About 6+ weeks ago, my family and I (4 of us) checked in for a 7 day cruise on HAL. Within minutes after we boarded the ship, as we were making our way to our room, my wife slipped on the stairs within the ship and suffered a fall. After a wait, we were seen by the nurse and doctor on the ship, they confirmed the fracture, temporarily splinted it and medically disembarked us stating that this would need to be seen in an ER, and require surgery. Subsequently, my wife was seen in a local ER, a procedure performed, and advised to return ASAP to our home town to see an orthopedic surgeon to schedule surgery. We stayed at a hotel that night and re-booked our flights and returned home the next day. The surgery has since occurred, and post surgical care includes physical therapy (PT) for at least 6 weeks. The doctor has recommended no return to work for at least 8 weeks from incident, possibly longer. We have been working with HAL in relation to this injury and they emailed us early on that they will "assist us with reasonable direct out of pocket medical costs with respect to this care" and asked us to send the explanation of benefits (EOBs) we receive from our insurance company. We have been sending statements as we receive them. We had not received a response other than "Thanks" to these from HAL. Some of these costs have come due and been paid to the providers out of our pocket. In attempting to follow up with HAL on how these costs will be handled, repeated emails and phone calls later, we were told yesterday that they will only pay "reasonable costs". Our attempt to ask them what exactly that is, and our request that they cover our direct out of pocket expenses in relation to this were met with resistance and we kept getting told that the same thing. They are aware that my wife's out of pocket maximum per her medical coverage is $3250. The question is -we are asking that they cover this amount (we have already met this amount out of our pocket with ambulance, ER, surgery and post surgical care so far and PT is to begin next week) and the expenses we had related to staying at a hotel that night the injury occurred. What can be expected in a situation like this from the cruise company? Any insight on handling this situation?