A Missed Declaration Leads to a Denied Claim: What a Recent Travel Insurance Case Teaches Us
- Sunil Khattri
- Nov 9
- 5 min read
Buying insurance is meant to give us peace of mind, especially when we are travelling far from home. But a recent case highlights how a simple oversight in a policy form can turn into a financial and emotional setback.
A policyholder purchased a travel insurance policy before an international trip. While filling out the form, he accidentally missed declaring that he had diabetes. During his travel, he suffered a sudden heart attack and required urgent hospitalization and angioplasty. The treating doctor confirmed in writing that his heart attack was not caused due to diabetes, nor was diabetes a contributing factor.
Despite this medical clarification, his cashless claim was denied solely because diabetes had not been declared during the policy purchase. Left with no support, he had to urgently arrange funds and bear the full hospital cost abroad, a huge financial burden during an already stressful medical emergency.
In this blog we discuss why travel insurance is important, the importance of accurate disclosure, the realities of human error, and the need for fair and compassionate claim assessment.
Why Travel Insurance Is Important
Travel insurance is often seen as an optional extra, something people buy because it is recommended or required. But in reality, it is one of the most crucial protections you carry when you step out of the country.
Medical emergencies abroad can be extremely expensive : Hospitalization, emergency procedures, ICU stays, and angioplasty in foreign countries can cost several lakhs to even crores. Without insurance, the financial shock can be devastating.
You are away from home, family, and familiar support systems : During emergencies, you do not have easy access to your regular doctors, local contacts, or immediate financial help. Travel insurance becomes your first line of support.
Cashless treatments save precious time : In medical emergencies like heart attacks, stroke, accidents, etc., time is everything. Cashless treatment ensures immediate admission, without waiting for funds.
Protection against lost luggage, flight delays, or trip cancellations : Travel mishaps are common. Insurance helps reduce financial stress during already chaotic situations.
Peace of mind : Whether travelling for work or leisure, the assurance that you are covered offers immense mental comfort.
In short, travel insurance is not just paperwork, it is a lifeline when you need help the most.
The Policyholder's Responsibility: Why Pre-Existing Disease Declaration Matters
Most people assume the form is routine and skip sections that feel “not important.” But in insurance, every detail matters.
Why declaration is critical :
Insurance contracts are based on utmost good faith.
A pre-existing condition, even if well-managed, must be declared.
Non-disclosure gives insurers legal grounds to deny claims later.
Why mistakes easily happen :
The forms are long and technical.
People rush while filling them.
Many don’t understand medical terminology.
Some conditions feel “minor” or unrelated.
What travellers should do :
Take your time while filling policy forms, never rush.
Keep a list of your medical conditions and medications handy.
Seek help from an agent or knowledgeable person if unsure.
For travel insurance especially, double-check every health detail, because emergency situations abroad can be financially devastating.
In one global study, as many as one-in-three travel claims were rejected, and more than a quarter of those were due to undisclosed pre-existing medical conditions.
In India too, although aggregated data for travel insurance is scarce, broader insurance-industry surveys show both high claim-settlement ratios and frequent complaints of rejection or delay.
These numbers underline one simple truth: the cost of missing a declaration or mis-filling a form can be real and substantial.
A Message to Insurance Providers: A Need for Balance and Humanity
While policyholders must take responsibility for accurate disclosure, insurers also play a crucial role in ensuring that the purpose of insurance, that is, financial protection in times of crisis, is upheld.
Travel insurance is purchased with trust. When a policyholder is thousands of miles away from home, facing a medical emergency, the insurance company becomes their first line of support. In such moments, strict technicalities should not overshadow the core intent of insurance: to help, not to deny.
In this case, the medical emergency “a heart attack” had no link to the undeclared diabetes. The doctor confirmed that the two conditions were unrelated. Yet, the claim was rejected purely on technical grounds.
This raises a larger question: Should every omission automatically lead to denial, regardless of medical relevance or intent?
A more balanced, humane approach can transform how policyholders experience insurance during vulnerable times.
What insurers should consider in such cases
1. Evaluate Medical Causation, Not Just Technical Non-Disclosure
If the undeclared condition did not cause, contribute to, or worsen the emergency, insurers should have the flexibility to approve the claim.Punishing a patient for an unrelated oversight during a life-threatening situation defeats the purpose of insurance.
2. Recognise That Human Errors Happen
Most claim rejections happen because policyholders misunderstand the form, interpret medical questions incorrectly, or forget minor details, not because they intend to mislead.A small box left unchecked should not determine whether someone receives life-saving financial support.
3. Focus on Medical Facts First, Documentation Second
Doctors’ certifications, lab reports, and medical reasoning should carry more weight than rigid application of exclusions. If the medical evidence shows no correlation, insurers should not lean solely on technical grounds.
4. Strengthen Pre-Policy Communication
Many customers do not fully understand insurance jargon, leading to unintentional omissions. Insurance companies can significantly reduce future disputes by:
Providing simpler forms
Offering guided form-filling support
Highlighting the importance of declaring even minor conditions
Using plain language explanations
This protects both the insurer and the insured.
The Bigger Picture: Awareness and Compassion Must Work Together
This case highlights a larger truth: travel insurance works best when both policyholders and insurance providers share responsibility.
For travellers, careful declaration of pre-existing conditions is not just a formality but a crucial step in ensuring that their coverage genuinely protects them when they are far from home. A missed detail can unintentionally jeopardize the very safety net they rely on during emergencies abroad.
At the same time, insurers must recognise that mistakes in forms are often unintentional and should not automatically override genuine medical emergencies, especially when the undisclosed condition has no link to the claim.
In moments of medical distress, what people need most is support, clarity, and compassion, not technical barriers.
A fairer, more humane approach to claim evaluation strengthens trust, reduces disputes, and aligns with the true purpose of insurance: to offer protection when it matters most. When policyholders remain diligent and insurers remain empathetic, the system works not just efficiently, but ethically and humanely.
The Author :
Dr. Sunil Khattri
+91 9811618704
Dr Sunil Khattri MBBS, MS(General Surgery), LLB, is a Medical doctor and is a practicing Advocate in the Supreme Court of India and National Consumer Disputes Redressal Commission, New Delhi.
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