We took out Flexicover Direct Multitrip insurance in January preparatory to a P&O cruise in March. Between boarding the aircraft in Leeds and arriving at the port in Barbados on a Friday evening a wallet, with a contained passport and £300 cash disappeared (presumed stolen). We could not join the cruise, but felt confident that our insurance covered us (a view supported by the policy summary entitled Key Facts). The telephone numbers in the policy document proved difficult: the international number given for assistance was noted to be for European destinations only, the general claim line did not seem to be accessible via international dialling and the other international number given was for medical emergencies only. We managed fragmentary communication with a rep who told us that they would only cover our hotel accommodation up till the time that a new passport was issued and that they could not help with any other travel arrangements, including attempts to catch up with our ship. [The policy details show that curtailment is covered for a variety of reasons, but theft of a passport is not listed.] On the following Monday the rep phoned three times in half an hour pressuring us to get the new passport so that they did not have to pay for any longer stay, despite being told that the High Commission could not issue the passport any earlier than the following day. Europ Assistance initially rejected absolutely our formal claims related to the stolen passport and for curtailment. Further to complaints by us and a number of telephone calls they have agreed to pay accommodation costs, but still refuse to reimburse the stolen cash or to consider any claim for curtailment. We have found them distinctly unhelpful (and one rep decidedly so) and believe aspects of their policy summary are misleading. We have made a complaint to the Financial Ombudsman and must await his judgement.