Travelex Trip Insurance Denial

[NVPatriot1959]

Won’t be purchasing or recommending this product going forward. Travelex, the trip insurance offered through Vistana has denied our claim related to the cancelation of our September 22, 2023 Nanea reservation. This as a result of the Maui fires.

Per the policy, we had submitted a claim for reimbursement of maintenance fees and lost resort credits. After more than 45 days of deliberation they came back saying the claim was denied because “the resort was open, accessible, and accepting guests. This in spite of documentation I provided detailing the governor’s moratorium on non-essential travel, which remained in place into October, as well as documentation as to the lack of guest services available at the resort. So their definitions of “open” and “accessible” in this case are interesting.

I’d be curious as to anyone else’s experience with Travelex claims related to the fire.

 

[DanCali]

Sorry about the situation you had with that.

I never had a claim with Travelex, so this is definitely good to know!

My only experience is that they are happy to take my premiums any day, and that the CS reps are happy to push the product.

 

[davidvel]

Won’t be purchasing or recommending this product going forward. Travelex, the trip insurance offered through Vistana has denied our claim related to the cancelation of our September 22, 2023 Nanea reservation. This as a result of the Maui fires.

Per the policy, we had submitted a claim for reimbursement of maintenance fees and lost resort credits. After more than 45 days of deliberation they came back saying the claim was denied because “the resort was open, accessible, and accepting guests. This in spite of documentation I provided detailing the governor’s moratorium on non-essential travel, which remained in place into October, as well as documentation as to the lack of guest services available at the resort. So their definitions of “open” and “accessible” in this case are interesting.

I’d be curious as to anyone else’s experience with Travelex claims related to the fire.

"Their definitions" don't matter, what does your policy say? Were they accepting guests, despite limited services? Were you actually banned from traveling or checking in, or was this a recommendation/request?

 

[dioxide45]

The resorts did reopen to timeshare guests on September 15th. The governors orders were mainly just "suggestions" they really had no actual power to stop people from traveling to West Maui.

Verified opening date - Westin Ka'anapali Resorts: Sept, 15th

I received this from an owner today who has a Sept. 23rd reservation - he sent an inquiry to Owner Services using the message function on the dashboard, to find out if they were cancelling his reservation: Dear Owners and Members,      We are reaching out to share details about what...

tugbbs.com

 

[DeniseM]

If you cancelled the reservation, and not Vistana, it's considered a voluntary cancellation that you choose to make.

 

[NVPatriot1959]

If you cancelled the reservation, and not Vistana, it's considered a voluntary cancellation that you choose to make.

Vistana cancelled it, the day before we were to check in. I did not cancel as Travelex told me that would nullify my claim.

 

[DeniseM]

That stinks!

 

[davidvel]

Vistana cancelled it, the day before we were to check in. I did not cancel as Travelex told me that would nullify my claim.

That is quite an important fact to have left out of your original post, did you show this to Travelex?
Edited:

Found this; not sure if it is exact language in your policy, which appears to vary by state of residence:

Subject to exclusions and limitations, recover your non-refundable, prepaid trip costs if a trip is canceled or interrupted for any of the unforeseen events:

• Sickness, injury or death7 • Financial default of a common carrier, tour operator or resort • Death/hospitalization of host • Home or destination uninhabitable/inaccessible • Traffic accident en route • Strike • Cancellation/delay caused by common carrier mechanical/equipment failure • Inclement weather when traveling by a rented or an owned vehicle • Mandatory evacuation • Quarantine, hijacking, jury duty or subpoena • Terrorist incident within 30 days of arrival or departure • Involuntary termination • Employer-initiated transfer (relocation of 250 or more miles) • Theft of passport/visa • Loss of more than 50% of trip due to covered trip delay • Military leave revoked within 30 days of departure date • Cancellation/delay of common carrier due to civil disorder • Kidnap or disappearance • Pregnancy complications • Cancel for business reasons • School year extension or academic exam

https://partner.travelexinsurance.com/documentation/displaydocument.ashx?filename=VSEB-0320C_7001_00000.pdf

It would seem the accommodations were inaccessible if unilaterally cancelled by the resort.

 

[DavidnRobin]

Vistana cancelled your Sept 22 reservation?
The resort was open on Sept 16th.
If truly cancelled - take your fight to Vistana as they had no right to cancel.

I had a reservation 1 week later than you and it was not cancelled even though West Maui was ‘closed’ (it was not).


Sent from my iPhone using Tapatalk

 

[davidvel]

Vistana cancelled your Sept 22 reservation?
The resort was open on Sept 16th.
If truly cancelled - take your fight to Vistana as they had no right to cancel.

I had a reservation 1 week later than you and it was not cancelled even though West Maui was ‘closed’ (it was not).


Sent from my iPhone using Tapatalk

It's all very curious. One would think they would have led with, or even titled the thread, "Resort cancels reservation, but insurance won't cover..."

Found this other thread where OP posted which sheds some light on the situation, but not enough. It makes no sense if Vistana cancelled that Travelex wouldn't cover. (In the other thread, OP states they contacted Travelex who said it would be covered if cancelled by Vistana, but not if cancelled by OP.)

 

[pchung6]

I had a renter for the end of Oct. He threatened to sue me in small court if I don't cancel and refund after Maui fire. Even I told him it is up to resort to cancel and he should've purchased travel insurance. He wasn't very nice and insisted me to refund. I ended up taking the loss and charging him $300 fees and refunded. Maybe it's the approach you can do to take to resort and insurance to a small court.