Travel insurance - Insurance documents not received

Based on resolver’s experience to date, it is an inconvenience when insurance documents don’t arrive, as you may need to produce a valid certificate to access certain services. Also, without an insurance certificate you cannot be certain that you are insured fully and in the way you expect. Contact your insurer to ensure they have your correct address. If your policy is an online one, check your email inbox as you may have to print out your documents at home – you should have received an email with a link or attachment. Also have a look in your ‘spam’ box, as some filters will place a genuine email into this category. Some insurers may charge you for re-sending your documents – even if it appears they have gone missing in the post. If you feel that the fee for re-printing your documents is unreasonable then you should write to the customer services department of your travel insurance provider and ask that the fee be waived as you did not receive the documents. Generally, this will get new documents for you without a fee. As a last resort, however, you can escalate your complaint about unfair fees to the Ombudsman, who will act as a mediator between you and your insurer. resolver recommends that you submit your request for another copy of your documents in writing and resolver can assist you in submitting, recording and reminding you when and who to escalate to.

Resolver can help you resolve this issue quickly, free of charge and without the hassle. We can also help you with the next step of writing your complaint. Click on the link below to create your email.
You should know

• If you’re making a complaint about making an insurance claim rather than a mis-sold policy, check your documents to see who the “underwriter” is. You’ll need to make a complaint to that organisation.

If you cannot resolve your issue you cannot raise your case to the Ombudsman until 8 weeks after you have first raised your complaint with your supplier, or you have received a ‘letter of deadlock’ from the company stating that they cannot resolve the issue as you have asked. Your complaint must also not be older than 6 months. For an accurate decision by the Ombudsman you should provide a detailed file of your communications and supporting documentation. In addition make sure you explain what you want as an outcome as this will help assess your case.

 

 

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