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Important Changes to Travel Insurance Medical Conditions

Important Information for customers with pre-existing medical conditions
We are obliged to inform you of how to improve your access to travel insurance policies that includes cover for more serious medical conditions.
The following factors would determine when this information is relevant to you:
• You have not been offered, or we/the insurer, have declined a quotation wholly or partly due to a medical condition
• Your policy has been cancelled, wholly or partly, due to a medical condition
• You have been offered a policy with a medical condition exclusion, which cannot be removed from the policy
• You have been offered a policy with a medical condition premium of £100 or more
• You have been offered a policy in respect of which the medical condition premium is not known.
We would like to provide you with details of a ‘Medical Cover Firm Directory’, which is a publicly available directory that only lists firms that provide or arrange travel insurance policies that cover more serious medical conditions. The directory will also show you enough information about each firm listed, so you can make an informed initial choice about which provider might meet your needs.
Some of the advantages of using the directory are it makes it easier for you to navigate the available market and it makes it more likely that you will find a firm who:
• Is willing to offer cover for your condition
• Is willing to offer cover for your condition without specific exclusions
• Is willing to offer cover for your condition at a more affordable price.
The Money and Pensions Service (MaPS) has launched a travel insurance directory on its Money Advice Service website, which can be accessed here.
Consumer enquires about the directory can be made to the Money Advice Service’s Customer Contact Centre, which is available Monday to Friday, 8am to 6pm using the details below:
Telephone – 0800 138 7777
Email –
Address – The Money Advice Service, Holborn Centre, 120 Holborn, London, EC1N 2TD

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Centenary Celebrations disappointment and thanks

60 years of service from D&H

A heartfelt thanks to Malcolm for putting pen to paper and thanking D&H for the invite to the Centenary Celebration that were due to take place on Saturday 20th June 2020. The event was to be a real celebration of Doncaster business and culture over the decades.
We look forward to seeing Malcolm and his wife when the world returns to some form of normality and Social Distancing is eased. We regret having to cancel the summer event at the Doncaster Deaf Trust but our MD Tim Austin has agreed to arrange an alternative celebration of some sort in 2021.
We so appreciate Malcolm’s support of our business for nearly 60 years and look forward to many more.
We hope Marlene & Malcolm remain safe and healthy.

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#100ActsOfKindness The staff of D&H HOMEWORKING and covering the office have managed to get together a collection of activity toys and crafts for kids at CHANGING LITTLE LIVES. They sent out an urgent request for new items to supply to desperate parents who were struggling in COVID LOCKDOWN to keep their children occupied. Massive thank you Annette who organised this from her home office and great work from all the team in supporting her. #doncasterisgreat.

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FCA and stance on Business Interruption Wording


The Financial Conduct Authority has ordered insurance companies to pay out claims to firms “as soon as possible” or explain themselves to the watchdog.

The FCA has told insurers if there are reasonable grounds to pay part of a claim but not the full claim, they must make an interim payment.

If not, insurers must tell the FCA how they reached the decision and how it is “a fair outcome for customers”.

The move is aimed at relieving pressure on firms during the Covid-19 lockdown.

Coronavirus: ‘My business could go bust if insurers don’t pay’
“A key objective of the FCA is to ensure that financial pressures on policyholders are not exacerbated by slow payment, rather, such claims should be paid as soon as is possible,” the FCA’s interim chief executive, Christopher Woolard, told insurers in a letter.

“This is consistent with the wider objective of the authorities to support business and consumers during the current crisis.”

The letter is targeted at insurers in relation to claims from small and medium firms for business interruption cover and does not address individuals’ policies.

A spokesperson for the Association of British Insurers said: “Insurers recognise this is a worrying time for all businesses and ABI members are committed to swift payment of valid claims and interim payments to their customers.”

Mr Woolard admitted that following conversations with insurers, it was clear that most business interruption policies held by small and medium-sized businesses only had basic cover which did not include pandemics and therefore insurers had no obligation to pay out in relation to Covid-19.

“While this may be disappointing for the policyholder, we see no reasonable grounds to intervene in such circumstances,” he said.

Some firms have warned they are at risk of collapse due to insurers failing to cover losses as a result of the coronavirus lockdown.

Businessman Simon Ager who runs the Pinnacle Climbing Centre in Northampton, is one of a number of business owners who have said they might take legal action against insurers Hiscox, which has said it will not pay business interruption claims resulting from the outbreak.

Mr Ager’s policy covers the climbing centre for losses of up to £100,000 if it is forced to close in certain circumstances, although he says the lockdown is likely to cost him more than that.

Hiscox’s policy documents says it will cover financial losses for businesses which are unable to use their premises following “an occurrence of any human infectious or human contagious disease, an outbreak of which must be notified to the local authority”.

But Hiscox says the insurance industry does not have enough money to cover all the losses that will emerge as a result of the lockdown.

“Business interruption policies across the industry were never intended to cover pandemic risks,” a spokeswoman said, noting that the insurer’s lawyers do not think the pandemic is covered by its business interruption policies.

Instead, the insurer argues that the policy was intended to cover incidents that occur only within a mile of a business – not across the whole country – or outbreaks such as Legionnaires’ disease on the premises.

Read more here

The FCA said that smaller companies, classed as firms with turnover of less than £6.5m and fewer than 50 employees, could take complaints to the Financial Ombudsman.

Mr Woolard added that the City watchdog had set up a small business unit, responsible for “gathering intelligence about the treatment of small businesses by financial services firms during the crisis and ensuring a co-ordinated response by the FCA to any issues identified”.

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The Office is OPEN (Normal Hours) as essential work is needed

PLEASE DO NOT VISIT THE OFFICE UNLESS ABSOLUTELY NECESSARY. We have a minimum of essential staff on site and they are abiding by the distancing rules. Please call the office 01302 323465 if you need to book an appointment and we will discuss arrangements.
Staff are also working from home office facilities and if you wish to talk to a particular individual, please email them directly and they will come back to you with minimum delay or arrange a colleague to call.
We are working with clients, insurers and finance providers to come up with solutions around the cash flow matters that COVID 19 lockdown has challenged us with. Please email or telephone to discuss your issues.
We continue to handle new and existing claims together with changes to financial requirements. As many of our providers are also working from home and with less staff available, we appreciate that we all have to have patience as systems are not operating as efficiently as we were used to.
We appreciate your support and wish you, your families and colleagues every success in getting through this crisis unharmed.