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Case studies

Browse our case studies to find out more about who we've helped, and what we've done.

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Consumer buys a new flight to avoid a 12-hour delay but is told that his policy doesn't cover the cost of the new flight

Rion was returning from holiday when his flight was delayed for 12 hours. He paid for a different flight to avoid delaying his return.

Travel Insurance

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Consumer tell us the travel company they used to book their holiday has stopped trading

Maliha contacted us while she was on holiday. The travel company she’d booked her family holiday with had stopped trading.

Travel Insurance Section 75

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Our insurer is charging us too much for our baggage claim

Karen and Belinda were on holiday when their suitcase went missing. They contacted us to complain about the policy excess applied to their insurance claim.

Travel Insurance

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My insurer says it's too risky to fly me home

Carl complained when his insurer rejected his claim to help arrange a flight home when he was taken seriously ill on a holiday.

Travel Insurance

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Claims Management Ombudsman - a Financial Ombudsman Service

Need help with a claims management dispute?

We can also help with complaints about claims management companies (CMCs). If you have a complaint, or you’re a CMC dealing with a complaint, go to the Claims Management Ombudsman website for more information. 

Claims Management Ombudsman