This has been huge for me and today was proof once again not to give up and just take no for an answer!! You have to advocate for yourself and once again we have found how critical it is to buy travel insurance since my brain injury. We had first class plane tickets to St Thomas in March and had to cancel cause of COVID and my brain injury. My doctor would not allow me to go. This is a risk with brain injury and this is why I buy travel insurance.
I submitted my claim. It wasn’t easy, so frustrating and I wanted to quit. I submitted it originally in March. Then they said after all that work I didn’t submit it. I finally gave up and said screw it we will use a credit from the airline. However when I contacted them to look at using the credit for a different time of year, a less expensive time of year, they wanted to charge 2k more than we paid for a more expensive time of year travel time. I was livid, especially after the 1 hour hold. I then contacted travel guard again and got an amazing customer service gal who really helped me and emailed me everything I needed to submit. SO easy compared to trying to upload it to the system I was struggling with. I just had to email her back stuff. So thankful for her kind help and understanding.
I then got notification from Joy the claims adjuster saying it was denied and I did not have a reason for the claim, Covid was not a good enough reason since the airline was going to credit me. Let me tell you how outraged I was!! Holy crap. I emailed her back and told her I was not able to go because of a pre existing condition, a brain injury and I had a doctor note and had submitted it. I was super frustrated that we paid for the insurance to protect us knowing with a brain injury that things like this happen often. I pleaded my case, expressed my frustration with the AIG Insurance as this is why we buy it, because you never know with brain injury and it’s better to be safe than sorry.
I was so frustrated and we could really use the money back especially since I don’t get disability, we are on one income and really could use the money right now. I get daily mail alerts of what’s in the mail, I woke up today to what looks like a check from AIG. I looked it up, which took me a good 30 minutes to figure it out and find out how, and low and behold they refunded me!!
My faith in travel insurance is restored and I will highly recommend it when booking travel!
So I highly encourage purchasing travel insurance. I highly recommend advocating for yourself no matter how hard it is! This took me days, months and hours of time but thanks to speaking up, explaining in detail multiple times, an amazing customer service agent willing to help and the claims adjuster looking at my detailed email and circumstances to understand, I now will get the refund I deserve!
We will continue to always buy travel insurance. They definitely don’t make it easy to make a claim, but it’s worth it and always remember to advocate for yourself brain injury or not.