Statement regarding Sophie Wilson

We were really sorry to hear about Sophie’s injury. As a travel insurance provider we deal with a lot of unfortunate incidents, accidents and illnesses abroad, but it never gets any less upsetting to hear about them.

We’ve had to take a lot of information into account,including reports from our investigator and CCTV footage of the incident. However, we are unable to comment on specific cases without the full permission of the customer.

It’s never nice to tell people that we aren’t able to help them, and they’re always welcome to discuss or challenge our decisions. We do understand that people go on holiday to have fun and enjoy themselves, but we are not able to cover circumstances where the customer has acted in a way that puts themselves at risk. This is clearly stated in the policy terms and conditions.