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Travel Troubleshooter: Help! I canceled a trip, but travel insurance won't pay my claim

  //travel-leisure.news-articles.net/content/2025/ .. rip-but-travel-insurance-won-t-pay-my-claim.html
  Published in Travel and Leisure on Monday, October 6th 2025 at 11:51 GMT by Sun Sentinel
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When a Trip Is Called Off, Is Your Insurance Going to Pay?

In a story that landed on the front page of the Sun Sentinel on October 6, 2025, a sobering reminder of the pitfalls of travel insurance was brought to life by a single, relatable experience: a traveler canceled a vacation and found that the company she had spent money on to protect her trip refused to pay the claim. The article—titled “Help, I canceled my trip but my travel insurance won’t pay my claim”—offers a detailed walk‑through of what went wrong, why insurers can deny coverage, and how to avoid the same mistake in the future.

The Story Behind the Denial

The case study centers on a woman in her mid‑forties—let’s call her Sarah—who had planned a 12‑day beach getaway to the Dominican Republic. In September, she booked flights, a five‑night all‑inclusive resort, and a rental car. She also purchased a “Premium Travel Protection” policy from an online insurer, a common practice for many Americans who want to hedge against last‑minute cancellations, medical emergencies, or trip interruptions.

In late September, Sarah was diagnosed with a serious respiratory infection that required her to stay home for two weeks. With the doctor’s note and the looming risk of spreading illness, she made the tough decision to cancel the entire trip. She filed a claim with the insurer, attached the required documentation (the medical certificate, a cancellation receipt from the airline, and an email confirming the resort’s cancellation), and waited for a response.

Three weeks later, the insurer sent a letter stating that the claim was denied. “Your policy does not cover trip cancellations due to illness that is not considered a ‘covered medical emergency,’” the letter read. The insurer added that Sarah had failed to submit the required medical documentation within the 14‑day window specified in the policy. Sarah was left without a refund, a debt to pay for the airline tickets, and a broken trust in the insurer she had relied on.

Why the Denial Was Legitimate—From the Insurer’s View

The Sun Sentinel article explains that many travel insurance policies include “cancellation” clauses that only apply under specific circumstances, such as a covered medical emergency, a death in the family, or a natural disaster. If a policyholder cancels because of an illness that is not listed as a covered event—or because the documentation is not provided in time—insurance companies can legally refuse to pay.

In Sarah’s case, the policy’s definition of a covered medical emergency required that the illness be “serious and disabling” and that the traveler had a pre‑existing medical condition that could be exacerbated by the trip. A respiratory infection, while inconvenient, did not meet the insurer’s definition of “serious enough.” Moreover, the insurer’s policy required proof of the medical claim within 14 days of the cancellation, a deadline Sarah missed by a few days.

The article also cites an example from the insurer’s FAQ: “If you cancel a trip for a reason that is not covered by your policy, such as a change of mind or a family argument, the insurer will not reimburse any costs.” In other words, the policy is only a safety net for events the company expressly identifies as “covered.”

The Bigger Picture: Common Pitfalls and How to Avoid Them

The Sun Sentinel’s article goes on to discuss a number of key takeaways for readers who are considering or already have travel insurance. These points are drawn from both the case study and an interview with a consumer‑rights attorney, Ms. Elena Morales, who has represented dozens of travelers in disputes with insurers.

1. Read the Fine Print

The most frequently cited advice—"read the fine print"—is taken seriously in the article. The insurer’s policy sheet is long, but the summary page, often the most accessible part of the contract, typically contains the most critical information about covered events, required documentation, and time limits. Travelers are encouraged to highlight or print the cancellation clause and keep it handy for reference.

2. Keep All Documentation Organized

The article underscores that paperwork is often the deciding factor in a claim. Sarah’s experience illustrates that a doctor’s note, airline cancellation receipts, and any correspondence from the resort or travel agency should all be filed in a single folder—digitally or physically—and saved for at least a year. In addition, the insurer may request original copies, so it’s wise to keep copies of the originals in a separate location.

3. File Claims Promptly

Timing is everything. The insurer’s policy had a 14‑day window for submitting medical documentation; Sarah missed it. The article notes that many insurers allow a 30‑day window for other types of claims (such as trip interruption due to a natural disaster), but these windows are strict. If a traveler is unsure whether they meet the deadline, the article recommends calling the insurer’s customer‑service line immediately after the event and keeping a record of the call.

4. Contact Your Travel Agent or Airline First

Often, the travel agent or airline will have policies of their own that cover trip cancellations for certain reasons. The article references a recent policy change by a major airline that now offers “flexible cancellation” for a small fee. By contacting the airline first, travelers can sometimes get a refund or a credit that could offset or even surpass the insurance payout.

5. Appeal the Denial

When an insurer denies a claim, the policy typically includes an appeal process. The Sun Sentinel article cites Sarah’s decision to file an appeal after receiving the denial. She wrote a detailed letter, included a copy of the doctor’s note and a revised timeline, and requested a review by a senior claims officer. Two weeks later, the insurer reversed its decision and agreed to reimburse her for the airline tickets, albeit with a 10% fee. While the appeal was successful, the article warns that appeals can be a time‑consuming and stressful process.

When the Insurer Won’t Pay: Legal Options and Resources

If a traveler’s appeal fails, the article points readers to a handful of legal and consumer‑rights resources. Among them is the Consumer Financial Protection Bureau (CFPB), which allows consumers to file complaints against insurance companies. The article shares a link to the CFPB complaint form, and also recommends visiting the National Association of Insurance Commissioners (NAIC) website for state‑specific regulatory contacts.

Additionally, the article includes a section on small‑claims court options. While the typical cost of filing a claim in small‑claims court may be lower than the amount of the denied claim, the article cautions that the process can still be lengthy. Ms. Morales recommends that travelers consult a lawyer before filing to assess whether the potential outcome justifies the cost.

Takeaway: Know Your Policy, Stay Organized, and Don’t Panic

The Sun Sentinel piece ends with a succinct but powerful message: “Travel insurance is a safety net, but it’s not a guarantee.” The article encourages readers to view insurance as a supplement—an additional layer of protection—not a replacement for careful travel planning. By reading the policy carefully, keeping meticulous records, filing claims on time, and knowing when to appeal or seek legal recourse, travelers can increase the likelihood that their insurance will pay when the unexpected occurs.

The story of Sarah’s canceled trip and denied claim serves as a cautionary tale and, simultaneously, as a practical guide for the millions of people who plan vacations with the confidence that they’ll be protected. It reminds us that the cost of peace of mind is sometimes hidden in the fine print, and that the best protection is knowledge, preparation, and persistence.