Compare travel insurance deals
Check Which? insurance ratings and compare deals using the service provided by Confused.com
Get a quoteBy clicking a retailer link you consent to third-party cookies that track your onward journey. This enables W? to receive an affiliate commission if you make a purchase, which supports our mission to be the UK's consumer champion.
6 reasons your travel insurer might say 'no' this summer
The most common reasons insurers give for rejecting claims and how to challenge
them
If something goes wrong on holiday, you'd hope your travel insurer will have your back. But official data shows that's not always the case.
Financial Conduct Authority (FCA) data shows that between July and December 2021 just 75% of claims on single-trip travel policies were paid. In comparison, car insurers accepted 99% of claims.
In March 2023, we surveyed 804 customers who'd claimed on their travel insurance in the past two years. More than a third (36%) were disappointed – with 8% of claims rejected, 25% paid only in part and 4% in dispute.
When we asked what reasons their insurers gave for denying claims, 43% of these claimants said they weren't given one.
To help you avoid disappointment, here are the top reasons insurers did give for not paying out.
1. Policy exclusions
It may not be the biggest surprise, but insurance small print was the most common factor in claims quibbles – an issue in three in 10 (32%) claims that insurers tried to wriggle out of.
A particular destination or a particular type of claim may be excluded entirely. Be particularly aware of exclusions relating to accidents under the influence of alcohol.
Each section of a policy wording document (for example, cancellation or delay cover) will include its own exclusions. You'll also need to check the 'general' T&Cs for exclusions that apply across the policy.
- Find out more: the best travel insurance revealed
2. Pre-existing medical conditions
As the name suggests, pre-existing medical conditions refer to health conditions you've had prior to insuring your holiday.
Generally speaking, a claim related to a pre-existing medical condition won't be covered if you didn't declare it to the insurer when buying the policy.
But with many insurers, health conditions that develop or change after you've purchased the cover – but prior to your travel – will also be counted as pre-existing.
Pre-existing medical conditions were an issue in over a quarter (27%) of claims that insurers challenged – the second most common reason given.
- Find out more: see our in-depth guide on travel insurance and health conditions.
3. The blame game
The third most common reason insurers gave for saying 'no' was when they felt someone else should pay: 22% of disappointed policyholders given a reason for the insurer's decision were told their money should be recoverable from other firms.
If your trip has been bungled by a travel company, insurers are often reluctant to get involved where you're entitled to a refund or assistance in recovering your money from a credit card provider or bank, via section 75 or chargeback.
This is fair in principle, but in practice has left many customers bounced from pillar to post when liable companies refuse to pay up.
- Find out more: the other protections that may apply to your holiday
4. The 'known event'
Insurance is designed to protect against the unexpected. Most policies will contain wording explaining that they won't cover you for things you knew about when you arranged the cover.
This 'known event' clause put limitations on many travel policies sold after the Covid-19 outbreak, with claims for unanticipated developments (such as lockdowns or government advice against travel) excluded on the basis that the pandemic itself was known.
This part of the T&Cs was the fourth most common reason for claims quibbles, given in 20% of cases.
5. Not everyone was covered
For another fifth (20%) of those given a reason for their claim not being paid, the explanation was that some of the costs claimed were for people that weren't insured.
This can become an issue, for example, if you've paid for shared accommodation (such as a holiday cottage or a suite of rooms) for you and others, but have had to cancel the booking.
The insurer may conclude that it is only responsible for the proportion of costs specifically related to the accommodation you would have used.
6. Part of the claim exceeded the policy's limit
In one in five cases, claimants faced a shortfall because they were claiming for costs that were higher than the limits of their policy.
This shows how important it is to check the policy meets your needs when choosing it. If your booking costs £5,000 all in, and your policy's cancellation cover is for £1,000, you'll be significantly out of pocket if the trip falls through.
- Find out more: we explain how much cover you need in the basics of travel insurance
Other common reasons
A number of other explanations complete our 'top 10' of causes for claims being denied:
| Reason the policy was declined, disputed or not fully paid | % claimants given this reason |
|---|---|
| I wasn't covered for some or all of my claim because a policy exclusion applied | 32% |
| I wasn't covered for some or all of my claim because of a pre-existing medical condition | 27% |
| The insurer said some or all of my losses should be recoverable from another organisation or service provider | 22% |
| The insurer said the reason I had claimed was foreseeable (a 'known event') when I bought the policy or booked the trip | 20% |
| Some of the costs I was claiming back related to people that weren't covered on the policy | 20% |
| Part of the claim exceeded the policy's limit | 20% |
| The insurer said I'd failed to correctly follow its claims procedure | 17% |
In March 2023, we surveyed 4,009 members of the public who currently owned travel insurance or had owned a policy in the past two years. 804 had made a claim during this period – 290 were declined, disputed or only paid in part. The table shows which reasons were given to those who were given an explanation. The percentages add up to more than 100% as some respondents' claims were denied for multiple reasons.
