Well done to your travel in­surer

The Daily Telegraph - Your Money - - READERS’ LETTERS -

I was due to travel to Venice with a friend for a five-day hol­i­day. Just un­der a month be­fore­hand my friend’s hus­band was ad­mit­ted to hospi­tal with acute heart fail­ure. He re­mained there un­til his first op­er­a­tion nearly a month later.

Fol­low­ing that he spent some time in in­ten­sive care be­fore hav­ing a se­cond op­er­a­tion.

Clearly these cir­cum­stances meant my friend was un­able to make the trip as planned. The book­ings were can­celled and we both sub­mit­ted claims to our re­spec­tive in­sur­ance com­pa­nies.

My friend’s claim was set­tled in full within seven days. How­ever, my in­surer, Stay­sure, re­jected mine on the grounds that my friend’s hus­band was not on the list of those who would count were they to suf­fer un­fore­seen ill­ness, in­jury or death. SH, TYNE & WEAR

Many read­ers com­plain that the fi­nan­cial in­sti­tu­tions that are keen to take their money are less will­ing to an­swer le­git­i­mate ques­tions.

The list is fairly stan­dard and does not in­clude the hus­band of a trav­el­ling com­pan­ion.

You have been friends for 60 years. You al­ways in­tended to go on a hol­i­day alone to­gether and at last it seemed the mo­ment had come. Af­ter your friend’s hus­band be­came so ill you could not con­tinue the trip on your own.

For one thing all the travel and ac­com­mo­da­tion ar­range­ments were based on two peo­ple. For an­other your friend needed your sup­port.

You are not par­tic­u­larly well off and miss­ing this trip was a great dis­ap­point­ment. The claim is for £538.

I spoke to Stay­sure about the spe­cial cir­cum­stances. Very quickly it re­viewed the claim and now said: “We fully em­pathise with Mrs H’s predica­ment and un­der­stand why she wouldn’t wish to re­sume her hol­i­day with­out her friend.

“While the terms and con­di­tions were cor­rectly ap­plied in this case, given the unique cir­cum­stances we have agreed to set­tle the claim as a ges­ture of good­will.”

Well done Stay­sure.

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