Travel insurance - Policy documentation: names incorrect

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Based on resolver’s experience to date, if a name appears incorrect on your insurance document then you must get it corrected or you may not be covered. If the wrong name on a document is flagged promptly it will almost always be the fault of the issuer/broker who may have made a typo or misheard you on the telephone. However, if your policy is an online one then it is your fault as you have inputted the details incorrectly. Check the ‘small print’ as some insurers allow you to make a name change without incurring a fee. If it is a new policy and you are going to be charged a fee for making the change it might be worth cancelling the policy and starting again (within the 14-day cooling-off period) but check your policy for any charges.

If you think the charges you face for amending your policy are unfairly high - or if you have had to make a change because of what you think is a mistake on the insurer’s part - you can complain to the company directly. Ask for an address for customer services, and write giving clear details of your case - such as what happened, when, and why you think you have been unfairly charged. As a last resort you can complain about unfair fees 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.

Resolver can help you resolve this issue quickly, free of charge and without the hassle. We can also help you with the next step of writing your complaint. Click on the link below to create your email.

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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