Case Study


COVID-19 Cancellation Insurance Dispute

Synopsis of Complaint:

Insured relied on a quote in which she provided information regarding her upcoming trip of a lifetime. Deposits for air, a cruise and half the cost of her Wedding Planner were paid when she contacted a travel agent regarding coverage.

Fast forward and, like many, her dream trip was cancelled due to Covid-19. She received her deposits back for her airfare and cruise however upon submitting a claim for the wedding planner costs, her claim was denied. The Insurer advised that this was not a covered expenditure.

Review by GIO:

CSO brought forth reasonable evidence that the insured had reason to rely upon the initial call for a quote that coverage was in place for her wedding planner costs. Additionally, within the insured’s window to review the policy, definitions within the contract would not indicate these expenditures were not covered.


The claim was paid. The couple were then able to live “happily ever after!”

GIO is an independent body set up to help Canadians find a fair resolution to disputes with insurance providers. GIO can provide advice on dealing with your insurance company as a first step. If you are not satisfied with the decision from your provider on your claim, GIO can help resolve your claim. 

If you’d like to submit a claim visit here.

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