Princess cruse bait and switch

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#41
26,369 Posts
Joined Jul 2001
Originally posted by stevenr597
It seems to me that your claim is quite valid, especially if you purchased, as you did, insurance in good faith, and what the insurance was even issured by Princess.
It has nothing to do with purchasing in good faith. It is about reading the fine print!

Someone with cancer has pre-existing conditions that really require an insurance that includes coverage for this.

I had an unusual situation and could not find a plan that covered my situation. I had to buy 2 plans for every trip just in case. I knew of my situation and had to read the fine print and call the insurance company and ask the important questions.

I would not rely on a Princess rep or even a travel agent to know all the details. When I asked my travel agent some questions and she was unsure - she didn't tell me something wrong, she gave me the phone number to call the insurance company directly to find out from them! I appreciated it as she is not an expert in travel insurance. She knows a lot about them but when it comes to unique situations - you need to find out for yourself.
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#42
Canada
192 Posts
Joined Dec 2015
OP buys the insurance that he was told to by Princess. Princess doesn't honour it. CC folks blame OP for not doing his homework, not using a travel agent and not reading the fine print instead of Princess for giving the wrong info in the first place. Typical CC.

To OP... I'm sorry about your wifes worsening condition, that you were given bad info and that Princess isn't making things right. Thanks for letting everyone know.
#43
26,369 Posts
Joined Jul 2001
Originally posted by CRZR58
OP buys the insurance that he was told to by Princess. Princess doesn't honour it. CC folks blame OP for not doing his homework, not using a travel agent and not reading the fine print instead of Princess for giving the wrong info in the first place. Typical CC.

To OP... I'm sorry about your wifes worsening condition, that you were given bad info and that Princess isn't making things right. Thanks for letting everyone know.
The problem is that Princess looks out for Princess. An agent looks out for their clients. Do you see the difference? When I had a relative with a medical condition, I read the fine print and asked the difficult questions of the insurance company. If the OP had called the insurance company - they would have found out the coverage.

The OP is lucky they received a cruise credit for a future cruise. I am glad they had that coverage. I sure hope they can use it. Other policies may have offered nothing.
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#44
Whidbey Island, WA
997 Posts
Joined Jun 2011
Originally posted by suzyed
Not sure how you have Nationwide because my Princess Platinum is Aon insurance company. Is it also Nationwide? I didn't think it was.
Any way, I had to cancel a 10 day cruise that we were supposed to take in April due to my daughter's illness. We cancelled one day before and I got a full refund (less the premium amount, of course). Took a few weeks but I got it.
READ your Policy. You will find it is "Administered by Aon" but "Underwritten by XXX" - the "XXX" dependent on your location of residence- in your case Nationwide.

See below quotes from my Policy:

THIS PROGRAM WAS DESIGNED AND ADMINISTERED BY AON AFFINITY.
AON AFFINITY IS THE BRAND NAME FOR THE BROKERAGE AND PROGRAM ADMINISTRATION
OPERATIONS OF AFFINITY INSURANCE SERVICES, INC. (TX 13695); (AR 100106022); IN CA
& MN, AIS AFFINITY INSURANCE AGENCY, INC. (CA 0795465); IN OK, AIS AFFINITY
INSURANCE SERVICES, INC.; IN CA, AON AFFINITY INSURANCE SERVICES, INC.
(CA 0G94493), AON DIRECT INSURANCE ADMINISTRATORS AND BERKELY INSURANCE
AGENCY AND IN NY, AIS AFFINITY INSURANCE AGENCY. AFFINITY INSURANCE SERVICES
IS ACTING AS A MANAGING GENERAL AGENT AS THAT TERM IS DEFINED IN SECTION
626.015(14) OF THE FLORIDA INSURANCE CODE. AS AN MGA WE ARE ACTING ON BEHALF
OF OUR CARRIER PARTNER.

