Family’s Ordeal With Travel Insurance After Mother's Death

By the Editorial Team · Wednesday, October 14, 2026

A family’s mother died from a cardiac arrest during a trip to Turkey, and they faced a prolonged dispute with their travel insurer due to errors in transferring her medical history and undisclosed conditions. The insurer ultimately paid a £5,680 settlement after four months and third-party intervention, underscoring the critical need for accurate medical disclosures in travel insurance renewals.

In early June, a family’s holiday to Turkey took a tragic turn when the mother suffered a cardiac arrest shortly after arrival. Despite efforts to revive her en route to the hospital, she passed away in intensive care within hours. What followed was a prolonged and distressing battle with the travel insurance provider over the claim related to her illness and repatriation.

The family had purchased an annual travel insurance policy through Gigasure, which required accurate disclosure of any pre-existing medical conditions at renewal. However, the mother’s medical history—including high blood pressure, raised cholesterol, glaucoma, and recent abdominal stent surgery—was not correctly transferred onto the renewed policy. This error sparked delays in the claim process.

Upon arriving in Turkey, the daughter discovered the omission in the policy after reviewing the details. The family contacted the insurer immediately, who initially reassured them the issue would be resolved. Nevertheless, no substantial assistance was provided for two days, leaving the family to organize repatriation of the mother’s body independently with local services and endure difficulties with customs clearance upon their return to the UK.

The claim remained unresolved for four months as the insurer, through its third-party claims handler International Medical Group, insisted on confirming coverage before making any payments. They sought medical records and required confirmation that the mother had been informed of all her medical conditions. A further complication arose when routine blood tests from December 2025 revealed moderate kidney disease, a condition not previously disclosed or known to the family. The insurer used this as a basis to reduce the claim payout by 15 percent.

Frustrated by the prolonged delays and lack of clear communication, the father formally complained about the handling of the claim. It was only after intervention by a third party that the insurer expedited the process and agreed to pay the claim in full, less the policy excess. The final settlement amounted to £5,680—an increase of approximately £4,430 over the initial offer—and included coverage for the mother’s intensive care costs in Turkey, as well as £500 in compensation for the family’s distress.

Despite the eventual resolution, the family expressed dissatisfaction with the insurer’s handling of the case, citing the initial failure to transfer vital medical information and the insensitive automated messages sent during a period of grief. Gigasure declined to provide detailed explanations for the errors but issued a statement expressing condolences and emphasizing their commitment to supporting customers.

The case highlights the importance of accurate medical disclosures when renewing travel insurance policies and illustrates the potential difficulties families may face when making claims in emergencies abroad.

This article was reported by synthesizing coverage from multiple independent news outlets to present a balanced, unbiased account. Read about our editorial standards. Spotted an error? Let us know.