PUBLISHED: 20:30, Wed, Sep 9, 2020 | UPDATED: 20:31, Wed, Sep 9, 2020
Martin Lewis spoke to a caller on BBC Radio 5’s The Emma Barnett Show this week about her travel insurance woes. Holiday insurance has left many confused amid the coronavirus pandemic as insurers changed how much their policies would cover. The female caller said she bought her holiday insurance on March 6 but the insurer has refused her claim “on the basis that retrospectively they decided that they're not paying out for any policy bought after March 3.”
This is despite the company not changing their policy details online until March 14, the caller claimed.
Lewis revealed his travel advice on how she could best get the payout she was owed.
“About 90 percent of policies before COVID included the cover that would protect you from COVID - about 10 percent didn’t,” Lewis explained.
“I think that the fact [the holiday insurer] was still selling policies with this cover, and they had just as much pre-knowledge as you do, they should have, as a proper communication, put on the top of [their] website: ‘If you can't go due to coronavirus, we won’t pay out,’ but they didn't do that - and I think that's unfair.”
READ MORE: Holidays: Passenger Locator Form slammed by tourists returning to UK
Martin Lewis: Holiday insurance has left many confused amid the coronavirus pandemic (Image: Getty Images)
Martin Lewis: “About 90 percent of policies before COVID included the cover that would protect you" (Image: Getty Images)
Travellers wrangling with travel insurers can go to the Financial Ombudsman Service for help.
“Just as you do with any insurance claim, and any problem with insurance companies, they are regulated financial companies and that means the statute says that you can complain to the Financial Ombudsman Service,” Lewis detailed.
“Now, you make a complaint to the Financial Ombudsman Service… and unlike a court, which solely adjudicates on the law, the Financial Ombudsman Service has three things it looks at.
“The first is the law, the second is have you been treated fairly - and we're starting to argue together, ‘Well, I don't think so - if you had just as much foreseeability as me but you didn't