Guide
Travel insurance claim denied: where to complain
Why travel insurers deny delay and cancellation claims, what the UK ombudsman data shows, and the published complaint route in Canada, the UK, the US and Australia.
We are not lawyers. This is legal information, not legal advice, and we are not liable for how you use it. Official sources and the decisions of regulators and courts come first. Read the disclaimer.
The short version
According to the UK Financial Ombudsman Service, most travel insurance policies do not cover claims if the losses can be recovered from another source. Insurers also deny claims over excluded causes, missing documents and late notice. If yours is denied, the published route is the same in most places: complain to the insurer, get its final answer in writing, then go to an independent body.
What the UK figures show
According to commentary on Financial Ombudsman Service data, about 4,451 new travel insurance complaints reached the ombudsman in 2025/26, and declined claims were the most common issue. Between 34% and 37% of travel complaints were upheld in each quarter. Complaints that reach an ombudsman are a selected group, so this is not a denial rate. We did not find comparable figures for Canada or the United States.
Claim from the airline first
According to the Financial Ombudsman Service, ask the airline or travel provider for a refund or compensation before contacting your insurer where you can. Claim only the shortfall from the insurer.
The route by country
- United Kingdom. According to the Financial Ombudsman Service, the insurer has eight weeks to send a final response. After that, or if you disagree, you can bring the complaint to the ombudsman within six months of the date on the final response.
- Canada. According to Alberta's insurance regulator, complain to the insurer first, and travel, life, accident and sickness insurance goes to the OmbudService for Life and Health Insurance. According to FSRA in Ontario, the insurer's final position letter is needed to review a complaint.
- United States. According to the NAIC, you can file a complaint with your state department of insurance. The process varies by state.
- Australia. According to the Australian Financial Complaints Authority, it can consider complaints about travel and ticket insurance. The page we read was not recently updated, so confirm the steps on its site.
Build your appeal
The insurance appeal pack builds a letter that quotes your own policy wording, lists the evidence that may help for your denial reason, and shows the route for your country.
Sources.
Checked 02 Oct 2026. Where we could only find press reports, the text says so.
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