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Travel insurance complaints hit highest level since pandemic, says ombudsman

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Travel insurance complaints hit highest level since pandemic, says ombudsman

Cases are primarily being driven by complaints related to insurers turning down claims, the service said

Travel insurance complaints jumped by nearly a fifth annually in 2023/24, according to the Financial Ombudsman Service(PA Archive/PA Images)

Complaints about travel insurance have surged by nearly a fifth (19%) over the past year, figures from the Financial Ombudsman Service (FOS) reveal.

In the 2023/24 period, the FOS received 4,466 complaints. The service highlighted that this figure has only been topped once in the last ten years, which was during the 2020/21 period when the coronavirus pandemic caused unprecedented travel chaos.




The bulk of these grievances stem from insurers rejecting claims, according to the FOS. The FOS is noticing an uptick in issues such as policyholders being informed they failed to adequately disclose medical conditions, dissatisfaction with emergency support after falling sick abroad, and frustrations over delayed or missed flights, not to mention the distress of lost or stolen baggage.

Abby Thomas, the chief executive and chief ombudsman at FOS, said: “With the holidays upon us, and millions of families heading overseas on their summer breaks, it’s crucial that people taking out travel insurance know what they are signing up to.”

“It’s concerning to see so many people dissatisfied with their insurance provider. That’s why it’s so important firms take the time to explain terms, treat people fairly, and ensure everyone understands their policy. If people aren’t happy with how they have been treated they should contact our free, independent service and we’ll investigate.”

A spokesperson for the Association of British Insurers (ABI) stated: “Insurers always want to provide the best possible service for their customers. When complaints are made, they will look to learn from them, including working closely with the FOS to understand any necessary improvements.”

“It’s vital that customers understand what they’re covered for and they make sure they have the right policy to meet their needs. Travel insurance is primarily designed to cover the cost of any emergency medical treatment needed overseas, so it’s important insurers fully understand the details of any pre-existing conditions.”

“Not disclosing, or only partially disclosing, pre-existing medical conditions risks invalidating a claim, so customers should answer all medical justified questions accurately and honestly. Insurers recognise the importance of clear communication and our members are always working on improving the way they set out policy information so that it is as clear and accessible as possible.”

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