Parents’ travel insurance refusing to pay out - what can they do?

[89DaysToLoseIt]

well, more specifically, my mother’s insurance.

my mum and dad have had separate insurance policies for about three years now, after my mum’s insurance refused to insure my dad due to his health conditions. my mum stayed with them as they offered her a good price. a few months ago, they had to cancel a trip because my dad was taken ill.

my dad’s policy has paid out straight away after the submission of a medical report. my mum’s insurance is refusing to pay out on the basis of my dad (who’s not insured with them), having not disclosed his health conditions to them! what’s their recourse here?

If her parents are adamant that they want to pursue this and they've exhausted the complaints procedure, ombudsman is the next step. If the above is true though, I don't think they're likely to succeed.

I agree, especially since it sounds like the father's insurer will pay the whole cost and they are only persuing the mother's insurer on principle. Every insurer I've dealt with always asks whether the loss could be recovered through any other policies.

I just wanted to come back and update because the insurance company finally admitted they were wrong to deny it on the grounds of my mum not declaring my dad’s health issues. They’ve conceded that telling them in the first place counted as a declaration.

However they’re now saying this is my dad’s “cost” and not my mum’s, because it was his fault the holiday was cancelled. So they’re saying they won’t pay out on that basis.

They’re utterly pathetic, and are clearly just looking for any reason they can find to not pay out.

I think its right that it comes from your dad's insurance though, its his claim.

Not for my mum. She had to cancel and should be covered by her own insurance. If she’s not, what’s the point of even having it!

Does her insurance say it will cover her if holiday is cancelled due to someone else's health?

I opened this thread with a strong sense it would be Aviva, and so it is. i’m so sorry you have been dealing with all this stress, OP. I’ve had a similar battle with them (on household insurance) and they’ve been a nightmare. We’ve paid them for ten years, without claiming for anything, and then they fought tooth and nail to get out of paying out when we had a flood The claims handlers seem to approach all claims as if they’re coming out of their own pocket.

I’ve gone from feeling reassured I have insurance with what I thought was a reputable firm, for peace of mind, to feeling anxious that if we get burgled or there’s a fire, we’ll be left with no means to recover our losses or even be without a home. They’re utter bastards. I can’t wait to leave and go elsewhere. .

I do think they should pay out, but for your own health, and that of your parents, I wonder if you should just allow the other insurer to pick this up. I know it’s infuriating to let them get away with acting in such a dishonest way, believe me, I do, but the stress is so high you have to think of your wellbeing.

You said that your dad's insurance would pay for the whole lot.
Did they actually book separately and pay separately because that would be unusual but that's the only reason I can imagine.