The Financial Services and Pensions Ombudsman (FSPO) has published summaries of 20 decisions relating to customer complaints about travel insurance that it issued between 2018 and 2021.

The decisions concerned cases where travel insurance customers were refused payouts by their insurers in "difficult circumstances," including medical issues, missed flights, robberies, and strike-related flight cancellations.

"With all financial products, it is so important to understand what you are buying and to be aware that not all insurance policies are the same," MaryRose McGovern, the acting Financial Services and Pensions Ombudsman, said.

"Some of the decisions in this Digest highlight that the consumer believed they had cover under their travel insurance policy for certain events or circumstances, only to make a claim that was refused.

"If you are making holiday plans for this year and thinking about taking out a travel insurance policy, I would urge you to take some time to ensure that any policy provides the cover you expect."

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The FSPO Digest of Decisions on travel insurance complaints highlights a wide range of issues giving rise to complaints concerning travel insurance and the circumstances leading to those complaints, including cases where insurers were ordered to pay:

• the claim from a policy holder who missed his flight by five minutes because his rental car would not start when leaving for the airpot. The insurer said the man failed to allow sufficient time for "possible delays", but the policy working instead referred to "delays which are expected"
• a claim and €500 in compensation to a couple whose rental vehicle in Spain was broken into and items stolen from the boot. The insurer declined their claim on the basis that policy did not provide cover for the loss, theft of, or damage to valuables left unattended at any time, including those left in a motor vehicle, but it also contained an "opposing and conflicting" provision that baggage contained in an unattended vehicle would not be covered, unless in a locked boot.
• €600 in compensation to a policy holder whose backpack was stolen from an overhead locker in the cabin during a flight, whose claim was rejected on the grounds that her personal possessions were not kept “on her person” but there was no definition of “one’s person” in the policy itself. The decision noted that the policy was "potential confusing" and that consumers "may reasonably expect the most relevant circumstances to be included and explained."
• just over €600 to a policy holder whose flight was cancelled due to an air traffic control strike in France and whose claim was rejected on the grounds that he "had prior knowledge of the possible disruption of his travel plans, due to air traffic control disputes in France." The Ombudsman concluded that even if the policy holder had been aware of reports of disruptions, he would have had difficulty knowing whether or not his particular flight would be cancelled on the date in question.

"The decisions in this Digest highlight the difficult circumstances leading to the complaints made to this Office. Matters concerning illness, cancellation of much-anticipated holiday plans and thefts while abroad are difficult events for the people concerned," McGovern added.

"Two of the decisions in the Digest concern circumstances where Covid-19 had an immediate impact on people who were travelling at the time of the outbreak. Travel insurance policies will not cover you for every eventuality, so it is worth taking some time now, while making holiday plans, to consider your insurance needs."

McGovern recommended that consumers take out a policy as soon as they book their holiday, highlighting the number of cases where holidaymakers were forced to cancel plans, and stating that buying insurance just before travel may not provide any protection in the event that you need to cancel your holiday.

The FSPO has also published its Database of Decision with full text for almost 1,500 decisions issued up to the end of October 2021.