Unfortnately i had to cancel a trip to Mexico last year and claim on the insurance.My husband was ill and had to have tests . I was able to get a note off the doctor and a claim form. It was all straight forward. My daughter had also booked a holiday and she too was able to claim on her holiday insurance. First i
rang up to cancel the holiday as the sooner i cancelled the more money i got back. Then i rang the insurance people, they were very helpful and explained what to do. The sad thing was we discovered he had cancer and died a few months later. Having said that the insurance companied paid out in full before we knew it was cancer. Sorry, i don't want this to sound bad i was just explaining my situation. I'm sure that your family member will be fine.