Buying travel insurance can feel like checking one more worry off the vacation list.
Flights booked.
Hotel reserved.
Bags packed.
Travel insurance purchased.
Now, if something serious happens before the trip, you’re protected.
At least that’s what many travelers assume.
But a Pennsylvania woman’s months-long experience trying to get reimbursed after a serious back injury offers an important reminder:
Buying travel insurance and having a claim approved aren’t necessarily the same thing.
Montgomery County resident Patrice Stewart was preparing for a trip to Florida when, according to CBS News Philadelphia’s report on her travel insurance dispute, she suffered a severe back injury just days before she was supposed to leave.
Stewart described being unable to get out of bed, sit, stand or walk.
Her doctor advised her not to travel.
So she canceled the trip and submitted a claim under the TripMate travel insurance policy she had purchased.
What followed wasn’t the simple reimbursement she expected.
Instead, Stewart said she spent months trying to resolve her claim, with one issue involving language in the policy requiring in-person treatment.
Eventually, after CBS News Philadelphia contacted TripMate’s parent company, Generali Global Assistance, Stewart said her claim was resolved and she received a full refund of approximately $1,400. The company declined to discuss the specifics of her case with CBS, citing privacy concerns.
Her experience doesn’t mean travel insurance doesn’t work.
It illustrates something consumers should understand before buying it:
“Covered” doesn’t necessarily mean every circumstance that sounds covered will automatically result in reimbursement.
The details can matter enormously.
Stewart Had the Kind of Problem Travelers Buy Insurance For
At first glance, Stewart’s situation sounds straightforward.
She wasn’t canceling because she changed her mind.
She wasn’t canceling because she decided Florida wasn’t worth the trip.
She suffered a serious injury.
Her doctor advised her not to travel.
And her policy provided coverage for certain injuries when, in a physician’s written opinion, the injury prevented the traveler from taking the trip, CBS reported.
That sounds like exactly the situation trip-cancellation insurance is designed to address.
But insurance contracts aren’t built only around what happened.
They’re also built around definitions, exclusions, documentation and procedural requirements.
And one of those details became important in Stewart’s case.
Two Words Became Particularly Important: “In-Person Treatment”
According to CBS Philadelphia, Stewart said the insurer questioned whether she had satisfied a requirement involving in-person treatment.
Stewart’s problem was painfully practical.
She said her back injury was so severe that she couldn’t get to the doctor’s office.
Yet whether she had received the kind of treatment required under the policy became part of the claim dispute.
That distinction is precisely the kind of thing many travelers probably aren’t thinking about when clicking “Add Travel Protection” during checkout.
Most are thinking:
If I get seriously hurt and can’t go, I’m covered.
The actual contract may effectively say:
If you suffer a covered injury, meet the policy’s definition and requirements, provide the required documentation, comply with the applicable deadlines and aren’t subject to an exclusion, you may qualify for reimbursement under the terms of the policy.
Those are very different expectations.
Travel Insurance Is a Contract, Not a Guarantee
This is perhaps the most important lesson families can take from Stewart’s experience.
Travel insurance isn’t a promise that you’ll get your vacation money back whenever something goes wrong.
It’s an insurance contract covering specific events under specific conditions.
The National Association of Insurance Commissioners’ current consumer guidance on travel insurance says trip-cancellation or interruption coverage may apply to circumstances such as a traveler or companion becoming sick or injured and a doctor determining the person isn’t well enough to travel.
But policies can also contain exclusions and requirements that determine whether a particular claim qualifies.
That’s why two travelers who both cancel because of illness or injury could potentially receive different claim decisions.
Their policies may be different.
Their circumstances may be different.
Their documentation may be different.
The timing may be different.
The lesson isn’t that consumers should assume a claim will be denied.
It’s that they shouldn’t assume the words “trip cancellation coverage” tell them everything they need to know.
Read the Policy Before the Emergency, Not After It
Nobody wants to read several pages of insurance language while planning a vacation.
You’re comparing hotels.
Looking at restaurants.
Finding activities for the kids.
Trying to figure out whether everyone can fit everything into carry-ons.
The insurance policy feels like paperwork for a problem you hope never happens.
But the best time to discover a requirement is before you need to satisfy it.
Look specifically for sections describing:
Covered reasons for cancellation
Medical requirements
Required documentation
Deadlines for notifying the insurer
Pre-existing condition exclusions
Refund limits
Trip interruption versus trip cancellation
Medical coverage while traveling
Emergency evacuation
Excluded activities
and
Cancel for Any Reason coverage, if offered
Those categories don’t all mean the same thing.
“I Got Sick” May Not Be Enough Documentation
Suppose you wake up two days before vacation with a terrible illness.
You know you can’t travel.
You cancel.
