Access America Complaint
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Access America - Will Not Pay Claim
I purchased an airline ticket (637.50) on US Airways, and on the website there was an option to buy travel insurance for the trip. The advertisement said that I did't need to worry about being paid if I bought this insurance because I was buying peace of mind. I bought the insurance because my trip was six months off and my mother is suffering from Alzheimer's and declining fairly rapidly. I never thought that the friend of mine who I was going to visit was going to die. He had leukemia, which I didn't know about, and passed away in on September 2nd. My trip was scheduled for November 14 - 17.
I called Access America immediately and explained the situation, and they offered to send claim forms. They sent the forms, and told me that I needed a death certificate to pay the claim. They knew that I couldn't get an official certified death certificate because I am not a family member of my former co-worker. They didn't tell me that they would accept a 'unofficial' death certificate because I am not a family member of the deceased. After learning that I could indeed get an 'unofficial' death certificate I called Access America to ask if they would accept this. They told me that they would accept that copy.
Tonight, November 4th, when I called Access America they told me that the death of a friend is not covered under the insurance policy and that I basically should read the fine print.
What is so difficult about paying a claim for a valid reason for cancellation of a trip? I purchased the insurance in case I could not go on the trip, for whatever reason. Nothing in the advertisement that prompted me to buy the insurance mentioned any caveat. Does Access America really care about my relation, or lack of, to the deceased? Access America gave me the run around, stonewalled me, then when I provided them what they asked for, denied my claim.
This cannot be right.
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