Q: I recently booked a trip to Colorado Springs on American Airlines. I paid for the tickets with a credit card I got after canceling an earlier flight, plus $ 350 in fees. I bought travel insurance from Access America, which is offered through the website of American Airlines.
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I had a bicycle accident and we could not travel to Colorado. I sent a claim to Access America, with complete documentation, including revenues from American Airlines. The receipt shows a payment of $ 601 plus $ 350 in fees.
Now have access to America says they will not pay the claim because we used the $ 601 credit from the previous trip. Needless to say, I'm angry because the U.S. Access America advertises on its site and when I re-booked ticket agent said to call them. Can you help me my money back? – John Frow, Plano, Texas
A: Access America should have refunded your entire ticket, regardless of how you pay for. Unfortunately, claims are often denied access due to a misunderstanding, and that is what seems to happen to you.
A look at the terms and conditions of your policy on the Site's Access America shows that there should be no distinction between money and the airline you are using vouchers. The insurance company must compensate you for the ticket, period.
According to the U.S. Travel Insurance Association, a policy on the 6-buyers a claim, and of them less than 10 percent are rejected. Many denials overturned on appeal. I've heard informal estimates from insurance experts that about 90 percent of the passenger appeal of the road, although it is difficult to ascertain. So you could have written back to Access America, to clarify the circumstances of your claim and asks for a second look.
Which American Airlines have responsibility? The airline would probably argue that it does not, and that it was simply an insurance product of its website to sell. I'm not sure I agree. The sale of insurance on its site, the U.S. offering a de facto approval, and carries some responsibility if you are not reimbursed by private insurance rules.
If your appeal was rejected, your next step would have been to American rope in this case. Sometimes – and I've seen this happen – a travel agency will step in when insurance claim is denied and to make things right. Might have issued some vouchers for future flights.
It turns out, none of which would be needed. I contacted you on behalf of Access America, and your case reopened.
"Because Mr. Frow using a previously obtained credit from American Airlines to book the flight that he assured us, we mistakenly thought that he did not incur financial loss and initially denied his claim on that basis, a representative told me.
After "further investigation" Access America refunded you $ 601, which is the limit of your coverage.
© 2011 Christopher Elliott … Distributed by Tribune Media Services, Inc..
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Submited at Friday, April 15th, 2011 at 4:00 am on Tips by alliana
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