The Financial Ombudsman service regularly receives complaints from holidaymakers who run into trouble with financial services.
“Every year we see cases where a simple mistake, oversight, or lapse in security leads to significant financial loss for holidaymakers,” says Susan Taylor, Financial Ombudsman. “A little preparation can save a lot of stress and money.”
Travel cards
Travel cards are a convenient way for travellers to store foreign currency. Keeping cards secure and being vigilant when depositing funds averts issues.
If you don’t keep your card safe or allow someone else to take possession of it, you may not be refunded for fraudulent transactions. Elijah* found this out on a recent holiday in Europe, after losing €3,000 when using his travel card to purchase drinks at a bar.
Transferring foreign currency also requires care. Entering even a single digit incorrectly can send your money to the wrong account. “Retrieving funds sent to the wrong account can be challenging, as it relies on the recipient returning the money, at the request of the travel card provider,” says Ms Taylor.
Currency exchange
Complaints about money exchange are also increasingly common. To avoid unexpected charges, it pays to compare exchange rates between retailers and remember that exchanging money at an airport is usually more expensive.
Travel insurance
Pre-existing medical condition exclusions are also a cause of problems for travellers when they think they’re covered for illness while travelling but find out later they’re not.
“Many people get caught out when insurers classify a condition as pre-existing, even if a formal diagnosis hasn’t been made,” says Ms Taylor.
This was the case for David* and Meena*, who had to pay their own medical and additional travel costs when David had emergency surgery on his kidney during the couple’s holiday in America. The insurer declined the claim because the operation was due to a pre-existing medical condition that David hadn’t disclosed—meaning it was not covered by the policy.
David had been diagnosed with kidney stones before his holiday, but was told by the hospital’s medical staff that the stones were small and didn’t need treatment at that time. David assumed that nothing more could be done, and his symptoms would resolve on their own. Because he hadn’t disclosed any of this to the insurer, he had to pay for the associated medical expenses and costs of cutting his holiday short.
Travellers should read their travel policy wording carefully to understand what cover is included in case they need to make a claim.
“Unexpected challenges, extra expenses incurred while travelling, or being ill on holiday can be very distressing, so it pays to take time to select financial products carefully, review any terms and conditions, and always disclose any health conditions to your insurer, even if you don’t think they’re serious,” says Ms Taylor.
Ends
Notes to Editors:
* Names have been changed.
The links to the case studies referred to above can be found below. For more tips and real-life case studies, visit the FSCL website.
Case studies
Keep your card and pin safe – Someone used Elijah’s travel card and PIN to withdraw money at an ATM. Was the card issuer required to refund the transaction?
Travel booked later this year? Disclose your pre-existing conditions! – No insurance cover for undisclosed pre-existing medical conditions or changes in health
Too ill to travel – The insurer declined Marco and Fia’s travel insurance claim because Fia was awaiting medical tests when Marco booked their flights.
A real pain in the tooth – The insurer covered the cost of Mia’s overseas dental work but would not accept Mia’s claim for the follow up treatment Mia received in New Zealand.
Holiday ruined – what does the travel insurance policy cover? – Sam and Anna said the insurer did not pay out all they were entitled to under their travel policy and delayed in assessing their claim.
One number wrong and the money is gone
Graham entered his wife’s account number incorrectly and was unable to recall the $2,000 that he transferred to the wrong account.
Media contact:
For more information, or to interview Susan Taylor, contact FSCL Communications Manager Dominique Bray on 021 0808 6846 or email
About FSCL
FSCL is an independent not-for-profit external financial Ombudsman service that provides dispute resolution services to participating financial service providers and their clients. Susan Taylor, our financial Ombudsman is also able to make formal determinations which are binding on financial service providers. The FSCL process is free to consumers. For more information on FSCL visit www.fscl.org.nz
