Judith Hoffman canceled a cruise when she needed a knee replacement. She’s still waiting for Trip Mate to pay her claim. Trip Mate won’t tell her when it will resolve her case. Can our advocates do anything to get a reimbursement check to Hoffman? “Is her Trip Mate check really in the mail?”
Nancy Kridel-Clapp and her husband leave their cruise early when Hurricane Irma passes near their home. When they file a claim on their Trip Mate Travel Protection Plan, the company acknowledges that the claims are valid but doesn’t pay them. Kridel-Clapp wants to know: “Will Trip Mate ever pay my claim? And if not, why?” “Will Trip Mate ever pay my claim?”
“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. “Offended by our request for more information? We can’t help”
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? “I canceled my cruise, why can’t I get a refund for my trip insurance?”
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. “This traveler says that her flight was canceled. But was it?”