• On 15/01/23 I booked trains for my partner and me from Britain to Nice – return journey on 2/06/2023; • In May we took out Staysure holiday Travel insurance (Annual Multi Trip Comprehensive Europe); • In mid-May rail strikes were announced in Britain for 2-3/06/23, which meant we would be unable to return home until 4/06/23; • On 19/05/23 I telephoned Staysure and spoke to an operator for 05:25 minutes to check if our insurance policies would cover hotel costs for a two-night stay in London, and I was assured they would; • On 10/06/23 I emailed Davies Claims Solutions (Staysure’s Underwriters) with a request for £333.20 (less excess) for our stay in London • On 20/06/23 Davies Claims Solutions replied saying my claim had been turned down because our insurance policies covered only mainland Europe and not Britain; • On 26/06/23 I emailed both Davies Claims Solutions and Staysure filing a complaint on the grounds I had been told by Staysure on 19/05/2023 that we would be covered for our London stay; • On 14/08/23 Davies Claims Solutions replied saying “Unfortunately, when reviewing your complaint, the advice you were given by StaySure was incorrect and unfortunately due to the terms and conditions of your Insurance policy we are unable to cover this aspect of your claim.” • I therefore contacted the Insurance Ombudsman who upheld our claim on the grounds that we had been given incorrect information by Staysure, and in late December 2023 they eventually paid up.