Whilst not going into too many specific details it is clear that any claims of mis-selling are blatantly incorrect. The traveller purchased cover from our website where we have 'important information' that we ask a traveller to read before purchase. This includes details of our underwriter's residency requirement. Anyone purchasing cover needs to click to agree to this requirement or contact us for more information.
As far as we are aware we had no contact with the traveller before they purchased cover and as such we did not have the opportunity to offer any guidance as to the suitability of the policy. The residency requirement is clearly shown on our website at time of purchase and is also included in the policy documents available online and emailed at time of purchase.
As a responsible travel insurance provider we send a follow up email, usually within two business days of purchase, asking a traveller to check they have received their policy documents. We also include details of further things to check such as, once again, the residency requirement. It is at this point the traveller contacted us to let us know they do not meet the requirement so we immediately cancelled and fully refunded their policy as it wasn't suitable for their needs. We also offered the traveller details of an alternative provider who would be able to offer suitable cover.
It serves us no purpose whatsoever to set up up a policy that is unsuitable for a traveller which is why we make important information clear at time of purchase, in our policy documents and also in the follow up email.
If we compare the situation to our competitors we feel that our residency requirement is more clearly stated on our website whilst, furthermore, they would not offer a follow up email repeating the important information. Whilst we are disappointed the traveller is evidently unhappy we are glad that an unsuitable policy has not been left in place and instead we had the opportunity to cancel and refund in full. We urge any traveller who has any query regarding the suitability of cover to contact us before purchase as we will be very happy to assist.
