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  #21  
Old May 4th, 2012, 11:59 AM
cruiseco cruiseco is offline
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Originally Posted by sharbin1 View Post
Maybe I will. There are so many good travel insurance companies to choose from that it's a shame when a fellow cruiser unknowingly chooses this one.
It sounds like you got your money back for the cruise. Were there other trip arrangements you insured like air flights? If not, was your only loss the cancellation fee charged by the agency?

The reason I ask is that you would not have prepaid that cancellation fee. It would only be charged if you have to cancel. This is important because the plan has the following:

"The Company will pay for the following:
a) unused, non-refundable land or sea expenses prepaid to the Participating Organization."

If that's the case then the denial of the claim, while handled extremely poorly, may have been correct.
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  #22  
Old May 12th, 2012, 11:13 AM
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sharbin1 sharbin1 is offline
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We did prepay a fee to the travel agency, it was charged when we booked our cruise along with the cruise deposit and that is what we didn't get back.
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  #23  
Old May 12th, 2012, 05:59 PM
klfrodo klfrodo is offline
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Originally Posted by sharbin1 View Post
We did prepay a fee to the travel agency, it was charged when we booked our cruise along with the cruise deposit and that is what we didn't get back.
Did you prepay the insurance premium and that's what you didn't get back? Insurance premiums are not refundable.
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  #24  
Old May 12th, 2012, 06:56 PM
cruiseco cruiseco is offline
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Originally Posted by sharbin1 View Post
We did prepay a fee to the travel agency, it was charged when we booked our cruise along with the cruise deposit and that is what we didn't get back.
If the agency charged you some kind of booking fee, the fee may not fall under the definition of something the insurer will pay for:

"The Company will pay for the following:
a) unused, non-refundable land or sea expenses prepaid to the Participating Organization."

Unfortunately, when looking up the plan's definition of "Land or Sea Arrangements" you get only the following which does absolutely nothing to clear up what can or cannot be insured:

""Land/Sea Arrangements” means land and or sea arrangements made by the Participating Organization."

If they're denying the claim because a "booking fee" doesn't meet this definition of a "land or sea expense" then they might be making the proper claim decision. I'm not saying it's the decision I would have made but given the general vagueness of the definition it might be understandable. I just don't know -- some lawyer once told me that vagueness is generally decided in the favor of whomever didn't write the contract but I don't know how that would help you much.

You can of course get a better decision on this by appealing the matter to your state's department of insurance. But I think a good first course of action might be to contact the travel agency first and try to get them to refund the booking fee to you directly as a customer goodwill gesture. It just seems petty for them to keep the fee plus the commission they made on the sale of the insurance in light of the fact that the cancellation was for a legitimate medical reason.

Last edited by cruiseco; May 12th, 2012 at 06:57 PM.
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  #25  
Old January 7th, 2017, 11:36 AM
Maria Paz Maria Paz is offline
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Join Date: Oct 2013
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My husband made a claim for delayed luggage from Assistcard - he has an annual travel insurance. The claim was submitted almost nine months ago and when I followed it up by calling the company directly instead of the insurance agent who sold us the policy, I was told that the claim had been denied.
They never even contacted us to advise us and this was a valid claim.
I don't recommend you get your travel insurance from Assistcard...they said my husband should have filed the complaint within twenty four hours. He was on travelling in and out of Europe without his luggage and he had to purchase decent apparel to use for his various meetings. He was bogged down with complaining to the airlines and trying to outfit himself. He eventually got his luggage after four days but he had a frustrating time following up the airlines. The airlines, Singapore Airlines, have still not settled so I thought to contact Assistcard but they are also quite uncaring and don't seem to be concerned about attending to claims. I would not have found out that they denied the claim since they never wrote or communicated with us. I was calling to renew the policy and follow up on the complaint and that is when I found out that they would not reimburse my husband for his expenses.
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