Travel insurance complaints are up, says FOS

beach calm blue sea white edges blue sky

Travel insurance complaints rise

Complaints about travel insurance have increased significantly since last year, according to new research from the Financial Ombudsman Service (FOS).

The FOS today published figures showing that travel insurance complaints are at their highest level in ten years, having risen by 19% since last year.

Most complaints were about insurers declining claims and of those medical assistance, delayed or cancelled flights and lost luggage.

View this post on Instagram

A post shared by Helen Dewdney (@thecomplainingcow)

Abby Thomas, Chief Executive and Chief Ombudsman of the Financial Ombudsman Service, 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.”

What do you need to be aware of when taking out travel insurance to ensure that you are fully covered and increase your chances of being paid out in the event of a claim?

See Why you need travel insurance when you book a holiday!

10 top tips on how to choose travel insurance

Make sure you take out your holiday insurance the same time as you book your trip.
Compare prices on various comparison sites. You do not have to go with the one that the tour operator offers you.
Check that you have enough cover for your cash and valuables.
If the tour operator or airline loses your luggage it will be responsible for replacing the items. See Quick guide to lost, delayed & damaged luggage – your rights for full details and follow the advice should you lose your luggage.
Declare your medical conditions. If you don’t, then the insurance firm does not have to pay out and it is unlikely you will win taking the matter to the FOS.
Medical cover is not private medical care. Your insurance company will expect you to use public health services unless there are none available.
If you become unwell abroad, your insurer may not fly you home, expecting you to stay abroad until you are well enough to come home. Read the small print to ensure that they will pay for repatriation.
Remember, if the airline cancels the flight, it must refund you. Insurance will not paid for this. Compensation for delayed and cancelled flights is ONLY ever paid for by the airline. See Your rights on flights, delays and cancellations. However, you may find a fringe benefit on more expensive insurance cover. For example Kirsty Devine had to buy more expensive insurance to cover medical conditions and found that it also provided £20 for “Travel Delay benefit”. For the first full 12 hours delay they provide £20. For each subsequent full 12 hours delay it’s a further £20. Up to £250. No excess payable.
Check that the policy provides you with enough cover should you need to cancel your holiday. Does the policy cover all the possible reasons you may change your mind about travelling?
Check for exclusions and make sure that you have cover for the specific activities you are likely to undertake. What is covered and not covered should be clearly spelled out in your policy documents.

Further help with complaining about finance

How to complain about financial institutions various posts to help with a number of financial problems.

Help with researching, booking and complaining about flights and holidays

Look out timber frame on a beach "researching, booking and complaining aabout holidays and flights. Tips, ideas and your rights"

For more information, stories, laws and advice see All you need to know about booking/complaining about holidays/flights

For more advice, tips, information and template letters covering holidays and more: GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!

101 Habits of an Effective complainer book cover with logo

Want to get better at complaining? See 101 Habits of an Effective Complainer

Save yourself time and effort finding the laws and wording a letter of complaint and download a template, fill in your details and get that redress

Purchase downloadable templates to gain redress

aeroplane in sky evening sun poling through clouds

Questions and Answers about your rights when booking an airline ticket

2 Oct at 18:28

UK GDPR Explained: Data Protection, Privacy and Your Rights

2 Oct at 09:28

either side of table showing two arms and hand of people one over a document pot of pens to the side

Should I buy an extended warranty?

30 Sep at 20:27

Newsletter Sign Up

If this site or a response from me has helped you, please consider buying me some chocolate (don’t like coffee!) to help me continue to provide this free advice. Thank you!

Buy Me A Coffee

You must be logged in to post a comment.

Empowering people with gusto

“The critical thing is empowering people and part of empowerment is making people understand their legal rights more and it’s theirs, being able to identify the persona in authority to make a decision and having the elbow when somebody says “no” to say “well I’m sorry..” and those are the three things and I think you do that with gusto and are an example in that regard.”

“How to Complain

Helen Dewdney’s How to Complain is a masterclass in asserting your rights with wit, precision and just the right amount of righteous fury. It’s the book every consumer didn’t know they desperately needed – until now.”

“101 Habit of an Effective Complainer

If complaining is an art form, Helen Dewdney is Rembrandt. This book is easy to follow, beautifully written and – above all – teaches us that complaining effectively doesn’t require rudeness or angry sharp elbows. Dewdney’s book is a brilliant reminder that being a successful complainer (or getting what you were entitled to in the first place) is simple to achieve and can even be fun. Her superb how-to guide isn’t for ‘complainers,’ it’s for anybody who has ever been a consumer and been let down – it’s for all of us.”

“How to Get Free PR and be Paid for it

Helen Dewdney writes with fearless clarity and she’s done it again… She’s one of my few and regular go-tos, especially for how to approach consumer issues or in the event of an urgent sense check. This book is packed full of great and creative ideas for building up excellent PR, establishing yourself as the expert and keeping the momentum going. She is – hands down – a mega star in the world of consumer affairs and in this latest book, on PR, she shares how you can do it for yourself.”

Rob Rinder

Journalist, TV Judge barrister, presenter