Disregard of Consumer Rights by Bryte Insurance

On the 6th of March 2020 we took out insurance from Bryte to cover our trip pre-lockdown. We were due to fly on Saturday the 14th March 2020 to Barcelona, but on the 11th March 2020 the WHO declared COVID-19 a worldwide pandemic. We followed the process of canceling our flight with the aggregator site Travelstart and confirmed that the airline would be made aware. We followed the procedure to claim from Bryte Insurance for what we had covered and what we were claiming back for - hotel, visas, and airline tickets from Qatar. On the 23rd March 2020 we received an email that they would cover the claim and we sent through all the documentation they required to assist with the claim. We didn't hear anything which was acceptable as there was the long Easter weekend and all the other public holidays in between. Then on the 3rd of May we received a response saying that they will not be able to pay out as the airline has offered us vouchers. We explained that we were unable to take said vouchers as the one leg of the trip was for business and we will not be able to fly within in the next 12 months as my wife is pregnant and our doctor recommended against any travel with an infant until such time that COVID-19 is no longer a concern.

We have tried to make contact with both Lucinda Ferreira and Maria Karagornas from Bryte Insurance but there is an extremely long response time, if any, from either of the above mentioned.

We feel as consumers Bryte Insurance is in violation of our Consumer Rights and withholding a valid insurance claim with valid reason, we will be opening relevant complaints with official parties that regulate against such ******** action of companies acting unjustly especially in a time of crisis.