A wedding insurance firm has been reported to the financial regulator, after Which? claims it “acted in bad faith” to deny payouts to people with cancelled weddings.
UK General Insurance, which is backed by insurer Great Lakes, and sells products through the WeddingPlans website – it is also the underwriter for wedding insurance at Debenhams and Dreamsavers – advised policyholders as late as March that they would get a pay out.
But payouts were later withheld, so the Financial Ombudsman and Financial Conduct Authority are now being asked to investigate by the consumer watchdog.
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Jenny Ross, Which? money editor, said: “Our research suggests a pattern of UK General Insurance acting in bad faith to turn down claims, which is why we believe the financial regulator must investigate and take tough action if the firm is found to have broken the rules.”
Since the start of lockdown in March, thousands of weddings across the UK have been cancelled as venues were not permitted to host large numbers of guests and places of worship were closed.
It was only on Saturday 8 August that couples were allowed to have both a ceremony and a wedding reception again – although the number of guests is still limited to a maximum of 30 people.
Which? said it has spoken to seven couples “battling to have their claim accepted” by UK General Insurance, including Lidia Szmid and Adam Burton.
The couple told Which? they bought a wedding insurance policy from WeddingPlan in March after receiving written confirmation that they would be covered if the government closed the venue due to coronavirus.
However, the couple’s £10,000 claim was later rejected and a Subject Access Request suggested employees thought the couple could be committing fraud, despite having informed the company of their situation in advance.
Szmid and Burton eventually received a payout but other couples in the same position have not, says Which?
Which? pointed out that the company’s website appeared to contradict decisions made. WeddingPlan reportedly shared online advice in March that it would cover cancellations caused by the “outbreak of a contagious and infectious disease” or venue closures by a “relevant authority”.
1/13 To-The-Max Fashion
Simple wedding dresses have been replaced with show-stopping ones as glamorous ball gowns return to popularity.
According to The Knot, “more is more when it comes to the 2020 wedding dresses”.
Getty Images/iStockphoto
2/13 Spray Painted Stems
To add a pop of colour, brides may choose to spray-paint their bridal bouquet in fun, bright shades.
If you are looking for a more subtle look, you can try adding metallic details or frosted pastels to the arrangements.
Getty Images/iStockphoto
3/13 Interactive Eats
Even wedding food will undergo a transformation in the coming year as conveyor belts replace traditional waiters holding trays of appetisers.
Molecular gastronomy and fusion flavours will also be huge as couples incorporate cuisines from a variety of backgrounds.
Getty Images/iStockphoto
4/13 Charity Check
Philanthropy will be a huge theme, as couples look for ways to give back in the new year. Whether you link to a charity on your wedding registry or make donations on behalf of each guest, weddings will be all about what you can do to help others.
Getty Images/iStockphoto
5/13 Dressed to Impress
Black may be a classic, but 2020 will see grooms dressed in shades of blue, including navy, teal, and cobalt, according to the wedding site.
If an entirely teal tuxedo seems like a lot, grooms can incorporate the trend with a bow tie.
Getty Images/iStockphoto
6/13 Self-Serve Refreshments
You can forgo the bartender this year, as the new beverage trend sees guests pouring their own drinks – by using a wall-mounted dispenser similar to those found in bars.
Whether it is a cocktail or champagne, the method makes it easier to keep guests refreshed.
Getty Images/iStockphoto
7/13 Table Remix
If the thought your guests separated by circular tables fills you with dread, you can opt for an updated seating design. This doesn’t mean seating everyone at a long rectangular table, rather the trend sees guests seated around winding tables or tables configured into fun designs such as an X-shape.
Getty Images/iStockphoto
8/13 Edible Florals
Sugar flowers have been replaced with actual ones, as the trend makes its way into ice cubes and food.
You take the floral theme to the next level by incorporating dried flowers, according to The Knot, which recommends using them for confetti or pressed in the invites.
Getty Images/iStockphoto
9/13 Barrettes and Combs
Brides will be wearing barrettes and combs in the coming year, leaving tiaras behind. These accessories can add a hint of sparkle and be worn during either the ceremony or the reception.
The look also pairs well with veils, which aren’t “going anywhere,” according to The Knot.
Getty Images/iStockphoto
10/13 Inclusive Menus
Whether it is catering to a guest who has a dairy allergy or offering an entirely vegan menu, 2020 is all about menus that are considerate of everyone.
This also means offering non-alcoholic drinks so that every guest is covered.
Getty Images/iStockphoto
11/13 Magical Mysticism
According to The Knot, the biggest trend of 2020 will be mysticism – meaning anything from sage and burning incense to crystals.
For some couples, this may mean including a crystal in each guest’s goodie bag. The bridal website also suggests passing around your wedding rings to guests who can “imbue them with good energy and well-wishes”.
Getty Images
12/13 Micro Weddings
In the coming year, expect to be among just 40 guests or less, with weddings expected to get a lot smaller.
Fortunately, this means the budget per guest is higher – so you can expect special personalised touches as a guest.
