The Financial Ombudsman Service upheld a higher proportion of travel insurance complaints in its latest period, with disputes over pre-existing medical conditions and coronavirus-related cancellation continuing to dominate. In many upheld cases, insurers had declined claims on grounds customers said were not clearly explained at point of sale.
The data underlines a recurring theme in our complaints coverage: disclosure and fair-value expectations under the Consumer Duty are where insurers and policyholders most often part company.
Stand-in sample article pending full analysis of the Ombudsman’s published outcomes.