STAY AWAY!!!!!
STAY AWAY!!!!! This has been, without a doubt, the worst insurance claims experience I've ever had. When we booked a cruise for my in-laws, we purchased travel insurance because my mother-in-law has dementia and Alzheimer's. We knew there was always a chance she might not be able to travel, even though she had her doctor's approval at the time and we care for her every day. Unfortunately, her condition declined before the trip, and we made the difficult decision to cancel the cruise. Thankfully, the cruise line was understanding and issued us a 100% future cruise credit for the $1,000 we had already paid. The insurance company, however, was a completely different story. I started the claim on April 29, and it wasn't finally resolved until July 16—nearly three months later. Instead of telling us everything they needed upfront, they repeatedly requested one document at a time. First, they asked for a doctor's note. We submitted it and heard absolutely nothing. After waiting about a month, I called to check on the claim, only to find out they seemed to have no idea what I was talking about. We essentially had to start the process over. Then they required us to complete their own physician's form. Once that was submitted, we thought we were finally done. Nope. Next, they decided they needed to contact the doctors themselves—not by phone or email, but by mailing forms through regular postal mail. And not just one physician, but multiple doctors. Every step involved more waiting, more paperwork, and another request that could have easily been disclosed from the beginning. After nearly three months of back-and-forth, all of that effort resulted in a reimbursement of just $250 out of the $688 we paid for their travel insurance. The entire experience has honestly made me reconsider cruising altogether if these are the insurance companies cruise lines choose to partner with. Save yourself the aggravation. The claims process was unnecessarily complicated, communication was poor, and customer service was consistently frustrating. Based on my experience, I would never purchase insurance through this company again.