1 nov 2012 año - Case Study

Descripción:

Citizens Advice Newcastle assisted a client with a case that serves as a warning for anyone buying travel insurance. The client and her friend had to cancel their holiday abroad because her mother passed away. She was then horrified to discover that her annual travel insurance was a basic policy that did not cover cancellation, leading to the refusal of her claim. Like most people, the client assumed that travel insurance always includes cancellation coverage.

Citizens Advice Newcastle wrote to the insurance company, which reviewed their call records and found that the client had not been informed when she purchased the policy that cancellation was not included. Consequently, the company paid the client’s claim, and she was very satisfied with Citizens Advice Newcastle's intervention on her behalf.

Unfortunately, her travelling companion was not so fortunate. Although Citizens Advice Newcastle wrote to the insurance company on her behalf, the company provided recordings of her calls that showed she was explicitly advised during the call that the basic policy did not include cancellation. Her claim was therefore refused.

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