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			Last update 17/10/2007
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F.M.Green

Annual Travel Insurance

Complaint

Date

06/12/2002

Complaint

entered by

dh@speckner.co.uk

On the 4^th September 2002 we missed our departure to Alicante due to a horrendous accident on the M6 which blocked both lanes of the motorway and trapped us for over 5 hours. When we realised that we would miss the departure I phoned Direct Holidays and they arranged for an alternative departure from the East Midlands Airport instead of Manchester on the following day at an additional cost of £60.00 each.

I also phoned Cox Claims Management with regard to my Travel Insurance but was told bluntly that I was not covered by my Annual Policy.

Upon return from my Holiday I took up this matter with Cox Claims Management and F.H. Green, but both insisted that the delay was not covered and the only coverage applicable would be 'involvement' in an accident or breakdown of the vehicle.

I maintained that I considered that I was involved in the accident on the motorway as it trapped me for over 5 hours and that I no longer had control over my vehicle.

After a lengthy correspondence, Cox Claims Management concluded that the circumstance of my claim was not an insured peril and would not qualify for consideration under the insurance but they eventually accepted my claim on an ex-gratia basis and paid for the additional costs for the changed departure and the taxi from Alicante to Benidorm, deducting the excess charge as per their policy

Complaint Status: CLOSED	Overall Efficiency:	good «««
	Respond Time :	excellent ««««««
	Final Outcome :	satisfactory ««««
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