The Princess Travel Insurance Program is underwritten
by Transamerica Casualty Insurance Company,
Columbus, Ohio; NAIC # 10952 (all states except as
otherwise noted) under Policy/Certificate Form series
TAHC5000. In CA, HI, NE, NH, PA, TN, and TX, Policy/
Certificate Form series TAHC5100 and TAHC5200. In IL,
IN, KS, LA, OH, OR, VT, WA, and WY, Policy Form #’s
TAHC5100IPS and TAHC5200IPS. Certain coverages are
under series TAHC6000 and TAHC7000.
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#45
3,011 Posts
Joined Feb 2002
Originally posted by WVBill
READ your Policy. You will find it is "Administered by Aon" but "Underwritten by XXX" - the "XXX" dependent on your location of residence- in your case Nationwide.

See below quotes from my Policy:

THIS PROGRAM WAS DESIGNED AND ADMINISTERED BY AON AFFINITY.
AON AFFINITY IS THE BRAND NAME FOR THE BROKERAGE AND PROGRAM ADMINISTRATION
OPERATIONS OF AFFINITY INSURANCE SERVICES, INC. (TX 13695); (AR 100106022); IN CA
& MN, AIS AFFINITY INSURANCE AGENCY, INC. (CA 0795465); IN OK, AIS AFFINITY
INSURANCE SERVICES, INC.; IN CA, AON AFFINITY INSURANCE SERVICES, INC.
(CA 0G94493), AON DIRECT INSURANCE ADMINISTRATORS AND BERKELY INSURANCE
AGENCY AND IN NY, AIS AFFINITY INSURANCE AGENCY. AFFINITY INSURANCE SERVICES
IS ACTING AS A MANAGING GENERAL AGENT AS THAT TERM IS DEFINED IN SECTION
626.015(14) OF THE FLORIDA INSURANCE CODE. AS AN MGA WE ARE ACTING ON BEHALF
OF OUR CARRIER PARTNER.

The Princess Travel Insurance Program is underwritten
by Transamerica Casualty Insurance Company,
Columbus, Ohio; NAIC # 10952 (all states except as
otherwise noted) under Policy/Certificate Form series
TAHC5000. In CA, HI, NE, NH, PA, TN, and TX, Policy/
Certificate Form series TAHC5100 and TAHC5200. In IL,
IN, KS, LA, OH, OR, VT, WA, and WY, Policy Form #’s
TAHC5100IPS and TAHC5200IPS. Certain coverages are
under series TAHC6000 and TAHC7000.
SO, just to clarify....you purchase "insurance" but depending on where you live, your "policy" you purchase may not be the same inclusions as someone who lives in another state.....ASK AND READ
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#46
Canada
192 Posts
Joined Dec 2015
Originally posted by Coral
The problem is that Princess looks out for Princess. An agent looks out for their clients. Do you see the difference? When I had a relative with a medical condition, I read the fine print and asked the difficult questions of the insurance company. If the OP had called the insurance company - they would have found out the coverage.

The OP is lucky they received a cruise credit for a future cruise. I am glad they had that coverage. I sure hope they can use it. Other policies may have offered nothing.
You, and others, don't seem to have any problem with a cruise line giving out bad information and you don't think that they should be held responsible for the mistakes that they make.

If it were me, I would have called the insurance company directly too, but I shouldn't have to. I should be able to rely on what the companies representative tells me. They are in it for themselves, but that doesn't mean they can give out wrong info then say "You didn't actually believe us did you? What a knob! YOU should have checked with someone else who doesn't work for the cruise line.".

As for the OP being 'lucky', what a crock. 'Lucky' would have been being able to rely on the information they got from the company they bought the coverage from. 'Lucky' would have been getting their money back. Heck, that's not even 'lucky'. It's what should have happened if the OP's post is accurate, and I have no reason to believe it isn't.
#47
324 Posts
Joined Feb 2010
Originally posted by CRZR58
You, and others, don't seem to have any problem with a cruise line giving out bad information and you don't think that they should be held responsible for the mistakes that they make.

If it were me, I would have called the insurance company directly too, but I shouldn't have to. I should be able to rely on what the companies representative tells me. They are in it for themselves, but that doesn't mean they can give out wrong info then say "You didn't actually believe us did you? What a knob! YOU should have checked with someone else who doesn't work for the cruise line.".

