I was on a trip with a charity bike ride in Peru in May this year when I had my rucksack stolen from beside me in Lima airport. I immediately reported the loss to security and promptly (not a word in common usage in South America) missed my flight. On returning to the UK I telephoned Europ Assistance for a claim form which didn't arrive and had to ask again. The first claim was refused on grounds of my negligence as was the appeal. I then contacted the tour operator who do a lot of insurance with the afor mentioned and surprise surprise the original decision was reversed and I was offered 25% of my claim. Meanwhile I had appealed to the financial ombudsman who sent me a form to fill in. Within a fortnight of sending this off my claim was settled with 65 % of the original claim which considering they don't offer new for old I had to accept. I can wholeheartedly recommend the ombudsman service.

Dick Ford, Bideford, England

In July 2007 I was travelling on a busy train in Germany when 600 Euros in cash (silly, I know!) was snatched from my rucksack off the luggage rack. The company (AXA c/o Thomas Cook Travel Insurance) refused to pay me a penny as my bag was left "unattended" -- which is pretty unbelivable considering I was less than three feet away from the luggage rack when it happened and there was no where else to put my bag! Utter madness! Insurance companies need to put themselves in our shoes!

Antony Woods, Middlesbrough, Teesside

We were 12 people in 3 families on holiday in the Caribbean this summer, all with different insurance companies. We missed our flight home from Grenada to Gatwick because our internal flight from Bequia to Grenada on two 8 seater planes with Air Mustique was delayed due to bad weather. We had to pay an additional £6721 for12 tickets with Virgin Airways to get home.

Despite our Platinum annual insurance with INSUREANDGO, they have refused our claim for missed departure because I failed to notice that the word ‘return’ was not included in the wording under their Missed Departure clause. They cover for flights missed due to bad weather but only the outward flight!

Our friends insurance co, AXA have refused their claim because they insist they began their international flight home from the tiny island we stayed on and therefore they were not liable for the missed flight from Grenada!

The third family have insurance through Marks & Spencer and are awaiting the outcome of their claim.

Audrey Brown, Lincoln, England

My husband & i married in February of this year & set off on a £10,000 honeymoon - a safari in Tanzania then a beach holiday in Zanzibar. We arrived on Mon, by Weds my husband was unwell, Thurs he was seriously ill, Fri we were airlifted out of the Serengeti by Flying Doctor & taken to Nairobi Hospital where he was treated for acute salmonella food poisoning. On Sat afternoon he was released from hospital. We wanted to carry on to Zanzibar but the drs said he was not well enough & we returned home on the Sun. BUPA have refused to pay anything but £600 towards hospital costs. They say that my husband deliberately chose to come home as their emergency assistance company had not agreed we could do so. We had contacted BUPA as he was admitted to hospital we were told only to keep receipts & follow medical advice, not that we needed any prior authority from anyone. We have produced further medical reports but still no luck. It is unbelievable - what more evidence can they need?

Amanda Shaw, Worcestershire, UK

Hello,

I'd like to inform you about my holiday insurance problem. While caravaning in Cornwall I broke my leg on the beach. I was hospitalised and needed an operation. As my wife was unable to tow the caravan home, I rang my insurance broker, caravanwise, to ask if they would pay for the caravan to be towed home. After they gave my wife confusing information, I rang from hospital and asked specifically if they would pay for the towing of my caravan. I was very specific in my questioning as I had already arranged an alternative where I could pay for caravan storage in Cornwall and collect the caravan at a later date when I could drive again. I was told to arrange transport myself and send the claim into caravanwise.

However, upon sending the claim into caravanwise I was told that this was not covered which was extremely frustrating as I could have chosen the cheaper option of storage (which was important as I had lost my job the week before my accident).

It's so frustrating.

Paul Corscadden, Winsford, Cheshire

Hello,

I'd like to inform you about my holiday insurance problem. While caravaning in Cornwall I broke my leg on the beach. I was hospitalised and needed an operation. As my wife was unable to tow the caravan home, I rang my insurance broker, caravanwise, to ask if they would pay for the caravan to be towed home. After they gave my wife confusing information, I rang from hospital and asked specifically if they would pay for the towing of my caravan. I was very specific in my questioning as I had already arranged an alternative where I could pay for caravan storage in Cornwall and collect the caravan at a later date when I could drive again. I was told to arrange transport myself and send the claim into caravanwise.

However, upon sending the claim into caravanwise I was told that this was not covered which was extremely frustrating as I could have chosen the cheaper option of storage (which was important as I had lost my job the week before my accident).

It's so frustrating.

Paul Corscadden, Winsford, Cheshire