A couple has been left £22,000 out of pocket after their insurer refused to pay out for a cancelled wedding, following a devastating medical emergency that forced them to call off their big day. The pair wrote into a national newspaper, pleading for assistance from the consumer affairs team to resolve their distressing situation.
A Heartbreaking Turn of Events
Two days before their wedding in May last year, the couple received shocking news: the bride's 23-year-old brother was diagnosed with terminal brain cancer and had to undergo emergency surgery. With the wedding plans now impossible, they immediately submitted a claim to their insurer, The Insurance Emporium (TIE), from whom they had purchased cancellation cover 18 months prior.
Insurer's Handling of the Claim
The couple reported that the staff showed no sympathy during the process and even lost the initial claim forms, requiring them to resubmit all documentation. They were forced to continually chase for updates, adding to their stress during an already traumatic time.
Two months later, their claim was denied. The insurer cited that the brother had experienced daytime drowsiness before the policy commenced, which they argued were symptoms of the tumour. However, doctors had previously found no cause for concern and had made no diagnosis at that time.
A Glimmer of Hope Withdrawn
In a twist, last October—five months after the claim was filed—the company offered to pay £9,000, acknowledging the uncertainty of the medical evidence and the sensitive circumstances. Yet, just three weeks later, they withdrew this offer entirely.
The couple now faces a total loss of £22,000, leaving them unable to afford a new wedding date. They expressed their frustration and financial hardship, highlighting the emotional toll of the ordeal.
Role of the Financial Ombudsman Service
The Financial Ombudsman Service, which handles consumer complaints about insurance products, provided insight into their process. They stated that they assess each complaint based on its individual facts and circumstances, listening impartially to both the consumer and the business.
Their decision-making considers policy wording, relevant laws and regulations, industry codes of conduct, best practices, and evidence such as medical reports and claims forms. If they find that a business has treated a consumer unfairly, they outline steps to rectify the situation.
This case underscores the importance of understanding insurance terms and seeking recourse through official channels when disputes arise, especially in sensitive situations involving health emergencies.