As for the OP being 'lucky', what a crock. 'Lucky' would have been being able to rely on the information they got from the company they bought the coverage from. 'Lucky' would have been getting their money back. Heck, that's not even 'lucky'. It's what should have happened if the OP's post is accurate, and I have no reason to believe it isn't.
No. Since we are not privy to the conversation that the OP had with the Princess agents and since he has posted several inaccuracies, it certainly appears that he did not convey his needs accurately to the Princess agents. They are NOT insurance agents. They can give you the information that they have in front of them, but certainly should have suggested that he call the insurance company directly. He says this: "I specificly ask about the insurance. Was told there was only one option. I ask this question for several months over and over agian after reading the insurance info." All Princess agents know there are two flavors of the insurance. That's pretty core stuff. And through it all... "several months"... it didn't occur to him to call the insurance company directly?
#48
26,369 Posts
Joined Jul 2001
Originally posted by CRZR58
You, and others, don't seem to have any problem with a cruise line giving out bad information and you don't think that they should be held responsible for the mistakes that they make.
I don't want to exaggerate but I have a friend who lives near a Princess call center. They were recruiting Princess phone reps for summer positions in a high school newspaper. This was several years ago but you get the picture. Many of these people have never cruised before, let alone are experts on insurance.

Not sure about you, but whenever I book a cruise, I am immediately sent the Princess insurance policy. It would have given the OP a perfect time to read it.

Yes - I say lucky because many people come here with health issues and don't have any coverage. He walked away with something - I hope he can use it.
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#49
Canada
192 Posts
Joined Dec 2015
Originally posted by Coral
I don't want to exaggerate but I have a friend who lives near a Princess call center. They were recruiting Princess phone reps for summer positions in a high school newspaper. This was several years ago but you get the picture. Many of these people have never cruised before, let alone are experts on insurance.

Not sure about you, but whenever I book a cruise, I am immediately sent the Princess insurance policy. It would have given the OP a perfect time to read it.

Yes - I say lucky because many people come here with health issues and don't have any coverage. He walked away with something - I hope he can use it.
So your point is that it's OK to provide the wrong information and not stand behind it because they don't hire experienced people and they don't train them properly? FTR: If the folks on the telephone don't know the right answers then it's the companies fault, not the customers.
#50
26,369 Posts
Joined Jul 2001
Originally posted by CRZR58
So your point is that it's OK to provide the wrong information and not stand behind it because they don't hire experienced people and they don't train them properly? FTR: If the folks on the telephone don't know the right answers then it's the companies fault, not the customers.
We don't know how that conversation transpired. What we do know is that the OP was sent a copy of the insurance he purchased and in the fine print is their coverage for pre-existing conditions. In the end, it is a legal contract in which the OP was provided the contract. By law, the insurance company fulfilled their obligation based on the what the insurance covers.
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#51
In the kamloops in the dry and hottest part of BC
12,551 Posts
Joined Aug 2006
Originally posted by CRZR58
So your point is that it's OK to provide the wrong information and not stand behind it because they don't hire experienced people and they don't train them properly? FTR: If the folks on the telephone don't know the right answers then it's the companies fault, not the customers.
Princess can promise the moon with insurance. But in the end AON Affinity has the final say.
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#52
Riverside, CA
2,672 Posts
Joined Mar 2013
Originally posted by Coral
We don't know how that conversation transpired. What we do know is that the OP was sent a copy of the insurance he purchased and in the fine print is their coverage for pre-existing conditions. In the end, it is a legal contract in which the OP was provided the contract. By law, the insurance company fulfilled their obligation based on the what the insurance covers.
So many people want to point fingers now days. It bothers me the we as citizens are becoming a society where everything has to be done and explained for and to us because we don't have the time or energy to do it ourselves. And then if we didn't hear it right, it is someone else's fault. Humans can have a tendency to hear what they want to hear.

My DW and I spent 2 hours going through policies yesterday to determine which one was right for us for this fall. This meant actually reading the coverages and comparing them for OUR needs. We have a spreadsheet with over 20 coverages over 15 to 20 areas. Everyone has different needs and someone at Princess, a travel agency, or another cruise line do not know your needs as well as you do. Explaining these needs to then only raises the risk of misunderstanding as to the real need.

