‘I cancelled my trip as my brother was dying. Why won’t Staysure pay my £2,142 claim?’

I am writing in the hope that you can act on my behalf with my travel insurance claim with Staysure.

My husband had died during the festive season and, knowing the first anniversary would be difficult, I booked flights to and from south-east Asia, where my daughter lives, eight months in advance.

I opted for business class as I am not used to travelling alone. The flights, which were recommended by an agent, were non refundable and non transferable.

However, six months later a routine blood test revealed my brother had type 2 diabetes and a heart block.

His condition deteriorated very quickly. I cancelled my plans and he died six days after I had been due to go away. In due course I claimed the £2,142 from Staysure for the flights, but it refuses to pay.

HB, East of England

Staysure refused the claim on the grounds that the cause of the cancellation had been a pre-existing condition.

The exclusion clause included the words when “any form of treatment, or prescribed medication, medical consultation, investigation, or follow-up/check-up, has been required, or received, during the two years prior to the commencement of cover under this policy and/or prior to any trip” and mentioned “any cardiovascular or circulatory condition (e.g. heart condition, hypertension, blood clots, raised cholesterol, stroke, aneurysm) that has occurred at any time prior to the commencement of cover under this policy and/or prior to any trip.”

You are challenging the unfairness of the wording when an event that happens after a non-refundable booking has been made is not covered.

Further to my involvement, after having again refused to pay the claim, Staysure relented and reimbursed you.


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