Need help on fighting insurance company

[tvmurray]

I purchased a travel insurance policy through USAA for a trip we planned to visit our son who was stationed in the UK. We paid extra for "Interruption for any reason". About two weeks before we prepared to leave his orders got changed (We are used to this, having several family members in the military). That is why I purchased the rider "...for any reason".
The insurance company (Travel Insured International/Crum & Foster) ran us around for weeks asking for more information. Then came back and denied the claim because my son did not have approved leave when we bought the policy 9 months earlier because the military does not allow for putting in for leave until 45 days prior. His leave was originally approved then cancelled.
USAA has run me around for months and I have yet to speak to anyone other than the call center reps or transferred to the insurance reps who brush me off. I cannot find anyone at USAA will to hear or help me. They are really dropping the ball for helping military families.
Any ideas would be greatly appreciated as this is a big loss on our part.

[blueash]

I purchased a travel insurance policy through USAA for a trip we planned to visit our son who was stationed in the UK. We paid extra for "Interruption for any reason". About two weeks before we prepared to leave his orders got changed (We are used to this, having several family members in the military). That is why I purchased the rider "...for any reason".
The insurance company (Travel Insured International/Crum & Foster) ran us around for weeks asking for more information. Then came back and denied the claim because my son did not have approved leave when we bought the policy 9 months earlier because the military does not allow for putting in for leave until 45 days prior. His leave was originally approved then cancelled.
USAA has run me around for months and I have yet to speak to anyone other than the call center reps or transferred to the insurance reps who brush me off. I cannot find anyone at USAA will to hear or help me. They are really dropping the ball for helping military families.
Any ideas would be greatly appreciated as this is a big loss on our part.

as this involves the military I think you should contact Congressman Webster if you live in his district. He has a satellite office at 466 and Morse

[BrianL99]

I purchased a travel insurance policy through USAA for a trip we planned to visit our son who was stationed in the UK. We paid extra for "Interruption for any reason". About two weeks before we prepared to leave his orders got changed (We are used to this, having several family members in the military). That is why I purchased the rider "...for any reason".
The insurance company (Travel Insured International/Crum & Foster) ran us around for weeks asking for more information. Then came back and denied the claim because my son did not have approved leave when we bought the policy 9 months earlier because the military does not allow for putting in for leave until 45 days prior. His leave was originally approved then cancelled.
USAA has run me around for months and I have yet to speak to anyone other than the call center reps or transferred to the insurance reps who brush me off. I cannot find anyone at USAA will to hear or help me. They are really dropping the ball for helping military families.
Any ideas would be greatly appreciated as this is a big loss on our part.

Go to one of the local TV stations, that run a "Consumer Protection/Scam" desk. They'd love this story.

[smurphy]

Trip interruption coverage usually kicks in when something has happened after you left home. Your issue sounds more like trip cancellation coverage. I thought cancel for any reason, covered both pre and during trip issues, and you could cancel for any reason such as a bad hair day.

Read your policy looking for trip cancellation coverage and under what conditions you can cancel.

[Topspinmo]

No different than any other insurance policy’s. When have problem the fine prints says——sorry we don’t cover that. Why insurance a racket just like casino’s one armed bandits.

[CarlR33]

Maybe ask what specific clause in the cancellation policy they feel your claim should be denied under. It beats finding it in the policy yourself?

[arbajeda]

Christopher Elliott is the Chief Advocacy Officer at Elliott Advocacy, a non-profit organization that helps consumers resolve their problems. Contact him at Get Help - Elliott Advocacy (https://elliottadvocacy.org/help/) or chris@elliott.org.

[Sandy and Ed]

Responses 2. 3, 6 & 7 are spot on. Also get pen on hand and craft detailed letters - one specific for USAA and another specific for the Travel insurance company. Open copy to the congressman on them. Letters get your thoughts on paper and sitting on hold or parroting the story over and over to multiple parties on the phone is a waste of tome

[spinner1001]

Go to one of the local TV stations, that run a "Consumer Protection/Scam" desk. They'd love this story.

OP, this is a good suggestion.

Also, you might write a post on X (formerly known as Twitter) tagging USAA and the insurance company. If you do not already have an account on X, you can create one for free. If you need help with tagging on X, send me a PM.

You can do the same on other social media sites such as Facebook, but I suggest that you start with X.

[Marine1974]

I purchased a travel insurance policy through USAA for a trip we planned to visit our son who was stationed in the UK. We paid extra for "Interruption for any reason". About two weeks before we prepared to leave his orders got changed (We are used to this, having several family members in the military). That is why I purchased the rider "...for any reason".
The insurance company (Travel Insured International/Crum & Foster) ran us around for weeks asking for more information. Then came back and denied the claim because my son did not have approved leave when we bought the policy 9 months earlier because the military does not allow for putting in for leave until 45 days prior. His leave was originally approved then cancelled.
USAA has run me around for months and I have yet to speak to anyone other than the call center reps or transferred to the insurance reps who brush me off. I cannot find anyone at USAA will to hear or help me. They are really dropping the ball for helping military families.
Any ideas would be greatly appreciated as this is a big loss on our part.
Probably since you have a written contract , you might let USAA know you intend to file a complaint in small claims court .

[wawriwwawriw]

When USAA transfers you to Travel Insured CF, there is a disclaimer that in summary tells you “it is between you and CF”. That raider has a big “catch up”. It is the day you purchased that ticket/tour. There is a number of days limit AFTER you purchased, a day later the raider is not valid.