There are several threads on CC where the discussion on what type of coverage a person buys and needs. These discussion go to show that no two cruisers see the problem the same.
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#53
Canada
192 Posts
Joined Dec 2015
Originally posted by TheRabbit
So many people want to point fingers now days. It bothers me the we as citizens are becoming a society where everything has to be done and explained for and to us because we don't have the time or energy to do it ourselves. And then if we didn't hear it right, it is someone else's fault. Humans can have a tendency to hear what they want to hear.

My DW and I spent 2 hours going through policies yesterday to determine which one was right for us for this fall. This meant actually reading the coverages and comparing them for OUR needs. We have a spreadsheet with over 20 coverages over 15 to 20 areas. Everyone has different needs and someone at Princess, a travel agency, or another cruise line do not know your needs as well as you do. Explaining these needs to then only raises the risk of misunderstanding as to the real need.

There are several threads on CC where the discussion on what type of coverage a person buys and needs. These discussion go to show that no two cruisers see the problem the same.
Good for you if you choose to create spreadsheets and explore every option for yourself. It's a good idea if you can't trust the information you get in the first place. In the end, you have to trust someone tho. Which of the several resources you used do you trust?

The whole thing is a byproduct of morphing from a society where the customer is right to one where the company is always right, even if they provide you with bad information. In my experience, companies rarely make mistakes in the customers favour and when they do, they find a way to recoup their losses, because that's just good business.

The company most likely has a recording of the conversation(s) in question. If they didn't actually tell the OP what he thinks they did, I'm sure they can provide him with the proof. If there's any question, they won't have a copy of the recording.

Personal responsibility is all well and good, but you should be able to rely on the information that you are provided over the phone. Providing accurate information is the responsibility of the company who is providing it in the first place. If they're wrong, they should make good on their promises.
#54
26,369 Posts
Joined Jul 2001
Originally posted by CRZR58
Good for you if you choose to create spreadsheets and explore every option for yourself. It's a good idea if you can't trust the information you get in the first place. In the end, you have to trust someone tho. Which of the several resources you used do you trust?

.
There is a legal contract documenting what they cover. Pre-existing conditions has been spelled out in every travel insurance I have read.

You can ask any insurance company for their coverage. It is automatically sent to me whenever I book with them or when I request it in advance.

-------

The OP has not come back and I doubt they will.
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#55
The low desert, AZ
3,628 Posts
Joined Mar 2010
Originally posted by CRZR58
.......................
The whole thing is a byproduct of morphing from a society where the customer is right to one where the company is always right, even if they provide you with bad information. In my experience, companies rarely make mistakes in the customers favour and when they do, they find a way to recoup their losses, because that's just good business.
.................................................. ....

Personal responsibility is all well and good, but you should be able to rely on the information that you are provided over the phone. Providing accurate information is the responsibility of the company who is providing it in the first place. If they're wrong, they should make good on their promises.
It would be nice if the world worked that way. Unfortunately, in an increasingly litigious society like we have today the contract has become the final say-so. Too many people are willing to sue at the drop of a hat. I'm sure that there are a lot of people and companies who would like to do business with a handshake and an "our word is our bond" method, but, in real life there are probably way too many people who would say it and not mean it. I heard a lawyer once say to someone that verbal information is not worth the paper it is not written on. Probably a good reason to actually read what you are signing.

BTW, we have always purchased the Princess policy and, not only does it explain the two available overages, there is a toll free number (and there always has been one) to the insurance administrator if you have any questions.
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#56
3,326 Posts
Joined Dec 2010
Originally posted by CRZR58
You, and others, don't seem to have any problem with a cruise line giving out bad information and you don't think that they should be held responsible for the mistakes that they make.

If it were me, I would have called the insurance company directly too, but I shouldn't have to. I should be able to rely on what the companies representative tells me. They are in it for themselves, but that doesn't mean they can give out wrong info then say "You didn't actually believe us did you? What a knob! YOU should have checked with someone else who doesn't work for the cruise line.".