From your perspective, the reason is obvious.
From the insurer’s perspective, the claim may require documentation showing that the illness met the policy’s requirements.
That could involve medical records or a physician’s determination that you weren’t medically able to travel.
Stewart’s experience demonstrates why travelers should find out what the policy requires a doctor to document and what kind of medical encounter qualifies.
Don’t wait until after canceling to discover that distinction.
If you’re too sick or injured to travel, ask the insurer what documentation is required as soon as reasonably possible.
And save the answer.
Pre-Existing Conditions Can Change Coverage Too
Another section deserves special attention before purchasing travel insurance:
pre-existing medical conditions.
The NAIC notes that pre-existing conditions are among common exclusions found in travel insurance policies, although policy terms vary and some coverage may provide a waiver under specified circumstances.
That means travelers with existing health concerns should not simply assume a future cancellation connected to that condition will be covered.
Read the definition.
Look for the policy’s look-back period if applicable.
Determine whether a pre-existing-condition waiver is available.
And find out what you have to do to qualify for it.
Sometimes timing matters.
The coverage available when insurance is purchased shortly after the initial trip deposit may differ from what is available if the traveler waits.
The exact terms depend on the policy.
“Cancel for Any Reason” Doesn’t Necessarily Mean 100% Back
Another phrase that can create unrealistic expectations is:
Cancel for Any Reason.
It sounds wonderfully simple.
Cancel for any reason.
Get your money back.
But the NAIC says Cancel for Any Reason, commonly called CFAR, generally reimburses only a portion of trip expenses rather than necessarily paying 100%. There are also typically timing requirements, and travelers may need to insure all eligible prepaid, nonrefundable trip costs.
So even the broadest-sounding coverage comes with rules.
Families considering CFAR coverage should ask:
What percentage will actually be reimbursed?
How far before departure must I cancel?
Do I need to insure every prepaid, nonrefundable expense?
When must I purchase the coverage?
The word “any” doesn’t eliminate the rest of the contract.
Before Buying Insurance, Calculate What You’re Actually Risking
This is another useful point highlighted in the CBS Philadelphia report.
Travelers should determine how much money they would actually lose if the trip were canceled.
Imagine a $5,000 family vacation.
At first, it sounds as though you have $5,000 at risk.
But maybe the airline would provide a future flight credit.
The hotel may allow cancellation until 48 hours before arrival.
A rental car reservation may be cancelable.
One excursion may be fully refundable.
Perhaps only $1,600 of the entire trip is truly nonrefundable.
That changes the insurance calculation.
Before buying coverage, list each major expense:
Airfare.
Hotel.
Cruise.
Rental home.
Tour.
Theme-park tickets.
Excursions.
Rental car.
Then determine what would actually happen if you canceled.
Would you lose the money?
Receive a credit?
Pay a cancellation fee?
Be allowed to reschedule?
Travel insurance makes more sense when you know the amount you’re actually insuring.
Check Your Credit Card Before Buying Duplicate Protection
Your credit card may already include some travel protections.
That doesn’t mean the coverage will be sufficient.
But it’s worth checking before purchasing another policy.
The CBS report specifically notes that travelers may want to review benefits provided by their credit cards because some cards include trip cancellation or interruption protection when qualifying travel is purchased with the card.
Call the card issuer or review the official benefits guide.
Don’t simply assume:
“I have a travel card, so I’m covered.”
Ask:
What circumstances qualify?
What expenses are covered?
What’s the maximum benefit?
Who in my family is covered?
Does the entire trip need to be purchased with the card?
What documentation is required?
How quickly must I file?
Again, details matter.
Travel Medical Insurance Is Different From Trip Cancellation Insurance
These terms can also get mixed together.
Trip cancellation coverage generally addresses certain prepaid travel expenses when a covered event prevents the trip from happening.
Travel medical insurance addresses medical expenses incurred while traveling.
Emergency medical evacuation coverage addresses another potentially enormous expense: transporting someone to appropriate medical care or, depending on coverage, back home.
These are separate risks.
For international travelers, the distinction becomes especially important.
The U.S. State Department’s travel insurance guidance warns that the U.S. government does not pay medical expenses for Americans traveling abroad and recommends checking what your existing health insurance covers outside the United States. It also strongly recommends medical evacuation coverage for travel to places with higher risk or limited medical care.
So asking:
“Do we have travel insurance?”
may not be specific enough.
A better question is:
“What exactly does our travel insurance cover?”
Keep Everything When Something Goes Wrong
If an insured event happens, documentation becomes extremely important.
Save emails.
Keep medical records.
Save receipts.
Take screenshots.
Keep cancellation confirmations.
Save correspondence with airlines, hotels and tour companies.
Write down claim numbers.
Record dates and times of phone calls.
