My husband died before our dream holiday but Axa won’t refund £3,800 deposit because he had a scratchy throat: SALLY SORTS IT

My partner and I booked a special holiday to celebrate his planned retirement in August this year. The journey was over India and including a cruise. We booked it on November 11 last year for a trip on November 24, 2024 and paid a deposit of £3,800. At the same time, I upgraded our annual travel insurance from Europe to worldwide. Unfortunately, my partner was diagnosed with throat problems four months later cancer and died after a grueling series of treatments in June.

Axa Partners, the insurer behind our Tesco Bank travel policy, rejected my claim because they said that we had not indicated a visit to the GP in November last year, where my partner complained of a scratchy throat. I refuse to give up on getting this money back without trying every avenue possible. I would be grateful for your help.

IC, Devon

Sally Hamilton replies: I was deeply moved by your letter, which described the series of events that led to the untimely death of your partner of 26 years. He went to the doctor on November 9 last year with a strange feeling in his throat. His doctor suspected it was nothing sinister and advised him to gargle with aspirin. You hadn’t even thought about it when you booked your dream trip to India and at the same time sensibly topped up your annual travel cover with Tesco Bank, which you had originally used for a summer holiday to Greece, from Europe to the rest of the world.

The irritation in your partner’s throat didn’t go away as either of you expected. He was referred for further investigation. In February, more than three months after he first complained of a tickle in his throat, the terrible diagnosis of esophageal cancer was confirmed. He was advised that it could be cured with surgery and chemo. Unfortunately, not long after, the scans showed that the cancer had spread to his bones and unfortunately the subsequent chemotherapy did not work. At the end of April he received the devastating news that he had an estimated six months to live.

While your partner was struggling to cope with this trauma in May, his father developed sepsis and died. Despite being in a terrible physical state himself, your significant other helped organize and attend the funeral on May 29th. Just five days later he himself died.

You told me that tears streamed down your cheeks when you wrote to me. It was not just the tragedy of losing your loved one on the eve of his retirement, while you were planning to experience new adventures together.

But since then, dealing with an insurance company who didn’t care that you couldn’t afford to lose the £3,800 deposit you paid for your dream trip and which would now not go ahead has only added to your pain.

Axa, the insurer of your cover with Tesco Bank, had asked to see your partner’s medical notes for two years, and this is where the doctor’s visit for the scratchy throat came to light. You, your partner and the GP may have done that in the first instance, even if it was nothing more than that it seemed to Axa’s claims handlers to be a red flag about the horrible diagnosis that was to come – and was reason for them to file the claim to reject.

You said you had no intention of misleading Axa when you changed your policy to cover worldwide travel, as the GP had initially dismissed the throat irritation as nothing serious.

The policy states that buyers must “tell us of the pre-existing medical conditions of anyone required to be insured on the policy.” As far as you are concerned, there was no pre-existing medical condition that was left out.

I have asked Axa to re-investigate your claim. A few days later Axa returned with the excellent news that she would pay you after all. That’s because the terms and conditions of your policy state that you don’t have to report a change in your health or a new medical condition until you purchase or renew a policy. Because you had only upgraded your existing policy, no such notifications were required. When I called to discuss the outcome, you were understandably in tears and expressed your gratitude for my help.

A spokesperson for Axa Partners said: ‘We are sorry for the difficulties Ms C has experienced with her claim and our condolences on the loss of her partner. When Ms. C first filed the claim, we mistakenly thought she had purchased a new policy that required disclosure of medical information. After further investigation, it became clear that she had upgraded her existing policy rather than purchasing a new one, meaning she did not have to report any changes in her health or new medical conditions.” It paid you £3,800 for the claim plus £250 for the bad claims experience.

I urge all readers who take out, renew or upgrade a travel policy to always exercise caution and report any visit to their GP.

The insurer may still cover you at no extra cost or perhaps at a slightly higher premium. But better safe than sorry.

I bought a £214 wooden Christmas scene from a company called Holyart in October 2023. It arrived broken and without the power adapter that came with it. I asked for a refund. The retailer agreed and sent the money back to Amazon Pay, which I used to make the purchase. However, I never received the money and have been chasing Amazon for a year. Please help.

KJ, Gloucestershire

Sally replies: It is unacceptable that you have been ignored in this way for a year. I contacted Amazon to find out why your refund was gathering dust. It was investigated and not long afterwards I am pleased to say that it was a jingle for your £214, which is now back in your account, along with an extra £100 as an apology.

You have forwarded this to Great Oaks Hospice in Coleford, which supported your 100-year-old father-in-law in his final days last year.

Straight to the point

In September I booked return flights for my wife and me from London to Hamburg via a travel agency website. We opted to get 80% of the fare back if we got sick, at a cost of £26 each. My wife was unwell so we should get £459 of our £574 rate. I haven’t seen the money yet – and my bank statement shows several other payments to the website – I don’t know why.

AR, Cornwall.

You signed up for a £69.99 membership, which gave you access to the 80pc refund. The website apologizes and has refunded the full rate and additional services you purchased.

Last week a technician from Halfords came to fit a new battery in my car. I ordered the battery online and Halfords said it was suitable for my Ford Focus, but the mechanic couldn’t fit it. He took a payment of £123 even though no adjustment had been made, and told me to contact Halfords, which I can’t get through. I had to pay £141 to have a battery fitted elsewhere.

AC, Cheshire.

Halfords apologizes and has refunded the cost of the battery.

I booked a rental car for my trip to Portugal through a holiday package website and my car insurance through another website it is linked to. At the airport I picked up the car at Klass Waggen and showed the employee my insurance form. He said I wasn’t covered, so I felt like I had no choice but to pay $280 for insurance with Klass Wagen. I feel like I was mis-sold on the car and insurance.

SM, Basingstoke.

Klass Wagen says once the vehicle is picked up, its customers’ decision cannot be reversed.

I regularly fly from Southampton to Dublin. In September I was told my hand luggage was too big and I would have to pay £35. I’ve never had a problem and on the return trip the bag was allowed on without any problems.

AR, Hampshire.

The airline says it is up to the discretion of airport staff and their decision is final.

• Write to Sally Hamilton at Sally Sorts It, Money Mail, 9 Derry Street, London, W8 5HY or email sally@dailymail.co.uk – include telephone number, address and a note addressed to the offending organization giving permission get to talk to Sally Hamilton. Please do not send any original documents as we cannot take responsibility for this. The Ny Breaking cannot accept any legal liability for any answers given.