for travel insurance in October 2024 for a trip to the Canaries in March 2025. He has a history in the 80s of open heart surgery and has a defibrilator/pace maker fitted. There have been no heart issues since until he was diagnosed with Angina two weeks ago.

The travel insurance company have now cancelled his insurance but are refusing any sort of refund. This seems a bit harsh as the insurance was only for the 14 days he was to be away in March and now he won't be going anywhere. He has no claim to make for the holiday either as he has no losses. Does he have any recourse.

Voyager2002

A new diagnosis two weeks ago means that the risk he presents to his insurer has changed, and now they are unwilling to accept that risk. That is their right.

However, I am puzzled that they have not refunded his premium. About a year ago I provided an insurer with additional information and in response they cancelled my cover, and my premium was returned to me. That would seem like usual practice.

The standard advice: make an official complaint to the insurer about their failure to refund the premium, and if necessary escalate to the Ombudsman service.

Annemos

Here is what my Insure and Go Policy wording says:   (Can you look for anything like this in your neighbour's policy?) 

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Cancelling this policy Your right to cancel.......

Should you wish to cancel your policy outside of the 14 day cooling off period or where a change to your existing policy means we are unable to continue with your cover, then the following terms apply:  General policy information    Single trip policies - Provided you have not travelled and are not claiming on the policy, a refund of 50% of the total policy premium paid will apply. However, please note that if the amount due back is less than £25, no refund will be made.

Voyager2002

Annemos said:

Here is what my Insure and Go Policy wording says:   (Can you look for anything like this in your neighbour's policy?) 

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Cancelling this policy Your right to cancel.......

Should you wish to cancel your policy outside of the 14 day cooling off period or where a change to your existing policy means we are unable to continue with your cover, then the following terms apply:  General policy information    Single trip policies - Provided you have not travelled and are not claiming on the policy, a refund of 50% of the total policy premium paid will apply. However, please note that if the amount due back is less than £25, no refund will be made.

I think that is something different... that is what happens when the customer decides to cancel, or decides that they want to change their policy to something that the insurer is unwilling to provide. In this case it is the insurer who has decided to cancel, and so a full refund would appear to be appropriate.

Annemos

You may be right. But the new health condition is still a change to the existing Policy? The customer is wanting to change the policy to include a new health condition? 

Theshipscat

He wasn't given an option to change anything.He was simply informing them of recent events. As he isn't being offered any cover and the insured period is still months away I can't see how they can refuse a refund less admin costs of course.

400ixl

You need to read the terms and conditions of the contract he is signed up to.

Theshipscat

HIs contract is stated as above 14 days cooling of period but the policy doesn't come into effect until March. You might think that acceptable I certainly don't.

Theshipscat

Just reading the info on the Finacial Ombudsman site and they suggest there should be a refund. Thanks you for your replies.

400ixl

Theshipscat said:

HIs contract is stated as above 14 days cooling of period but the policy doesn't come into effect until March. You might think that acceptable I certainly don't.

Where are the T&C's of the contract stated above? Can't see anything.

The policy is in effect from the day it is taken out otherwise it would be pointless having it now. It covers a holiday in March.

No one is saying its acceptable, but the T&C's lay out what is legally applicable and without that no one can tell you what your neighbour is entitled too. Typically, yes you would expect some sort of refund.

Hoenir

Theshipscat said:

HIs contract is stated as above 14 days cooling of period but the policy doesn't come into effect until March. You might think that acceptable I certainly don't.

The cover commenced in October.