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I had booked a cruise on July 29,2021 for a cruise from Jan. 23, 2022 - Jan. 30, 2022. I took out travel insurance due to my age which cost $218 for two people. I started having sciatic problems in August of 2021 and my doctors said I needed surgery. I had surgery on Aug. 25, 2021. During postoperative I still had symptoms and also had fallen did more damage. I was operated on again Nov. 16, 2021. Doctors said I should cancel my travel so I did Dec. 24, 2021. I submitted my claim but was not given a full refund.
Country of complaint: United States
Desired outcome: I would like my full refund. I have a doctors letter stating it was not a pre-existing condition.
It has been over 90 days. No reimbursement. All documents sent in. Cannot get in touch with someone from company. Only call center that has the same script every time. "We are very busy, we are working on your claim." Steve Lauro, Michelle Dawson, Beth Godwin, all officers apparently of AON. You owe me about 10,000 for a cruise not taken on medical reasons. All documented. The state insurance commissioner needs to know that they are holding money from customers.
Note the company headquarters is Garden City NY. The names above are the officers.
my Email is dpenzell@gmail.com
CLAIM STATEMENT FOR DENNIS AND VICKI PENZELL
OCTOBER 10, 2022
BOOKING CONFIRMATION REFERENCE ID NO: 4734730
CRUISE CANCELLATION NO: F452Y1A
CRUISE CANCELLATION DATE: SEPTEMBER 19, 2022
We had a cruise scheduled with Celebrity Cruises from October 14, 2022 through October 24, 2022. We booked the cruise on July 8, 2022, paid a $900 deposit on July 11, 2022 and the balance of $10,633.76 on July 13, 2022, for a total cost of $11,533.76. Included in the original booking and thus in the $11,533.76 was the Vacation Protection Plan for $828 and Airfare for $1380. Our claim is for $10,705.76 (The $11,533.76 we paid to Celebrity Cruises less $828 for the Vacation Protection Plan).
Our Booking Confirmation, reflecting our itinerary and all costs we paid (including the Vacation Protection Plan and Airfare) is uploaded as a supporting document.
In late August 2022, I (Dennis Penzell) began having severe balance and gait issues, resulting in my tripping, falling and injuring myself—all problems I had not experienced previously. One particular fall on August 22, 2022 resulted in a complex torn lateral meniscus in my right knee as shown in the MRI Report also uploaded as a supporting document.
Since the onset of these medical conditions in late August 2022, they have gotten progressively worse. I have recently sought diagnosis and treatment for these new conditions with Dr. Aaron Klein. He has completed an Attending Physician Statement and also included a supplemental letter, both of which have also been uploaded as supporting documents. Given the new medical conditions and the fact that I have already injured myself, Dr Klein considers me at high risk for continued falling and further injury, and he states that I should not travel due to these conditions. Thus, pursuant to Doctor Klein’s orders, we cancelled our cruise on September 19, 2022, Cruise Cancellation No: F452Y1A.
Since the medical conditions described above were diagnosed and treated both (1) after July 8, 2022, being the date we purchased our Vacation Protection Plan and which date is before we made our final payment on July 13, 2022, and (2) at and around the time we terminated our cruise vacation on September 19, 2022, we have met the terms of the Cancellation Penalty Waiver provisions in our Vacation Protection Plan for a cash refund of $10,705.76.
Thank you and if you need anything else, please do not hesitate to contact us.
Dennis and Vicki Penzell