I was advised there is some smart people on this forum.
I'm going to write back to the insurer and complain but I thought I'd seek some advice before I put together a letter.
Basically this is the timeline of events of what happened with my 70 year old mum...
4th April - Mum's insurance is renewed & paid (no medical condition known at this point)
14th April - First doctor consultation, referred for tests
26th April - Renewed insurance policy cover starts
28th April - Mum diagnosed with cancer and needs operation
The whole family was in a state of shock during this time of course and paperwork/insurance etc was last thing on the mind. We just assumed we renewed it in time so we had continuous cover and could put a claim in if we had to.
Just after her diagnosis, we phoned the broker/agent Leisure & Lifestyle about her illness and need to cancel her holiday, and asked them the procedure.
They just advised her to download and fill out a claim form which we did.
The reason they are now declining the claim is that we did not inform the underwriters (Tokio Marine Ins.) about her change in medical circumstances between 1st consultation and getting the diagnosis. What were we supposed to do during this difficult time, call them and say "oh, by the way I *might* have cancer, just thought Id let you know"
She did what she thought was right. Also, I dont understand this because had we done what they wanted and informed them of the change, what would they have done? Denied her insurance or asked for more money, so how can you win? Isn't this the sort of thing you get travel insurance for, so what's the point when they won't pay out. Grrrr.
Any advice or opinions on how to fight this would be most appreciated?