When James Rosie’s wife Lynn had to pull out of a trip to Madrid due to illness, he assumed the cancellation would be covered by the couple’s travel insurance.
James, from Wick, Caithness, had booked the holiday for the couple and their three children for last July.
However, 10 days before departure Lynn was diagnosed with kidney stones and her doctor would not allow her to fly.
“She contacted Post Office Travel Insurance and they took her off the policy schedule,” said James. “No compensation was offered but Lynn decided that me and the kids should still go on the break.”
Once James had returned from Spain, he submitted a claim to the insurer for Lynn’s forced cancellation. The policy originally cost £81.50.
“We had to get confirmation of Lynn’s condition and hospital admission dates,” he said. “Then there was a delay while it was confirmed she had been booked on the whole holiday.
“I felt that the insurer kept passing the buck and then said they couldn’t pay out as Lynn was taken off the policy before me and the kids went to Madrid. But she had been on the original policy and we had notified them in plenty of time that she would not be able to fly.”
Lynne’s share of the holiday costs was £365 and after a policy excess of £150 had been taken off, James believed they were still due a refund of £215. After getting nowhere with the claim, he turned to Raw Deal for help.
It took a few weeks, but Post Office Travel investigated and decided the couple were due the money. The Post Office said: “We want to sincerely apologise for the length of time it has taken to resolve this claim. We have engaged with the customer and have provided a refund.”
James said they would put the money towards a holiday next year.