Aviva Insurance Limited · DRN-6250468

The complaint Mr R is unhappy that Aviva Insurance Limited have changed the cover available on his travel insurance policy. What happened Mr R had a travel insurance policy linked to his bank account. Due to a system issue he needed to cancel the policy and take out a new travel pack. He did this and says he was told that Aviva would honour cover for his pre-existing medical conditions. However, when the new policy was put in place Aviva couldn’t cover the conditions and they were all excluded. Mr R complained to Aviva and his bank. They explained that the terms of cover had changed and no cover for the conditions could be provided. They said that all policies migrated to new terms in January 2025 and they’d agreed to honour any pre-booked trips within 12 months of that date. However, as Mr R didn’t have any trips booked this didn’t apply. And they didn’t agree Mr R had been advised they would be covered after January 2025. Unhappy Mr R complained to the Financial Ombudsman Service. Our investigator looked into what happened and didn’t uphold the complaint. She noted that the terms allowed Aviva to make changes to the cover and was satisfied Mr R had been told about the changes. She was satisfied that Mr R wouldn’t have been offered cover for his pre- existing conditions. And, as he had no trips booked within the 12-month window, she didn’t think Aviva had treated him unfairly. Mr R didn’t agree and asked an ombudsman to review the complaint. He highlighted sections of a phone call where he said a manager agreed to honour the pack. He said he was concerned he’d been encouraged to cancel the pack and that he’d not been properly informed about the changes to Aviva’s underwriting of the policy. So, the complaint was referred to me to decide. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint. Having done so I’m not upholding this complaint because: • The policy terms and conditions explain that Aviva can make changes to the policy, including benefits and services, provided that they give 30 days notice. • Aviva wrote to Mr R in November 2024 to explain that there would be changes to the policy. I’m satisfied that the changes were communicated clearly and that Mr R was given enough information about them. • It’s unfortunate that Mr R had to cancel the policy and take out a new one because of the computer issue. However, I’m not persuaded it’s led to any detriment in the circumstances of this case for the reasons I’ll go on to explain.

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• Aviva is entitled to change how it underwrites the policy – that’s a commercial decision they are entitled to take. So, regardless of the computer issue, Mr R was always going to lose the cover he had for his pre-existing conditions. Aviva checked if Mr R had any trips booked within the 12-month window and he didn’t. So, taking out the new policy hasn’t caused him to lose out in any way. He’s got the same level of cover he would have had if the original pack had remained in place. • I’ve looked at the sections of the phone call Mr R has highlighted but I don’t agree that he was given a clear assurance by a manager that Aviva would honour cover for his pre-existing conditions. There is a reference to honouring cover. However, I think that needs to be viewed within the wider context of the original policy being cancelled and Aviva continuing to offer cover under the original policy for the 12-month period I’ve referred to. I also think the changes to the policy and termination of cover for pre- existing conditions was explained to Mr R in other communications with Aviva. So, the contents of the transcript Mr R has referred to hasn’t persuaded me it’s fair and reasonable to uphold this complaint. My final decision I’m not upholding this complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr R to accept or reject my decision before 28 April 2026. Anna Wilshaw Ombudsman

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