Travel Cancellation Claim Support: Advocating for Fair Outcomes in Challenging Circumstances
When business travel doesn’t go to plan, having the right support can make all the difference. That’s exactly what happened for our client in early 2024. One of their team members was set to fly to Dubai for work but had to cancel last-minute due to illness. What should have been a simple travel cancellation claim quickly turned into a frustrating experience with delays, system issues, and mixed messages from the insurer.
Thankfully, our brilliant claims manager Lisa was on hand to guide the process from start to finish. From chasing forms to correcting a payment error, she stayed one step ahead—always putting the client’s needs first. This story is a great example of how strong broker support can take the stress out of unexpected setbacks and ensure a fair outcome, even when things get complicated.
Background
In January 2024, our client needed to file a travel cancellation claim under their business travel policy. One of their employees, scheduled to travel to Dubai for work, fell unwell just before travelling and had to cancel the trip.
The client contacted us promptly, and we immediately began the claims process with the insurer to ensure it was handled efficiently and fairly.
Challenges Encountered
Despite the straightforward nature of the claim, our claims manager, Lisa, encountered multiple administrative and procedural delays with the insurer:
- Data Protection Barriers: The insurer insisted that the claim be initiated through their online system. However, due to data protection protocols and technical restrictions, Lisa was unable to log into the external system on behalf of the client.
- Delayed Form Delivery: Despite Lisa raising the issue quickly, it wasn’t until 7th March—nearly two months later—that the insurer provided a physical claim form. Lisa had clearly explained the client’s inability to use the online platform and emphasized the urgency, but delays continued.
- Inconsistent Policies: The insurer initially refused to send physical forms, citing the risk of them being pre-filled, which raised further concerns around their internal claim procedures.
Resolution & Our Role
Once the claim form was finally received, Lisa arranged a short 10–15 minute call with the insured to guide them through the completion process. She completed the broker sections, ensured all relevant documentation was collated, and submitted the final claim pack back to the insurer within a week.
However, the issues did not end there:
- Overpayment by Insurer: Despite Lisa clearly advising that the insured was due a £200 reimbursement, the insurer paid £392—nearly double the correct amount.
- Lack of Communication: Lisa was not informed of the settlement. When she followed up, the insurer admitted they had processed the claim incorrectly.
- Accountability Concerns: The insurer requested Lisa notify the client about the overpayment, but since Lisa had been excluded from the final settlement, she rightly declined.
Lisa escalated the matter to the insurer’s complaints department. The Claims Manager personally called Lisa to discuss the breakdown. During the call, Lisa outlined the timeline, the support she had provided, and the clear communication she had sent throughout. The manager acknowledged that their team had deprioritized broker support and appreciated Lisa’s transparency. Lisa even offered to train their team on how to work more effectively with brokers—another example of her commitment to going above and beyond.
Outcome
- The insurer agreed not to pursue repayment of the overpaid amount from the insured.
- They adjusted the claim value on the policy record back to the correct figure of £200, ensuring no negative impact on the client’s future claims history.
- The Claims Manager recognized the shortfall in service and acknowledged Lisa’s professionalism and diligence throughout the process.
Key Takeaways
- Broker Advocacy Matters: Lisa’s persistence ensured the client’s claim was processed, documented correctly, and protected from future rating implications—even when the insurer’s system worked against efficiency.
- Raising Standards: Lisa’s feedback to the insurer has helped open dialogue on improving broker interactions. Her offer to assist with training reflects the kind of client-first culture we’re proud to promote.
- Client-Centric Service: From the start of the claim through to resolution, Lisa kept the client’s best interests at the centre of every action—even challenging the insurer when needed.
Wrap Up
This case highlights not only the value of having a broker who advocates fiercely for the client, but also the importance of maintaining open, accountable communication with insurers. Thanks to Lisa’s persistence and professionalism, our client received the compensation they were entitled to—without lasting impact—and with a better claims experience than they might have had otherwise.
If anything here resonates with you, don’t hesitate to get in contact with us.
