Travel insurance company wants medical records

[JenaWren]

Hi

I had an accident last year where I broke my pelvis and was unable to go on holiday as planned.

I've been trying to recover the costs of the hotel from the insurer provided by the hotel.

They have had a letter from my surgeon confirming the diagnosis and that I was not able to travel.

They have now requested my medical records from A&E. I'm not entirely comfortable sharing my actual medical records. Do I have to do this?

They've been really poor at responding - it's taken 6 months so far.

If you want them to pay out then yes you probably do, but they can only ask for information relevant to that claim under GDPR. They can’t just ask for your full medical records. It’ll be in your policy documents that they can ask for medical information to enable them to make decisions on claims. If you don’t think you need to submit more information and think they are dragging their feet make a formal complaint and then they’ve got 8 weeks to resolve it and make a decision, then if you still aren’t happy you can go to the Financial Ombudsman (FOS).

Thank you so much. That's super helpful.

TBH there's not actually that much personal info in the A&E record but it does have things like my NHS number.

They are a Spanish insurer so I guess they are not covered by UK legislation.

Ahh ok yeah the rules in Spain are probably different unfortunately but they should have a complaints process outlined in their paperwork. Good luck!

Ooh yes. I've just checked and there is. That's really useful.