Refund for cancellation of trip slow in coming

QA: I’m so sorry to hear about your husband’s condition. Your Trip Mate policy should cover your cancellation, and your claim should have been processed by now. So what’s going on?

Trip Mate normally processes its claims quickly. Could this have been a coronavirus-related delay? Maybe. The cancellations for some Asian vacations started in January and picked up speed as the virus spread. By midFebruary, all of the travel insurance companies were slammed with claims.

That brings up an interesting question for anyone else filing a claim during the coronavirus pandemic: How long should you give your travel insurance company to cut you a check?

In January, my husband had a stroke and we had to cancel our cruise to Vietnam and Cambodia, which we booked through Vantage Deluxe World Travel. I filed an insurance claim with Trip Mate, my travel insurance company.

We sent in all the required paperwork and letters from the neurologist and primary care doctor saying he could not fly for three months, and only then after being reevaluated. This was long before the coronavirus appeared.

Trip Mate has been no help. They advertise a refund in 30 days or less. They told us the claim had been approved and they were waiting for Vantage to write the check. I have called Vantage several times. A representative told me that Vantage had to cancel two ships in October and November because of technical problems, which is why they hadn’t written my check.

Eventually, I spoke with someone in accounts payable who promised to follow up and call me back. She never did. My husband can’t read or write and lost sight on his right side. Can you help me get our $9,278 refunded?

Given the scale of the outbreak, at least two months. It sounds like a lot, but travel insurance insiders tell me that there are too many claims and not enough people to process them.

By the way, I publish the names, numbers and email addresses of the Trip Mate executives on my consumer advocacy site, Elliott.org. If your claim drags on for longer than two months, you should reach out to one of them.

I admire the way you documented everything for your claim. You even have a detailed call log.

Remember that while a phone call can answer a quick question, only a paper trail provides the evidence of your correspondence. Try to keep everything in writing when you’re working on a claim rather than relying on something an employee said.

I contacted Trip Mate and it investigated your claim. The company sent you a check for $9,278, as promised. I wish your husband a speedy recovery.

If you need help with a coronavirus-related refund, please contact me. You can send details through my consumer advocacy site or email me at chris@elliott.org.

Christopher Elliott is the chief advocacy officer of Elliott Advocacy, a nonprofit organization that helps consumers resolve their problems. Contact him at elliott.org/help or chris@elliott.org.