Travel insurance complaints are at their highest since the pandemic – ombudsman

Travel insurance complaints jumped by nearly a fifth (19%) annually in 2023/24, according to the Financial Ombudsman Service (FOS). The dispute resolution service recorded 4,466 complaints in 2023/24. It said the only time the annual total has been higher in the past decade was in 2020/21 – when gripes surged due to disruption caused by the coronavirus pandemic. Cases are primarily being driven by complaints related to insurers turning down claims, the service said. Underlying this, the service is seeing rising trends related to policyholders being told medical conditions had not been properly disclosed, people being unhappy with the levels of emergency assistance after falling ill abroad, and complaints about delayed or missed flights, as well as lost and stolen luggage. Abby Thomas, 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...

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