Carr, Jefferson, Ga. , a stay-at-home mom, was a guest at her niece’s wedding trip last year. But she missed the boat after suffering a shoulder injury. Although Carnival Cruises offered her a partial refund, Allianz Travel Insurance rejected her claim for the remaining $861.
Problem? Her doctor had incorrectly answered a question on one of her forms, and she failed to notice it.
“I believe the doctor misunderstood what Allianz was asking,” she recalls.
As a result, Allianz denied his claim.
This is happening more often with travel insurance these days. As trips become more complex, so do the claims. Our advocacy team has been receiving more rejections like this recently.
Every answer matters when you’re dealing with travel insurance.
When you’re filing a travel insurance claim, every answer counts, especially the one from your doctor. Details count – now more than ever. In recent years, travel insurance companies have tightened their paperwork requirements, leading some travelers to deny claims. ,Connected: Do you need travel insurance? It’s complicated.)
“Incomplete claim forms are the number one cause of delays in reimbursement of claims,” says Allianz spokesperson Daniel Durazo. “When we receive incomplete information, we often have to go back to the customer or their doctor and this holds up claim approval and ultimately payment.”
Here are five things you should never do when filing an insurance claim:
wait
Travel insurance companies can be punctual. There’s really no benefit to waiting to file a claim. Most policies give you 90 days to file a claim, but read your policy carefully. If you’re unsure about anything, call your travel insurance company and ask. “The sooner the provider is made aware, the faster the process will go,” says Caroline Leckey, spokeswoman for travel insurance site Squaremouth.com.
forget your values
I have seen some insurance appeals let down by sharp language or angry rhetoric. So before you start filing your claim, remember to keep things professional. There is another person on the other side of the claim and they have some flexibility in how they handle things. Threats of litigation may cause your request to reach the legal department, where you may face additional delays.
Leave a required document
Travel insurance companies are not in the business of procrastinating on paperwork. They actually publish a list of the documents you need to file a successful claim (for example, here’s the Allianz Travel Insurance Checklist page.) So, for dental expenses, you’ll need to submit copies of all medical bills you receive and, if applicable, a copy of the relevant accident or incident report.
Lie
From time to time, I receive assistance requests from customers who file claims that are not entirely true. From time to time, I’ll even hear from an insurance adjuster who is trying to uncover the truth. It rarely ends well for the traveller. There’s no need to try to shame anyone into saying this, but the bottom line is this: don’t lie. Do not exaggerate facts, omit relevant facts, or downplay important facts. The adjusters will figure it out and when they do, your claim may be denied.
lose patience with yourself Travel Insurance Agent.
Travel insurance claims typically take two to four weeks to process, but some complex claims requiring more extensive research by an adjuster may take longer. Expect to receive a form acknowledging your claim, with a final decision within about a month, but no more than two months. ,Connected:What happens if you provide incorrect information on your insurance application?)
And one final thought: If you booked your insurance policy through a travel agent, remember to appoint your travel advisor when filing a claim. Consider what happened to one of Christina Ernst’s clients.
a death before the honeymoon
“Last year, a young couple booked their honeymoon through me,” recalls Ernst, president of VIP Southern Tours in Sauti-Nakuchi, Gasa. “Fiancee dies in horrific car accident eight days before wedding and honeymoon.” (Here’s what you need to know about travel insurance.)
His surviving customer was distraught. Ernst took care of all the paperwork, canceling the entire honeymoon.
“The customer has been refunded the money and has moved on with her life in a positive way, especially after enduring such a traumatic experience,” says Ernst.
Travel insurance can be complicated, but the claims process doesn’t have to be complicated. Travel insurance companies are working on ways to make this easier. For example, Allianz recently redesigned its claim forms and added the ability to file a claim online from any device.
the rest is up to you.
So what happened to Carr, the woman whose claim was rejected by Allianz? Luckily, her story had a happy ending. Allianz Travel Insurance reviewed and honored her claim.
As long as you have a good sense of timing, remember your paperwork, provide all the necessary facts and mind your etiquette, your claim has a very high chance of being successful.
And if you don’t? Well, you know where to find my advocacy team.
Also read:
Millions of passengers face illness in airlines
24-hour rule: Travelers have all day to correct airline ticket mistakes
