Travel insurance claim denied

[greycatgirl]

Hi, I wondered if anyone would be able to comment on whether I should try to appeal to the insurance ombudsman for a travel insurance claim that’s been denied. The facts are basically that I claimed approximately £1,500 for being seen in a Turkish hospital, after suffering with illness (sickness, fatigue) for five days of my holiday. Insurance policy was taken out in Jan 2025, holiday was April 2025. The claim was denied because I failed to declare some medication I was prescribed several years earlier for anxiety, but had stopped taking in March 2023 and this was picked up from my medical notes that I submitted (I had to ask the gp to provide these as part of my claim). Insurers said I should have declared this medication and so they are within their rights to deny the claim. My question is whether it is worth appealing, since the medical episode on holiday is totally unrelated and medication was stopped two years prior to the holiday. Any advice greatly appreciated. I understand I should have declared it (it wasn’t on my radar when I took out the insurance, and who has their medical records to hand from that far back?!), but my specific question is whether it is worth appealing? Thanks.

I’ve seen similar posts on here and the advice is to go to the Ombudsman. It’s a hassle for you but seems to have become just part of the claims process now. I guess the insurance companies hope claimants will just give up?

Go to the Ombudsman. You have nothing to lose. Generally speaking they only find in insurers favour if there is evidence that they would not have insured you at all, had they known the facts. In your favour is that your illness is unrelated.

It depends... if during the quote they asked about current medication or like our policy medication in the past 2 years then unless it fits into them they should pay. If they asked medication in 5 years or ever and you didn't declare that they are right.

Yes, I’m an insurance broker and it wouldn’t occur to me to declare something I was no longer being treated for (unless the questions actually ask about your life’s medical history)!
You have to complain to the company, first under FCA rules (this can be verbally or in writing but I’d always go with the in writing); you would be complaining under the rule of “not treating the customer fairly”, which both insurers and brokers have to do, and then to the insurance ombudsman. The ombudsman won’t deal with it until you’ve complained to the insurer.

I don't think you have anything to lose by going to the ombudsman, especially as the issue you had in Turkey had nothing to do with the medication you'd previously taken or anxiety.

Thank you so much for all the helpful comments. I will ask the insurer for their final position and then take my complaint to the ombudsman.

Depends on what questions you were asked when you took your policy out. If they ask about previous medications or you needed this medication again as treatment then they've got you banged to rights really if you didn't answer the question correctly. Go back to the price comparison site you took it out with and screenshot the question. If it isn't specific before you can escalate you would need to send it to them.
Why was the claim rejected? Was it fraud or for non disclosure? That's also important

Complain to the travel insurance company first then after they've issued their final response letter ( should be issued within 8 weeks of you complaining), you can then refer to FOS.

Somewhat different circumstances, but my advice would be to appeal their decision and make it clear that if you lose you will require a letter of deadlock for the ombudsman. Because I think that often they expect (and are correct in expecting) people to take their first decision, and if they realise they are going to be spending loads of time defending themselves to the ombudsman they give up.

I had a claim a few years ago. I had insurance with cover for disability and it was clear that was what I had bought, and they had full and complete details including information that I have mobility aids. My rollator was damaged beyond use, and this meant I had to hire one whilst away then replace it when I came home - a total of about £1000. They refused my claim on the basis that their small print stated that they covered baby buggy's and my mobility aid was not a baby buggy.

I (somewhat more politely than this) pointed out why the f would I buy a policy for disability and explain that I needed walking aids because of that disability in order to have fing cover for a baby buggy (that I did not have or need) instead of the mobility aid I needed!!!! I told them I wanted a letter of deadlock as I would be going to the Ombudsman. They literally forked out the full claim by return! So they were just trying it on.