Travel insurance claim

Gildo2468

Hi I’m looking for advice please! We booked a holiday 2 years ago and had to cancel the week before as my stepson ended up in intensive care following emergency surgery and stoma bag
i phoned tui who helped under the special circumstances team and they cancelled then rebooked for 3 weeks later. We spoke to my partners insurance company (we both have our own homes and both separate insurance policies also-thought better to claim under his as his son) we had a medical letter from the surgeon and also tui gave us invoices etc but we are stuck in a fight still as the insurance company (his bank) are saying the holiday wasn’t cancelled… tui have said it was and they assured me this would be fully paid out through the insurance company this way however two years later we are still out of pocket from something that was 100% genuine can anyone help please? 

Ayr_Rage

How are you out of pocket if TUI cancelled and then rebooked for you?

Voyager2002

What have you lost, financially?

NoodleDoodleMan

Surely if TUI rescheduled your holiday for 3 weeks later the insurance company are correct in saying it wasn't cancelled ?

sheramber

If you have not  paid for the rescheduled holiday then you are not out of pocket. 

If Tui cancelled the holiday and you booked and paid for  another holiday  on a new date then that would be a cancellation, not rescheduling. 

Whether your policy would cover you cancelling because your step son, assuming you had adopted him to make him a step son,  was ill would depend on your policy. 

Isthisforreal99

Tui cannot say how your insurance company will/should treat the situation.

But as above, how are you out of pocket, and were you actually covered if you are.

Pollycat

Gildo2468 said:

Hi I’m looking for advice please! We booked a holiday 2 years ago and had to cancel the week before as my stepson ended up in intensive care following emergency surgery and stoma bag
i phoned tui who helped under the special circumstances team and they cancelled then rebooked for 3 weeks later. We spoke to my partners insurance company (we both have our own homes and both separate insurance policies also-thought better to claim under his as his son) we had a medical letter from the surgeon and also tui gave us invoices etc but we are stuck in a fight still as the insurance company (his bank) are saying the holiday wasn’t cancelled… tui have said it was and they assured me this would be fully paid out through the insurance company this way however two years later we are still out of pocket from something that was 100% genuine can anyone help please? 

So did you go on the later holiday?
Did you pay TUI again for the rescheduled holiday?

NoodleDoodleMan

Pollycat said:

Gildo2468 said:

Hi I’m looking for advice please! We booked a holiday 2 years ago and had to cancel the week before as my stepson ended up in intensive care following emergency surgery and stoma bag
i phoned tui who helped under the special circumstances team and they cancelled then rebooked for 3 weeks later. We spoke to my partners insurance company (we both have our own homes and both separate insurance policies also-thought better to claim under his as his son) we had a medical letter from the surgeon and also tui gave us invoices etc but we are stuck in a fight still as the insurance company (his bank) are saying the holiday wasn’t cancelled… tui have said it was and they assured me this would be fully paid out through the insurance company this way however two years later we are still out of pocket from something that was 100% genuine can anyone help please? 

So did you go on the later holiday?
Did you pay TUI again for the rescheduled holiday?

Indeed, it's not clear how this holiday booking panned out in the long run.

TELLIT01

The flight wasn't cancelled.  That would mean that plane didn't take off.  The OP's situation is that TUI cancelled their seats on the original flight and allowed them to be moved to another date.  Entirely different scenarios. Has confusion been caused by the terminology used?

sheramber

TELLIT01 said:

The flight wasn't cancelled.  That would mean that plane didn't take off.  The OP's situation is that TUI cancelled their seats on the original flight and allowed them to be moved to another date.  Entirely different scenarios. Has confusion been caused by the terminology used?

I donz’t think anybody has said the flight was cancelled.

The holiday  booking was cancelled and either a new holiday was booked and paid for.  If this is what happened the OP is out of pocket by the original amount paid. 

or
the payment already made  was transferred to a rescheduled holiday  at no extra cost  so the OP  did not get a refund but the money was used to pay for the rescheduled holiday. The OP is not out of pocket if this happened.

It is not clear which applies. 

Or does the OP think that the insurance should pay out for cancellation of the holiday, regardless of the fact that the money was used to Pay for the second booking? 

maman

Maybe the issue is about the stepson who was taken ill.🤔 We'll never know unless OP returns to give more details.