Flight cancellation claim took almost 3 years to resolve
I purchased travel insurance through easyJet, underwritten by Collinson Insurance.
My flight was cancelled in May 2023. Although the insurance was presented as providing a €2,000 benefit in case of cancellation, my claim was initially refused and only the cost of the policy (€32) was refunded.
What followed was nearly three years of correspondence, repeated requests for documents, complaints, and escalation to the Maltese Office of the Arbiter for Financial Services (OAFS).
Only after significant effort was a partial payment eventually made. However, the issue of how the product had originally been presented to consumers remained unresolved.
My experience suggests that customers should carefully review not only the policy wording, but also how claims are actually handled in practice.
