Travel insurance complaints at their highest levels since the pandemic

• The number of travel insurance cases brought to us has increased by 19% in the past year.

• Bar the year impacted by Covid, complaints are now at their highest level within the last decade.
• To counter rising complaints, we have released our top tips on travel insurance.

We have received 4,466 complaints about travel insurance in the last financial year (2023/24).

In the past ten years the only time that figure has been higher was when complaints surged due to the disruption caused by the Covid pandemic in 2020/21.

It demonstrates that, so far, complaint levels have remained higher than pre-pandemic levels – with cases primarily driven by people dissatisfied with insurers declining their claims.

In particular, we are seeing rising trends related to policyholders being told medical conditions had not been properly disclosed, people being dissatisfied with the levels of emergency assistance after falling ill abroad, and complaints about delayed or missed flights, as well as lost and stolen luggage.

In the previous financial year (2022/23) there were 3,745 complaints brought to us. Prior to the pandemic in 2019/20 that figure was just 2,510.

Abby Thomas, Chief Executive and Chief Ombudsman of the Financial Ombudsman Service, said:

With the holidays upon us, and millions of families heading overseas on their summer breaks, it’s crucial that people taking out travel insurance know what they are signing up to.

It’s concerning to see so many people dissatisfied with their insurance provider. That’s why it’s so important firms take the time to explain terms, treat people fairly, and ensure everyone understands their policy.

If people aren’t happy with how they have been treated they should contact our free, independent service and we’ll investigate.”

To help consumers choose the correct insurance for them and prevent issues further down the line, we have published our top tips. 

1. Always check the small print of your travel insurance policy

Checking the policy terms and conditions carefully is incredibly important, including what medical history you need to tell your insurer about and what activities are covered under the policy.

2. Understand the policy’s exclusions – or you may not be covered

Most travel insurance policies specify the events which are insured under the policy and the general exclusions which apply to the policy. Even if there’s no specific exclusion it doesn’t automatically mean you are covered.

3. Travel insurance is not private medical insurance

Travel insurance is not the same as private medical insurance. Most policies require you to seek treatment in a public hospital. The insurer may not pay for private treatment unless it’s required (for example if there are no suitable public hospitals locally).

4. You may need to tell your travel insurer about medical conditions, even if you have fully recovered

Check what your insurer needs to know about pre-existing medical conditions. Otherwise, you may not be covered.

5. Your travel insurer may not agree to fly you back to the UK if you become unwell abroad

There is no requirement for your insurer to fly you home. It is up to the insurer whether it is a medical necessity. They may ask you to get treatment abroad and wait until you are well enough to return.

6. Your travel insurance may not cover missed flights caused by security delays, airport evacuations and/or problems with visas and passports

Most travel insurance policies do not cover any of these things and will only cover flights missed because of a specific list of insured events such as: Failure of or delays to public transport, accident or breakdown of the vehicle the policy holder is travelling in, accident or breakdown of another vehicle on the motorway, strike, industrial action or adverse weather conditions.

7. If your circumstances change and you can no longer go on holiday, your travel insurer won’t always cover you

If you change your mind about travelling, your insurance might not cover you. Cover will generally only be provided if a cancellation is caused by a specific insured event, and the insurer is generally entitled to require reasonable supporting evidence.

Furthermore, when purchasing an annual travel insurance policy, it must start from the day of purchase otherwise there will be no cancellation cover in place.

8. Lost luggage – should your insurer be the first port of call?

Travel insurers will generally require a policyholder to obtain a Property Irregularity Report from their airline while still at the airport and provide proof from their airline that the luggage cannot be located before considering a claim.

Notes to editors

The new annual data referenced in this release covers the period 1 April 2023 to 31 March 2024.

 The 'uphold rate' is the percentage of cases found in favour of complainants.