Tool
Travel insurance claim denied? Build your appeal
Insurer denied trip delay, cancellation or interruption costs? Build an appeal from your own policy wording, see the policy words worth checking, and see the published complaint route for Canada, the UK, the US and Australia.
We are not lawyers. This is legal information, not legal advice. We do not send anything for you, we do not read your policy or decide whether your claim should be paid, and we are not liable for how you use this tool. You paste in the wording you rely on, and the insurer, then an ombudsman or regulator, decides. Read the disclaimer.
Why this pack exists.
Published complaint data is strongest for the United Kingdom. We did not find comparable figures for Canada or the United States.
new travel insurance complaints reached the UK Financial Ombudsman Service in 2025/26. Declined claims were the most common issue, and complaints have risen every quarter since spring 2025.
Source: Insurance Edge, 29 Sep 2026of travel insurance complaints were upheld in favour of the customer in each quarter of 2025/26, with a three-year average of 38%. Complaints that reach an ombudsman are a selected group, so this is not a denial rate.
Source: Insurance Edge, 29 Sep 2026of travel claims were accepted across UK product categories in 2025, according to a summary of Financial Conduct Authority data. That implies roughly 14% to 17% were not accepted.
Source: Openkoda, travel insurance statisticsis a common catch. Most travel policies do not cover claims if the loss can be recovered from another source, so the UK ombudsman advises asking the airline for a refund or compensation first.
Source: Financial Ombudsman Service, travel insuranceChecked 02 Oct 2026. The first three figures come from trade press summaries of ombudsman and regulator data, so treat them as reported, not official.
Your appeal
Fill in what you know and press Build my letter. You will get a letter that quotes your own policy wording, an evidence list, and the published complaint route for your country. Anything in square brackets still needs your information.
The complaint rules behind the pack.
Official sources are labelled in the status column. Checked 02 Oct 2026.
| Rule | Status | Checked |
|---|---|---|
| UK, how to complainAccording to the UK Parliament library, insurers regulated by the FCA must handle complaints under set rules. According to the Financial Ombudsman Service, the insurer has up to eight weeks to send a final response. After that, or if you disagree, you can refer the complaint to the ombudsman within six months of the date on the final response.Sources: Financial Ombudsman Service, time limits, UK Parliament library, insurance FAQs | In force | 01 Oct 2026 |
| UK, claim from the airline firstAccording to the Financial Ombudsman Service, most travel insurance policies do not cover claims if the losses can be recovered from another source, so it advises asking the airline or travel provider for a refund or compensation before contacting your insurer. The UK Civil Aviation Authority says airlines must provide care while you wait and that you can claim reasonable costs back with itemised receipts.Sources: Financial Ombudsman Service, travel insurance, UK Civil Aviation Authority, delays | In force | 02 Oct 2026 |
| Canada, how to complainAccording to Alberta's insurance regulator, complain to the insurer first, and independent ombudservices exist for life and health insurance (which includes travel in Alberta's guidance) and for general insurance. According to Ontario's regulator FSRA, the insurer's final position letter is needed to review a complaint.Sources: Alberta, insurance consumer complaints, Saskatchewan, travel insurance, FSRA, submit a complaint | In force | 01 Oct 2026 |
| United States, how to complainAccording to the National Association of Insurance Commissioners, you can file a complaint against your insurer with your state department of insurance. It is free, and the process varies by state. The NAIC consumer page is the place to start.Sources: NAIC | In force | 01 Oct 2026 |
| Australia, how to complainAccording to the Australian Financial Complaints Authority, it can consider complaints about travel and ticket insurance, including denied claims. The page we read was not recently updated, so confirm the steps on its site.Sources: AFCA | Unconfirmed | 01 Oct 2026 |
What this does not do.
It does not read your policy or tell you which clause applies. The words worth checking are search terms for your own document, nothing more.
It does not judge whether your claim should be paid, and it cannot promise a result. Ombudsman figures show some denials are overturned, and many are not.
It does not send your letter or contact anyone for you. If your claim is large or complex, a licensed professional in your country can advise on your situation.
Nothing you type is sent or saved. The site records only that the tool was used, through Google Analytics, as described in the privacy policy.
Terms used on this page.
- Final position letter
- In Canada, the insurer's written final decision on your complaint, usually needed before an ombudservice will review it.
- Final response
- In the UK, the insurer's written final answer to a complaint. The six-month limit to go to the ombudsman starts from its date.
- Ombudsman
- An independent body that reviews complaints about financial firms, usually free to the consumer.
- Excess
- The part of a claim you pay yourself before the insurer pays.
- Recoverable from another source
- A cost someone else, such as the airline, may repay. Many policies do not cover it.
Travel insurance appeal questions, answered.
Short answers, each tied to its source. These are published processes, not advice about your claim.
Why do travel insurers deny delay or cancellation claims?
According to commentary on UK Financial Ombudsman Service data, common avoidable reasons include undeclared medical conditions, excluded activities, travelling outside policy limits, and too little evidence. According to the ombudsman itself, most travel policies do not pay if the loss can be recovered from another source.
Sources: Insurance Edge, 29 Sep 2026, Financial Ombudsman Service, travel insuranceShould I claim from the airline before the insurer?
According to the UK Financial Ombudsman Service, ask the airline or travel provider for a refund or compensation where you can before contacting your insurer, because policies often do not cover what you can recover elsewhere. Claim only the shortfall from the insurer.
Sources: Financial Ombudsman Service, travel insuranceHow long does a UK insurer have to answer a complaint?
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, and you have six months from the date on the final response to do it.
Sources: Financial Ombudsman Service, time limitsWho do I complain to in Canada?
According to Alberta's insurance regulator, complain to the insurer first, then travel, life, accident and sickness insurance goes to the OmbudService for Life and Health Insurance, while general insurance goes to the General Insurance OmbudService. Saskatchewan's regulator splits health claims and property claims between them. Ontario's regulator FSRA also asks for the insurer's final position letter.
Sources: Alberta, insurance consumer complaints, FSRA, submit a complaintWhat does the ombudsman do, and is the decision binding?
According to Citizens Advice, the UK Financial Ombudsman Service is free to use, and its decision is binding on the insurer but you do not have to accept it. If you disagree you can still take the insurer to court.
Sources: Citizens Advice, travel insurance claims