Tally contacted us after her insurer refused to pay her cancellation claim.

What happened

Tally contacted us after her insurer refused to pay her cancellation claim. She had a holiday booked to South America, but she’d recently found out that she was pregnant. The FCO’s advice at the time was for pregnant women to postpone travel to this destination. Tally sent us evidence from her midwife that she’d been advised not to travel.

Tally’s insurer said the claim wasn’t covered because her policy only covered claims for illness or complications of pregnancy.

How we helped

We looked at the terms and conditions of Tally’s policy and saw that there was no cover for travelling against medical advice and FCO advice.

We didn’t think it was fair for the insurer to leave Tally in a position where she’d have no cover if she did go South America – but also have no cover if she didn’t travel.

We thought the fair and reasonable outcome would be for the insurer to pay Tally’s claim for the cost of cancelling her holiday.