Direct Line Insurance: Existing customers 'will be covered' for baggage loss

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Direct Line Insurance: Existing customers 'will be covered' for baggage loss

Following the criticism directed at it over the issue, Direct Line has reiterated that any of its customers who bought travel insurance before Heathrow's Terminal 5 opened last month would be fully covered for any loss.

The insurer added that "as a gesture of goodwill", it would take a "sympathetic view" of claims made for lost and delayed baggage or flight disruptions, regardless of when the claim was made.

Direct Line has come under fire this week, along with a number of other insurers such as Churchill, after it announced that it will exclude baggage loss and delays for those flying out of Terminal 5 from new insurance policies.

The decision followed weeks of chaos at the terminal, with thousands of passengers' bags being lost or delayed.

Yesterday, the AA joined Saga in assuring its customers that it would not be taking the same steps.

A spokesperson for the firm said: "Withdrawing cover at a time when customers come to rely on their travel insurance seems an extraordinary step."
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