Edinburgh International Festival query

[scheherazade1]

I bought a ticket for an Edinburgh International Festival concert and paid the additional £1.50 secure my booking fee. I am unable to attend and have been advised by EIF and Secure my Booking that refunds can only be processed on production of police or medical documentation indicating why you can't attend! Is this for real? Have they always done this? Does anyone know if there are any ways round this process? TIA

PS I live in Edinburgh

I have bought it was a type of insurance which covers cancellation in certain circumstances a bit like travel insurance.
What does the T&Cs say?

I thought

"Our ticket protection allows you to recoup 100% of the paid ticket price (including any fees) if you are unable to attend your event for any number of covered reasons, including illness, travel delays, adverse weather conditions and more".

The "and more" could mean anything though

Lee is pretty far from Scotland

Yeah it's standard, just like any type of insurance you need to prove the reason for cancellation. You can't just decide you don't want to go anymore and ask for money back. It's not a refund guarantee.