Question to the HM Treasury:

To ask Mr Chancellor of the Exchequer, what guidelines there are to insurance companies on considering claims of people who cancelled travel plans as a result of following Government travel advice relating to health concerns in the areas they plan to travel to.

The Government is determined that travel insurers should treat customers fairly and firms are required to do so under rules set by the Financial Conduct Authority (FCA), which regulates the UK insurance industry. The FCA’s Insurance Conduct of Business Sourcebook (ICOBS) states that insurers must handle claims fairly and promptly; provide reasonable guidance to help a policyholder make a claim, and appropriate information on its progress; not reject a claim unreasonably; and settle claims promptly once settlement terms are agreed.

If consumers would like to make a complaint about their case, in the first instance they should contact their insurer. If their complaint is not upheld and they would like to pursue the matter, they can contact the Financial Ombudsman Service (FOS). The FOS offers a free dispute resolution service for people who wish to complain about how their insurance company has treated them. The decision of the FOS is binding on insurers up to £150,000. The FOS can be contacted at:

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Telephone: 0300 123 9123

complaint.info@financial-ombudsman.org.uk

www.financial-ombudsman.org.uk