travel insurance - now not covered after being honest! :-(

elb2908

Hi all,
Can anyone help!! My mum and dad have an annual travel insurance policy with virgin money that have paid for every year for the last 5/6 years.

They booked a tour/cruise last year and due to travel in may 2025, my mum has been diagnosed recently with needing an operation (non-urgent and is still fully able to travel) but is now on the nhs waiting list for a procedure, which she could be on for a long time! They still wish to go on the holiday as she is completely fine to travel.

They called the travel insurance company to advise of this and they have now told them that she is no longer insured at all, as she is awaiting a procedure! They asked if it was only for things that may relate back to her existing condition and they said no, she is no longer covered for anything at all .. even if she just fell over and broke her leg for example!

This makes no sense to me, I would understand them either increasing the policy price to cover for the extra risk or adding an endorsement to not cover for anything that relates to the procedure she is on the waiting list for... but to be just not covered at all when they have had insurance with virgin for years and pay every year for an annual policy for events just like this that are completely unforeseen and have been honest to let the insurance company know, now I feel they are being unfairly treated as they still want to go on holiday but no worried as my mum is not covered for anything?!

Can anyone help at all? Just doesn't seem fair. 

ButterCheese

You've done the right thing - if you had not have declared this and they needed treatment or repatriation, the insurers could have used the operation waiting list as a valid reason to not pay out.  And might have cost you thousands.

I would just do another insurance quote and state that she is waiting for an operation (if asked)?

Annemos

Just to say, Staysure often takes this position. They respond to Trustpilot reviews on this topic like this: 

=========================

Thank you for your review, I am sorry you are unhappy with your recent encounter with Staysure.

Thank you for taking the time to speak with me today, it was appreciated. There are times when a traveller is awaiting a procedure or test results, no matter how minor, where our underwriters have taken the decision to exclude all pre-existing medical conditions. This is due to the fact that they are unable to determine how the current medical circumstance with your condition is or will be affecting your other declared pre-existing conditions. It also means they are unable to determine the level of cover that would be required on your travel insurance policy in relation to this condition.

As all of these medical circumstances can affect the cover on your policy, our underwriters take an 'all in' or 'all out' approach in order to ensure that our customers fully understand what is and is not covered on their travel insurance. We do understand it is frustrating, especially if you feel that the procedure/tests you are awaiting is a minor one.

Once again, please accept my sincere apologies for the inconvenience and any frustration caused.

ripplyuk

A lot of insurers will deny coverage if the client is awaiting ANY medical investigations, even an outpatient appointment. I’ve been waiting 9yrs to see a gynaecologist (I’m in Northern Ireland and waiting lists are the worst in the U.K.) and I haven’t been able to travel since then. I also think many people are not aware of this rule and don’t inform the insurer, which seems understandable since people assume they only need to report actual diagnoses. 

TELLIT01

My wife broke her leg badly a couple of years ago and, at the time I was trying to arrange travel insurance, she was waiting for the final meeting with the consultant to confirm everything was OK.  I called the travel insurers and they said to phone back after her final appointment, as they couldn't cover her at all with outstanding 'investigations'.

sheramber

Others have reported being able to be to get travel insurance  while on a waiting list.

It can depend on whether the condition has a diagnosis or not. 

Good to go  is one that has been mentioned - this is not a recommendation. 

Others may come up on a Google search for ‘travel insurance while on nhs waiting list  ‘ could give some leads to try. 

35har1old

elb2908 said:

Hi all,
Can anyone help!! My mum and dad have an annual travel insurance policy with virgin money that have paid for every year for the last 5/6 years.

They booked a tour/cruise last year and due to travel in may 2025, my mum has been diagnosed recently with needing an operation (non-urgent and is still fully able to travel) but is now on the nhs waiting list for a procedure, which she could be on for a long time! They still wish to go on the holiday as she is completely fine to travel.

They called the travel insurance company to advise of this and they have now told them that she is no longer insured at all, as she is awaiting a procedure! They asked if it was only for things that may relate back to her existing condition and they said no, she is no longer covered for anything at all .. even if she just fell over and broke her leg for example!

This makes no sense to me, I would understand them either increasing the policy price to cover for the extra risk or adding an endorsement to not cover for anything that relates to the procedure she is on the waiting list for... but to be just not covered at all when they have had insurance with virgin for years and pay every year for an annual policy for events just like this that are completely unforeseen and have been honest to let the insurance company know, now I feel they are being unfairly treated as they still want to go on holiday but no worried as my mum is not covered for anything?!

Can anyone help at all? Just doesn't seem fair. 

I thought if you had booked the holiday prior to being aware of the condition you should still be covered  but would not be for any future holidays.
Your suggestion of them not covering the condition and stay insured for anything else is valid but I myself would not be happy travelling under that condition.it 
I think you could ask for the refund of the holiday cost due to being unable to travel.
Is this refusal of cover down to one customer service agent opinion 

Just had a quick look at the policy you should be able to claim for cancellation.

user1977

35har1old said:

elb2908 said:

Hi all,
Can anyone help!! My mum and dad have an annual travel insurance policy with virgin money that have paid for every year for the last 5/6 years.

They booked a tour/cruise last year and due to travel in may 2025, my mum has been diagnosed recently with needing an operation (non-urgent and is still fully able to travel) but is now on the nhs waiting list for a procedure, which she could be on for a long time! They still wish to go on the holiday as she is completely fine to travel.

They called the travel insurance company to advise of this and they have now told them that she is no longer insured at all, as she is awaiting a procedure! They asked if it was only for things that may relate back to her existing condition and they said no, she is no longer covered for anything at all .. even if she just fell over and broke her leg for example!

This makes no sense to me, I would understand them either increasing the policy price to cover for the extra risk or adding an endorsement to not cover for anything that relates to the procedure she is on the waiting list for... but to be just not covered at all when they have had insurance with virgin for years and pay every year for an annual policy for events just like this that are completely unforeseen and have been honest to let the insurance company know, now I feel they are being unfairly treated as they still want to go on holiday but no worried as my mum is not covered for anything?!

Can anyone help at all? Just doesn't seem fair. 

I thought if you had booked the holiday prior to being aware of the condition you should still be covered  but would not be for any future holidays.

Covered at least for cancelling the booked holiday, yes, the insurers don't have to cover your medical etc costs if you decide to travel. From the policy wording:

"If, after You purchase Your Policy or before booking any new trips or before starting a trip, any of the following happens:
...
 • You are waiting for an investigation or medical treatment or procedure.

You must call Our Customer Helpline on 0330 175 8283. A member of the team will ask You specific questions about Your medical condition(s). This may result in You needing to pay an additional premium to allow cover to continue for Your Pre-existing Medical Conditions and associated conditions. If Your health changes and We are unable to continue to provide cover or if You do not wish to pay the additional premium, You will be entitled to make a claim under the “Cancellation” section for Your costs, which cannot be recovered elsewhere, for trips booked before Your change in health."

Marmaduke123

This happened to me with Staysure. I cancelled the policy - didn't get much of a refund as it's "at their discretion". I got single trip cover for my planned holiday with Total Travel Protection, who charge an extra premium for waiting list cover.

sheramber

travel insurance - now not covered after being honest! :-(

You wouldn’t be covered if dishonest and didn’t declare the new condition. 

But , you would only find out when you needed to claim.