How to Complain About Travel Insurance UK: FOS Process Explained

Step one: complain to the insurer first

Every regulated travel insurer must operate a complaints procedure under the FCA's DISP sourcebook. Before the Financial Ombudsman Service will look at a case, you must give the insurer the chance to put things right. Start by writing to the insurer, or its claims handler, setting out clearly what went wrong, what you want, and the policy and claim references.

Be specific. If a claim was refused, state which decision you dispute and why you think it is wrong. If the complaint is about service, delay or a misleading sale, describe what happened and when. Attach supporting evidence such as the policy schedule, the screening confirmation, medical letters, receipts, and any correspondence. Keep copies of everything you send.

Under DISP, the firm must acknowledge the complaint and investigate it. It has a maximum of eight weeks to send a final response, although many resolve sooner. If it upholds your complaint, it should put you back in the position you would have been in. If it rejects the complaint, the final response must tell you about your right to go to the Financial Ombudsman Service.

Common grounds for a travel insurance complaint

Travel insurance complaints cluster around a handful of issues. The most frequent is a refused claim, often for medical reasons, cancellation, lost or delayed baggage, or trip disruption. Many medical refusals turn on whether a pre-existing condition was declared, which is assessed under the Consumer Insurance (Disclosure and Representations) Act 2012.

Other common grounds include an exclusion the policyholder says was not made clear, a claim valued lower than expected, excessive delay in handling a claim, poor communication, or a dispute about whether the trip circumstances fall within the policy definitions. Disputes about the cancellation reasons covered, and about what counts as a covered emergency, are also frequent.

The strength of a complaint usually rests on the policy wording and the evidence. If the insurer relied on an exclusion, check the exact wording and whether it was brought to your attention. If it relied on non-disclosure, the 2012 Act framework asks whether your answer was reasonable, careless or deliberate, and whether the correct proportionate remedy was applied.

Step two: the Financial Ombudsman Service

If the insurer's final response does not resolve matters, or eight weeks pass without one, you can take the complaint to the Financial Ombudsman Service. The FOS is an independent, statutory dispute resolution service that is free for consumers. It can look at most travel insurance complaints against UK-authorised firms.

There are time limits. You generally need to refer the complaint to the FOS within six months of the date of the firm's final response, and within six years of the event complained about (or three years from when you reasonably became aware of a problem). The final response letter should set out the six-month deadline.

The FOS reviews the case afresh, considering the policy terms, the law, regulators' rules and what is fair and reasonable in the circumstances. It can direct an insurer to pay a claim, pay compensation for distress and inconvenience, correct its records or apologise. Its decisions are binding on the firm if you accept them.

How to make a strong complaint

• Put it in writing and keep a clear timeline of events and correspondence.
• Quote the policy: reference the specific wording, exclusion or screening question in dispute.
• Attach evidence: policy schedule, screening confirmation, medical letters, receipts and photographs.
• Be clear about your remedy: state whether you want the claim paid, a sum reimbursed, or compensation for poor handling.
• Note the deadlines: eight weeks for the firm's final response, then six months to escalate to the FOS.

If you are in vulnerable circumstances, for example dealing with serious illness or bereavement linked to the claim, tell the firm. FCA expectations on the fair treatment of vulnerable customers mean the insurer should take that into account in how it handles your complaint.

What the ombudsman can and cannot do

The FOS can resolve most disputes between consumers and UK-authorised insurers, and its service is impartial and free. It is not a court, and it does not impose fines or punish firms; its role is to decide what is fair in the individual case and put the consumer back in the right position where the complaint is upheld.

Some matters fall outside its remit, such as complaints about the legitimate exercise of commercial judgement on pricing, or complaints against firms not authorised in the UK. If your insurer is based abroad and not FCA-authorised, the FOS may not be able to help, which is one reason to check authorisation on the FCA Register before buying.

The FOS publishes complaint data, including travel insurance volumes and the proportion of cases upheld in the consumer's favour, broken down by firm. Reviewing this data gives a realistic sense of how often particular issues are decided for consumers, though every case turns on its own facts and evidence.

Frequently asked questions

How long does the insurer have to respond to my complaint?

Under FCA DISP rules a firm must issue a final response within eight weeks. If it fails to do so, or you are unhappy with the response, you can take the complaint to the Financial Ombudsman Service.

Does it cost anything to use the Financial Ombudsman Service?

No. The FOS is free for consumers. The firm pays a case fee in certain circumstances, but you are not charged for raising or pursuing a complaint.

How long do I have to go to the ombudsman?

Generally six months from the date of the firm's final response, and within six years of the event (or three years from when you reasonably became aware of the problem). The final response letter should state the deadline.

What if my claim was refused for non-disclosure?

The FOS will assess it against the Consumer Insurance (Disclosure and Representations) Act 2012, considering whether the screening question was clear, whether your answer was reasonable, and whether the insurer applied the correct proportionate remedy.

Can the ombudsman make the insurer pay my claim?

Yes. If the FOS upholds your complaint it can direct the insurer to pay the claim, add compensation for distress and inconvenience, correct records or apologise. Its decision is binding on the firm if you accept it.