How to get your claim paid
There's no surefire way to ensure your claim will run smoothly, but following our tips should minimise the odds of you encountering obstacles, or bad news, when you enlist your insurer's help.
Check your cover before you buy it
Prevention is better than cure. Make sure you buy a policy that fits your needs. Realistically, we're not all going to read and retain every detail of a policy wording document.
However, at minimum, it's worth making a list of the key things you want and expect from your policy – then check the policy's T&Cs to see if it's clear these are covered up to the limits you need.
If anything isn't clear, contact the insurer for clarification. To get you started, see our reviews to compare which insurers offer the most comprehensive cover.
Declare any medical conditions
Many of us have some sort of health condition, or a history of one. If you haven't declared it to the insurer, it probably isn't covered – which could mean a nasty surprise awaits when you try to claim.
The good news is most people with medical conditions don't have problems getting them covered. But if you do, our guide on finding suitable cover, and ratings of specialist insurers, may help.
Keep your insurer in the loop
If a claim is looking probable – whether you're feeling ill overseas or you're expecting trouble with your travel plans – contact the insurer as soon as you can.
They'll be able to advise you of whether you have cover and any procedures you'll need to follow or documentation or authorisations you'll need to allow the claim to run smoothly.
If the insurer declines, ask why
If you make a claim and it's declined without a reason, ask for an explanation in writing. Insurers don't always make the right call on claims – a clear account of their reasoning could reveal any misunderstandings or points worth disputing.
Don't be put off complaining
If you disagree with your insurer's decision, complain. Some 62% of complaints against insurers are upheld in the customer's favour, according to FCA statistics.
If the insurer doesn't resolve the issue to your satisfaction, complain to the Financial Ombudsman Service.
- Find out more: how to complain to the Financial Ombudsman Service.
Which? Limited is registered in England and Wales to 2 Marylebone Road, London NW1 4DF, company number 00677665 and is an Introducer Appointed Representative (FRN 610689) of the following:1. Inspop.com Ltd for the introduction of non-investment motor, home, travel and pet insurance, who are authorised and regulated by the Financial Conduct Authority (FCA) to provide advice and arrange non-investment motor, home, travel and pet insurance products (FRN310635). Inspop.com Ltd is authorised and regulated by the Financial Conduct Authority (FCA) to provide advice and arrange non-investment motor, home, travel and pet insurance products (FRN310635) and is registered in England and Wales to Greyfriars House, Greyfriars Road, Cardiff, South Wales, CF10 3AL, company number 03857130. Confused.com is a trading name of Inspop.com Ltd. 2. LifeSearch Partners Limited (FRN656479), for the introduction of Pure Protection Contracts and Private Health Insurance, who are authorised and regulated by the FCA to provide advice and arrange Pure Protection Contracts and Private Health Insurance Contracts. LifeSearch Partners Ltd is registered in England and Wales to 3000a Parkway, Whiteley, Hampshire, PO15 7FX, company number 03412386.3. HUB Financial Solutions, for the introduction of equity release advice, who are authorised and regulated by the Financial Conduct Authority (‘FCA’) to provide advice and guidance on financial products for those who have retired or are approaching retirement (FCA Firm Reference Number: 455713). HUB Financial Solutions is registered in England and Wales to Enterprise House, Bancroft Road, Reigate, Surrey RH12 7RP, company number 05125701.4. Alan Boswell Insurance Brokers Ltd (FRN 301), for the introduction of non-investment landlord insurances, who are authorised and regulated by the Financial Conduct Authority to provide advice and arrange insurance contracts. Alan Boswell insurance brokers Ltd is registered in England at Prospect House, Rouen Rd, Norwich NR1 1RE, company number 02591252.Other financial services:Mortgage service provided by London & Country Mortgages (L&C), Unit 26 (2.06), Newark Works, 2 Foundry Lane, Bath BA2 3GZ. London & Country are authorised and regulated by the Financial Conduct Authority (registered number: 143002). The FCA does not regulate most Buy to Let mortgages. Your home or property may be repossessed if you do not keep up repayments on your mortgage.We do not make, nor do we seek to make, any recommendations or personalised advice on financial products or services that are regulated by the FCA, as we’re not regulated or authorised by the FCA to advise you in this way. In some cases, however, we have included links to regulated brands or providers with whom we have a commercial relationship and, if you choose to, you can buy a product from our commercial partners. If you go ahead and buy a product using our link, we will receive a commission to help fund our not-for-profit mission and our campaigns work as a champion for the UK consumer. Please note that a link alone does not constitute an endorsement by Which?.
