A London family’s difficult experience navigating travel insurance claims following a serious skiing accident highlights ongoing challenges with expense reimbursements, while a Cambridgeshire widow faces delays receiving solar panel payments after her husband’s death.

In February, a man attending a beginner’s ski class in Norway suffered a severe accident that fractured both bones in his lower left leg and shattered his knee, subsequently developing compartment syndrome. He underwent four surgeries—one in Voss and three after transfer to Bergen—and faced an extended hospital stay. His wife and their 19-year-old son were involved, with the latter returning home on schedule.

Although the Norwegian health service covered all medical costs through the Global Health Insurance Card (GHIC), the couple encountered difficulties obtaining reimbursement from their travel insurer, Coverwise, for out-of-pocket expenses totaling approximately £1,500. This included costs for unused ski passes, hospital taxi rides, additional hotel stays, and train fares due to ambulance accommodation shortages. The hospital allowance provided by their policy, intended for patient comforts like snacks and reading material, was also claimed.

Following inquiries, Coverwise’s claims were managed by Axa Partners UK, which found the claim had been mistakenly assigned to an incorrect processing team. The insurer approved and paid £1,228.72 of the claim, deducting a £50 policy excess. Some expenses were disallowed, such as replacement clothing bought to accommodate swelling and car insurance for the son’s use of the family car. Disputes over the coverage of unused ski equipment hire were resolved after further challenge, resulting in an additional £44 payment and £150 compensation from Axa Partners.

Axa Partners apologized for the delay and acknowledged that the handling of the claim fell short of their service standards, stating that feedback had been given to improve processes. Consumers are advised to submit formal complaints if claims remain unresolved after eight weeks and, if necessary, escalate to the Financial Ombudsman Service.

Separately, a Cambridgeshire resident reported ongoing difficulties obtaining Feed-in Tariff (FiT) payments from Scottish Power following the death of her husband in December 2024. She and her husband had installed solar panels in 2012, registering for the FiT scheme that guarantees payments linked to inflation for 25 years. Initially, payments were made under her name, but later shifted to her husband's name on statements.

After her husband’s passing, Scottish Power suspended payments, citing the need for probate documentation before making changes to the account. Despite receiving grant of probate in October 2025 and subsequent correspondence involving forms and meter readings, she described the process as frustrating and slow, compounded by limited computer proficiency.

The FiT scheme, which ceased accepting new applicants in April 2019, compensates renewable energy system owners for electricity generation and export to the grid. The energy regulator Ofgem oversees the scheme, but disputes over payments are typically handled by the supplier. Customers encountering unresolved issues after eight weeks may escalate the matter to the Energy Ombudsman.

Both cases underscore challenges consumers may face interacting with insurers and utility companies, emphasizing the importance of thorough documentation, persistence, and awareness of complaint and escalation procedures.