Travel insurance - Ancillary costs disputed
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If you believe that your ancillary costs in fact did fall within the remit of the policy you should contact your insurer to obtain an address for customer services, and write giving clear details of your case - such as what happened, when, and why you are disputing the claim. Your insurer may have a formal appeals process for disputed claims which they will ask you to go through before making any awards. As a last resort you can escalate your complaint to the Ombudsman, who will act as a mediator between you and your insurer. resolver recommends that you submit your concern in writing, and resolver can assist you in submitting, recording and reminding you when and who to escalate to.
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You should know
- If you’re making a complaint about making an insurance claim rather than a mis-sold policy, check your documents to see who the “underwriter” is. You’ll need to make a complaint to that organisation.
If you cannot resolve your issue you cannot raise your case to the Ombudsman until 8 weeks after you have first raised your complaint with your supplier, or you have received a ‘letter of deadlock’ from the company stating that they cannot resolve the issue as you have asked. Your complaint must also not be older than 9 months. For an accurate decision by the Ombudsman you should provide a detailed file of your communications and supporting documentation. In addition make sure you explain what you want as an outcome as this will help assess your case.
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