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Barndog1
August 20, 2010
Claims
My claim was denied because my mother was already in the hospital for cancer surgery. I did not cancel the trip because of the cancer, I cancelled because her lung collapsed the day before my trip. The doctor's statement clearly said that the collapsed lung occurred the day before my trip. I pointed out to Mercury that the statement said that, but they want a doctor's letter saying it again. I have a second claim pending that I was told will probably be denied as well. I was called home from a trip because my mother developed pneumonia while I was gone. Because they looked into her history, they saw she had pneumonia in the past and I guess their medical experts decided that she continued to have it and therefore it was an existing condition at the time I was on the trip. The process took weeks. I am sure that since I have been unable to get my mother's signature on the second claim's Consent to Release Medical Information form, they will find a reason to deny that claim too. I attached a copy of her death certificate, maybe that will explain why I couldn't get all of their requested documents. Please save yourself the headache and use a different company.
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ania1968
May 16, 2010
Misleading and Unfair Policy
I am extremely upset and disappointed by the treatment I got from Mercury Travel Insurance. About a year ago, while buying tickets to Vietnam for me and my boyfriend through Priceline, I was offered Mercury Travel Insurance. I bought it just to be on the safe side since "better safe than sorry". Several days before my departure my father who had been sick for a while, got dramatically worse and I had no choice but to cancel my vacation and go to Poland, where my family lives, instead. I looked up my travel policy and it said that in case of sickness or death of "an immediate family member", the insurance would cover the trip cancelation. I called Mercury and explained their representative that I had to go to Poland instead Vietnam due to my father's deteriorating condition. He told me to send them all the documents related to my father's illness and hospitalization once I was back.
I never got to see my dad alive, he died the night of my flight from San Francisco.
Upon return to the States, I filled Mercury forms and sent them my dad's death certificate. Two months later I got a letter form them expressing "their deepest sympathy" and informing me that the insurance won't reimburse me since their definition of "an immediate family member" is somebody "residing in the US or Canada".
Their definition of "an immediate family member" seems outrageous and they don't mention it till the very end under "definitions of terms". I had no reason to look up the definitions since it seems obvious who "an immediate family member" is and one's parents definitely qualify. Also, Mercury never mention the existance of such a definition while explaining the terms of the policy.
Moreover, the representative I talked to never mentioned their restrictions. He knew my father was not residing in America and he never spoke of "a residency requirement". If he had let me know at the time, I could have still tried to negotiate with the airline directly and maybe moved my travel dates or got credits for the future.
I filed a complaint with the Better Business Bureau but it all came to nothing. I am another victim of a small print practise and a scheme how to take most without giving anything back. Nothing besides "the deepest sympathy" letter from Mercury. Shame on you, Mercury!
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