Offended by our request for more information? We can’t help

“These researchers for Chris Elliott respond with more legalese than the cotton-pickin’ insurance company did.”

This was the response we received from Donald Norton to a question we asked him about his case.

Our advocates often need to follow up with additional questions to determine whether we can help consumers requesting our assistance. We do this when we receive help requests with information that appears to be unclear or incomplete. Most of these consumers are happy to provide us with the answers to our questions, but some take offense. When that happens, we can’t help them.

I canceled my cruise, why can’t I get a refund for my trip insurance?

Zelma Friedling booked a Caribbean cruise a year in advance but canceled after two hurricanes hit the islands they were scheduled to visit. The cruise line refunded the money she paid for the cruise, but neither the cruise line nor the travel insurance company will refund what she paid for travel insurance.

Will we help her get her money back?

This traveler says that her flight was canceled. But was it?

Linda Keberle and her husband planned a 12-day Baltic vacation on a Holland America cruise, departing from Copenhagen, Denmark. But while they were still at the Cleveland airport, British Airways shut down its operations. The Keberles canceled their trip, believing that they would not be able to make their connecting flight on British Airways to Copenhagen.

An injury prevented me from taking my trip, but what is preventing Trip Mate from paying my claim?

Robert Hood and his wife were looking forward to their trip to Madagascar when a sudden injury made it necessary to forego the adventure. Luckily, Hood had purchased a comprehensive travel insurance policy from World Nomads to protect his $9,000 deposit on the trip. So why is he still waiting for reimbursement six months later? That’s what we aim to find out.

Get smart. Sign up for the newsletter.