[defrey12]

Trip interruption coverage usually kicks in when something has happened after you left home. Your issue sounds more like trip cancellation coverage. I thought cancel for any reason, covered both pre and during trip issues, and you could cancel for any reason such as a bad hair day.

Read your policy looking for trip cancellation coverage and under what conditions you can cancel.

This response sounds logical to me since you never actually “started” your trip. Seems like you’re barking up the wrong tree. Might just quit wasting your time and energy and chalk it up to what we call “life’s tuition.” Sometimes you get screwed.

[rrman77]

Don't give up, we had the same problem then turned them into the state insurance office that handeles such issues.

[LeRoySmith]

Don't give up, we had the same problem then turned them into the state insurance office that handeles such issues.

This is the best way to get their attention. Insurance is regulated at the state level and there's no carrier out there that wants to hear from the State Insurance Commissioner. Call them and be prepared with all the details, be sure to leave all emotion out of the call, they will take the info and will call the insurance company with a big stick if they feel you've been wronged at all. It gets quick results but the ins company wont be your friend after this.

[ehonour]

I find this sad. I've been a USAA member for over 50 years, and I've always found them to be helpful, reasonable, and courteous. In the last ten years, though, they have been outsourcing some of their services. Our "USAA" RV insurance was really underwritten by Progressive. Our USAA mutual funds are now managed by Victory Capital. When they outsource, it seems they also brush their hands off about any responsibility. Before taking actions with the state insurance commission or your Congressman, I'd suggest escalating within USAA until you get hold of someone who can make things happen properly. Those people do exist. And that's the way to make USAA aware of how poorly their outsources are working out.

[spinner1001]

Trip interruption coverage usually kicks in when something has happened after you left home. Your issue sounds more like trip cancellation coverage. I thought cancel for any reason, covered both pre and during trip issues, and you could cancel for any reason such as a bad hair day.

Read your policy looking for trip cancellation coverage and under what conditions you can cancel.

This is actually a great point for OP. Interruption differs from cancellation.

I suggest that you read the policy language carefully. If you bought a policy for events that clearly differ from what happened to you, then you have a weak case. But if your circumstances are in a gray area of the policy language where it is not clear, then you have a fighting chance. The policy language governs.

OP, did you get a credit from your airline when you cancelled your flight? For your hotel, did you get a refund after you cancelled your reservation? If yes, you are fighting for what you actually lost, which likely excludes refunds and credits received.

[HIgolfers]

USAA is not going to help. The contract is between you and Travel Insured International. Another example of USAA outsourcing their products. I’m a USAA member and I’ve heard complaints about Travel Insured from other USAA members so I would not use them. Unfortunately that does not help you out. Continue to push the issue with TIA but I wouldn’t waste my time with USAA which by the way has gone downhill with all its products in the last ten years. Grown too big in my view but that’s another story.

[Yellowrose]

Find out what State USAA is registered in as a business. File a complaint with the better business bureau in that state & with the dept. that regulates insurance in that state.
1st Send USAA a letter stating your intentions if they do not resolve your issue to your satisfaction.

[Vermilion Villager]

I purchased a travel insurance policy through USAA for a trip we planned to visit our son who was stationed in the UK. We paid extra for "Interruption for any reason". About two weeks before we prepared to leave his orders got changed (We are used to this, having several family members in the military). That is why I purchased the rider "...for any reason".
The insurance company (Travel Insured International/Crum & Foster) ran us around for weeks asking for more information. Then came back and denied the claim because my son did not have approved leave when we bought the policy 9 months earlier because the military does not allow for putting in for leave until 45 days prior. His leave was originally approved then cancelled.
USAA has run me around for months and I have yet to speak to anyone other than the call center reps or transferred to the insurance reps who brush me off. I cannot find anyone at USAA will to hear or help me. They are really dropping the ball for helping military families.
Any ideas would be greatly appreciated as this is a big loss on our part.
I hate to be the bearer of bad news but it appears you bought the wrong insurance. You bought "interruption insurance". That insurance only applies after you have departed. An example of this would be your flight departed but either was delayed or had to divert because of some unknown reason and because of this delay your hotel was no longer available or your cruise had already sailed. In this case you did not depart, therefore under that policy, the insurance will not cover your cost. You stated that your son had his leave canceled. There is nothing that actually prevented you from taking the trip, and I'm sure that's how the insurance company looked at it. Even with USAA trip cancellation insurance there are only 30 reasons that you can seek a refund and your son's military leave would not be a reimbursable expense under the coverage either.

[Shipping up to Boston]

OP, this is a good suggestion.

Also, you might write a post on X (formerly known as Twitter) tagging USAA and the insurance company. If you do not already have an account on X, you can create one for free. If you need help with tagging on X, send me a PM.

You can do the same on other social media sites such as Facebook, but I suggest that you start with X.

I agree with this post. You dont need an intern from a Congressional field office to do what SM....X specifically can do. Companies like USAA and their SM staff scour these threads for negative commentary. Colleges, Universities, BioPharma etc use software that monitors for this type of activity. I can guarantee a well thought out post on X will yield positive results for you.

[kkingston57]

Maybe ask what specific clause in the cancellation policy they feel your claim should be denied under. It beats finding it in the policy yourself?

Worked in Auto and Property and Casualty Insurance entire business career and we had to put in writing why claim was denied. Not sure about this policy

[Jalane]

Maybe this contact info will help:

Contact Us (https://floir.com/about-us/contact-us)

[tommyboy]

I agree with an earlier poster. Contact Congressman Webster. He's helped a lot of folks here in The Villages,

[jlaurieb]

Yours is the only answer that applies here if it is in fact trip interruption cover