ARAG España Reviews 

Travel cancellation insurance: claim rejected despite medical certificate – extremely disappointing experience

I purchased travel cancellation insurance underwritten by ARAG Spain, expecting financial protection in the event of a serious medical condition preventing me from travelling.

Unfortunately, my experience has been extremely disappointing.

Four days before my scheduled trip, I received a medical certificate from a hospital confirming an acute infectious condition and explicitly stating that I was not fit for international travel at that time.

Nevertheless, ARAG rejected my cancellation claim of approximately €2,100, stating that my medical condition did not meet the policy’s definition of “Serious Illness”.

What I find particularly concerning is that the policy itself defines serious illness as including a condition:

“or making it impossible to start the trip on the foreseen date due to medical reasons.”

I requested a reconsideration of the decision, specifically asking ARAG to explain why a medical certificate declaring me unfit for international travel did not satisfy this contractual provision.

Despite several reminders and a formal complaint addressed to ARAG’s Customer Service Department, I have received no substantive response to my reconsideration request.

I have therefore decided to refer the matter to the Spanish insurance supervisory authority, the DGSFP, for independent examination.

I am not claiming that every medical condition must automatically qualify for reimbursement. I am asking for a transparent, consistent and properly reasoned application of the insurance contract.

My experience has seriously undermined my confidence in ARAG’s cancellation insurance and its claims handling process.

I would strongly encourage prospective customers to read the policy definitions, exclusions and claims procedures carefully before purchasing this insurance.