Insurers warned as travel complaints surge to highest level since pandemic

Travel insurance complaints have increased 19% in the last financial year, new figures have revealed.

According to the Financial Ombudsman Service (FOS), 4,466 complaints were made between April 2023 and March 2024, up from 3,745 made during the previous 12 months.

Barring the year impacted by Covid, which resulted in complaints surging due to disruption, the latest figure means they are now at their highest level within the last decade.

Abby Thomas, chief executive and chief ombudsman of the FOS, 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.”

Trends

Cases were primarily driven by people dissatisfied with insurers declining their claims.

The FOS said it was 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.

“It’s so important firms take the time to explain terms, treat people fairly and ensure everyone understands their policy,” Thomas said.

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