Please Help!

[PrincessBethie]

I am a past disney cruise line cruiser (huge fan) and have always kept in touch with these boards and always learned from posters and never posted anything out of being a little shy! Sounds silly I know but know I need help. To make a LONG story short...My best friend passed away in July from pancreatic cancer at the age of 33. She had two kids 7 and 9 and her husband age 39. She wanted to go on one last vacation for them and with them and asked me to help her back in May 2004. I INSISTED on Disney Cruise Line. Since she was sick and did not know how long she had they called about the insurance and decided to book the cruise and would have the insurance in case they had to cancel. They were TOLD by Disney that even death would be covered. She died July 30 they were to leave August 6. As all you know Cancer can come on strong real fast and it sure did in the end. Her husband called to cancel and receive refund but STILL has not received money back. This WHOLE ordeal has been such a tramatic thing for us all and then to not get their money back and deal with over and over saying "but she died" it has been just awful. The total cost was around $12,000. Does anyone have any suggestions on what to do? I sure don't need anyone else to tell me, "well they did know she was sick" She was a wonderful, Christian mother of two kids who enjoyed life and kept the attitude, "Hey, it is a win win situation, If I beat it then I am a miracle, if I don't then I get to go to heaven." She just wanted them to have a wonderful last memory and who better to do that than Disney. Any suggestions on what else to do, please let me know. Thanks so much! :

 

[christinou]

I am so sorry about your friend, I don't have much advice, who did she buy the insurance from, and did she use a travel agent, that might be a place to start with.

 

[PrincessBethie]

Thank You. The insurance through Disney is what they bought. I apprciate the reply.
Beth

 

[marcij]

I hope that someone can give you advice or a contact at Disney to deal directly with, but in case they don't, I often see cases like this discussed in a column in Conde Nast Traveler (cntraveler.com). The column is called Ombudsman. You have to send them a letter -- they won't answer e-mail. They have requirements you have to meet, so check on-line or at a copy in the library for the requirements. When people exhaust all their avenues, they write to the magazine asking for help in solving a dispute. This is a very emotional case and I think they would help you. It is certainly worth an email or call.

Good luck.

 

[jgalecpa]

So Sorry for the tragic loss.

Did her husband file an actual Claim for loss with the insurance provider?

That would seem to be the proper next step.

He should have been issued a claim number nearly immediately, and that way could keep track of the progress of the claim.

There are statutory rights of appeal, almost certainly, which may or may not include binding arbitration.

One of the key things in your favor is that the family "relied" on the representations of the DCL and purchased the cruise AND the insurance based on those representations.

Hope this helps.

 

[PrincessBethie]

Thanks for the responses.

jgalecpa-Her husband did file a claim and was issued a claim number. Just yesterday he received a letter stating it was being looked at again but said death is not covered under the insurance coverage. Like you said the family did rely on DCL comments when asked if death was covered they said yes. I just spoke to Denny (her husband) and he has contacted his attorney for him to handle because he is simply exhausted he is trying to raise two children plus work and the money would help with some unexpected costs from their loss.

This is a good example of when purchasing trip insurance to make sure to read the "agreement" and fully understand what is covered.
-Beth

 

[HookedonDCL]

Beth: First let me say that I am sorry for your loss. Thank God for her faith. I hope you find comfort in that.

I had purchased a land/sea package for April 04. I purchased the insurance through Disney, which I believe is Access America, if my memory is correct. The day we were to leave to drive to Florida from Michigan my brother passed away. We were going to cancel. Due to the protest of family and friends we decide to still go but missed our first two days on land. Plus we ended up flying (physically and mentally we could not have driven). Our first full day at the resort my middle daughter came down with strep throat. We had a doctor come to our room to treat her. I didn't know they did this but when they offered I said sure. Beats trying to find transportation somewhere. Anyways, once I got home I called to make my claim. They sent me all the paperwork I needed. I filled it out and sent it in with the death certificate. I even sent in the claim for my daughter (my health insurance wouldn't cover a "home visit" if I went to the emergency room it would have been covered.?) I received a refund for the room, park passes, doctors fee and they even paid for the presciption. This was for myself, mom, DH and 3 DD's (two rooms). Needless to say I purchased the insurance for our next cruise.

I'm not sure why your friend is having such problems. Has he tried speaking to a supervisor. I feel so bad for this family. I hope everything works out for them. You are so kind to help them.

BTW I also read these boards for years and never dreamed of posting. Too much like public speaking. NO THANK YOU. I figured someone would ask the questions I wanted sooner or later. Then I posted once, then twice. Now I think I created a monster.

 

[Regina]

I am so sorry for the loss of your friend. It sounds as if she was a remarkable woman who wanted to create one last wonderful memory for her family.

The insurance that Disney uses is Access America. The DCL agent had no business discussing the coverage as they're not the ones providing it.

Is death covered? I'm sure it is but, in your friend's case, it was a pre-existing condition. Most insurers will deny coverage or require a lengthy amout of time to pass before the coverage is in effect.

I do hope that this gets resolved in the family's favor.

 

[PrincessBethie]

Again, thanks to all the responses! It seems the problem is that it was a pre existing condition but since they had been told that it would be covered they went ahead and booked the cruise. I hope it does end in their favor. I am hoping that it is just a lengthy resolution.

Since I helped in booking the cruise and she was such a good friend of mine. I feel I have to help resolve this. Like I said he did call his attorney/friend for help cause he has a hard time handeling the loss.

Thanks again.