Martin Lewis has issued a warning about insurance for anyone planning to go on holiday this summer.
On his Tuesday show the financial guru offered advice to Rita, who had emailed in about a battle she was in with her travel insurance provider.
The grieving woman explained that her son had died before he had gone on a holiday she had booked, Wales Online reported.
When Rita cancelled the trip she expected to receive the money back from the insurance company, believing that she had followed "all proper procedures".
The MoneySavingExpert told Rita: "It's a horrible situation to be in. You've done absolutely everything right and one would hope the travel insurance company would treat you with a bit more care."
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Mr Lewis added that: "If you're not getting that refund, you need to understand why."
The financial advisor said that many people "don't realise" that the travel insurance industry is fully regulated by the Financial Conduct Authority (FCA) , which "means you have a right to take the travel firm to the financial ombudsman."
He recommended that Rita write to the FCA to make a formal complaint about the lack of refund.
Mr Lewis said that this was free and only required people to fill in a form online, adding: "You don't need to write fancy language, you don't need a lawyer."
He then issued an urgent warning for holiday-goers booking their upcoming breaks - advising them to to book their travel insurance sooner rather than later.
"So many people have booked their summer holidays but haven't got travel insurance," he said.
"My rule on travel insurance is to get it ASAB, as soon as you book, in case heaven forbid, something happens to stop you going away beforehand."
He urged Rita to make a complaint and fight to get the money back, before warning others: "Everyone else, if you have a holiday booked, get your travel insurance."
After the show, many shared support for Rita online.
On Twitter, one person said: "That Insurance company is a disgrace. They need better policies for dealing with bereaved people! Please name them!"
Another added: "As if the poor woman hasn't enough to deal with."
Do you always book travel insurance? Let us know in the comments below.
