Very disappointing experience with the travel insurance claim
I purchased travel insurance through Trip.com in February. Unfortunately, during my ANA flight from Tokyo to Sapporo, my luggage wheel was damaged by the airline. I submitted all the necessary details to ANA, and ANA confirmed that the compensation would be handled through the insurance company. I then submitted a claim to Generali [Insurance I bought when I buy the ticket thru Trip.com]. However, I was only offered RM80 for the luggage damage, which I found extremely unreasonable because the damage to the wheel has made the entire luggage unusable. Since I purchased the luggage online, there is also no physical shop or repair centre available for me to repair it. After expressing my dissatisfaction, Generali contacted me and requested the original receipt for the luggage. Unfortunately, I no longer had the receipt. To assist with the assessment, I provided details and a similar luggage listing from Shopee to show the current price and model/value of the luggage. Since then, I have not received any meaningful update. What is even more frustrating is the customer service process. I have been contacted multiple times and repeatedly asked for the same information and documents that I had already provided. Each time, I was told that "We don’t pay based on what amount you’re claim. We compensate based on damage we can see.". My concern is that the insurance coverage is advertised as providing up to RM300 for luggage damage, but when an actual luggage damage claim is made, the compensation may be only RM80, even when the luggage is no longer usable. If the compensation is actually calculated based on the damaged component rather than the usability or replacement value of the luggage, this should be made much clearer when purchasing the insurance. Overall, this has been a very frustrating experience. I purchased travel insurance expecting reasonable protection and a straightforward claims process, but the claim experience has left me very disappointed. Trip.com and the insurance provider should be much clearer about how luggage damage claims are assessed and how the compensation amount is calculated.