Getty Images
13/13 Green Vibes
As the state of the planet continues to weigh on our minds, brides and grooms are thinking of eco-friendly ways to exchange vows.
According to The Knot, sustainable weddings are set to be one of the most popular trends of 2020, with some couples committing to a zero-waste weddings.
Other takes on the trend see couples resetting family stones or heirlooms into new jewelry or only hiring vendors who prioritise sustainability.
Getty Images/iStockphoto
1/13 To-The-Max Fashion
Simple wedding dresses have been replaced with show-stopping ones as glamorous ball gowns return to popularity.
According to The Knot, “more is more when it comes to the 2020 wedding dresses”.
Getty Images/iStockphoto
2/13 Spray Painted Stems
To add a pop of colour, brides may choose to spray-paint their bridal bouquet in fun, bright shades.
If you are looking for a more subtle look, you can try adding metallic details or frosted pastels to the arrangements.
Getty Images/iStockphoto
3/13 Interactive Eats
Even wedding food will undergo a transformation in the coming year as conveyor belts replace traditional waiters holding trays of appetisers.
Molecular gastronomy and fusion flavours will also be huge as couples incorporate cuisines from a variety of backgrounds.
Getty Images/iStockphoto
4/13 Charity Check
Philanthropy will be a huge theme, as couples look for ways to give back in the new year. Whether you link to a charity on your wedding registry or make donations on behalf of each guest, weddings will be all about what you can do to help others.
Getty Images/iStockphoto
5/13 Dressed to Impress
Black may be a classic, but 2020 will see grooms dressed in shades of blue, including navy, teal, and cobalt, according to the wedding site.
If an entirely teal tuxedo seems like a lot, grooms can incorporate the trend with a bow tie.
Getty Images/iStockphoto
6/13 Self-Serve Refreshments
You can forgo the bartender this year, as the new beverage trend sees guests pouring their own drinks – by using a wall-mounted dispenser similar to those found in bars.
Whether it is a cocktail or champagne, the method makes it easier to keep guests refreshed.
Getty Images/iStockphoto
7/13 Table Remix
If the thought your guests separated by circular tables fills you with dread, you can opt for an updated seating design. This doesn’t mean seating everyone at a long rectangular table, rather the trend sees guests seated around winding tables or tables configured into fun designs such as an X-shape.
Getty Images/iStockphoto
8/13 Edible Florals
Sugar flowers have been replaced with actual ones, as the trend makes its way into ice cubes and food.
You take the floral theme to the next level by incorporating dried flowers, according to The Knot, which recommends using them for confetti or pressed in the invites.
Getty Images/iStockphoto
9/13 Barrettes and Combs
Brides will be wearing barrettes and combs in the coming year, leaving tiaras behind. These accessories can add a hint of sparkle and be worn during either the ceremony or the reception.
The look also pairs well with veils, which aren’t “going anywhere,” according to The Knot.
Getty Images/iStockphoto
10/13 Inclusive Menus
Whether it is catering to a guest who has a dairy allergy or offering an entirely vegan menu, 2020 is all about menus that are considerate of everyone.
This also means offering non-alcoholic drinks so that every guest is covered.
Getty Images/iStockphoto
11/13 Magical Mysticism
According to The Knot, the biggest trend of 2020 will be mysticism – meaning anything from sage and burning incense to crystals.
For some couples, this may mean including a crystal in each guest’s goodie bag. The bridal website also suggests passing around your wedding rings to guests who can “imbue them with good energy and well-wishes”.
Getty Images
12/13 Micro Weddings
In the coming year, expect to be among just 40 guests or less, with weddings expected to get a lot smaller.
Fortunately, this means the budget per guest is higher – so you can expect special personalised touches as a guest.
Getty Images
13/13 Green Vibes
As the state of the planet continues to weigh on our minds, brides and grooms are thinking of eco-friendly ways to exchange vows.
According to The Knot, sustainable weddings are set to be one of the most popular trends of 2020, with some couples committing to a zero-waste weddings.
Other takes on the trend see couples resetting family stones or heirlooms into new jewelry or only hiring vendors who prioritise sustainability.
Getty Images/iStockphoto
But Which? said it failed to disclose ambiguous clauses in its terms and conditions that claims would not be covered if related to “government regulations or acts” or “prohibitive regulations”, without clarifying who the “relevant authority” relates to.
Ms Ross continued: “The persistence of one bride who refused to be given the brush-off by a big insurance company produced a damning dossier of evidence exposing how the firm exploited unclear terms and conditions to avoid paying out on claims.”
UK General Insurance told Which? it is a distributor – not the insurer – and does not have the final say on whether a claim is paid to a couple.
A spokesperson said the decision whether to pay claims rests with the insurer, in this case Great Lakes, not the distributor.
UK General Insurance and Great Lakes said in a joint statement: “We acknowledge and regret the lack of clarity in some of the FAQs relating to coronavirus posted on our websites, but we have subsequently thoroughly reviewed the coverage position in respect of claims for wedding cancellations arising from the Covid-19 pandemic, and have republished FAQs and will continue to monitor these as the situation develops.”
