In early April, Michael Callaghan purchased travel insurance from IMG Global in preparation for a holiday to Salou, Spain, scheduled for May 6. Shortly after, on April 17, he experienced difficulties swallowing food and subsequently underwent a gastroscopy on April 30, which revealed the presence of a cancerous tumor. Following medical advice, he canceled his trip to prioritize fast-track treatment, which included a CT scan on May 17 and further ongoing care.

Callaghan submitted a claim totaling £980 to IMG Global for non-refundable holiday expenses, providing hotel and flight receipts, bank statements, and a questionnaire completed by his general practitioner. Despite submitting these documents, Callaghan reported that the insurer repeatedly requested additional information, including detailed cancellation letters and medical records covering his health over the past two years. He described the process as challenging, particularly given the demands of his treatment.

Travel insurance policies typically require policyholders to disclose changes in health status, with consumer advocacy groups noting that about 90% of policies include this provision. However, definitions of what constitutes a reportable change in health can vary between insurers, making it important for customers to review their policy terms carefully. Callaghan maintained that he had promptly informed IMG Global of his diagnosis and supplied requested documents in good faith.

In response to the complaint, IMG Global reviewed the claim and agreed to waive the request for additional paperwork. The insurer reimbursed the full £980 to Callaghan and issued a £25 goodwill payment to acknowledge the difficulties he faced during the claims process.

The resolution highlights the balance insurers must strike between verifying claims thoroughly and exercising sensitivity toward customers undergoing medical treatment. While the collection of comprehensive documentation is standard practice, the case underscores the importance of flexibility and clear communication in managing claims related to serious health diagnoses.