After Marlene Nagy plunges off a waterfall during a shore excursion, her cruise line agrees to cover medical expenses. But does that extend to her therapy bill?
Question
We recently sailed with Celebrity Cruises from New Zealand to Australia. Unfortunately, I was injured on a Celebrity-sponsored shore excursion, a whitewater rafting adventure. Our raft partially capsized in a 23-foot waterfall, ejecting three of us.
I broke a bone in my left hand. The ship’s medical doctor X-rayed my hand and put my arm in a cast for the rest of the cruise. Celebrity did not bill. The doctor explained that was because the cruise line took responsibility since it was one of its excursions.
I visited my primary care physician when I came home, who referred me to an orthopedic surgeon. The surgeon sent me to physical therapy, hoping to avoid surgery. After 15 sessions, therapy ended a few months ago.
Celebrity took responsibility for the injury and treated me, but it didn’t cover the costs of therapy. The insurance we purchased through Transamerica Casualty Insurance Company for the cruise also denied reimbursement, stating coverage ended once the trip ended.
Per your newspaper column, I wrote to Celebrity’s president and CEO, but after over a month have not heard back. A representative emailed me a couple of times and directed me to a website page that no longer works. Can you help me persuade Celebrity to cover my $653 physical therapy bill? — Marlene Nagy, Oro Valley, Ariz.
Answer
If Celebrity took responsibility for your accident, it should have taken full responsibility for it. Also, it should have thanked you for going to therapy instead of surgery. That probably saved the company a few thousand dollars. (Related: Can I get my money back for a bad cruise?)
A few facts about your case stick out. First, there’s the part about sending guests down a 23-foot waterfall. That seems a little bit out of line with Celebrity’s promise of “classic, elegant cruising.” Nothing elegant about plunging down a waterfall, if you ask me. (Related: Kicked off my cruise for peeing near the pool.)
Then there’s the doctor who assured you the cruise line would take responsibility for the accident. When someone says that to you, you need to get it in writing. What, exactly, do they plan to “take responsibility” for? Does that extend to your post-vacation treatment as well? You can’t assume they’ll pay every bill. That’s not how cruise lines operate, or any other travel business for that matter. (Related: Celebrity Cruises overcharged me $641: Can my travel advisor legally keep the refund?)
Other traveler stories that might save you money—or stress—on your next trip
Celebrity agreed to pay therapy bill for shore excursion
Finally, there’s the insurance that rejected your claim on a technicality. Yes, your therapy happened after the cruise. But the injury took place while you were on the ship. Come on. (Related: A reader slipped and fell due to a leaking toilet at a luxury hotel resort.)
You did the right thing by sending a brief, polite email to the Celebrity Cruise executives I list on my consumer advocacy site. We have received a few complaints about Celebrity Cruise before. The response from a customer service representative was normal; it’s rare to have an executive reply personally, though it’s known to happen.
I contacted Celebrity on your behalf, and it agreed to pay your physical therapy bill.
Loading ...✋ Your turn
Have you ever been injured during a cruise or tour and struggled to get reimbursed for post-trip medical care? Did the cruise line or your insurance company step up—or not? Scroll down and share your experience in the comments after the FAQs.
FAQs
Most travel insurance ends when the trip concludes. Post-trip therapy may not be covered unless the policy includes extended benefits or the claim is filed while traveling.
Usually not. If a cruise line accepts liability, they may cover onboard treatment. But care like physical therapy after the trip is rarely included without a specific agreement.
You can appeal to the cruise line or insurer. If denied, consider escalating to company executives, filing a formal complaint, or seeking help from a consumer advocate.
If you’re told the company “takes responsibility,” follow up in writing. A verbal promise won’t hold weight in a dispute. Documentation is your best defense.
Pro tip: If you’re injured on a cruise-sponsored excursion, get all promises about coverage in writing before disembarking. That one step can save you hundreds.
Key takeaways
- Verbal assurances are not enough—get any promise of coverage in writing.
- Most travel insurance policies end once your trip does.
- Post-trip medical care is often excluded from both cruise liability and insurance.
- Escalating to executives or involving a consumer advocate can make a difference.
- Keeping detailed records is essential to resolving a billing dispute.
