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Katie G.

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Member since December 2017

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1 Review by Katie

We booked a family trip in the summer to travel to Australia. The entire family purchased CSA insurance in two, smaller groups.
My dad got very sick and was hospitalized in June, after booking the trip. As the trip grew closer, he was still hospitalized the doctors said there was no way he would be able to travel. I called to cancel both him and my mothers tickets. When I called, I learned that our groups insurance had been cancelled, by CSA, due to an INVOLUNTARY price increase? The cancellation was, conveniently, only for the policy I was trying to use; the other group still had insurance, purchased at the same time. An employee told me I had two options, to pay a re-booking fee later and just cancel the tickets or I could re-purchase insurance at that time. She assured me that I could still use the insurance toward our situation, and charged our card that day. The employee knew I needed to use the insurance due to the fact that he was ALREADY in the hospital.
The insurance went through and I called to cancel their trips a few days later. Meanwhile, the rest of our family boarded. Except my husband and I. The wrong tickets were cancelled, keeping my parent's spots and canceling ours.
After returning, our claim was denied, as they called my father's hospitalization and pre-existing condition and now they "can't find our initial insurance purchase" that they cancelled. After explaining all of this to them, they wouldn't even refund the amount we paid for an irrelevant, second insurance policy, after they convinced us to buy it and assured me that I could use it.

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