Note who you spoke with.
If you upload documents through an insurer’s website, save copies.
If possible, save confirmation that the files were received.
If an insurer asks for additional documentation, respond in writing when possible so there’s a record.
You may never need most of it.
But if a disagreement develops months later, reconstructing the entire claim from memory can be difficult.
Ask the Insurer Exactly What’s Missing
If a claim stalls, don’t settle for:
“It’s still under review.”
Ask specific questions.
Is the claim incomplete?
What exact document is missing?
What policy provision applies?
What requirement does the insurer believe hasn’t been satisfied?
Has a decision been made?
If it was denied, what specific policy language was the basis for the denial?
Is there an appeal or reconsideration process?
What’s the deadline?
That turns a vague dispute into a concrete one.
And if the insurer says something is missing, ask for that request in writing.
A Denied Claim Doesn’t Necessarily End the Conversation
Insurance claims can involve legitimate disagreements over whether policy terms were met.
But consumers still have options when they believe a claim was incorrectly handled.
Start with the insurer’s appeal or reconsideration process.
Provide documentation.
Explain clearly why you believe the loss qualifies under the policy.
Reference the relevant policy language rather than simply arguing that the result seems unfair.
If the dispute isn’t resolved, the NAIC says consumers can contact their state’s department of insurance for assistance with travel-insurance questions.
The NAIC can also help consumers locate their state insurance regulator.
That route is worth knowing before frustration causes someone simply to give up.
Stewart Eventually Received Her Money Back
For Stewart, persistence ultimately produced the result she had been seeking.
After months of trying to resolve the matter, she contacted CBS Philadelphia’s In Your Corner consumer team.
CBS contacted Generali Global Assistance, TripMate’s parent company.
The company declined to discuss Stewart’s individual claim because of privacy concerns but said it would contact her directly.
According to CBS, Stewart received an update less than 48 hours later.
Ultimately, she received a full refund of approximately $1,400.
It’s important not to draw a conclusion the reporting doesn’t establish.
CBS’s story doesn’t prove that every similar claim should be covered, nor does it establish why the insurer ultimately resolved Stewart’s claim.
What it does show is that Stewart’s understanding of her protection and the claim process she encountered were very different experiences.
The Cheapest Policy Isn’t Necessarily the Best Value
When families are already spending thousands on vacation, another $150 or $300 for insurance can feel painful.
So it’s tempting to choose the cheapest option.
But price should be considered alongside coverage.
A less expensive policy that excludes the risk you’re most concerned about isn’t necessarily a bargain.
Neither is an expensive policy filled with benefits you’ll never need.
Compare the things that matter to your particular trip.
A family flying domestically to a refundable hotel reservation has different risks than grandparents taking a $12,000 international cruise.
A healthy 25-year-old taking a three-day trip has different concerns than a traveler with an existing medical condition.
Insurance should match the financial risk.
Ten Questions to Ask Before Clicking “Buy”
Before purchasing travel insurance for your next family vacation, consider answering these questions:
1. How much of this trip is actually nonrefundable?
2. What exact reasons for cancellation are covered?
3. What medical documentation is required if illness or injury prevents travel?
4. Does the policy require in-person treatment or impose other treatment requirements?
5. How does the policy define a pre-existing condition?
6. Is there a pre-existing-condition waiver, and do I qualify?
7. What protection does my credit card already provide?
8. Does the policy include medical care and emergency evacuation, or only trip cancellation?
9. If I buy Cancel for Any Reason coverage, what percentage will actually be reimbursed and when must I cancel?
10. What is the claim and appeal process if something goes wrong?
If you can’t answer those questions from the sales page, find the actual policy or certificate.
The few minutes required to read it are much easier than trying to understand the language after thousands of dollars are already at stake.
The Most Important Word May Not Be “Covered”
Travel insurance can be valuable.
Flights get canceled.
People become ill.
Relatives are hospitalized.
Storms happen.
Injuries happen days before departure.
And sometimes an expensive vacation simply can’t happen as planned.
That’s precisely why travel insurance exists.
But Patrice Stewart’s experience offers families a useful reminder before their next trip.
Don’t stop when a website says:
Covered.
Keep reading until you understand:
Covered when?
Covered for what?
Covered up to how much?
Covered with what documentation?
And under what conditions?
Stewart bought insurance before her Florida vacation.
Then a serious back injury prevented her from going.
What she expected to be financial protection became, she said, a months-long effort to get her claim resolved before she ultimately received roughly $1,400 back.
The lesson isn’t to skip travel insurance.
It’s to understand the policy you’re buying while the vacation is still just a plan.
Because after an injury, illness or emergency changes everything, that’s a difficult time to discover that “covered” and “automatically reimbursed” were never the same thing.