In­surer won’t pay for can­celled train

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

This is my first claim in all the 31 years I have held any travel pol­icy and so I am par­tic­u­larly dis­ap­pointed that Fogg Travel is turn­ing it down. ALIS­TAIR KING, HERTS

The train you were booked on from Greno­ble to Geneva to con­nect with a flight to Lu­ton was can­celled be­cause of a strike. The next one ran the fol­low­ing morn­ing.

So you hired a car for €449 (£390) pay­ing by credit card and keep­ing the pa­per­work. You also spent €50 on tolls and €15 on petrol although, not yet an­tic­i­pat­ing mak­ing a claim, you did not ob­tain re­ceipts for ei­ther.

Fogg Travel, which acts as a claims man­ager on be­half of in­sur­ers, wanted ab­so­lute proof not only that the train had been can­celled, which you had pro­vided, but the cause of the de­lay, how long it had been for and whether there had been a sub­sti­tu­tion pro­vid­ing al­ter­na­tive travel. You tried to ob­tain the in­for­ma­tion in the re­quired for­mat but could not do so.

I sug­gested to Fogg Travel that on­line re­search might be a way around all this. Then, on the ba­sis of unofficial on­line com­ments sub­stan­ti­at­ing what you had told it about the train, the in­sur­ers met the hire car part of the claim.

How­ever, lack­ing re­ceipts it did not pay for the tolls and petrol.

I ar­gued that you can­not drive in­vis­i­bly through tolls and cars don’t run on air. At my prompt­ing you pro­vided the rel­e­vant in­for­ma­tion via on­line tools.

Re­luc­tantly, Fogg Travel ap­proached the Ger­man un­der­writer and these costs were re­im­bursed too.

Fogg Travel said it is not its role to re­search such a claim in this way.

It adds orig­i­nal re­ceipts are usu­ally es­sen­tial to thwart peo­ple from mak­ing mul­ti­ple claims. It has made an ex­cep­tion in this case.

I feel you have en­dured a lot of un­nec­es­sary rig­ma­role that could have been avoided had the mat­ter been es­ca­lated ap­pro­pri­ately at the start.

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