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The insurance company is saying they won't pay out becuase the chalet hasn't cancelled.
I obviously don't know what policy they've got, but I'd be very surprised if it's not covered by their insurance, unless they only took their insurance out recently so the policy includes a blanket exemption for all Covid19-related claims. My annual policy covers all expenses incurred as a result of cancellation where the FCO advice in relation to the destination country is 'essential travel only' or worse, which at present is the FCO's advice for every foreign country.
Brommers
Alan_tbt
Yes, that's the point. The chalet is saying they're open so no refund. The insurance company is saying they won't pay out becuase the chalet hasn't cancelled.
The fact that you can't actually get there is a separate matter, it's one of the problems of booking trips yourself instead of a package.
If it had been booked as a package holiday then there wouldn't be a problem with a refund or insurance claim.