Xcover Insurance review: Premium insurance

My nephew took a premium coverage for a trip to Canada on June 14th. Unfortunately he had to cancel because of a technical problem on the Canadian ETA website. They had difficulties as explained on their website and Twitter. The ETA was supposed to be delivered 72 hours maximum after the request that was made 3 weeks before.

Prior to the day of the flight, he canceled and asked for a refund. He was denied 24 hours later.

I’m looking for a way to contest this decision as it was advertised on booking.com that Xcover would cover for any legit reasons. I attend to get my lawyer on this matter. I really dislike this kind of behaviour and company.