Worst Travel Insurance Cover ever - DO NOT BUY. Paid for the top level Premium Plus travel insurance cover, and added extra pandemic insurance. Holiday accomodation cancelled by owners due to Covid-19 reasons thereby making our booked flights useless. This is termed a 'consequential loss' according to our legal advisers. Airline not liable for refund as outward flight went ahead to Spain as normal in late July 2020 albeit with us not onboard. Post Office claim being handled by an insurance company for them called INTANA, who have been dreadful so far. Repeatedly quoting EU261 regulation to us and saying airline should refund us not them, both us and our legal adviser can see this is clearly not the case when you read this regulation and indeed the airline have refused to refund already. Formal complaint submitted to INTANA and was not handled by them as a complaint! Response was to quote EU261 back to us again and to add a new exclusion reason of "We Do Not Cover;
o) prohibitive regulations by the government of any country, or delay or amendment of the booked Trip due to government action;"
Neither us or our legal adviser can see how this exclusion applies to our case as the flight went ahead without any such change or regulation. The Post office insurers in the form of INTANA appear to be trying every means to try to avoid settling our legitimate claim. Have asked again for our claim to be treated as a complaint and reviewed by a senior manager, awaiting response. If unsatisfactory again intend taking this matter to the insurance Ombudsmen, MP and TV media, as so unhappy with their reponses and poor customer service. Others consumers need to know they are wasting their money buying Travel Insurance from the Post Office as it isn't worth the paper it is written on.
Reviewed on: 14th August 2020