As for the OP being 'lucky', what a crock. 'Lucky' would have been being able to rely on the information they got from the company they bought the coverage from. 'Lucky' would have been getting their money back. Heck, that's not even 'lucky'. It's what should have happened if the OP's post is accurate, and I have no reason to believe it isn't.
To be sure we do not have access to the conversations that the OP had with the agent, only what the OP claims he asked and what was said. To be blunt even the OP's postings seem a little unclear and confused.

I would point out that if the OP was not clear in his question, the answer the agent gave could have been valid. The OP made the comment that the agent said that the insurance was good as long as they canceled 24 hours in advance. The insurance he got certainly has cancel for any reason up until 24 hours in advance, as long as you are willing to accept the value as a cruise credit.

It is clear from the posting that even now the OP does not understand the insurance product he purchased, even after making the claim. After he made the comment that they offered the credit, not the fact that the credit is what he is entitled to under the policy.

As such I would not jump to the conclusion that the problem is totally the fault of the agent giving wrong information. If it was then the calls are recorded and the OP can certainly request that the call be reviewed. He could also contact his states department of insurance and request them to inquire.

There are certainly many places in the booking process where the insurance information is available for review, including the issue with pre-existing conditions, as well as the nature of the cancel for any reason credit.
#57
San Francisco
3,990 Posts
Joined Dec 2005
Originally posted by RDC1

It is clear from the posting that even now the OP does not understand the insurance product he purchased, even after making the claim. After he made the comment that they offered the credit, not the fact that the credit is what he is entitled to under the policy.
Thank you.

I can't believe we're still chewing this over. We have an OP with an imperfect command of English who's pretty clearly an unreliable narrator. ("4 months later we had to have re subit a hard writen doctor report, then the claim was turned down becasue we told we had the wrong insurance." Um, no. You were turned down because your wife was deemed ineligible for medical cancellation coverage, and buying Platinum Protection wouldn't have changed that. And I can't believe someone dealing with the claim said otherwise.)

He came in, posted his first three posts damning Princess, and subsequently disappeared. And yet the ensuing conversation has misstated the pre-existing condition clause, confused insurance broker (AON) and underwriter (Transamerica/Nationwide), called Princess greedy, criticized call center reps, and all but accused Princess (though, oddly, not the actual insurer) of exploiting sick people.

Lest I seem unsympathetic, let me add that my own family is dealing with issues of advanced cancer and insurance. I hold no brief for insurance companies, I've run across Princess reps who didn't know what they were talking about, and CCL is just another money-grubbing corporation that sells a product we happen to like to buy. But can we get real about this guy's apparent situation? He didn't understand what he was buying, he still doesn't understand what he bought, and he came here to vent about what is, at base, his own responsiblity.
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#58
Vancouver
165 Posts
Joined Feb 2015
Originally posted by shepp
Thank you.

I can't believe we're still chewing this over. We have an OP with an imperfect command of English who's pretty clearly an unreliable narrator. ("4 months later we had to have re subit a hard writen doctor report, then the claim was turned down becasue we told we had the wrong insurance." Um, no. You were turned down because your wife was deemed ineligible for medical cancellation coverage, and buying Platinum Protection wouldn't have changed that. And I can't believe someone dealing with the claim said otherwise.)

He came in, posted his first three posts damning Princess, and subsequently disappeared. And yet the ensuing conversation has misstated the pre-existing condition clause, confused insurance broker (AON) and underwriter (Transamerica/Nationwide), called Princess greedy, criticized call center reps, and all but accused Princess (though, oddly, not the actual insurer) of exploiting sick people.

Lest I seem unsympathetic, let me add that my own family is dealing with issues of advanced cancer and insurance. I hold no brief for insurance companies, I've run across Princess reps who didn't know what they were talking about, and CCL is just another money-grubbing corporation that sells a product we happen to like to buy. But can we get real about this guy's apparent situation? He didn't understand what he was buying, he still doesn't understand what he bought, and he came here to vent about what is, at base, his own responsiblity.
So pretty much the normal course for a thread on these boards. Enough of this, lets talk about tipping and formal nights now.