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Travel Insurance Policy Leaves Family Confused


CHECKED LUGGAGE ANYMORE. THE NOTE 7’S BATTERY CAN OVERHEAT AND IN SOME CASES BURST INTO FLAMES. THIS COUPLE PLANNING TO FLY AWAY, AND THEY THOUGHT THEY WERE DOING THE RIGHT THING WHEN THEY PURCHASED TRAVEL INSURANCE. BUT WHEN THEY HAD TO CANCEL THEIR TRIP, THEY WERE TOLD THEY COULDN’T GET A REFUND. SO WHAT IS UP WITH THAT? THEY CALLED US TO GET CONSUMER JUSTICE. Reporter: PETE AND BARBARA WANT ANSWERS. FROM WHAT I READ HERE, IT LOOKS LIKE IT SHOULD HAVE BEEN COVERED. Reporter: SHE BOUGHT A TICKET TO KANSAS CITY THIS SUMMER. MY GRANDDAUGHTER HAD A VOLLEYBALL CAMP IN KANSAS CITY, MISSOURI. Reporter: IT COST $560 FOR TWO TICKETS. WHEN I SAW THE OPTION TO GET THE TRAVEL INSURANCE, I DID DECIDE THAT THIS MIGHT BE A GOOD IDEA. Reporter: SHE PAID $4 FOR TRAVEL INSURANCE FOR A TOTAL OF $600. WHEN YOU CLICK ON THE OPTION THERE IS A LITANY OF LEGAL TERMS AND YOU GET AN AWFUL LOT OF LEGAL MUM BOW JUMBO. Reporter: JUST BEFORE THE TRIP? MY GRANDDAUGHTER COULDN’T MAKE THE TRIP BECAUSE HE WOUND UP IN THE HOSPITAL. Reporter: SHE CALLED RIGHT AWAY TO GET A REFUND BECAUSE SHE BOUGHT THE TRIP INSURANCE POLICY THAT SHE PAID $40 FOR. SHE CONFIRMED I DID HAVE TRAVEL INSURANCE, BUT NO, YOU CANNOT GET A REFUND BECAUSE IT IS A NON-HE FUNDABLE TICKET. Reporter: TRAVELOCITY SAID THEY DO NOT ISSUE REFUNDS. MY MOUTH DROPPED. THEY SAY THEY WENT BECOME AND FORTH WITH SEVERAL REPRESENTATIVES. WHEN THEY DIDN’T GET ANYWHERE, THEY CALLED US FOR CONSUMER JUSTICE. IT TURNS OUT THEY HAD TO CONTACT THE THIRD-PARTY INSURANCE COMPANY AND FILE A CLAIM TO GET THEIR MONEY BACK. SOMETHING THEY SAY WAS NEVER MADE CLEAR TO THEM. WE FOUND SEVERAL CUSTOMERS UPSET OVER TRAVELOCITY INSURANCE CLAIMS ONLINE. MANY CUSTOMERS COMPLAINED ABOUT CUSTOMER SERVICE AND CONFUSION WHEN TRYING TO GET A REFUND FOR AN UNUSED TICKET. TRAVELOCITY TOLD CBS 11 IN PART A GOOD MESSAGE TO OFFER ANY TRAVELER IS TO BE SURE WHAT THE POLICY THEY ARE LOOKING TO BUY DOES AND DOES NOT COVER AND THEN TO HANG ON TO THEIR CONFIRMATION, WHICH WILL GIVE INSTRUCTIONS ON HOW TO MAKE A CLAIM IF THE NEED ARISES. THE COUPLE WANTS THE COMPANY TO BE MORE TRANSPARENT WHEN EXPLAINING THE INSURANCE PLAN. GIVE PEOPLE INFORMATION AND IN THEIR INFORMATION UNDER TRAVEL PROTECTION. Reporter: CBS 11 NEWS. AND AFTER STYLING THE CLAIM, THEY DID GET A REFUND, AND NOW THEY’RE FILING A


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