Cancellation or curtailment rejected
The insurer says the reason for cancelling or cutting short the trip is not one of the insured events listed in the policy.
Travel insurance claim disputes
Travel Insurance Claim Rejected or Underpaid?
Travel insurance claims can be rejected or reduced because of cancellation wording, pre-existing medical conditions, a change in health, missed departure rules, baggage limits, medical expenses or another policy exclusion. We review the policy, evidence and insurer's reasoning before identifying the strongest realistic next step.
✓Free Initial Review
✓Policy & Evidence Review
✓FOS Complaint Support
✓Litigation & Barrister Routes
Why travel insurance claims become disputed
Travel Insurance Does Not Cover Every Problem That Can Disrupt a Trip
The key issue is usually whether the event that caused the loss falls within an insured section of the policy and whether an exclusion, limit or alternative recovery affects what the insurer must pay.
Pre-existing medical condition
The claim is declined because the insurer says the illness or treatment was linked to a condition that existed before cover or was not properly declared.
Medical expenses or repatriation disputed
Emergency treatment, hospital costs or repatriation are refused, delayed or restricted because the insurer disputes necessity, cover or the medical evidence.
Delay or missed departure refused
The insurer says the reason for the delay is not covered, insufficient time was allowed, or the policy's delay or abandonment threshold was not met.
Baggage or valuables underpaid
Lost or damaged items are reduced because of depreciation, evidence of ownership, single-item limits, excesses or another valuation restriction.
War, disruption or general exclusion
The insurer relies on wording relating to war, civil disruption, terrorism, government advice or another general policy exclusion.
What IDS reviews
The Reason for the Disruption Has to Match the Policy
Travel disputes can involve several organisations at once: the insurer, airline, tour operator, hotel or medical provider. We focus the review on the insured loss, what can be recovered elsewhere and the specific policy wording the insurer relies upon.
The insured event
We identify the section being claimed under and whether the circumstances satisfy the policy definition for cancellation, medical expenses, delay, baggage or another benefit.
The evidence of what happened
Medical records, airline or travel-provider correspondence, booking documents, delay evidence, receipts and other relevant material are compared with the insurer's reasoning.
Exclusions and alternative recovery
We examine any exclusion relied upon and whether part of the loss should first be recovered from an airline, tour operator, card provider or another source.
The settlement calculation
Where a claim is accepted but underpaid, we look at excesses, single-item limits, depreciation, medical costs, fixed-delay benefits and the basis of the insurer's calculation.
Financial Ombudsman approach
What Does the Financial Ombudsman Look At?
The Financial Ombudsman says it commonly sees travel insurance complaints where a claim has been declined, the amount paid is disputed, exclusions were not understood when the policy was bought, or a change in health affected cover.
It looks at the policy wording, evidence of what caused the loss, the insurer's handling of the claim and whether the decision was fair. For medical-expense and repatriation complaints, it may also consider whether treatment was medically necessary and whether a pre-existing condition genuinely caused or contributed to the claim.
Read the Financial Ombudsman's current guidance on travel insurance complaints.
How we approach the dispute
From Rejected Travel Claim to a Focused Challenge
The aim is to identify the insured event, isolate the exclusion or calculation in dispute and organise the evidence around the exact reason the insurer says it will not pay.
Identify the cover and loss
We establish which policy section applies, what financial loss is being claimed and whether another provider should meet part of it first.
Test the insurer's decision
The policy, travel documents, medical evidence, receipts and insurer correspondence are reviewed against the stated reason for refusal or reduction.
Escalate where appropriate
The next step may involve further evidence, a structured complaint, FOS where eligible, or more formal dispute support in suitable higher-value cases.
What to send us
Start With the Policy, Decision and Proof of the Loss
You do not need to organise every receipt before contacting us. Send what you have and we can identify which further documents may matter.
The insurer's rejection or settlement decision
Travel insurance schedule and policy wording
Booking confirmations, tickets and itinerary
Medical reports or evidence where relevant
Airline, tour operator or travel-provider correspondence
Receipts, valuations, baggage evidence and complaint correspondence
When the dispute needs to go further
High Medical Costs or Complex Overseas Claims Can Become Significant Disputes
Many travel disputes are suitable for complaint and Ombudsman routes, but some claims involve substantial overseas medical expenses, serious injury, repatriation costs or complex legal issues. IDS can help organise the evidence and, where appropriate, support escalation through more formal routes.
Focused insurer challenge or formal complaint
Financial Ombudsman support where eligible
Medical, travel and financial evidence preparation
Litigation or specialist barrister support where appropriate
Common questions
Travel Insurance Claim Dispute FAQs
Can I challenge a rejected travel insurance claim?
Potentially. The starting point is the insurer's exact reason for refusing the claim and whether the policy wording and evidence support it. Travel disputes can involve cancellation, medical expenses, baggage, delay, missed departure, exclusions or pre-existing conditions.
What if the insurer says my medical condition was pre-existing?
The policy definition, medical history, timing of symptoms and information provided when the policy was bought should be examined together. The existence of an earlier condition does not automatically answer whether it caused or materially contributed to the travel claim.
Can I claim if the airline or tour operator should refund me?
Many travel policies restrict losses that can be recovered from another source. You may first need to seek a refund or compensation from the airline, tour operator or another provider and show what remains unrecovered before the insurer considers the balance.
What if my insurer says I should have told them about a change in health?
Some travel policies require customers to tell the insurer about certain changes in health after buying the policy. The wording, timing of the change, what was reported and what the insurer would have done differently should all be considered.
Is the initial review free?
Yes. The initial review is free and there is no obligation to proceed. If further work appears appropriate, the proposed scope and pricing can be explained before you decide what to do next.