Post Office Travel Insurance Covers Repatriation Costs After Insurer Reverses Decision

A woman whose husband died unexpectedly on Christmas Eve 2025 while visiting her mother has had her travel insurance claim for repatriation costs approved after an initial denial by Collinson Insurance, which provides cover for the Post Office.

The policyholder, identified as J.H. from Lancashire, had been visiting her mother in Worcestershire when her husband suffered a fatal cardiac arrest. As they were away from home, she incurred costs for the storage and transportation of his body.

Her travel insurance policy, a £105 annual plan, stated that it covered repatriation costs if a death occurred more than 100 miles from home within the UK. J.H. submitted a claim for £640 on January 2, but it was initially rejected. She was informed that the claim was invalid because she was not on a booked trip and was later told she should have contacted the insurer's medical assistance team.

J.H. had traveled 111 miles from her home in Lancashire to her mother's residence in Worcestershire and planned to stay for several nights. She argued that this constituted a trip within the policy's terms.

After resubmitting the claim on March 28, it was again denied on the grounds that expenses were incurred in her home area, despite her clarifying they were in Worcestershire. The insurer also mistakenly addressed rejection letters to her late husband.

Following a two-month period with no resolution, J.H. sought assistance. Upon inquiry by Sally Hamilton of the Daily Mail's 'Sally Sorts It' column, the Post Office reviewed the claim. Within days, it was approved.

A Post Office spokesman issued an apology, stating that J.H. had received incorrect advice. The spokesman confirmed the claim had been settled and would be escalated for a fuller explanation of the error. In addition to the insurance payout, J.H. received £250 in compensation for her experience.