Halifax Travel Insurance won't honour a reasonable claim after our flight delay
I am writing because, after over three months of trying, I have not been able to get Halifax Travel Insurance to honour a reasonable claim. It is for £100 under its travel delay/missed departure clause, after we were delayed by 24 hours due to heavy snow in Boston in February.
The claim was for £30 for the first 12 hours plus £20 for the second 12 hours, for myself and my husband. The claims handler confirmed that £100 was the correct amount, but then denied that we were covered when I said that the airline rescheduled us on later flights and cancelled the snowbound flights. We have been engaged in fruitless correspondence since early February. I have also written to the Financial Ombudsman but I am so confused about where in Halifax's procedures I am deemed to be. SB, Hornsey, London
Consumers must complain to the business they have a problem with first, and banks have eight weeks to investigate. If anyone is unsure how to complain, the ombudsman can contact the business on their behalf (try the consumer helpline on 0300 123 9 123 or 0800 023 4567). If they are unhappy with the outcome, they can contact the ombudsman with the complaint.
Happily, in this instance, Halifax has investigated your complaint and found that you are entitled to £100. It is also giving you an extra £100 as a goodwill gesture and the cheque is on its way to you.
We welcome letters but cannot answer individually. Email us at consumer.champions@guardian.co.uk or write to Brignall & King, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number
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