Royal Caribbean -- Hurricane Irma Disaster -- Useless Insurance

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Feb 18, 2018
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My 87 year old father purchased a cruise for himself and senior travel companion to Cuba and Key West. He purchased the non-refundable insurance, as well. Unfortunately, Hurricane Irma followed by Maria hit the area. He felt it necessary to make an advanced claim to cancel this trip due to this State of Emergency address. The insurance became a non-refundable joke. Royal Caribbean offer a 75% partial credit minus all their other added fees with an expiration in October of 2018. Since this period of time, his travel companion has had cancer surgery and more to come this year. He has had several falls, as well. These seniors will probably not be able to enjoy another cruise in their lifetime. Something seems unethical with an insurance party that is above a State of Emergency address. Residents of Key West were not permitted to their property, until October 3rd. Pathetic situation for everyone, except the cruise lines and bogus insurance.
 

Neil Maley

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Dec 27, 2014
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#2
I am not clear on what actually happened here. Why exactly did he cancel? Was it after Key West was hit by the storm? If so and Key West was not open to cruise ships the cruise line would have simply substituted another port.

From what it sounds like, he shouldn’t have canceled because of that. And apparently he canceled after final payment which is why he was in penalty.

Didn’t his travel agent warn him not to cancel- that the insurance would not cover if they substituted another port? If the storm caused complete cessation of the cruise- then he would have been covered.
 
Jan 6, 2015
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#3
Also, did he cancel by contacting RCCL, or through the insurance?

A timeline here would be helpful ...
 

jsn55

Verified Member
Dec 26, 2014
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#4
What a disappointment. One of the issues we see here frequently is this kind of a story written by a friend or family member ... we need all the information directly from the traveller. The details are vitally important. If your father decided to cancel the trip, he needed to coordinate with his travel agent, RCCL and the insurance carrier. Timing is important. He needed to understand all the circumstances, all the alternatives and, most importantly, cancel the cruise correctly ... if it was possible. Without those details, a 75% voucher toward a future cruise may or may not be a good offer.

Insurance, of course, is never refundable. Had something occurred the day before preventing him from travelling, the insurance would have paid the claim if it was a covered event. That's what you pay the premium for ... coverage. Please have your father draw a concise, chronological list of the events and post it here so we can advise him on how to make the best of this sad situation.
 
Feb 18, 2018
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#5
What a disappointment. One of the issues we see here frequently is this kind of a story written by a friend or family member ... we need all the information directly from the traveller. The details are vitally important. If your father decided to cancel the trip, he needed to coordinate with his travel agent, RCCL and the insurance carrier. Timing is important. He needed to understand all the circumstances, all the alternatives and, most importantly, cancel the cruise correctly ... if it was possible. Without those details, a 75% voucher toward a future cruise may or may not be a good offer.

Insurance, of course, is never refundable. Had something occurred the day before preventing him from travelling, the insurance would have paid the claim if it was a covered event. That's what you pay the premium for ... coverage. Please have your father draw a concise, chronological list of the events and post it here so we can advise him on how to make the best of this sad situation.


What a disappointment. One of the issues we see here frequently is this kind of a story written by a friend or family member ... we need all the information directly from the traveller. The details are vitally important. If your father decided to cancel the trip, he needed to coordinate with his travel agent, RCCL and the insurance carrier. Timing is important. He needed to understand all the circumstances, all the alternatives and, most importantly, cancel the cruise correctly ... if it was possible. Without those details, a 75% voucher toward a future cruise may or may not be a good offer.

Insurance, of course, is never refundable. Had something occurred the day before preventing him from travelling, the insurance would have paid the claim if it was a covered event. That's what you pay the premium for ... coverage. Please have your father draw a concise, chronological list of the events and post it here so we can advise him on how to make the best of this sad situation.
He purchased this trip for two on August 6th, 2017 through American Express. When Hurricane Irma hit, a State of Emergency Address for Florida, Cuba, etc., he contacted Royal Caribbean several times. They could not give an answer on this trip booked for October 2-7. He mailed his cancellation claim checklist to Aon Affinity On September 14, 2017. He thought this insurance would certainly protect him due to this situation.
 

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Carrie Livingston

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Jan 6, 2015
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#6
@Michelle111 did the cruise go on as scheduled? Normally when a port has had issues with weather, etc. the cruise lines change the ports to ports that are not affected. This is in the cruise lines terms and conditions that were agreed when booking and paying for this cruise. The only insurance that would have covered this would be cancel for any reason (CFAR). I'm sorry that I don't have better news.
 

Neil Maley

Moderator
Staff Member
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Dec 27, 2014
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#7
Unfortunately the cruise still went out- it was not cancelled. There was no reason for him to cancel. He didn’t cancel the cruise for a covered reason.

It’s too bad he didn’t book through a real Travel agent- they would have told him not to cancel because the cruise was still going.
 
Likes: jsn55
Jan 6, 2015
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#8
I believe I have found the answer here:


Wherein it states ..

"The ship’s September 23 and 27 cruises and October 2, 7 and 11 cruises will skip calls on Key West (with the exception of humanitarian stops to drop off supplies) and replace them with sea days."​

So, he was premature in cancelling the trip. But his concern is noteworthy.

That Said, Michelle111 . . .
You can present your case to them for consideration by using the Company Contacts link at the top of this page.
Before you do, be sure to read and follow the instructions at the top of the first page. And I would include your desired resolution.

Note added: Cruise lines will add/drop ports for a variety of reasons without offering a discount or refund. While this is infrequent, it is not uncommon. Since they have already offered a partial credit, explaining that they will not likely be able to cruise again should (hopefully) prompt RCCL to offer a refund (may still be only 75%)
 
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Feb 18, 2018
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#9
I believe I have found the answer here:


Wherein it states ..

"The ship’s September 23 and 27 cruises and October 2, 7 and 11 cruises will skip calls on Key West (with the exception of humanitarian stops to drop off supplies) and replace them with sea days."​

So, he was premature in cancelling the trip. But his concern is noteworthy.

That Said, Michelle111 . . .
You can present your case to them for consideration by using the Company Contacts link at the top of this page.
Before you do, be sure to read and follow the instructions at the top of the first page. And I would include your desired resolution.

Note added: Cruise lines will add/drop ports for a variety of reasons without offering a discount or refund. While this is infrequent, it is not uncommon. Since they have already offered a partial credit, explaining that they will not likely be able to cruise again should (hopefully) prompt RCCL to offer a refund (may still be only 75%)
Thank you for all the research and efforts on behalf of everyone.