Case Study


Refunded Travel Insurance

Synopsis of Complaint:

The Consumer’s trip to Italy was cancelled in 2020 due to COVID, and as such, he wanted money back for his insurance policy.

The Consumer was told by the Insurer that the travel insurance would apply on the travel voucher from Air Transat for the cancelled trip.

Eventually, the Consumer got a full refund from Air Transat and was looking to get the insurance cost back as well ($600).

The Financial Services Regulatory Authority (FSRA) and Travel Industry Council of Ontario (TICO) both said that this was out of their jurisdiction and recommended GIO to resolve this issue.

Review by GIO:

Upon review, GIO noted that in their Final Position Letter (FPL), the Insurer quoted the policy condition that policies are non-refundable outside the 10 days right to examine the policy.

In ongoing dealings with the Consumer, he asserted that he was entitled to a premium refund as he had made his desire to cancel the travel insurance before his flight. Additionally, the Consumer felt that the Insurer had no right to initially transfer the travel insurance coverage to his voucher.

Later, in place of the travel voucher, the Consumer received a refund on the cost of his flight from Air Transat. As a result, the Consumer thought there was no risk for the Insurer; and no trip for them to continue to cover.


After discussing with GIO, the Insurer was able provide a full refund to the Consumer.

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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